Current Alerts For This Business

Pattern of Complaint:

Better Business Bureau is advising consumers to use caution when considering doing business with Express Scripts. BBB has received a pattern of consumer complaints alleging delays or failure to ship correct prescriptions or medications; failure to accept returns or medications which were shipped in error; failure to issue refunds; debiting credit or debit cards for prescriptions not shipped and poor customer service.

Additional Complaint 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.

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
02/08/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I waited 2 weeks to refill my ******* injections from *******, to finally be told it was no longer covered by ****. My Rheumatologist prescribed Kevzara. on 01/27/2025. It was approved through ****. However ******* is dragging their feet filling the prescription. It has been in "Pharmacist Verifying" status for a week!! At this point I have miss 3 doses of medication for my Rheumatoid Arthritis. I have been experiencing a flare-up and have missed 4 days of work due to excessive pain and stiffness! I do not understand why ******* is allowed to hold back dispensing medication that has been prescribed by a physician and approved through insurance. Medication is prescribed for a reason!!
Business response
02/21/2025

February 21, 2025

Better Business Bureau Serving Eastern Missouri and Southern Illinois
*** ** ********* ***** ****
Saint Louis, MO *****
Attn: Dispute Resolution Department

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

Dear Sir/Madam:

This is to advise you that ****** ********’s concern has been resolved.

We made multiple attempts to reach Mrs. ********; however, have not been able to discuss this matter with her. Should Mrs. ******** 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 response
02/24/2025
There is no need for me to contact ******* because as soon as they were notified of my BBB complaint, the issue was miraculous resolved! It's ridiculous that I even had to get the BBB involved to get resolution!
Initial Complaint
02/06/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My order was placed on Tuesday Feb 4. I called immediately to confirm and ask questions. A woman told me that I can choose two day shipping for an additional fee and that my order would be shipped out the following day.I called back Wednesday, Feb 5 after my order was never shipped as promised. The lady gave me a one time courtesy for one day shipping and told me to check back next day.Thursday, Feb 6. A gentleman escalated the prescription and stated it will be shipped out this afternoon. Call us if it isnt. It wasnt when I spoke to another woman who said it will take three more days. I need to call my doctor and get a seven day hold over.This is ridiculous. Your people dont know anything. I would like my shipping fee to be waived and I would also like my prescription to be fulfilled in the times your employees state it will. If they dont know, they need to stop speculating. That is not great customer service.
Business response
02/18/2025

February 18, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
02/19/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. The issue was resolved within 24 hours of the report.

Sincerely,

******* ****
Initial Complaint
01/31/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a 90 day supply of ************ .05 and was told by express scripts and my Drug Plan Wellcare that it would cost $170. When the prescription came through Express Scripts is trying to charge me $343 twice the amount both services said it would cost
Business response
02/07/2025

February 7, 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 response
02/12/2025
Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
01/28/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Accredo/Express Scripts incorrectly billed two of my prescriptionsthey billed one claim for a Date of Service in 1/2024 to my 2023 benefits and another claim for a Date of Service in 1/2025 to my *************************************************************************************************************************************************** at least one of these cases, they appear to have knowingly changed the service date so they could intentionally bill the incorrect plan years benefits (the service date was changed after one of my calls). Because of these errors, my out of pocket expenses were far greater than they should have been. If this issue remains unresolved, I will report it to my states attorney general as well as the federal government as Express Scripts is a Part D carrier with strict enforcement against fraud, waste and abuse.
Business response
02/18/2025
February 18, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer response
02/19/2025
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
01/28/2025
Complaint Type:
Service or Repair Issues
Status:
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.
My issue started on 1-17-2025 , I went to pick up my prescription at *******, where I alway get them cents rite aid close, no problem for along while, ******* said my prescription cost ****** I asked why and they stated that it was a ****** covenants fee for pick up my prescription and not going through the mail prescription, so I changed I had several refills on all my prescription and express scripts would no honor my prescription from ******* I had to call all my doctor and get new ones , in which I did on the 18 th and express scripts said they had not received it yet, so I called my doctor and they sent a new one! My prescription cost almost not thing at *******, and know I have to pay a lot more though express scripts, and they still are processing my prescription and today is the 1-18-2025 these are medication that I need for my lungs disease, I know not will be done being a big prescription company probably wont even get nothing! If I die theres one less person to cover right!
Business response
02/13/2025
February 13, 2025

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

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

Dear ********************** is to advise you that ***** Aishes concern has been addressed. We made multiple attempts to reach Ms. ****** however, have not been able to discuss this matter with her. Should ******** return our call, we will be happy to discuss her concerns. At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
01/25/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Accredo Specialty Pharmacy will not send my medication after several phone calls.
Business response
02/07/2025

February 7, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
02/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I did, however, spend almost 7 hours on the phone trying to get the problem resolved.

