We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

CVS Caremark has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 514 total complaints in the last 3 years.
    • 162 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/30/2024

      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.
      My husband is type I diabetic and has to take insulin to stabilize his blood sugar. He has been on ******* since 2005, and as of the beginning of this year, insurance switched coverage to *******. We were nervous for the switch because he has never used it before but it actually worked just fine. He went the majority of the year with no problems until we tried to refill his prescription in September. We were then informed that our insurance no longer covered ******* and that they only covered this brand called *****. We also then found out that there are no pharmacies that actually carry this prescription due to a nationwide back order. So the only way we can get his prescription is if we mail ordered it. We finally figured out how to get it and he used it with no problems for about a month. His insulin pump started getting clogged and would stop pushing the insulin through. We thought that it was his pump so we called that company and ended up getting a brand new pump and still had the same issues the same day he got the new pump. So we switched to a tubeless insulin delivery system called Omnipod. That didnt clog but it pushed about 200 units in one day and his blood sugar wasnt coming down. So he switched to manual injections and that wouldnt even bring his blood sugar down. Hes been between 300 and 400 for the last few days and hes been using about 100 units of insulin per day. We finally decided that maybe its the insulin brand thats not working. So we decided that maybe its just a bad batch so we tried to get his prescription filled for the terrible insulin but no pharmacies anywhere have it in stock and we called Caremark to have it mail ordered but they said that its not in stock for mail order either. So caremark only covers a brand of insulin that you can't get in person at a pharmacy and you can't get it mail ordered and caremark refuses to cover a different brand. If this goes on any longer, he will die.

      Business Response

      Date: 01/08/2025

      January 8, 2025

      BBB serving *********************, *****, ************, and *******
      ****************************************************************************************************************************************

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on December 31, 2024. Thank you for the opportunity to address the members concern.

      The requested drug is a non-formulary drug for the members plan and requires an approved coverage request. On December 23, 2024, the members prescriber submitted an urgent coverage request for the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion. On December 26, 2024, the coverage request was auto-closed due to no response from the prescribers office.

      On January 2, 2025, a new coverage request for the requested medication was initiated at which time the prescriber provided the required clinical information for approval and the request was approved until January 2, 2026. Approval notices were sent to the member and their prescriber.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      ********* *******
      Advocate


    • Initial Complaint

      Date:12/27/2024

      Type:Customer Service 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 charge my family for prescriptions even though my family reached its family out of pocket maximum on 9/4/24. Their website shows the incorrect out of pocket max. I sent them multiple secure messages and made several phone calls since 10/2/24. My health care carrier also called them explaining that the out of max was met since 9/4/24 and we should no longer be charged. I attached several secure messages from *** as well as my health care carrier. I am asking for a refund of all the charges since 9/4//24. To date CVS has been uncooperative and fails to address the problem.

      Business Response

      Date: 01/06/2025

      January 6, 2025

      BBB serving *********************, *****, ************, and *******
      ****************************************************************************************************************************************

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on December 27, 2024. Thank you for the opportunity to address the members concern.

      The medical integrator Meritain Health is experiencing a delay processing the adjustment needed for PrudentRx claims and is currently working on an update to reflect true accumulations. If the member is owed reimbursement, the member will receive correspondence from ***************. The member can also contact ***************************** using the phone number on the back of their ID card or at **************.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

    • Initial Complaint

      Date:12/26/2024

      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.
      On 12/19/2024, I made a purchase at the ************ in ***********, Md. i purchased $100 worth of gift cards in which there was a promotion where if you purchase $50 in gift cards you would receive $10 extra ****s. At the end of my transaction i received the $10 extra **** ****** on my receipt. On 12/21/24 I went back into the ************ in ************, Md to redeem my $10 extra **** ****** and the store employee informed me that the ****** did not work, therefore I did not use it. Today, 12/26/24, I called CVS customer care in hopes to resolve this matter. I explained the situation and asked if the ****** could be reissued and the representative informed me there was nothing that could be done. I have my receipts and the physical ******. This is unfair to me as a consumer. I spent my hard earned money and intentionally went to cvs because of the promo for the gift cards, I could have went anywhere else. I would like the $10 extra **** ****** reissued to me to be able to make a purchase at ***.

      Customer Answer

      Date: 01/05/2025

      [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

    • Initial Complaint

      Date:12/23/2024

      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.
      I was prescribed new medication called ****** 10 mg. *** specialty sent an email stating to start the process. 11/25/24, account was made and I selected contact me to obtain billing information, which they do not. I received a call on pharmacist who wanted to counsel but stated to call back for counseling.On 11/27/24, medication is shipped, no bill was on file.On 11/29/24, medication is received (left at the front door).On 12/03/24, bill for $50 dollars is received, and I provide copay card information to reprocess the claim.On 12/10/24, I follow up and the person resolves the issue and the bill drops to $0.On 12/21/24, I start refill process and notice the bill was back to $50.On 12/23/24, the it is found out that *** billed the insurance and copay for 11/25/24, before medication was shipped. IncyteCare states they are unable to change the copay activation date to 11/25/24 (activation date 11/26/24) and *** states they are unable to change the process date.I am requesting *** either change the process date to 11/27/24 as it should have been in the first place or adjust the bill as it is their oversight to bill for a medication before they are processed and ********** addition, I am requesting that the *** either make it clear that *** will not call the patient for billing information or actually build a process to follow up on the patient for payment information, as this can be detrimental to ******** patients whose copay can be 25% of the specialty medication price.

      Customer Answer

      Date: 01/03/2025

      I have not heard from the business in response to my complaint. In addition, I had found out that they started processing my prescription before I even submitted my request as you can see from my screenshot with metadata.

      I would like to keep the claim open in hope of the business doing the right thing and give them a little additional time given it was during the holidays.

      It is imperative this matter is looked into further for consumer protection in general. Thank you.

      Business Response

      Date: 01/06/2025

      January 6, 2025
      BBB serving *********************, *****, ************, and *******
      ****************************************************************************************************************************************
      Complaint # ********
      To whom it may concern:
      This letter is in response to the correspondence we received from your office on December 23, 2024
      . Thank you for the opportunity to address the members concern.
      Upon further review, the balance was removed from the members account. The members balance is
      $0.
      We value our members and remain committed to our purpose, bringing our heart to every moment of
      your health. Should you have any additional questions or concerns, please do not hesitate in contacting
      me at **************.
      Sincerely,
      ***** *******
      Member Advocate

      Customer Answer

      Date: 01/06/2025

      [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      Caleb Oh

    • Initial Complaint

      Date:12/20/2024

      Type:Order 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.
      ******** is trying to have me get a generic brand to my current generic brand. Im supposed to be taking ****** but instead my doctor prescribes me setraline. Ive been taking this prescription for almost 2 years. Everything was fine with my prescription when it was at ********** once I switch over to cvs it has become a problem. I am now going on almost a week without my **** and it has currently been making me feel suicidal because I had to stop cold turkey, I need these medications and this company is playing with my health. I pay for this service bi-weekly and I expect to get the services I pay for.

      Business Response

      Date: 01/06/2025

      January 6, 2025

      BBB serving *********************, *****, ************, and *******
      5 Mt. **********Suite 100
      *************** 01752-1927

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on December *******. Thank you for the opportunity to address the members concerns.

      The capsule formulation of the requested medication is not covered unless the plan elected drug specific exception criteria is completed and the requirements for coverage are met. On November 14, 2024, the members prescriber submitted an urgent coverage request for the capsule formulation of the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion. On November 20, 2024,the coverage request was auto-closed due to no response from the prescribers office.

      On December 4, 2024, the members prescriber submitted a coverage request for the capsule formulation of the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion. On December 10, 2024, the coverage request was auto-closed due to no response from the prescribers office.

      On December 17, 2024, the members prescriber submitted a coverage request for the capsule formulation of the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion.

      On December 23, 2024, CVS Caremark advised the members prescriber that the tablet formulation is covered on the members plan without an approved coverage request. On December 24, 2024, the prescriber confirmed with CVS Caremark that the member will be continuing with the tablet formulation of the requested medication. Per the prescribers request, the December 17, 2024 coverage request was closed.

