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Express Scripts complaints

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1 Express Way
Saint Louis, MO 63121 | Get Directions

(800) 871-4663

http://express-scripts.com

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Total Amount in Dispute:
$267.00

Total Amount Settled:
$0.00

Complaint Experience

63%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

8 complaints against Express Scripts closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

8 complaints against Express Scripts

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3/30/2025

RESPONSE: Complaint was not answered Amount in Dispute: $90.00 Amount Settled: $0.00

Customer Complaint

3/4/2025

I had an account with express scripts in 2024. I paid my out of pocket in may 28 of 2024 with my insurance company Christa's health insurance and after you do that all the doctors visits and prescriptions should Be free to me the insurance pays for everything after that express scripts charged me on may 28 45.00 for a prescription and then again on June 7 for another 45.00 for another prescription. I have been talking to them since October 2024 about this issue. And I've been told by a few that I'm owed the overpayment but as of today I have not received my refund . Resolution Sought I would like to have my overpayment refund to me .

5/1/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/26/2024

MARCY W on your Physician line 1-800-753-2851 on 2/22/24 was VERY rude, unhelpful and hung up on me after taking information for over 15 minutes. I am a practicing physician and this is an absilute waste of time, just because we are trying to get ur patient their medication. Resolution Sought Call me and get this fixed.

Company Response

4/9/2024

The customer expressed frustration when trying to ensure a member received medication. Unfortunately, Express Scripts was unable to locate the call or account in question for review with the information that was provided in the complaint. Express Scripts spoke to the customer to advise that they were unable to locate the call in question and apologized for any inconveniences that the customer experienced. If there are any further questions please call 800-871-4663. Sincerely, Casie Hanson-Jones Senior Manager

Customer Rebuttal

4/9/2024

This manager told me she would call me to get details, and try and pull records about the call, yet she closed the complaint. As a physician who complained, I can not even imagine what you all do to patients. This needs to be escalated to your leadership.

Company Final Response

5/1/2024

This is in response to the rebuttal submitted by Dr. Gaurav Jain and we would like to take this opportunity to respond. We previously expressed difficulty locating a call that Dr. Jain had with Express Scripts due to the lack of information initially received. Dr. Jain provided additional information that allowed us to review the call in question. After review, it was determined that the individual was new to the organization and there was opportunity to better manage the call. As a result, this matter was addressed internally with the individual. Express Scripts discussed the call with Dr. Jain and apologized for the experience. I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at (800) 871-4663.

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