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:08/09/2024
Type:Order 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.
This is a two part issue which concludes the following - *** specialty overcharged me by $1133 for a specialty prescription (Enbrel) on 5/14/24 and though I have reached out to them multiple times, I have yet to have this resolved. This error was due to a malfunction of their copay assistance program which I believe is called Change Healthcare or connective Rx which occurred in April 2024. This resulted in a overcharge but also in an incorrect ledger on *** Specialty account record. I initially used this assistance program but had exhausted its funds so switched to a copay assistance program called Amgen Support Plus. This is a direct manual reimbursement (DMR) plan which means that I pay the copay out of pocket and then submit that claim to Amgen Support Plus who then sends me a check. After many phone calls and countless hours on the phone with them, it was determined that *** Specialty needs to reimburse Connective Rx in order to correct their ledger so that I can get reimbursed from Amgen Support Plus in the amount of $2001.16 as this is the total that I paid for the Enbrel for that service date. The Amgen Support *** and I spoke to *** Specialty billing escalation once in May, three times in June, once in July and then again today without resolution. Today I was told that a check has been cut to Amgen Support / Connective Rx and that the ledger can be corrected in 7 days. However, I have been told "another 7-10 days" every single time I've talked to them so I don't have a lot of faith in this. I also see that as of right now, the *** ledger is still not corrected. So to summarize, I was overcharged by *** Specialty and their ledger was left uncorrected since the issue was unresolved for 3 months while I paid interest on a charge card that I had to use to make this purchase initially. I have spent approximately 10 hours on the phone to attempt resolution.
Business Response
Date: 08/26/2024
August 26, 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 SYNCHRONY RX health plan,of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on August 9, 2024. Thank you for the opportunity to address the beneficiarys concerns.

The claim in question is being reprocessed. The member can contact the point of contact assigned to their account, ****************, ********************************.

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:08/09/2024
Type:Product 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.
The insurance company is demanding a prior authorization from my doctor asking why I need a medication that was prescribed to me. I needed to get this medication filled asap and because the insurance company is demanding these thing it has now taken a full week and I still do not have it. A doctor is the expert on what a patient needs not the insurance company. It should not be legal for an insurance company to demand out of the doctor what my necessity for needing the drug is and how long I will need to be on it. Insurance is the biggest legal scam in the world. You are forced to have it and the one time I need it i extorted into jumping through hoops. So I asked them to waive the prior authorization for the first script so I can go ahead and get it filled in a timely manner and that will give everyone time to get my paperwork in order so when I need to get it refilled I don't have to go through this again. They refused. So I am asking a for a full refund for what I have currently paid in Health insurance which is $450.00
Business Response
Date: 08/26/2024
August 26, 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 7, 2024. Thank you for the opportunity to address the members concern.

The requested medication is covered by the members plan with prior authorization. On August 9, 2024, a prior authorization request was initiated for the requested medication. The prior authorization request for the requested medication was approved until August 9, 2027.

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:08/07/2024
Type:Sales and Advertising 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.
My account with CVS Specialty Pharmacy has been self-pay since 2022, when I switched jobs and CVS Caremark became my prescription insurance provider. I had been enrolled in co-pay assistance through AmGen for my prescription, Otezla. When I discovered they don't allow co-pay assistance payments to apply to your deductible, I un-enrolled from the co-pay assistance card and switched to Direct Manual Reimbursement through AmGen so I could still get some help with the cost of my medication as it's very expensive. I took the co-pay card account number off my CVS Specialty billing account in 2022 and put my account on self-pay. That worked fine for the remainder of 2022 and all of 2023. Then for some reason in ***uary of 2024, CVS took it upon themselves to reach out to *********Pay assistance (without contacting me first and without my consent). Somehow the co-pay card was reactivated (again, without anyone talking to me and without my consent) and they paid for the first couple fills of my medication of 2024 and drained my assistance account. I didn't realize this until I called CVS to inquire as to why I hadn't received a bill for my 1/3/24 fill. I've now been trying to get this fixed with CVS since Feburary and it's August. They completed messed up my account. I've paid them $3,079.97 now for that *** fill and they've told me everything was fixed, but it was NOT because now I'm having trouble getting reimbursed through the direct manual reimbursement since CVS didn't refund what they paid incorrectly through co-pay assistance. I'm at my wits end on this and if I had the time and resources to involve a lawyer, I would. This is the worst company I've ever had the displeasure of working with. None of the employees are helpful, they pass you around, don't look at the multitude of notes on accounts, etc. I'm beyond frustrated and angry. This needs to be corrected NOW.
Business Response
Date: 08/19/2024
August 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 August 7, 2024. Thank you for the opportunity to address the members concern.

As of August 15, 2024, the claims from January 3, 2024, and January 31, 2024, that utilized the copay assistance program were reversed and rebilled to reflect the member paid out of pocket for those dates of service.

