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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 273 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:03/26/2025

      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.
      In mid December 2024 I contacted Express Scripts as I was not sure my refill of my ******* would make it to me before I left for a trip. I explained to the employee that I did not have enough for the trip and was concerned. I asked if I should just get a 30 day subscription from my provider who I was going to see the following Monday. The employee at Express Scripts told me that no big deal just get a 7 day supply and the insurance would cover it. I got the 7 day supply and the insurance denied the payment. I returned from my trip and still had not receive my 90 day supply. I called in and was told that since the medication did not reach me in time and I was using my 7 day supply that the supervisor noted my account and I would be reimbursed following submitting the form. I submitted the form and it was denied. I called the insurance who told me it had to come from express scripts. I was updated on 3/13/2025 that it was being processed. Today I got a denial letter. I called Express scripts and was told that it was still under review. I am not sure why I keep getting bad advise but 3 almost 4 months is a very long time for someone to go without the funds. I keep being asked to be patient that this process takes so many days.

      Business Response

      Date: 04/09/2025



      April 9, 2025




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


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


      Dear ********************** is to advise you that Colby *********** 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:03/26/2025

      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 been trying to refill a prescription to maintain diabetes. Express scripts kept saying they did not have the medicine in stock and to try and refill at an approved pharmacy. In trying to refill at a pharmacy I was told the medicine was not covered by insurance. In speaking to ES I was informed that I needed to enroll in a weight loss program in order for this to be covered. Even though this medicine has been FULLY covered each time I needed a refill due to a medically necessary status. I was never informed that I needed to enroll in this program to maintain my medication coverage. I am now 2 weeks without this medication. This is no way to treat a customer with a ********************** condition.

      Business Response

      Date: 04/09/2025



      April 9, 2025




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


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


      Dear ********************** is to advise you that ******* Days concern has been addressed. 

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

      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.  I understand the companys explanation of the issue. I believe this was a miscommunication, and I believe the company could have explained the process better. 
       
      Sincerely,

      ******* ***

    • Initial Complaint

      Date:03/26/2025

      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.
      For years I've had the same issue I have now. They with hold your med and say prior aurth you get that done then it's you're doctor wrote it wrong. And now 2 weeks later they're back to the prior aurth with was sent and document on my mychart! I feel bad for the other patients that suffer with this that impact our health and every day living.. then they all say no notes and you spend hours at a time on the phone.

      Business Response

      Date: 04/16/2025

      April 16, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:03/26/2025

      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.
      My 16 year-old son has a condition called ulcerative colitis which requires him to have routine shots of a drug called ******. I have been using Accredo for this prescription as it is what my employer partners with for insurance. My son has double coverage. He has ********** (Express Scripts) as his primary payor. His secondary coverage is ***************. Accredo has repeatedly not filed with his secondary insurance and has led to my son having lapses in healthcare. He has developed antibodies to this medication due to the lapses. I have spent countless hours on the phone with Accredo while they attempt to file correctly and provide him his healthcare needs. They currently refuse to fill his medication as they have not filed with his secondary coverage and will not until the payment has been received. As a single mom, I do not have the funds to cover even a portion of this. In the past 7 days, I have spent over 6 hours on the phone trying to resolve this issue. They said they will not work on the issue unless I am on hold and am unable to be on hold with having a full-time job. I am frustrated and defeated with trying to get this much needed medication for my son. I have filed grievances with the company and I felt unheard. I just want his medication filled so he can continue his health care needs. This is something I call every month for and have for the last 2 years. They sometimes are able to get his medication sent and other times they refuse.

      Business Response

      Date: 04/07/2025



      April 7, 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 ***** Steinbachs concern has been addressed. 

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

      Sincerely,




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

    • Initial Complaint

      Date:03/24/2025

      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.
      Ive been on ******* for almost 2 years due to type 2 diabetes. I was put in this after previous treatments with ********* and xigduo. ******* has been the most effective. According to express scripts too effective since my A1C was less that what they say it has to be. Ignoring the face that my sugar level from those SAME labs shows 139. Their policy even states and A1C of a certain 6.5 OR a glucose level of or equal to 126. My doctor also tried to get me back on xigduo until we can get this resolved. This was also denied since I need to use step up therapy. This has already been done! Ive had diabetes for years. Im now going on week three of no medications. My fasting glucose was 151 this morning and I need meds NOW!!!

      Business Response

      Date: 04/08/2025

      April 8, 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

    • Initial Complaint

      Date:03/23/2025

      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.
      Spoke numerous times with Accreedo Specialty Pharmacy beginning February 12th for a prescription that was sent over by my gastroenterologist Dr. ****** with ****** ******* clinic. Prescription was initially sent beginning of January to Accreedo Specialty Pharmacy. I have missed work due to heavy bleeding from a Crohns flare up due to pharmacy's negligence of filling my prescription.Spoke with **** from Accreedo and she assured me that prescription would be expedited on March 10th. Spoke to ******* with Accreedo on March 19th and stated he would expedite my prescription once again. Prior Authorization has been approved via my Health ******************** Blue Shield of Texas so pharmacy has all required documentation and approvals for shipment. My medication has been in process since February 11th and still hasn't been shipped.

