Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

516 total complaints in the last 3 years.
164 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.

Initial Complaint
Date:09/20/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 a customer of the ******************************************* pharmacy. Over the summer, my ********* medication was $36, this week, I was quoted a price of over $100. Nothing has changed with my insurance. Nothing has changed with my insurance. I am unclear if the rx is being processed incorrectly by the pharmacy. I was told by a manager at *** retail 800 number that the pharmacy was running it as a the generic. I am getting the run around and I need my medication and assistance with the pharmacy contacting my doctor to get this issue resolved.
Business Response
Date: 09/25/2024
************ submitted an electronic claim for date of service September 20, 2024 with a DAW 2 which indicates you require a Brand product; you were allowed a one-time courtesy for a DAW 2 on the claim dated June 27, 2024 submitted electronically by ************* You were charged the applicable copay for date of service June 27, 2024. If there is a generic substitution available and you or your provider requests a brand name drug, you are responsible for the applicable tier cost share plus the difference in the cost of the brand name and generic drug. The first fill of medication was marked Patient DAW and the brand penalty was waived due to the first fill as a courtesy. If the providers prescription is for the brand name drug and indicates dispense as written, you are responsible for the applicable tier cost share.

An outreach was made on September 20, 2024 to advise of the brand penalty as you requested brand. You also advised the doctor is requesting you to take brand only. An outreach was also made to your provider on September 20, 2024 requesting a new prescription with the appropriate DAW code be sent to the retail pharmacy.
Initial Complaint
Date:09/19/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
6/01/2023 - IUD needs to be replaced.11/4/2023 - Purchased IUD out of pocket, after months of fighting with insurance to cover.5/14/2024 - Insurance paid CVS Specialty for IUD.6/6/2024 - Called CVS Specialty to initiate refund of my out of pocket cost. Check was issued, less $300. 7/10/2024 - Check hasn't been received. Called CVS Specialty about this & the remaining $300. Check was issued for $300.August 2024 - checks still haven't been received. Called CVS, they escalated. Called again, same thing.September 2024 - called CVS for the 7th time. escalations will not take my call. No one can tell me the status of my refund. I'm tired of waiting, its been nearly a year since purchasing. I'm tired of fighting for what is mine.
Business Response
Date: 10/08/2024
October 8, 2024

BBB serving *********************,*****, ************, and *******
5 Mt. *********. ************************* **********
Phone: ************

Complaint #: 22309576

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on September 19, 2024. Thank you for the opportunity to address the member's concerns.

Our billing department confirmed that the two previous refund checks mailed to the member in June and July went to an alternate address on file and neither check had been cashed.

As of October 4, 2024, both checks are being reissued and the proper mailing address has been verified. The member will be notified when the checks are mailed.

We value our members and remain committed to our purpose, helping people on their path to better health.Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Customer Answer
Date: 10/10/2024
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.
While I appreciate that the check have finally been located. I cannot possible fathom as to why they were sent to an address to which I have not lived in 13+ years. During every phone call I have had with CVS they have verified my address. I will not be satisfied until I have the refund in my hands. Even then, I will not be completely satisfied. Due to difficulties with insurance in the beginning, I had to pay out of pocket. The only option available for my to make payment was via credit card. This charge has sat on my credit card gaining interest charges for nearly an entire year. And, CVS nor insurance seem to care. Neither are paying for the added costs & its not like I can put the interest charges toward my insurance deductible. I am at a loss. This is/was a covered service/device. Now I've had to pay a for it. Again, i will not be satisfied until the refund is in my hands. Unless someone is willing to pay the added interest charges, I will never be fully satisfied.

FAQ

Regards,
******

Business Response
Date: 10/25/2024
Complaint #: ******** Rebuttal

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on October 17, 2024. Thank you for the opportunity to address the member's concerns.

The original refund checks were mail to the address that was on file for the member. The address was updated and on October *******, the member confirmed they received their refund checks.

Additionally,we have asked management to review this matter for coaching, training, and process improvement opportunities.
We value our members and remain committed to our purpose, helping people on their path to better health.Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:09/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 on multiple occasions was sending duplicate prescriptions, I tried multiple times with calls to stop it. Finally got most of it removed myself online after several attempts because their website is not user friendly. They made a lot of money by billing my insurance as I'm on life saving medication. Recently, they mailed me a prescription for ******* for 90 days per ** request. They did not send an email with the price difference vs. Picking up in The *** store locations, nor offer a choice.. Mail out was $200 and pick up was $75. Then they sent a notification that they may stop further orders if I didn't pay it. I'm a type 1 diabetic showing some signs of insulin resistance and multiple other medical conditions. I work approximately 50 hours a week and struggle to stay on top of things. Something like this could put a tax paying, INSURANCE paying citizen into the hospital AND potentially LONG TERM DISABILITY. This lack of transparency and price gouging has a negative effect on business and the economy overall. I want the cost reduced to what it would be in store, of $75. I want CVS CAREMARK held responsible AND TO SEND A PROPER NOTIFICATION OF THE Price DIFFERENCE with an option to SWITCH TO WHATEVER IS MORE COST EFFECTIVE FOR THE CONSUMER. It will take me two months to be able to pay for it and in the meantime will have to stop my omnipod and dexcom and switch to an outdated form of insulin to save to pay for the ******* at the price gouging cost they charged me without prior notification. If I could switch the provider, I would do so in a heartbeat. *** will alert you that mail out medication is LESS EXPENSIVE TO MAIL OUT but FAILED to send a notification when it's MUCH CHEAPER to pick it up.
Business Response
Date: 09/27/2024
September 27, 2024

BBB serving Eastern Massachusetts,
Maine, Rhode Island, and Vermont
5 Mt. Royal Ave. Suite 100
Marlborough, MA 01752-1927

Complaint # 22307552

To whom it may concern:

CVS Caremark administers the
prescription benefits portion of the Charter Communications health plan, of
which the beneficiary is a member. This letter is in response to the
correspondence we received from your office on September 19, 2024. Thank you
for the opportunity to address the beneficiary’s concerns.

Our records show the medication in question was filled at
Walmart on July 15, 2024, for a 30 days’ supply. On July 22, 2024, a
prescription was received at the mail order pharmacy for a 90-day supply;
however, it was too soon to refill. An email was sent to the email address on
file advising that the prescription was received and would be filled on August
6, 2024, and to see their prescription details, medication costs, or to change
or cancel any of their orders to visit Caremark.com.
Additionally,
we have placed a note on the member’s file to not fill or ship any
prescriptions unless the member authorizes the order.
Further, we have asked management to
review this matter for coaching, training, and process improvement
opportunities.

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 1-866-526-4075.

Sincerely,
Sheri
Hall
Member
Advocate
Customer Answer
Date: 09/27/2024
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 # 22307552. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

[My resolution is to charge me what the cost is to pick up the item in the CVS store as CVS FAILED TO BE TRANSPARENT ON THE COST. I had to call to demand to STOP ALL AUTOMATED REFILLS AFTER ESCALATING AND THEN RE ESCALATING. CVS WAS NOT TRANSPARENT THAT THERE WAS A SIGNIFICANT COST DIFFERENCE IN THE EMAIL SENT. They said the shipping was free and nothing else. I will NOT accept any other resolution other than charging me what the cost is to pick up in the store. I have enough medication that I won't be filling prescriptions and CVS WONT be getting money from my insurance for as long as I can hold out for. And because I have so much extra, that will be a while. I'm not calling, they should call me.

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,
Gloria

Business Response
Date: 10/07/2024
034 Alamo Downs Parkway| San Antonio, TX | T: 1-866-526-4075
October 7, 2024
BBB serving Eastern Massachusetts, Maine, Rhode Island, and Vermont
5 Mt. Royal Ave. Suite 100
Marlborough, MA 01752-1927
Complaint # 22307552
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the CHARTER COMMUNICATIONS health
plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
from your office on October 1, 2024. Thank you for the opportunity to address the beneficiary’s
concerns.
According to plan design, the member saved $40.00 by using the mail order pharmacy.
As previously stated, the member can review prescription details, medication costs, or change or cancel
any of their orders at Caremark.com. . Additionally, we have placed a note on the member’s file to not
fill or ship any prescriptions unless the member authorizes the order. Further, we have asked
management to review this matter for coaching, training, and process improvement opportunities.
The dedicated Client Concierge representative for Charter made Outreach to the member on October
4, 2024, at 11:00am.
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 1-866-526-4075.
Sincerely,
Sheri Hall
Member Advocate
Initial Complaint
Date:09/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Here I am again. every 3 months when I need to renew my Discovy prescription, I have to go through this nightmare. Every day I receive a call from *** with a new excuse. They called me saying that they haven't received my prescription. I called my doctor and he sent again and again as always.then another call saying that everything was OK and I should receive my medication in 3 days. Next day another call saying they did not have my insurance information (It's been 2 years I get my medication with them. Not my option of course. I would love not to use CVS but I have to according to my insurance which I should change too just to avoid dealing with CVS) I gave my insurance info again and another call talking about the prescription again and another one again asking for insurance again! They are a mess! 2 weeks waiting for medication and probably I will wait 2 more since every time is like this... it takes almost a month. They assign a manager to take care of me and bla bla bla... I get my medication after a long time and 3M later same issue.
Business Response
Date: 10/01/2024
October 1, 2024

BBB serving Eastern Massachusetts, Maine, Rhode Island, and Vermont
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Complaint # 22299113

To whom it may concern:

This letter is in response to the correspondence we received from your office on September 26, 2024. Thank you for the opportunity to address the member’s concern.

Our records show, the member did not have a valid prescription on file which caused the delays in April 2024, May 2024, and September 2024.

Additionally, a new prescription for the medication in question was received on September 20, 2024, the member initiated the order on September 24, 2024, and it was delivered on September 27, 2024. UPS tracking# 1Z4R76F3P217971382.

Further, we show no record of the member providing their insurance information on multiple occasions.

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 1-866-526-4075.

Sincerely,
Domonique Ridgell
Advocate
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
For the past 2 years I have encountered issues every month when trying to obtain prescription refills from *** specialty pharmacy. Every month this company has withhold my son's prescription used to treat his autoimmune condition. My son has become ill and required emergency room service due to not receiving his prescription in a timely manner. I have health insurance and receive co-pay assistance for the drug and they still cancel delivery of his medication. Last year my deductible was higher and I never had an out of pocket cost, this year my deductible is less and now the company is trying to charge me a few without an explanation as to why. I literally have to get on the phone with this CVS multiple times a month for hours at a time trying to resolve a billing issue that does not exist. A customer should not have to endure this.
Customer Answer
Date: 09/27/2024
I have not heard from the business in response to my complaint.
This business does not care about their customers, so it does not surprise me that they have not responded. Customers do not come first, money does.
Business Response
Date: 10/08/2024
October 8, 2024

BBB serving *********************,*****, ************, and *******
5 Mt. *********. ************************* **********
Phone: ************

Complaint #: 22292367

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on September 16, 2024. Thank you for the opportunity to address the member's concerns.

Upon review, we have removed the balance from the members account.
Additionally,we have asked management to review this matter for coaching, training, and process improvement opportunities.
Further, weve submitted a request for a point of contact to be assigned to the member to assist them with future orders.

We value our members and remain committed to our purpose, helping people on their path to better health.Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 had nothing but problems with this company. The Specialty pharmacy does not know how to communicate with Caremark, who in turn doesn't communicate appropriately with my insurance company. My insurance company **** of **, doesn't even handle any of my claims because I reside in *******. Somehow Florida Blue managed to force it to where all my claims must be sent to them. They process everything start to finish and send it to BCBS of **. Specialty is refusing to send my life saving medication and stating I owe over $1,500 for my medication when my deductible was met 6/29/24. But because one hand can't communicate with the other, they are illegally trying to charge me more than my deductible/max out of pocket. They do nothing to assist. They just tell me "they are escalating this issue" never to be heard from until the next month when I need my medication and have to go through this all over again. They are literally going to put me in the hospital if I do not receive my medication for my autoimmune disease. They have already caused me to have 3 lupus flares this year by making me chase my tail and do their job for them.
Business Response
Date: 10/04/2024
October 4, 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 GLOBAL MEDICAL RESPONSE health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on September 12, 2024. Thank you for the opportunity to address the beneficiarys concerns.

Our records show the medication in question was received by the member on September 13, 2024,tracking number 1Z18Y77WP202573574.

We corrected the issue and adjusted the members account on June 29, 2024. On July 1, 2024, the member was provided with this information.

A Single Point of Contact has been assigned to the member and they be reached 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 **************.

Sincerely,
*******************
Member Advocate
Initial Complaint
Date:09/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Mid-August, I tried to refill my insulin prescriptions with CVS Caremark Mail order as I have done over the last several years. Since that time I have spoken with them at least 4 times and still they are saying that my order is processing, being escalated, under supervisor review for help, and so on. Initially they told me my insulin (******* and ******) was not covered at all and they were not sure how I was able to place the same order earlier in 2024. I received at least 6 letters the past few weeks saying it was not covered. Now they are saying it is covered but are not able to process the claim as someone at *** declined it, it was entered with the incorrect code, and/or there is a bug with my profile and its not letting anything be completed. Meanwhile my supply is running lower and still no answers when I am the one who is trying to find the solution and *** keeps giving options that will not work...go to the local pharmacy and get it (BUT, none of the 4 local pharmacies have the *************************************************************************** store pick up...place an order again in my online account (BUT, the order they cannot complete is still processing so I cannot enter the same order with it already processing. It seems they refuse to look at the case notes or listen to previous calls, take any accountability, and really try to find a solution. Unacceptable, irresponsible, careless.I am supposed to have someone confirm the order has again been placed on 9/5, yet they will not call me, so the above will most likely happen again. I also plan to file a complaint with the *** Ethics Line and anyone else who will listen until a proper resolution is found.
Customer Answer
Date: 09/15/2024
I have not heard from the business in response to my complaint. I did receive one of the medications that was requested but not the other. I consider this complaint still open and require follow up from CVS directly.
Business Response
Date: 09/17/2024
Good Afternoon,
Please see our response to Complaint ******** for ****** *******.
Customer Answer
Date: 09/18/2024
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 am rejecting the reason as CVS has yet to call me to discuss how this issue happened as I was told a different story each time, what was corrected so it doesn't happen the next time, has my online account been updated (when I looked last week it was not), I had asked about a refund given since I was the only one to put in effort to resolve this, and the letter they attached addresses only one of the concerns and is more of the obvious detail. I will continue to deny their response until my questions have been answered. *** claim also submitted CVS so you will need to address that as well

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: 09/24/2024
Good Afternoon,
Please see our response.

Customer Answer
Date: 09/25/2024
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.
Is that an AI response? It still doesn't answer any of the questions I had on the phone with CVS nor in this thread. The response about benefits setup being the issue was given to me weeks ago, among other possible issues, but have still yet to talk to anyone about what the ACTUAL issue was with the setup. I have been ordering the same Rx for years and this has never happened but from their response they are still reviewing it after a month and don't have it resolved.
Why would I submit for reimbursal, there was no possible way to even get my medication. If CVS was looking at their own case notes, they would know that no CVS within 50 miles of me had the medication on hand and because of the "benefit" issue, they couldn't even script it out to their own pharmacy.
What good is management looking at it if the person who experienced it is never contacted?
This case will continue to be open until the following are met:
- Someone calls with the actual explanation and can confirm the "issue" has been resolved both in their system and my online account. From what I see in my account, it hasn't.
- I am refunded the amount already paid. Please don't tell me about it was with insurance and you cant do it; your the benefit manager, start managing.

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: 10/11/2024
Good morning, please see our response.
Customer Answer
Date: 10/15/2024
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 called the phone number on the form to hopefully resolve this issue. The woman who answered could not locate ******, or even confirm if he was working today, and asked me to explain the situation to her. While nice, that was not going to happen given the duration of this complaint. I informed her that I will not close the case until CVS can 1) confirm what took place and has it been resolved and 2). provide a discount/refund to my out of pocket expenses.
Neither have been addressed in their responses, or really even addressing that I am asked these questions, so this case will remain open. I continue to be the only one really trying to look for a resolution as CVS continues to generate auto responses. All they need to do is call me, which I have said from the beginning, but they refuse to do this with the hopes that I will just give up and accept their fraud. Not happening.

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:08/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 returning my call regarding a tier exception for a hormone medication- Bijuva. Ive spoke with 12 different people and no one seems to know how to help me with a tier exception. I know their calls are prerecorded, so I have proof that *** spoke with this many people. I just need help with this tier exemption. *** contacted my work HR regarding the concern and they are considering not renewing their contact with CVS pharmacy. This pharmacy seems to be incompetent on their customer service. I told them Im filing a claim with BBB. They didnt seem to care. I just need to know what medications I need to try and fail on to get approve for my Bujuva medication. Im having serious health issues without having this medication and CVS Caremark doesnt CARE! I just need the BBB to help me with this pharmacy. PLEASE HELP!!
Business Response
Date: 08/30/2024
Please go to www.fepblue.org/pharmacy/prescriptions,scroll down to Covered equivalents for drugs not on our formulary and select your formulary drug list to see the formulary exception process and covered alternative drug list. There are several covered options in the same therapeutic class.
Customer Answer
Date: 08/30/2024
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 # ********.
I NEED A SUPERVISOR FROM CVS CAREMARK TO CONTACT ME AT THIS NUMBER ************.
THIS EXPLANATION DOES NOT HELP MYSELF NOR MY PHYSICIAN.