      CVS Caremarks records indicate the tablet formulation of the requested medication was filled by the member on December 24, 2024.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      ***** *********
      Member Advocate



    • Initial Complaint

      Date:12/19/2024

      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 am writing in regard to CVS Caremark and their inconsistent policies regarding preferred medications and prescriptions. I have been a year-long user of ********* to alleviate issues related to asthma flares. ********* has been beneficial for me and has long been covered under CVS Caremark. Recently, however, CVS Caremark, has decided to remove ********* from the list of preferred medications which makes it very difficult to obtain. My physician has written Prior Authorizations, and Caremark has not complied. I have been trying to get my medication filled for over a month, now. I have yet to receive a clear explanation as to why the sudden change and why ********* is not preferred. It is imperative that companies offer transparency in these decisions as managed care pharmacies have not insight into patients and their health needs. In researching CVS Caremark though the course of my issues, it appears this company has numerous complaints against them and is being investigated for hyperinflation of pharmaceuticals. As an operation that oversees business ethics, it I request that you look into CVS Caremark's practices. As a recipient of these services, transparency regarding the choice of preferred prescriptions is warranted. Are decisions being made regarding drug efficacy, or are the decisions based upon kickbacks between pharmaceutical companies? Customers have the right to this information. At the current time, it does not seem to be that decisions are being made in best interest of patients. Thank you for your time. I look forward to hearing from you.

      Business Response

      Date: 01/02/2025

      January 2, 2025

      BBB serving *********************, *****, ************, and *******
      5 Mt. **********Suite 100
      *************** 01752-1927

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on December *******. Thank you for the opportunity to address the members concerns.

      Effective January 1, 2024, the requested medication was removed from the members plans formulary drug list and requires an approved coverage request. On February 26, 2024, the members prescriber submitted an urgent coverage request for the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion. On March 3, 2024, the coverage request was auto-closed due to no response from the prescribers office.

      On November 26, 2024, the members prescriber submitted an urgent coverage request for the requested medication and CVS Caremark faxed the criteria form to the prescribers office for completion. On December 2, 2024, the coverage request was auto-closed due to no response from the prescribers office.

      On December 23, 2024, a coverage request was initiated for the requested medication at which time the prescriber provided the required clinical information for approval and the coverage request was approved until December 23, 2025.Approval notification letters were sent to both the member and their prescriber.

      CVS Caremarks records show a paid claim for the requested medication on December 23, 2024.
      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      ***** *********
      Member Advocate




    • Initial Complaint

      Date:12/17/2024

      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 spent close to 3hours on the phone with CSR's (****** and 2 others) Senior CSR's (********, *****), Customer Coordinator named ******-she was the absolute worst-***** had said she is above him (find that very hard to believe as she shouldn't be answering the phone at all) a supervisor named ******, ******** and just a couple of hours ago ******* (Id number: *********. Besides the hours I spent, my needed medication is still unresolved and not processed for me to get it on time. With the exception of ********, all should be retrained & should be starting at entry level CSRs, as they couldn't even match up pills dispensed to days on a calendar (I had to do it for all except ********-she was the only one with a brain and adequate basic math skills).******* (who informed she was at the top, w/no manager made NO sense and is the last one I spoke to. She said she needed to get an override from **** before she could over-ride what the computer system ***orted (which every *** realized was wrong but NOT 1 changed it to reflect the correct number). No contact w/Geha is needed as I haven't exceeded my pill limit, again it is a computer error.I am going to be without my nightly meds due to all these incompetent supervisors and case coordinators you have employed who desperately need more training and none should be above a regular CSR w/the exception of ********.Unfortunately, ******** was not in today (or your ***s lied to me).I will be filing in the courts if I don't receive my medication by Friday due to failure of your employees to do their jobs and correct the computer system to dispense my medication in a timely manner as my doctor prescribed.I am requesting ****** an hour for all the hours I spent walking your ***s through the pills against the 75 days on a calendar as my time is valuable & for raising my blood pressure and causing me to scream into the phone due to frustrating ontop of ***** each day I am w/o my medication.