Sincerely,

******* ********
Initial Complaint
01/25/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started a medication in December, which is an injection that I get once every 28 days. It is a specialty medication and has to be delivered bya specialty pharmacy. My pharmacy at the time still took my insurance in December so we had no issues then. It wasnt until I found outon January 20, 2025 that they dropped my Insurance express scripts. My Rx was sent to Accredo which is a specialty pharmacy that is also owned by express scripts. I had called to find out when I would be getting my medication they couldnt tell me, but they said it was in the process of being scheduled the next day I called back and asked the same questionand I got hung up on. I called back very frustrated to find out when I would get my dosage because I was already a few daysoverdue. I still did not get any answers. I simply was told that I would just have to wait until they were ready to deliver it. Thismedication is not just any medication. You cant just stop taking it if you do it can cause problems and I already have health problems, especially my heart. I havent heard anything back from these people. They refuse to call me back. My doctor cant get a response and Im sitting here with no now for eight days. Im very disappointed this is messing with my health. Im also in recovery and this medication is crucial to me continuing succeeding in my recovery. Im very disappointed in the lack of care by a company that is supposed to be taking care of patients on specialty medications. They need to be shut down as a business because blatantly ignoring a patients request to have their medication in a timely manner is a special kind of evil. I truly hope something is done about them getting my medication sublucade injection in a timely manner.
Customer response
01/28/2025
I have spoken to someone from express scripts and I found out that in fact it was just miscommunication so I would like to remove my complaint, please and we are resolving the issue. Apparently my doctor is the one that is ignoring the request for the prescription because hes not aware its at the wrong pharmacy because he hasnt gotten my messages in over a week.
Initial Complaint
01/25/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I was started in a medication that was authorized by this company November of 2024. I took 4 weekly doses and was due to renew on 1/1/25. Needed a new prior authorization and a continuation of dose permission. It has been 3.5 weeks that I have been without medication as they have opened 12 cases. Everytime we call and inquire they open a new case. It is always a 30 to 60 minute call to speak with the appropriate person. Each new case says it is missing information. The information is scattered amongst all 12 cases but they refuse to look at it all together. This is gross incompetence. They never offer a solution and have myself and my physician running in circles while I am out of my medication.
Business response
02/07/2025

February 7, 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
Initial Complaint
01/24/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March 2024, I was attempting to refill several of my prescription medications. I called Express-Scripts [ES] several times and they kept telling me everything was in order but the prescriptions were not shipped. After several weeks of not getting anywhere I finally was told I didn't have any insurance until June 1 and that is when they would ship my prescriptions. My employer did not show any issues and I should have been covered. It took a couple more weeks to get ES to correct the issue and ship my medications. They back dated my coverage to January 1, 2024 though I truly was not covered until May. They couldn't and didn't backfill prescriptions. In June of 2024, I was trying to fill a controlled medication. ES kept saying they had received nothing from my doctor, but my doctor kept saying they sent it. ES strongly encourages doctors to use "escripts" to fill prescriptions. My doctor showed that the prescriptions were submitted on 1/6/2025, 1/16/2025, and he did the submission in front of me on 1/21/2025. ES still does not have any requests from my doctor. I contacted ES about this and they said their "escripts" system was down and my doctor should email the request. I have been without medication and unable to follow the care plan of my doctor for almost two months.
Business response
02/07/2025

February 7, 2025

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

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

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

Sincerely,

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

Customer response
02/10/2025
****** at Express-Scripts [ES] worked to solve my immediate problem of the prescription not being received by ES.
****** did a great job of communicating regularly and letting me know the status of the prescription. Before this, I could only call the doctor and call ES, wait a week and nothing happened and call again.
I really appreciate the effort of ****** and ES to solve the immediate problem. The only item that I would like to resolve is that ES said the doctor submitted the prescription and got the confirmation from the system that the prescription was received, however, ES still did not show anything at their end. In three months, I am going to be in the same situation and the problem will likely not be resolved. I don't think that the doctor can resolve the issue without the help of the pharmacy that is receiving the prescription.
That being said, ****** did a great job and I appreciate ES getting the immediate problem solved. They definitely took this seriously and showed urgency in resolving the problem.
Initial Complaint
01/24/2025
Complaint Type:
Billing Issues
Status:
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.
I was confirmed a $83.22 charge for my order. I was billed x 2 $166.44 *********** was not aware of the quantity needed for a 90 day supply of freestyle Libre sensor 3 and now I am being charge double the price for there mistake.
Business response
02/11/2025
February 11, 2025

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

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

Dear ********************** is to advise you that ******* Melendezs concern has been addressed. We made multiple attempts to reach Ms. ********* however, have not been able to discuss this matter with her. Should *********** return our call, we will be happy to discuss her concerns. At this time, the matter is considered closed.

Sincerely,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Current Alerts For This Business

Additional Complaint Information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary