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Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

This profile includes complaints for CVS Caremark's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 516 total complaints in the last 3 years.
    • 165 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested Caremark for an EOB for my prescription that I can submit to my secondary insurance. Repeatedly they have denied my request and asked me to take screenshots of the websites that lack basic information like the claim number. Agents are apathetic and do not care and keep pasting responses in the hope I will go away and I cannot find anyone who actually cares about helping me out.

      Business Response

      Date: 06/30/2025

      PBM Response File#********. 

      Customer Answer

      Date: 07/01/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I have attached the conversation with CVS with the complaint. I fail to understand why *** says I havent contacted them.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 07/03/2025

      PBM Response File#********

      Customer Answer

      Date: 07/07/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I have already contacted our benefits office and they say that CVS Caremark is supposed to issue EOBs as it is not their responsibility.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The hoops CVS Caremark make you jump through are insane. I have called in numerous times as well as my provider. I was sent in budesionide for my crohns disease. I have taken it in the past with my prior insurance no problem. First CVS wants to confirm I dont have an allergy interaction, which I dont. My provider calls in and confirms. Then they want to clarify how I am to take the medication. They call in again and confirms. I thought all was well. They I am told it needs prior authorization, which it does not. So they cancel that out and have my provider send it in a different way. So they do, and now its back to wanting to confirm how I am to take the medication so my provider calls again. They submit a new authorization over the phone. and now here we are back to square one with wanting to confirm the allergy. They should have this on file. Its been the same medication submitted every time. But they say my provider has to call AGAIN for the like 4th or 5th time to give them the same information they have been given several times. When does this end so I can get my medication? Why am I being ran in circles for one medication even if its been submitted several times at their request. Nothing has changed. Its been the same exact medication submitted every time, How do they not keep records of this!

      Customer Answer

      Date: 07/04/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23508307. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 



      Regards,



      Jennifer Nelson

    • Initial Complaint

      Date:06/16/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      *** continues to bill me for medicine I have not ordered or approved. I sent *** a letter but no response . I tried to call but CVS phone system too complicated to reach a human. CVS needs to call me and explain ************ THIS BILL WILL NEVER BE PAID

      Business Response

      Date: 06/16/2025

      At ***, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate *********** *** sharing his concerns and the opportunity to address them here.

      In order to assist, we will need the store location and a copy of the bill in question to proceed. 

      Customer Answer

      Date: 06/17/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      First of all, CVS uses a generic reply to my complaint. This clearly shows *** lack of respect to its customers and the level of effort to resolve a problem. The other issue, this bill is not at the store but CVS mail order service. If CVS was slightly interested to resolve the issue, they would look up the account with my mailing address they send the bill to. *** is a horrible company and I do NOT expect they do anything to resolve this problem other then come up with excuses of nonsense.

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ***********

       

       

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      CVS CAREMARK is not appropriately nor fairly paying claims filed by mail. I have attached claims forms total a request for $194.00 to be processed for hormonal treatment for ******** ****** (my spouse) who is beside herself as CVS continues to hide behind paperwork.We have filed claims both by mail and on their specialty compounded portal. Regardless of the method CVS claims we have not shared detailed receipts with the compounded ingredients. We have. They are attached. Please see for yourself.Hormonal treatments are covered by my Employer, *** *****. Our approved Drug list includes these medicines. I have been in touch with Lilly ***** ********* so they are aware of this issue.CVS is not playing fair. This is a sad situation.

      Business Response

      Date: 06/30/2025

      PBM Response File#********

      Customer Answer

      Date: 07/07/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ


      CVS responded that we have been paid but we have not received any payment

      CVS reply stating they showed Payment:

      "An exception has been made by the Members plan which has already given approval for the past paper claims to be covered, as well as future claims until December 31, 2025. The past paper claims for the Members
      compound medication now show paid"

      That is great if we do indeed get paid but so far we have not received anything. 

      It was mentioned that future claims would be paid too.  It would be helpful for CVS to provide a template for filing the claims appropriately as there Specialty Claims forms are very complicated and their staff return them as denied without explanation as to how to appropriately complete the form to get approval.

       



      Regards,

      ***

       

       

      Business Response

      Date: 07/09/2025

      PBM Response File#********

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      3/10/2025 Freestyle Libre 3 - ******* for $224.99 Now you're showing on the Finical summary that you gave me Freestyle Libre 3 PLUS THIS IS a FATAL FLAW and now causing an error and potential issue with prior authorization even if it is NOT. This is STILL a FATAL FLAW and unacceptable as it messes with my FSA, medical insurance, medical billing, financial planning etc as now I sent reimbursement to my FSA for the Libre 3 and now your records say the 3 PLUS. How can a Pharmacy just randomly change what the doctor prescribed and they filled and I picked up. This needs to be fixed. **** and someone needs to contact me ****

      Business Response

      Date: 06/17/2025

      PBM Response File#23456972

      Customer Answer

      Date: 06/17/2025

      Better Business Bureau:
      I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23456972. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 


      Again you all have totally missed the point.  Look at the documents I submitted.  You have changed the RX #1181292 to the Libre 3 Plus when you filled the Libre 3.  But, go ahead and stick to your story as I have a screen shot of what was filled and what you have changed it too.  I will send this to the Ohio Board of Pharmacy.

      Have a great day!!!

      Go ahead and close the case as they refuse to active read and listen and think they know everything.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.




      FAQ



      Regards,

      Jane




       


       

      Business Response

      Date: 06/18/2025

      PBM Response File#23456972

    • Initial Complaint

      Date:06/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      CVS Caremark charged me $100 on June 10th and I did NOT authorize this charged. Im on a payment plan to pay CVS Caremark $25 a month so I dont know why they charged my debit card $100 without approval. I need my $100 refunded ASAP.