      Business Response

      Date: 01/10/2025

      January 10, 2025


      BBB serving *********************, *****, ************, and *******
      ****************************************************************************************************************************************


      Complaint # ********


      To whom it may concern:
      This letter is in response to the correspondence we received from your office on December 20, 2024.
      Thank you for the opportunity to address the members concern.


      The requested medication is covered under the members plan with prior authorization for any fills that
      exceed a quantity of 45 pills for a 75-day supply. On November 9, 2022, the members prescriber
      submitted a prior authorization request for a quantity of 90 pills of the requested medication for a 75-
      day supply. The request included the required clinical information for approval and was approved until
      November 8, 2025. Approval notifications were sent to the member and their prescriber.


      On October 8, 2024, the member placed a refill for a quantity of 7 pills of the requested medication for a
      7-day supply. This was within the quantity limits of the members approved prior authorization on file.
      On December 9, 2024, the member contacted CVS Caremark and was made aware of how the October
      8, 2024 refill affected the quantity limit. On October 14, 2024, the member placed a refill for a quantity
      of 30 pills of the requested medication for a 30-day supply. On November 20, 2024, the member placed
      a refill for a quantity of 30 pills of the requested medication for a 30-day supply.


      On December 16, 2024, the member contacted CVS Caremark to refill a quantity of 30 pills of the
      requested medication for a 30-day supply, however, the 30 pills exceeded the quantity limit of the
      approved prior authorization on file for the member. CVS Caremark informed the member that they
      could refill the remaining 23 pills of the requested medication allowed under the quantity limit and the
      member declined.


      On December 19, 2024, a courtesy one-time override was authorized to reset the quantity limit and the
      requested medication was filled and shipped urgent next-day air at no additional cost to the member.
      The requested medication was delivered to the member on December 20, 2024, via UPS.


      We value our members and remain committed to our purpose, bringing our heart to every moment of
      your health. Should you have any additional questions or concerns, please do not hesitate in contacting
      me at **************.


      Sincerely,


      ***** *******
      Member Advocate

      ************************************************************************************************* | T: **************

    • Initial Complaint

      Date:12/13/2024

      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.
      Pharmacy benefit manager Caremark was denying a refill for a routine hypertension medication Ive been on for 5 years. They said it was too soon to fill. It I hadnt filled it since August. They said I filled it in November. I ran out of the meds right before Thanksgiving. I called CVS (my pharmacy) and Cigna (my insurance) and they pointed the finger at each other and told me I had to hold the other accountable. They put me (the customer) in the middle of trying to figure out what happened. I spoke to 10 people over 2 weeks at those companies and then didnt have time to deal with it anymore and I was out of medication. I returned home from a work trip last night and my legs and feet were as big as balloons. My legs and feet hurt. I called Cigna and they pointed me to Caremark (our PBM). Both of them sent me to managers and couldnt tell me what the issue was. Caremark sent me back to the pharmacy to ask them to back out the November fill (which didnt happen). I went to the pharmacy (CVS) and they said that I hadnt filled it there since August. They pointed me back to Caremark. Each time I had to explain my issue and was so confused. No one wanted to take responsibility or tell me what happened or how to fix it to get my blood pressure meds. Caremark has sent me back to the pharmacy to ask them to re-run the script. In the meantime, I bought the hydrachlorathizide off the internet for $85 (my copay is less than $5). Caremark is denying care and purposely preventing me from getting my diuretic. I am so mad and frustrated. What if I didnt have the time or healthcare literacy to deal with this? What happens to elderly people who cant navigate the issues? This is wrong and something has to change.

      Business Response

      Date: 01/09/2025

      January 09, 2024

      BBB serving *********************, *****, ************, and *******
      5 Mt. Royal Ave.Suite 100
      *************** 01752-1927

      Complaint # ********

      To whom it may concern:

      CVS Caremark administers the prescription benefits portion of the ************************ health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on December 14, 2024. Thank you for the opportunity to address the beneficiarys concerns.

