Business Profile

Health Insurance

CVS Caremark

Headquarters

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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:07/31/2024
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 taking a medication prescribed by my doctor (********) for almost a year. I met the criteria for coverage at the time of the original prescription. It has worked very well and I have done everything my physician recommended to maximize its effectiveness. Without notice Caremark changed the criteria for the medication and ALL MEDICATIONS related to them leaving absolutely no options whatsoever for medication of its type. I was basically told we wont cover this medication or ANY MEDICATION like it. I stated so I have no choice or options and the response was does not look like it. I want to know why an insurance company is allowed to override what my physician thinks is best for my treatment because they want to increase their already astronomical profits. I want my medicine covered as it has been for a year.
Customer Answer
Date: 08/11/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 08/28/2024
August 28, 2024

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

Complaint #: 22074226

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 member's concerns.

The requested medication is covered under the members plan with prior authorization. On July 26, 2024, the members prescriber submitted a coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. The member still has the option to request an appeal with CVS Caremark or submit a new prior authorization request for the requested medication.

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: 08/29/2024
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 have appealed and submitted another PA and was told the medication is on the excluded list along with ALL medication like it regardless of a PA is approval or not so I would still have to pay out of pocket. The pure hypocrisy of your response is laughable. You claim to care about preventative medicine but deny me based on financial reasons not medical ones. I am pre diabetic/insulin resistant with a long family history of death due to complications of diabetes. My physician believes this is the best way to stop the progression to a full diabetic.
I have been denied because your company does not want to pay not for legitimate medical reasons. It was fine for the last year because I met the criteria and your company changed the criteria so you would no longer have to pay for this medication. That is a travesty to overrule a physician for monetary reasons instead of medical. My diagnosis didnt change you moved the goal posts by changing the criteria so you would not have to pay.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
*****

Business Response
Date: 09/05/2024
September 5, 2024

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

Complaint #: 22074226

To Whom it May Concern,

This letter is in response to the rebuttal we received from your office on August 29, 2024. Thank you for the opportunity to address the member's concerns.

Prior to June 1, 2024, an approved coverage request was not required for coverage of the medication in question. Beginning June 1, 2024, the requested medication is only covered under the members plan with an approved coverage request. On July 26, 2024, the members prescriber submitted a coverage request for the requested medication which was denied due to not meeting the plans criteria for coverage.

The member has the option to request an appeal with CVS Caremark or submit a new coverage request for the requested medication.

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,

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

****** ******
Member Advocate
Customer Answer
Date: 09/09/2024
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.
The appeal was submitted and denied. I was also told that ALL similar medication would not be covered even upon appeal because they are on an exclusion list for coverage. So even with a PA and a successful appeal (which none have been successful) your company have basically excluded an entire group of medication for financial not medical reasons. Your company changed the criteria without notifying patients on the medication so you would no longer have to pay for it not that you deem it medically unnecessary. You claim that you care and preventative medicine is your goal but your companies actions completely contradict that. By changing the criteria without notice and then denying upon appeal without valid medical reasons even though my physician believes it is the best course of treatment all to save a few dollars when your company says it cares about the wellbeing of its customers is hypocrisy of the highest order that is the problem.
I [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
*****
Initial Complaint
Date:07/27/2024
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.
Early in 2024, my daughter was prescribed a compound medication (Olanzapine 1mg). The medication needed to be made (compounded) because it does not come in a 1mg dose and the 2mg dose is available only in capsule form (which cannot be broken in half).Following the directions on the CVS Caremark web site, I submitted for reimbursement ($85) using Caremark's own compound medication forms and included all receipts including the UNIVERSAL CLAIM FORM FOR A COMPOUND MEDICATION RECOGNIZED BY THE INTERNATIONAL ACADEMY OF COMPOUNDING PHARMACISTS which was provided to me by Reliant Compounded Solutions, the pharmacy that compounded the drug.A copy of everything was returned to me with a form letter asking I please provide valid *** numbers for all ingredients in the compound medication. I HAD included the *** number both on the Caremark form and it is also listed on the UNIVERSAL CLAIM FORM. That number for Olanzapine is: ************* I sent everything back to them with an explanation, circling the *** number in every instance and explaining (in case this was the reason) that food coloring does not have an *** number and that were charged $0 for the food coloring anyway. The only *** number they need is Olanzapine (circled everywhere and highlighted in yellow). They returned everything again with the same form letter.There can only be three explanations for this:1. They are not reading what I am sending them, including the cover letter.2. Their business model is to continually reject these claims until the customer gives up.3. Both of the above.Copies of all correspondence are included in the attached PDF, which is 12 pages long.
Business Response
Date: 08/19/2024
August 19, 2024

