ComplaintsforExpress Scripts

Health and Wellness

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.

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Initial Complaint
10/31/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Express scripts charged my checking account $674.02 instead of charging a credit card that was on file specifically for that purpose. Missing this large amount of money has now put my family in a financial hardship to pay other bills for the month. I called express scripts before the debit posted to my checking account and was told they would try to intercept it before it posted and would call me back, but they did not do either of those things. I also tried to stop the payment myself through my bank, even though this was not my fault, and was told it was too late for that also. I will not be using this company in the future for a medications if at all possible now.
Customer response
10/31/2024
I was contacted by an express scripts agent this morning, 10/31, with a possible resolution to refund the charges. I will update again if this refund does not post.
Initial Complaint
10/22/2024
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.
Krogers no longer fills prescriptions for VA, ***************** ********* Disabled. No one with Express Scripts can get a Flu shot or vaccines conveniently. This should be a class action against Express Scripts. For twenty years I've had to put up with this mediocre company. Settle your dispute.
Business response
11/05/2024

November 5, 2024

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

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

Dear ********************** is to advise you that ***** ****** concern related to *************** no longer filling prescriptions has been resolved. As of January 1, 2023, ****** and their affiliate pharmacies are no longer in the Express Scripts pharmacy network due to the contract not being renewed.
The flu shot and several other preventative vaccines are covered at no cost if administered by a pharmacist at a participating in-network pharmacy or by a ******* authorized provider. Mr. ***** was able to obtain his flu shot at ************ on October 23,2024.
We contacted Mr. ***** and at this time, this matter is considered resolved.
Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/22/2024
Complaint Type:
Delivery 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 *** sent my prescription for continuous glucose monitor to express scripts on 10/3/24. Express scripts shipped the Rx on 10/6/24. The address on the package was determined to be incomplete by **** forcing it to be returned to sender (express scripts). Express scripts refused to reverse/cancel the Rx stating they have not received it back yet. This forced me to have to request an early refill in order to expedite me receiving the **** SAVING medical device that controls how much insulin my insulin pump administers to me. Now express scripts has my prescription in a hold process saying its too early for a refill. Despite multiple personnel pushing authorizations through to enable the pharmacy to send my Rx early, it is ultimately ending up in a limbo status due to other staff not reading the complete notes for my case number. Express scripts has given several incorrect updates/info to me, has forced me to go through hours of phone calls with no resolution. My last call today ended with a senior supervisor telling me your prescription shipped today. When I questioned her why all the other staff before her couldnt see that documented anywhere, and why I had not received a notification of it shipping, her response was I dont know, there is no shipping confirmation number but it shipped. My account still shows the initial Rx as being returned to sender in the shipping status, and the refill as scheduled to ship 12/11/24. My blood sugar drops frequently through the middle of the night even while wearing the monitor that gives feedback to my insulin pump. Now there is nothing to notify me while sleeping that my blood sugar is low, or to communicate to my insulin pump to stop delivering insulin. Due to the complicated status of multiple prescriptions in limbo with over-rides and authorizations, it is not even feasible at this point to have the Rx sent to an alternative pharmacy. This would cause further delay with insurance.
Business response
11/05/2024

November 5, 2024

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

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

Dear ********************** is to advise you that **** Steeles concern related to not receiving her medication has been resolved. The order in question was returned to us by the shipper on October 21, 2024, and it was resent on October 22, 2024. The medication was reshipped via *** Next Day Air and was delivered on October 23, 2024.
We contacted Ms. ****** and at this time, this matter is considered resolved.
Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/22/2024
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 have Express Scripts as my prescription insurance through work. I was previously approved via pre-authorization for a medication. Even though my prior authorization is active, they will not fill my script because they say its for 1 month not 3. When I reached out, they informed me that I need my doctor to call in a PLA. All of above has occurred from my doctor, and yet they will not allow me to fill my medication. They keep canceling and altering my prescription. They have continued to drag out, delay, and will not communicate with me about steps I can take to continue my medication. They instructed me to have my doctor reach out via multiple modalities (calling, emailing, faxing) and despite doing every one of those things they claim, they are still not filling the script. They are the ONLY pharmacy with this med right now. I NEED THEM to fill it. I've been run around and around in circles and spend all my time on the phone to the doctor and them. I want my script filled.
Business response
11/06/2024
November 6, 2024

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

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

Dear ********************** is to advise you that ********* ***** medication concern has been resolved. The medication is covered for a maximum quantity of 2ml within a rolling three hundred sixty-five day period per the plan guidelines. The prescription was reduced to 2ml (twenty-eight day supply) was cancelled as Express Scripts Pharmacy will not dispense less than a thirty-five day supply. As a result, Ms. **** secured a twenty-eight day supply at the retail pharmacy on October 23, 2024. Additionally, the prescriber can initiate a coverage review for additional quantity with the client at ************.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/21/2024
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.
Express Scripts was unable to supply a prescription due to manufacturer issues. I have been trying to get a release of the prescription to CVS so they can fill it; I have literally spent the last 8 business days on the phone with Rona, ***** ******* ******* and the most recent was ***** on 10/21. Ive been told to have *** call their pharmaceutical team to get a vacation override, when the *** pharmacist called they were told that the override could not be processed. When I call Express Scripts back I was told that my Sons Endocrinologist has to fill out a secondary override for the prescription (his office has done everything they were requested to do) and TODAY I was yet again told something completely different !! Today the excuse was that the ** had to call the Review team in order to get the prescription approved. Im so frustrated and feel thoroughly harassed at this point. Im considering seeking legal counsel. They SHOULD NOT be allowed to do this to people who they CLAIM to support!!!!!
Business response
11/04/2024
November 4, 2024

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

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

Dear ********************* is to advise you that ***** Kassims concern related to challenges receiving her sons medication has been resolved. The customer secured a thirty-day supply at the retail pharmacy on October 8, 2024. Furthermore, an override was approved for a vacation fill and the customer secured a ninety- day supply at the retail pharmacy on October 22, 2024.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/18/2024
Complaint Type:
Delivery 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.
To Whom It May Concern;I have been trying to figure out why my prescription has not mailed yet. It was received on 10/8 and it had been filled previously. I have called every day and have been given WILDLY different answers from - it shipped last week - it will ship Monday 10/14 - the ship date is now 10/26 - the medication is back ordered - the medication has been filled and is sitting waiting to be mailed I then spoke with controlled substance pharmacist, ******, and customer service supervisor, ******** 10/15 on a conference call and they said it had been escalated and were providing one day shipping at no expense to me. They confirmed that the prescription had been fulfilled and my label affixed and it would be shipped out to be received Friday. They instructed me to call today of there was no change in status on the app.I spoke with two customer service supervisors today, 10/16, because the status didnt change. I was told twice today that it was being shipped out, but the status didnt change. I spoke with supervisor Deja tonight at 8:00 pm and she connected with a pharmacist tech who said the prescription was sitting, ready to be shipped, but it wasnt. I was told it would be escalated again because there was just no traction on the shipping.I spoke with level two supervisor ****** *., who investigated and said the prescription hadnt sent. I received a call from supervisor ********* at 5:00 pm stating that she spoke to two different CS2 pharmacists who confirmed the order was filled and was being packaged. She said there was no drug shortage supply, only for *** contracts, which would not affect me. Still no update to the status. I spoke w/Cs2 pharmacist, *****, who stated the med is out of stock. She also stated there is no estimated date of receipt of medication or ship date, which seems quite unbelievable. Everyone I have spoken with has been courteous, but I am no closer to a resolution for a medication I needed today, sent on 10/8.
Business response
11/01/2024

November 1, 2024

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

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

Dear ********************** is to advise you that **** ******* concern related to not receiving her medication has been resolved. The order in question was cancelled per Mrs. ******* request on October 21, 2024.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
11/04/2024
Complaint: 22441877

I have reviewed the business' response and am rejecting it because: I was unable to obtain the medication or a date for filling medication. I cancelled my membership and had to seek services elsewhere as a result.

Sincerely,

**** ******
Business response
11/08/2024
November 8, 2024

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

Re: **** ******/ #********

Dear ******************* am in receipt of your letter regarding a complaint filed by **** ******. As a result of your letter, Express Scripts further reviewed Mrs. ******* concern and would like to take this opportunity to respond.
Mrs. ****** expressed concerns with challenges securing her medication from Express Scripts Pharmacy. As previously shared, the order in question was cancelled by Mrs. ****** on October 21, 2024.
We received a new prescription from Mrs. ******* provider on October 8, 2024. Our standard processing time for a new prescription is up to 7 days processing excluding Sundays and Holidays but for controlled medication, additional time to process may be incurred. However, this order exceeded the standard processing time due to the medication being low in stock, we did not have enough medication available to fill the order. We secured additional stock of the medication on October 22, 2024, but this was after the order was cancelled. When there is a medication shortage, we are not able to determine the date that it will be fully back in stock but if the order remains in process, it is filled once additional stock is secured.
Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
11/11/2024
Complaint: 22441877

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

No action was taken to counteract the inability to receive a consistent answer from each express scripts employee that I spoke to over this time period, trying to secure my medication. Each individual gave me wildly different answers, from that the medication had already been shipped to it was out of stock to it had an estimated shipping date of the next day, etc.. This led to extreme confusion, m and anxiety on my part. This also included level 2 supervisors. I was encouraged by express scripts staff themselves to leave and secure a local pharmacy. It would be nice if express scripts would take accountability for their ineptitude with lack of uniform processes and staff inconsistencies. I am one of hundreds with this same concern.

Sincerely,

**** ******
Initial Complaint
10/17/2024
Complaint Type:
Delivery 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.
On 10/4/24 a script was sent for my child. As of 10/13 there was no communication from the pharmacy so I contacted them to find out the status of the order. I was told it was being expedited and would be shipped but that it was delayed due to being a new script at their pharmacy. On 10/15 I called again and was told that they were low on supply by one staff member then the manager told me this was a lie. The manager then stated she would call me on 10/16 with an update on the shipping which didn't happen. On 10/17 I called again and they stated that it was expedited and they had no time line on shipping. Meanwhile my child is without her meds and all they want to do is tell lie after lie and fail to follow up on the order.
Business response
10/30/2024

October 30, 2024

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

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

Dear ****************** is to advise you that ***** ****** concern related to challenges securing her daughters medication has been resolved.
On October 4, 2024, we received a new prescription from **** ****** daughters provider; however, we were unable to fill the prescription initially because of a medication shortage. Due to the medication only being temporarily out of stock, the order remained in process and once the medication became available, it shipped via *** Next Day Air and was delivered on October 21, 2024.
We made multiple attempts to reach **** *****;however, have not been able to discuss this matter with her. At this time, this matter is considered resolved.
Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Express Scripts refilled the wrong prescription and will not send me the prescription needed. I need test scripts for my glucose meter and they sent me a second meter (that I did not need). I have tried to resolve the issue, but they just give me the run around.
Business response
10/30/2024

October 30, 2024

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

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

Dear ********************** is to advise you that ******* ******** concern related to challenges securing her medication has been resolved.
On October 17, 2024, a new prescription was received from Ms. ******** provider who later requested to cancel the order and sent a prescription to the retail pharmacy. Initially, claims rejected for refill too soon, but upon review of Ms. ******** claim history, it was determined that this was not too soon to be filled because there was a change in therapy. In an effort to resolve, we contacted the retail pharmacy and Ms. ******* secured the medication on October 25, 2024.
We spoke with Ms. ******** she appreciated the actions taken and this matter is considered resolved.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
10/31/2024
Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
10/17/2024
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.
customer service continues to disconnect customer service not able to get billing correct there is a zero copay out of pocket met. still attempting to charge
Business response
11/05/2024
November 5, 2024

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

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

Dear ********************** is to advise you that ****** Nareds billing adjustment concern has been resolved. On September 21, 2024, the client reversed a medical claim dated February 13, 2024 in the amount of $203.42 resulting in the customers out-of-pocket no longer being met. As a result, the customer is responsible for the copayment amount of $123.42 for the claim dated October 16,2024.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted express scripts BEFORE prescription was received in the mail because they had improperly filled the same medication twice after they were asked to move it from retail to mail order once. During call *** advised to keep product and adjustment would be made to the acct. when I followed up advised that it would not be because I received product and nothing could be done. Spoke with supervisor about and requested a higher up to call pertaining to this adjustmentissue and false information from their app on another medication. Guaranteed with 24 hours and NO further contact has occurred and it has now been weeks. Other issue was website and app showed that there would be a significant savings to move inhaler script to be mailed and that I needed to do so as I am limited to how many fill I can do at retail. When script was received the same exact item that I picked up at retail for 30 days was sent as a 90 day supply at twice the price. There was no savings to be seen the same medication now cost me twice as much for mail in as it did retail. When checking prices online it also lists cost as 1 inhaler per MONTH not 3 months. When questioned why I was being prompted to change for a yearly savings on medication and I received the same NDC, which they told me didnt matter which is incorrect, they said it was based on contract rates. Not questioning contract rates questioning why Im being promoted to have a significant savings and then pay twice the amount as retail would have been for the SAME item and quantity I received for 30 days. Verified with retail store the script as it was written should have provided three at the price not one that was received. I would like an explanation of the false advertisement that doubled the cost of my inhaler and an account adjustment as I was advised during the call before the item was received and I attempted to have item stopped/returned.
Business response
11/05/2024
November 4, 2024

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

Tracking ID: ********
Complainant: Alysse Wine

Dear ********************** is to advise you that ****** ***** billing concern has been resolved. A one-time courtesy copayment credit in the amount of $96.00 was issued to the account on November 5, 2024. As a result, a refund in the amount of $76.00 was applied to the customers credit card due to a previous account balance of $20.00.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer response
11/05/2024
Better Business Bureau:

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

Sincerely,

Alysse Wine

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