       Our records show, the member received their medication on December 17, 2025. Additionally, If the member paid out of pocket for their medication, the member can complete and submit a paper claim form. See the attached document.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      *******************
      Member Advocate

    • Initial Complaint

      Date:12/11/2024

      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 a lot of medicine that I need badly. ********** refuses to send me my medicine because I did not pay a copay for an unrelated medication. The medicine I need now, has ZERO *****. BUT CVSCAREMARK REFUSES TO SEND MY MIDICINE UNTIL I PAY THE ***** AND THAT IS JUAT SICKENING. These are my psych meds my high blood pressure medication my stomach medicine and the list goes on and on what happened to taking you to court filing a complaint if I'm late on my rent, my landlord cannot kick me out the next day, he cannot say you can't live here anymore until you pay what you owe Cvs Caremark criminal and their policies need to be changed. If someone cannot afford to pay a co-pay for medication you don't force them to make a payment or do without your medicine. What kind of c*** is that it needs to be addressed so now I have to go without my gastric medicine my high blood pressure medicine, my psych meds, allergy medication, eczema cream, and the list goes on because I'm too poor to pay $132 for medication and I pleaded with them called several times and I was told if I want my medicine I need to pay my co-pay. I just had a full knee replacement surgery. I am out of work and I have no income. I cannot afford to pay what I owe but every medication that I need right now has zero co-pay they are nasty conniving, sarcastic, underline prejudice, and this is disgusting. It's something needs to be done about it. Please help me get my medication that I need if I owe $137 send it to the bill collector you don't withhold medication because someone owes a Dollar thank you for listening

      Customer Answer

      Date: 12/22/2024

      I have not heard from the business in response to my complaint. 
      They are withholding my medicine. I keep getting mail and emails that my medicine can't be sent due to copay. These meds I need now has no copay. Whom else can I contact to get my high blood pressure meds. And mental meds. 

      Business Response

      Date: 01/09/2025

      January 9, 2025

      BBB serving *********************, *****,************, and *******
      5 Mt. *********. Suite 100
      ***********, MA 01752-1927

      Complaint # ********

      To whom it may concern:

      CVS Caremark administers the prescription benefits portion of the *** New York City Transit Authority health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on December 12, 2024. Thank you for the opportunity to address the beneficiarys concerns.

      Our records show, the members *** credit card declined to pay the aged balance on their account. Additionally, the member received their mail orders on October 11, 2024, October 14, 2024, October 29, 2024, and December 13, 2024.
      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.


      Sincerely,
      *******************
      Member Advocate

    • Initial Complaint

      Date:12/09/2024

      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 been trying for months to get an updated total fertility spend for my orders at CVS Speciality with Caremark as my pharmacy benefit. Each time Ive spoken to Specialty or Caremark I was told that ***************** manages my fertility benefit so only they would know this information.United has provided me accumulation reports as recently as 11/25 that listed my total medical and pharmacy spend as $21k. Today I spoke to United and was told that Caremark did not send over any pharmacy claims for the prescriptions I filled starting in June. Instead Caremark waited until 12/3 to send 6 months worth of pharmacy spend. I am now in a terrible position having overpaid $100k for drugs at CVS, when I could have gotten them for significantly less elsewhere.This is deceitful on both Caremark and Uniteds part, as I attempted to get my accumulation report multiple times and was fed incorrect information due to Caremark not providing pharmacy spend updates.This is unacceptable and Caremark needs to make this right. I expect to hear from Caremark this week.

      Business Response

      Date: 12/20/2024

      December 19, 2024

      BBB serving *********************, *****, ************, and *******
      ****************************************************************************************************************************************

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on December 9, 2024. Thank you for the opportunity to address the members concern.

      Upon review, our records show the members lifetime maximum allowable benefit for fertility drugs is $150,000.00 of which $ ********** has been utilized as of December 19, 2024. The member currently has a remaining balance of $9,349.26. CVS Caremark and ****************** are working to correct a connectivity delay in balance totals reflected. A follow-up call will be placed to the member once the concern has been corrected in the coming days.

      Moving forward, the member can register online at ************************** to view plan accumulations or contact Caremark customer care at ************ for assistance.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      ********* *******
      Advocate

    CVS Caremark is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    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.