      Customer Answer

      Date: 03/25/2025

      Business has resolved my issue.

    • Initial Complaint

      Date:03/21/2025

      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.
      Accredo specialty pharmacy is causing unnecessary delays in filling and delivering prescriptions.After unsuccessful attempts to resolve the issues, my insurance company spoke to Accredo and the issue was supposedly resolved. However, the pharmacy changes the doctors prescription and now requires "clarification" from the doctor. This has gone on twice and now the doctor is getting alienated and has reported it to her Rheumatology supervisor. They do not notify you of what is going on. You only look at your Accredo mobile app and see that nothing is happening and you must call in to find out why. We are about to miss dosages and all they can offer is "counseling" for missed doses. The health insurance, and the doctors office have all done their part. Accredo is stalling the process every step of the way.

      Business Response

      Date: 04/04/2025

       

      April 4, 2025




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


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


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

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

      At this time, the matter is considered closed.

      Sincerely,




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


    • Initial Complaint

      Date:03/20/2025

      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've reached out to Express several times this week for assistance with my daughter's ******* RX that was due for its 90 day refill.This refill has been nothing but h*** I'm getting run around issues from the doctor's office, Express Scripts and the pharmacies.I was advised this morning that Express Scripts is refusing to cover a 90 day RX fill for the generic ******* that they prefer to cover over the name brand. When I called Express Scripts today to find out, I couldn't get any answers. I was placed on hold for a supervisor for over 40+ mins. I'm actually still on hold for a supervisor.I know that Express Scripts is trying to force me to change this medication to a mail order. I refuse because the last time I tried to use the mail order, it was a nightmare. I was billed for stuff I never received and/or order. They would randomly just send medication whenever they wanted to without speaking with me first and then demand payment. It just got to be too much and they were trying to have pay for medication I wasn't even taking and I refused to continue paying for stuff I didn't order and didn't need.After my last experience with the horrible mail order service, I refused to ever attempt it again. Its really not worth the h*** they put people ********** right now before of this issue they can't seem to get resolved in a timely manner. They will be sending my daughter back to school on Monday without her ADHD meds. Way to go for very poor customer service for a medication that is a MUST for an ADHD patient.

      Business Response

      Date: 04/01/2025


      April 1, 2025




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


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


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

      We contacted Mrs. ****** and discussed her concerns; however,we attempted a second outreach 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: 04/02/2025

      Complaint: 23093678

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

      You never tried to reach out a 2nd time like you stated.

      Sincerely,

      *** ******

      Business Response

      Date: 04/09/2025



      April 9, 2025




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


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


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

      We contacted Mrs. ****** and discussed her concerns.  We attempted to notify Mrs. ****** of additional information 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 resolved.

      Sincerely,




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



    • Initial Complaint

      Date:03/20/2025

      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.
      Accredo has been in possession of a prescription for roughly 7 weeks. The prescription was required 3 weeks ago. The prescription still has not been delivered. Despite repeated escalations, the company has been unresponsive, inconsistent in communications and negligent. Because of the delays, the recipient of the prescription is now suffering significant health issues.

      Business Response

      Date: 04/09/2025

      April 9, 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 Mr. **** and will continue to do so through completion.  

      Sincerely,




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

    • Initial Complaint

      Date:03/20/2025

      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 was seen in my doctor's office on March 10th and prescribed a medication to help with my weight, high blood pressure and pre-diabetes. I have Lupus and have found research that this medication will help with the inflammation as well for the Lupus. My doctor and I discussed this medication in detail and I have done plenty of research externally on this medication. The doctor submitted the medication to my pharmacy and it was denied. I was informed that a prior authorization was needed through Express Scripts. My doctor submitted the prior authorization and once again I was denied the medication. The reason Express Scripts gave was the following: Reason: Coverage is provided for patients after a trial of behavioral modification and dietary restriction for at least 3 months. Coverage cannot be authorized at this time. I started the gym in January 2025 and I am on Weight Watchers as well which is both behavioral modification and dietary restriction, yet I was denied for a second time by Express Scripts. My current weight is 278, my BMI is almost 45, my most recent A1C was 6.2, I have Hahimotos Hypothyroidism, and I have high blood pressure that I take medication for. Yet according to the Express Scripts reviewer I do not qualify for a medication that will assist with all of these medical conditions, that my primary care doctor *** I have seen for years feels that I should be on to assist with my medical conditions. How is it that I was denied when I check every single box for this medication? I am on medication, going to the gym and participating in Weight Watchers I have taken steps to correct the weight myself and it is not working. I am not lazy, I have medical conditions that prevent me from having a very active lifestyle especially when I have Lupus flares. So a medication that will help me is being denied cause a reviewer *** does not know me or anything about me made a decision that I haven't taken the proper steps to correct my weight myself. This is not ok!

      Business Response

      Date: 04/01/2025


      April 1, 2025




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


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


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

      Sincerely,




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


    Express Scripts is NOT a BBB Accredited Business.

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