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

Complaint #: 22053688

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on July 27, 2024. Thank you for the opportunity to address the member's concerns.

Upon review, the information submitted by the member did not satisfy the request for information. The member can contact customer care at **************.

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,

*********************
Initial Complaint
Date:07/23/2024
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 on a medication (Xolair) for years. I recently changed insurance and have been battling getting my prescription refilled for two months now. My doctor's office has stepped and tried to help and I am getting the run around. They claim they are waiting on prior authorization to be submitted and my doctor's office already has. They have billed the wrong/inactive insurance. They will randomly cancel the order and I have to start over and resubmit a refill. It has been escalated to the resolution department and the lady that was in charge of overseeing things hasn't called me in weeks! I need this medication to survive and not sure why the process is so complicated all of a sudden when I have been taking the medication for years!
Customer Answer
Date: 08/03/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 08/07/2024
August 5, 2024

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

Complaint #: 22031435

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on July 23, 2024. Thank you for the opportunity to address the member's concerns.

On August 1, 2024, the specialty benefits verification team confirmed the members insurance coverage and on August 2, 2024, provided the doctors office with prior authorization request information.

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:07/19/2024
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 is advertising and displaying incorrect information on their cvs caremark website. When I search for the price of my medicine, it shows up as $15 for 90day supply. When I call the *** policy help center, I am informed that the $15 for 90day supply ONLY applies to mail order service. When I try to order through mail order, they inform me that the cost is $37.50 for 90day supply DESPITE being informed $15 for 90day supply on the phone as well as on the website. CVS caremark is providing incorrect information both online and through the help call center.
Business Response
Date: 08/09/2024
Please review the attached response.
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.]

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:07/17/2024
Type:Customer Service 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 am writing to express my profound disappointment with the recent service provided by CVS Caremark. On May 10, 2024, I was laid off from my job, resulting in the cancellation of all my work benefits, including our CVS Caremark Prescription plan. Consequently, my family (my wife, two children, and myself) had to rely on ******** temporarily.My youngest child, who is under two years old, has severe allergies and medical conditions requiring regular prescriptions and frequent medical visits. Unfortunately, the doctors essential to my daughter's care, as well as the *** Pharmacy, refuse to accept ******** because our now-cancelled CVS Caremark Prescription plan still appears as active in their system, although it is not.Despite multiple attempts by my wife to resolve this issue, we have been repeatedly informed that nothing can be done. ******** has indicated that they can update our coverage if they receive a letter from CVS Caremark expressing the cancellation of coverage, including effective dates and the names of my family members. However, CVS Caremark has refused to provide such a letter.This behavior not only demonstrates appalling customer service but also jeopardizes the medical care of my young daughter. The refusal to provide necessary documentation is both negligent and cruel, directly interfering with our ability to secure essential medical treatment for her.I urge CVS Caremark to reconsider their stance and provide the required cancellation letter immediately to prevent further distress and disruption to my daughter's critical healthcare needs.
Business Response
Date: 07/26/2024
Please review attach response,
Customer Answer
Date: 07/29/2024
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 follow up on my previous correspondence regarding the issue with my CVS Caremark Prescription plan. As previously mentioned, ******** requires a letter from CVS Caremark indicating the names of myself and my dependents, along with the date our coverage was terminated. Despite reaching out to my previous employer as directed, I have been informed that CVS Caremark must provide this letter.
I am having difficulty understanding why such a letter cannot be drafted. Regardless of the plan being through my employer, CVS Caremark is the entity I have been paying for over eight years. While I may not fully grasp the inner workings of health insurance and prescription plans, I do know that my daughter's healthcare providers, especially her allergist, are refusing to see her while this plan still shows as active in their system.
This situation leads me to assume that my insurance status was not properly updated in your system, which is likely why there is a reluctance to provide the necessary letter. I want to be clear that all I am requesting is a simple letter stating that my family and I are no longer covered under the CVS Caremark plan. This letter is crucial to ensure that my daughter can continue receiving the medical care she urgently needs.
Currently, we are unable to obtain an EpiPen for her or have her seen by her allergist, both of which are vital to managing her severe allergies and medical conditions. Please do the right thing and provide the required letter before this situation escalates further and results in avoidable damages.

