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

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.
604 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:04/01/2025
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.
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: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'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: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

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

This business has 2 alerts

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Express Scripts is NOT a BBB Accredited Business.