I need the exact names of the medications the pharmacy needs me to try???
CVS Caremark denied my tier exemption they DID NOT LIST WHAT MEDICATIONS I NEED TO TRY AND FAIL ON.

Im NOT GOING through this list and picking and choosing. YOU ARE DENYING ME, so show me the exact medications. You need to do this for every patient you deny. Then send them a copy of the medications in a letter stating this.
I feel this is a serious issue, Ive been without my medications for over a month.
IM ON THE ***** OF SNAPPING!!!
Im contacting an attorney at this point and will be SUEING CVS Caremark for Negligence and Neglect!!
There is serious consequences on letting a patient go off hormone drugs cold turkey!!
I will be waiting for a phone call from a supervisor regarding the above concern.

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: 09/03/2024
According to our records, you spoke with a ************* supervisor on August 30, 2024. We also verified your Tier Exception request was re-reviewed by the ****************************** on August 30, 2024. The request has been approved from August 30, 2024 to August 30, 2026. An approval letter was mailed on August 31, 2024 to the address on file. We also verified there is a paid claim at a local retail pharmacy for date of service September 3, 2024.
Initial Complaint
Date:08/26/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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 placed an order for a prescription refill. Since I was out of medication, I was given a bridge supply. Then, a few days later I received a text that I...I...made a request to place my prescription on hold. This is not true. I called and the *** did not understand why the system noted "I" place my prescription on hold, when I did not. It has to be illegal for any company to make dishonest decision about customers.
Business Response
Date: 09/04/2024
September 4, 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 CHICAGO 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 August 26, 2024. Thank you for the opportunity to address the beneficiarys concerns.

A system error occurred while the technician was processing the prescription transfer back to the mail-order pharmacy. To correct the error, the Bridge team requested the order be stopped. The corrected order was processed on August *******, and it shipped next day air. According to *** tracking (1Z74W0A61322103635),order number ********** was delivered on Wednesday, August 28 at 11:15 A.M.

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: 09/05/2024
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.
[My concern is not about the bridge order. My concern is that, after receiving a text AND speaking to a ***, CVS system noted I...I...made the request to place my prescription on hold. The system did not indicate a CVS *** put my prescription on hold. The system noted that I put my prescription on hold. There is a difference and it matters.]

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,
Ta'fanesamekeya

Business Response
Date: 09/16/2024
September 16, 2024
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 CHICAGO 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 August 26, 2024. Thank you for the opportunity to address the beneficiarys
concerns.
We have asked management to review this matter for coaching, training, and process improvement
opportunities. We apologize for any inconvenience the member may have experienced.
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:08/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
To whom it may concern,I have an ongoing issue with ********************** and *******. I use **************** copay assistance program to help cover the cost of my ******* prescription, so my payment is only $5 each injection. I have two bills from a year ago, one of which was recently sent to collections because *** claimed the payment was repeatedly denied. I've spent countless hours over the last year attempting to remedy this issue, including three-way phone discussions with both CVS and *******. ******* displays that I have funds loaded on the card, and CVS attempts to charge the card, but there is always a difficulty with payment processing, so the balance continues bouncing back. I do not believe I should be held liable for these expenses, which should be covered by the copay assistance program, as ******* continues to inform me. This is a billing issue between CVS and *******, but it is now impacting my credit. This is really aggravating and unjust to the patients who are experiencing this type of predicament. If I had known the sums would not be paid, I would not have filled the prescription. The balance was covered for multiple previous refills, so it's unclear why the two balances from a year ago aren't processing properly. I've stopped renewing my medicine, which was recommended to aid with my psoriasis. I'm currently coping with my condition without the pharmaceutical my doctor prescribed, and I'm having credit problems that I shouldn't even be experiencing. I would like this matter investigated further. There must be some sort of resolution. I feel backed into a wall and I am left feeling helpless as I continue to be treated unfairly by both CVS and *******. If they are going to provide a service to patients, shouldn't such services be valid? I appreciate your immediate attention regarding this matter.
Business Response
Date: 09/06/2024
September 6, 2024

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on August 21, 2024. Thank you for the opportunity to address the members concern.

As of September 3, 2024, ************* and the members copay assistance were able to rebill the claim dates of 5/1/23 for $460.90 and 7/12/23 for $2,517.72. The member is now no longer in collections.

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

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