      Business Response

      Date: 06/16/2025

      June 12,
      2025


      Better
      Business Bureau
      5
      Mt. Royal Ave. Suite 100
      Marlborough,
      MA 01752-1927


      RE:          Complaint #: 23448182

      Dear
      Sir/Madam:

      This
      letter is in response to the correspondence we received from your office on June
      10, 2025.  Thank you for the opportunity
      to address the Member's concerns.

      The Member expressed concerns about an unauthorized charge
      placed on a payment method saved on their mail order prescription account.  CVS Caremark’s finance/billing system is
      automatically notified of a balance due. When there is a payment method on file
      marked as the default payment method, the balance is applied, which is what
      happened in this case.

      On June 10, 2025, the Member called into
      customer service regarding the charges. The customer service agent identified
      the concern and explained the cause to the Member.  With the Member’s permission, the agent
      removed the default payment option from the credit card and initiated a payment
      dispute to refund the charge.

      On June 10, 2025, the refund request was
      approved, and CVS Caremark’s records show that the refund was credited back to
      the payment method it was charged from and the balance due is showing on the
      Member’s mail order account. The Member expressed satisfaction during the call
      and confirmed all concerns have been resolved.

      We sincerely apologize for any frustration
      or inconvenience that the Member experienced. We value our members, and we are
      confident that future service will consistently reflect our commitment to our
      purpose, “bringing our heart to every moment of your health.”

      Respectfully,

      Cordia Paul
      Advocate

    • Initial Complaint

      Date:06/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      CVS Speciality Pharmacy filled a refill of our Gonal-F on Friday 6/6/2025 as we were about to run out due to increasing the nightly dose. This is a medicine that needs to be taken for fertility treatment at specific times each day. The package was supposed to arrive the next day but was delayed with *** and would not arrive until Monday. This means we would miss 2 doses of the required medicine. ********************** was unable to get us more medicine in time so we requested the prescription to be transferred to ********************** because they would be able to fill it that day. But because we did not go with CVS Specialty pharmacy (our insurances preferred pharmacy) they would not cover it via our insurance. Instead of paying $85 for 3 pens of Gonal-F we had to spend $500 for 1 pen to get us through the weekend. Come Monday I meet the *** driver outside and he tells me that the package has an intercept on it and cannot be delivered. Because we told *** they could not fill it in time and needed to transfer the script to OU they put an intercept on our package and it could not be delivered. Now we my need to spend another $500 for a pen to hopefully get us to whenever the next package may or may not arrive. The lady at CVS pharmacy we talked to failed to tell us that if we transferred the scrip that they would intercept our package otherwise we would have asked for another solution.

      Customer Answer

      Date: 06/19/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 06/26/2025

      Please see attached response. 

      Customer Answer

      Date: 06/26/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23443850. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 



      Regards,



      Brian Jarvis

    • Initial Complaint

      Date:06/08/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      *** refusing to provide me with my current prescription because they say I owe them $249 from March of 2023. My current prescription is due to be refilled every eight weeks. The last three to four times? I have had my prescription filled by Cvs the $249.00 always comes up. but each time they remove it say I don't owe, then when i place my order eight weeks later they say I owe. (you can pull this info from there notes/phone conversations.Each time Cvs filled my current prescription they are paid in full by my insurance provider I have no co-pay so there's no cost to me. How can Cvs continue hold my current prescription from something 2 years ago, its not the same prescription its a new one and Cvs is being paid/or will be paid as with the last three prescriptions. Then what happens I always receive my prescription late. As I explained to them I was told I didn't owe, then I am told I owe and they won't send my prescription. today 06/06/2025 my prescription is late again and this only happens every eight weeks when I am due for a refill. Meaning there is no conversation about the $249 until its time to refill my current prescription. So what they are doing, holding my current prescription hostage every eight weeks from something from 2023 which has no bearing on my current prescription. *** needs to take the $249 off my account because I don't owe it.

      Business Response

      Date: 06/11/2025

      PBM Response File#23436420

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 bought 2 canisters of Enfamil online and when my package arrived it was 4 bottles of COQ10. I called in to explain the issue was hung up on at 3:30pm ET today. I called back and received ***** at 3:39 who told me to provide an exchange I had to go to the store, call them back so that an exchange could be made. I said to her in the beginning that the product is out of stock at my local cvs. She also tried seeing if it was necessary for me to return the stupid supplements. Youre trying to tell me that you screwed up and are not sending me my babies formula? I was livid. Im not calling a number back that transfers me to oblivion and the correct department likes hanging up on people. I went to the ********** where they were very polite and processed my refund. Your online customer service is a pack of pigs! I ended up having to buy formula at target. I dont want to buy online with you anymore. Please remove my information from email. I deserve an apology for your bull crap!

      Customer Answer

      Date: 06/17/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Dear *** Specialty Pharmacy,I am writing to formally express my frustration and concern regarding the ongoing delays and lack of communication related to my prescription for ***************** providers office has confirmed that they submitted the prescription and that the prior authorization has been approved. However, despite this, I have been unable to move forward with the order due to repeated requests from your team for additional formswithout clear explanation or coordination.Each time I speak to someone at CVS Specialty, I receive inconsistent information, and no one seems to have a clear understanding of what is required to complete the process. This confusion and disorganization are unacceptable, especially considering the importance and time-sensitive nature of this ************* this point, I am asking that someone from your team contact me directly and immediately with clear instructions on what is needed, and to provide a specific timeline for when I can expect my medication to be shipped.Please consider this matter urgent. I have been more than patient, and I need resolution as soon as possible.

      Business Response

      Date: 06/03/2025

      PBM Response File#********

      Customer Answer

      Date: 06/03/2025



      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** ******

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