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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:
$90.00

Total Amount Settled:
$0.00

Complaint Experience

50%

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

6 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
3	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

6 complaints against Express Scripts

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1/14/2026

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

Customer Complaint

12/19/2025

I would like to complain about this company for a variety of reasons - the easiest one first - their website has literally never functioned - ever - in 6 months. The major issue I have is that they have decided that I do not need the total prescription of a medication I have been taking for 30 years - I can only get 23 out of 30 per month for some unknown reason - nothing has changed about the doctor or the prescription - yes, it is a Schedule IV controlled substance - as I mentioned I have been taking it without incident for 30 years . . . I am in the process of filing a formal grievance with them and any boards that I can complain to - I'm sure they will say that this change was made by a doctor - which is generally a lie from any insurance company Their customer service branch is either unwilling to look up why this change was made or too stupid to do so - I've talked to two separate people who have told me it is because it is a controlled substance - people sometimes need controlled substances to manage illnesses - that is why they are not illegal. Of course all new prescriptions will go to my local pharmacy from now on. Resolution Sought covering a prescription as a doctor wrote it

5/13/2025

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

Customer Complaint

4/17/2025

I work on Prior Authorizations, almost everything I send it is rejected at least once. I am told that I never sent a prior auth. in. I send in the questionnaire with supporting documents, just to be told that I did not submit paperwork. Or if they find the paperwork that is does not have the information needed to get medication approved. TOTAL LIE!! I know how to do prior auths. Now all of a sudden people can get the GLP-1 and GIP because their insurance pays for it. But almost everyone gets denied! Patients have called Express Scripts then called me to say they cannot get a straight answer, they talk to several other people and get told something different each time. I and many other people believe that this is being done on purpose in hopes to make people give up. This is truly the most frustrating experience for our offices and our patients. Resolution Sought Train people so that they are all on the same page when giving information. Come up with a better way to approve people that have all the requirements that are needed. Less wait time for prior auths.

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