Business Profile

Health and Wellness

Express Scripts

Headquarters

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This business has 2 alerts

Pattern of Complaints

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

1,517 total complaints in the last 3 years.
608 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:04/07/2025
Type:Delivery 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.
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:03/26/2025
Type:Service or Repair 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.
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:03/23/2025
Type:Delivery 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.
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:03/20/2025
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.
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
Initial Complaint
Date:03/19/2025
Type:Service or Repair 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.
date medication called in by Dr ******* Accredos website says verification in process. Called third time Thursday 03/15/2025 was told waiting on insurance hung up called my insurance Molia while on phone with him he did a 3 way call advised prescription was approved and would be ready to ship come Monday, here it is Wed 19th I just called Accredo they no longer even show ****** as a perscription, not even showing verification in process any longer, customer service *** I spoke til did not know much I asked to speak to a supervisor she cam on the line said she did urgent ref#******** because she said my ****** info was not entered in the system which I find puzzling because they spoke with them on 3 way and got all that, I additional have copay assistance which we didnt even get to yet. The supervisor I spoke with said she put in an urgent and to have my insurance put in system would take 48 hrs, mind you im out of my medication and they knew all this a week ago. Im forced to go thru accredo I have nothing but problems with them I have had to use them for years now and its every single time when a new prescription comes in I know ima call 10 times and fight. Please help me get my medications
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 ***** ******* concern has been resolved.

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

At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager,Executive Correspondence
Customer Answer
Date: 04/02/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I did not want to speak to anyone again, they just need to be aware of the issues that us customers are having with their company!

Sincerely,

***** ******
Initial Complaint
Date:03/19/2025
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.
Express scripts does everything in their ability to deny prescriptions, I'm a health care provider my self in an NYC cancer center and it's a shame that my work's benefits includes Express Scripts.I have been out of my medication for 2 weeks now.called them 9 times in the past 2 weeks.1- my doctor sent the prior authorization they requested, they automatically denied it same day.2- I started the appeal process, asked my ** to resend the information they needed.3- after they received the 2nd prior authorization with the information they requested they informed me that I need to join a new program called Omada.4- joined Omada and got a confirmation from Omada that I met the requirement for the medication.5- 3 days later which is today called to check on the status was told that I have to wait another 6 days since the process may take 2-3 weeks.6- right now it's 20mins already and I'm speaking to a supervisor that isn't able to help me since she has no access to the appeal department and the appeal department is not answering her phone call.I will reach out to my executives at the hospital and request to consider to change the plan to somebody else.
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 Hani Elhatabs 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:03/18/2025
Type:Service or Repair 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 March 17, 2025, Express Scripts denied my coverage for a standard medication that my doctor sent to ***************. After calling Express Scripts and spending 1.75 hours, being transferred four times, and speaking with a supervisor, I still cannot fill my prescription. The first representative claimed the prescription had been filled three times, requiring a patient approval process for continued use. She also stated that I could only use CVS or ********* and could no longer use *************** as it was not an approved provider.After 30 minutes, she said she completed the patient override application and would transfer me to expedite the request. The second representative was unaware of this and confirmed that ****** is an approved pharmacy. She could not identify the reason for the denial, did not see the override request, and advised me to call **************** again. She also suggested that I have Amazon Pharmacy contact Express Scripts' Pharmacy Help Desk for an override. After 1 hour into the call, I requested a manager.Ten minutes later, a third representative readdressed the issue and stated *************** required a 90-day prescription, but no patient override was needed. I asked for a manager and was transferred to a supervisor. At this point, we were 1.5 hours into the call, and the supervisor was unprofessional. She repeatedly mentioned a letter sent on January 17, 2025 (when I was not insured with the company) regarding the 90-day supply requirement. Finally, when I mentioned filing a complaint, she instructed me to have my doctor write a new prescription for a 90-day supply at ***, which would likely resolve the issue. This was a frustrating experience, the customer service was horrendous and I still have no resolution.
Business Response
Date: 03/31/2025

March 31, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 04/01/2025
Better Business Bureau:

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

Sincerely,

****** *******
Initial Complaint
Date:03/17/2025
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.
Accredo has been constantly messing up my co pay assistance causing me to have a large balance. I have had to have multiple 3 way calls with them and my co pay company to no avail. Nothing has been accomplished. Every time I call each representative acts like they do not understand. They only want to try to fill my Rx and charge me saying I dont have a co pay assistance card. I had to call the co pay place again and do another 3 way call. They are always saying I dont have a rx which I do. This is such a scam. They never seem to have the correct info.
Business Response
Date: 04/03/2025
April 3, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:03/17/2025
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.
I am on a ******************** medication due to my **. ** medications are dispensed through Express Scripts and Accredo Specialty Pharmacy (both owned by Evernorth Health Services). Accredo dispensed three months of my ** medication without having a valid payment method on file without my knowledge. They didn't notify me of this and the next thing I know, I'm logging in trying to refill one of my regular medications through Express Scripts and I have a $2719.97 balance for my ** ******************** medication. When I call, hours of hold time between departments, they inform me that they need the updated copay information. I'm working with ****** (the drug company) to get this taken care of for them currently. However, Express Scripts tells me they cannot ship my regular medication until this balance is taken care of. I am on very important mental health medication that I cannot go without. I have a credit card (HSA Card) on file for my regular medications and they are refusing to use that card for my regular medications due to this balance for the Specialty medication. I feel that this is unacceptable and very dangerous for my mental health. Stopping mental health medications unexpectedly is very dangerous and should not come down to a mistake that was not caused by the patient. The patient should not be penalized.
Business Response
Date: 03/31/2025

March 31, 2025

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

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

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

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

At this time, the matter is considered closed.

Sincerely,

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

Customer Answer
Date: 04/01/2025
Complaint: 23077477

I have reviewed the business' response and am rejecting it because:
I have made several return phone calls to ****** and also sent him an email. He calls at times Im at work. He never responded to my email, which I think is a better way of communicating since he calls when Im at work.

Sincerely,

*** *****
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 *** Fureys 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:03/17/2025
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.
Date of prescription approved by Health Insurance: Around Jan 20, 2025.Express Script finally updated prescription on Feb ******* (after numerous calls).Express Script finally transferred prescription to ACCREDO pharmacy to fill in March.March ******* medication was to be shipped with ETD of March 15th.March 17th, 2025 was told prescription was never shipped. 10 weeks of phone calls and hours on hold and prescription is still not delivered.
Business Response
Date: 04/03/2025
April 3, 2025

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

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

Dear ********************** is to advise you that Hrepsime Lopezs concern has been addressed. The medication shipped via ***** Next Day Air that was delivered on March 18,2025.

Sincerely,

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

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This business has 2 alerts

Important information

Complaints

Customer Complaints Summary

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Express Scripts is NOT a BBB Accredited Business.