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:08/06/2024
Type:Product 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.
Previous complaint ******** 5/18/24 resolution was accepted that CVS speciality made billing error and it was corrected 5/28/24 for ******* adjustment. They were to refund my insurance *******, copay assistance ******, and patient assistance *******. It has still not been done. I am now being told I will have to pay ******* out of pocket and submit a reimbursement to Dupixent due to CVS Specialty has taken over 180 days to refund my patient assistance and copay. I have calls to them end of May telling me to give them one month to resolve. Calls in 7/15/24 (representative *****) that she took care of reversing back charge to co-pay assistance. CVS account balance on 7/18/24 showed 0.00 balance. Then, ******* showed back up along with calls and statements that I owe them a balance on 6/2/24, 6/8/24, and 7/4/24. Call again to CVS 7/29/24 and spoke. with **************** and he said they were transferring balance back to patient assistance card for resolution. Called CVS on 8/5/24 during normal business hours requesting call back and no return call. Call to CVS on 8/6/24 and after 3 attempts was able to reach a representative. Transferred me to Cara * and she indicates since it is over 180 days that they have to issue a check to Dupixent and refund check to Dupixent sent 8/1/24 but no check number. ******** with ******** now says once they receive the check I will need to refill script and pay out of pocket and request for reimbursement to pay me back. After a brief hold, ******************** up and we were not able to reconnect the call. Verified with ******** with Dupixent CVS should have sent refund check to P.O. Box *****, ********************** Attn: *******************.Please assist as this is unacceptable for this to have gone on this long and so much time spent by me and others (BlueCross, Dupixent) to try to make them correct the mistake they made (previous resolution with ********************************* Advocate).
Customer Answer
Date: 08/17/2024
I have not heard from the business in response to my complaint. I have continued to call them weekly. I called on 8/16/24 to follow up and they originally said they sent check to Dupixent 8/1/24. Now, they said they mailed check on 8/15/24. They are completely dishonest. I have zero confidence that they will revolve this issue. Only communication I get is weekly statements, texts, and phone calls that I need to pay them the balance that they owe to me or my copay assistance card through Dupixent.
Business Response
Date: 08/19/2024
August 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 August 7, 2024. Thank you for the opportunity to address the members concern.

Upon review, the refund was approved by management. The check for $4,884.41 was mailed to Dupixent.

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:08/02/2024
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 and CVS Specially don't care about people's lives been trying for over a month to get my Chemo pills for Cancer and they got a verbal approval from CVS CAREMARK, and they still won't send anything because in their system it didn't show anything
Business Response
Date: 08/22/2024
Please review the attached response.
Initial Complaint
Date:08/02/2024
Type:Sales and Advertising 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've used CVS's prescription mail order service twice now, and both times have had fulfillment and shipping problems. Most recently, my psychiatrist sent over a prescription for Adderall on July 26th. 5 days later on July 31st, (2 days before my medication runs out) my psychiatrist (not me) received a notification that the prescription could not be filled due to backorders on the medication. Next day, August 1st, we submit for a new prescription of a different dosage. On August 2nd, they confirmed my prescription (my last dose had just been used). I called to request expedited shipping per a prior ***** recommendation. Upon calling, the *** advised it would cost ME $23 to expedite the shipping (despite it being THEIR problem with having medications on hand and not notifying me in a reasonable time frame). They also said they wouldn't be expediting the processing time, which they said can take 5 days. So I'd have to pay $23 for them to send my medication out 5 days after I've already run out of my medication due to their incompetence and poor business practices.
Business Response
Date: 08/19/2024
Please review the attached response.
Initial Complaint
Date:08/01/2024
Type:Order 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.
All details have been documented in the attachment (too long for this box).
Business Response
Date: 08/16/2024
August 16, 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 2, 2024. Thank you for the opportunity to address the members concern.

Upon review, as of August 8, 2024, management has approved a one-time courtesy adjustment for the claims on June 27, 2024. The member was provided with this information.

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:08/01/2024
Type:Order 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 was given a prescription from my doctor for albuterol inhaler. The insurance company CVS Caremark denied the prescription, so I paid the $24 out of pocket. I rarely use the insurance due to a cash price being 1/2 if what the insurance price is. CVS should not be denying my medication coverage as they are not doctors, and are risking a lawsuit for practicing medicine without a license.
Business Response
Date: 08/21/2024
Good Afternoon,
Please see our response to Complaint # ********.

Customer Answer
Date: 08/22/2024
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 writing to formally complain about an issue I encountered at the ********* pharmacy in *****, **. Upon attempting to fill a prescription, I was informed by the pharmacist that my insurance coverage through CVS Caremark was not going to pay for the medication.
Given the necessity of the medication, I decided to purchase it out-of-pocket at a considerable cost to myself. I believe that this incident may not have been an isolated error but rather a systemic issue where CVS Caremark may be intentionally denying coverage to insured customers. My suspicion arises from the fact that after filing a complaint, coverage for the medication was subsequently approved.
While I understand that issues can arise in any system, I find the potential pattern of denying coverage initially only to approve it later upon formal complaint concerning. Such practices could lead to unnecessary financial strain and health risks for patients who rely on timely access to medications.
I kindly request that CVS Caremark investigate this matter thoroughly to ensure that all insured customers receive fair treatment and access to necessary medications as promised under their insurance policies. Furthermore, I urge CVS Caremark to take steps to prevent such incidents from recurring in the future.
Thank you for your attention to this matter. I look forward to your prompt response and resolution.
Sincerely,
***************************

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: 08/30/2024
Good Afternoon,
Our records show that the medication listed in the complaint is covered at ********* and was filled at this pharmacy on August 2, 2024 and August 25, 2024 with a $8.01 copay.
Initial Complaint
Date:08/01/2024
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 online pharmacy services the absolute worst .every time I have had an issue they do not sort it out. this time they were supposed to release my very important thyroid medication over a week and a half ago as I had surgery and I need this medication and they did not release it . I found this out last night when I looked online to check the status of the order and found that it was on hold. I called today and said why is this still on hold?? I told you to take it off hold over a week and a half ago and they said we'll have to reorder it and it'll take over two days to process and then ship out. this is unacceptable! this is so important that I have the thyroid medication and they are unwilling to process an order same day to correct their mistake that they made !!!. this isn't the first time they have messed up my orders. Every time you call them their people take well over half an hour to look things up it's ridiculous how inefficient this company is. this is the worst online service ever . I now have to call my doctor to rush in a prescription at the local pharmacy and now I'll have to pay full price.I'm warning everybody don't use this company if you can avoid it. This is messing with People's health . they have been doing business long enough to know how to get this right and they still can't. They need to take lessons from Express scripts because I never had any problems with that online pharmacy. I think that CVS online caremark should reimburse me for the money I now have to pay at my local pharmacy to get this prescription that I cannot wait for because thyroid medication you must take on a daily basis.
Business Response
Date: 08/08/2024
August 8, 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 1, 2024. Thank you for the opportunity to address the members concern.

Upon review, the member had a note on their account to hold ***************************** sent in from their doctor. The member contacted customer care on August 1, 2024, and was advised to obtain the medication from a local pharmacy because they needed the medication immediately.

Our records show a paid claim at ********* on August 2, 2024, for a 90-day supply of the medication. The member paid a $4.05 copay, which is the same amount that the member would have paid had they used the mail order pharmacy.

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

Customer Answer
Date: 08/08/2024
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 do not accept this reply. This is an absolute lie. I had placed orders and saw my thyroid was on hold, so I called the next day to release it. The girl I spoke to said she would release the order for the thyroid med. SHE NEVER DID!,,,,,,,,I called the next week as it didn't come in with my other ordered items, and and the person on the phone told me the order WAS CANCELLED BY CVS, and it would take more than 2 days to "re-process" it, before it could even ship. That would mean about 7 days total time.....You had no right to cancel it as I did not ask you to do that.
You are only correct that my orders are placed on hold until I release them. As I said, I HAD CALLED TO RELEASE and as usual CVS cannot get anything done correctly. Because of this major s**** up, I then HAD to order from local pharmacy as I needed it that day as you cannot wait days on end for this medication! I shouldn't have had to do this as this is what YOU are supposed to do for me.
CVS on-line pharmacy is the worst I have ever dealt with. In addition to the incompetency, every phone call takes your people well over 1/2 her to look at or attempt to sort out an issue.
Why didn't your employee RELEASE the Thyroid medication when I called the first time????? This is what was to have happened from the get go.

NOT HAPPY WITH YOUR SERVICE
***********************

Business Response
Date: 08/19/2024
August 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 August 1, 2024. Thank you for the opportunity to address the members concern.

Thank you for your email dated August 14, 2024. Caremark appreciates the members follow up to our response dated August 8, 2024.

We have asked management to review this matter for 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 **************.

Sincerely,
*********************************
Advocate
Initial Complaint
Date:08/01/2024
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 been contacting ******, ***** and ************************* for over a week with cvs speciality pharmacy regarding my prior authorization and my doctor has submitted the paperwork. CVS speciality pharmacy is telling me they do not have the paperwork. They refuse to call my doctor. I need my medication
Business Response
Date: 08/05/2024
CVS Specialty Pharmacy reviewed *************************** account regarding prior authorization; medications were approved on August 1,2024. *************************** is working with a representative to get medications filled; however, they will call their point of contact when they are ready to schedule a delivery.
Customer Answer
Date: 08/05/2024
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.

[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.]

issue is not resolved as I need someone to contact me and send the medications overnight or same day.

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,
Javiere

Business Response
Date: 08/12/2024
This complaint was resolved on August 5, 2024 as Specialty Pharmacy spoke with the member on August 5, 2024 and scheduled delivery for tomorrow. The member also requested a receipt of cost be faxed or mailed to her; the member provided a fax number.
Customer Answer
Date: 08/12/2024
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.
[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.]

when will i receive the receipts

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,
Javiere

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CVS Caremark is NOT a BBB Accredited Business.