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: 08/16/2024
August 16, 2024

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

Complaint # ********

To whom it may concern:

This letter is in response to the rebuttal we received from your office on July 30, 2024. Thank you for the opportunity to address the beneficiarys concerns.

Termination letters are sent by *****. The member may refer to the phone number on the back of their ID card or contact ***** directly.

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:07/17/2024
Type:Service or Repair 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.
My employer switched to caremark on jan 1- they said nothing would ***** and then proceeded to request and not ***** new PAs on meds i have been taking. In particular they denied Virbezi which has kept my chronic diahhrea from making my life the h*** im in now. I have lost 40 lbs since then to diahhrea and nausea and stomach pain. Its the only med that has worked for me. It also caused me to fall several times getting to the bathroom which necessitated xr and mri of my back and now i have gallstones from the rapid wt loss and had to purchase clothes shoes and dentures because what i had were fAlling off and out by that point. They have also denied my spevigo that is the only med to treat pustular psoriasis. When you call to talk to somebody you get the run around and nobody admits anything. My doctors dont want to try anymore because they waste hours on hold only to be told they need to talk to somebody else. Caremark has ruined my life! I am now so deep in debt from the medical exams imaging and purchases for dentures and clothes and now have to wear diapers its humiliating. You should be ashamed of yourselves and rectify this!
Business Response
Date: 07/26/2024
July 26, 2024

BBB serving *********************, *****, ************, and *******
***********************************************************************************************************************************************-4705

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on July 17, 2024. Thank you for the opportunity to address the members concern.

The members plan requires an approved prior authorization for coverage of the requested medication. The member has an approved prior authorization on file for the requested medication until December 31, 2024. Prior authorization requests are reviewed and determined by the plan sponsor, not CVS Caremark. The members prescriber may initiate a prior authorization request by calling the plan sponsor or by visiting the plan sponsors website.

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: 07/27/2024
[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:07/13/2024
Type:Service or Repair 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.
Dr prescribed this medication. We were NOT contacted by caremark to even let us know it was being shipped or that the cost would be $112.39! We recieved a package unattended and unsigned for containg this medication that we didn't know was even comming with a bill in the bottom for $112.39. I called caremark as I signed u up for the copay assist through the manufacturer and was informed that " it didn't work for mail order and to avoid paying the $112.39 next time instead of the $15 copay to fill it in the store! We were not even aware that was an option as nobody in their right mind would spend almost $100 extra to avoid a 3 minute drive!
Business Response
Date: 07/17/2024
July 17, 2024

BBB serving *********************, *****, ************, and *******
***********************************************************************************************************************************************-4705

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on July 14, 2024. Thank you for the opportunity to address the members concern.

The members plan has approved a balance adjustment of $62.39 bringing the members remaining balance to $50.

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: 07/17/2024
[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:07/09/2024
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.
CVS Caremark spent 2 weeks giving the pharmacy and the Doctor's ****** the runaround on a prior authorization and then when they finally admitted they received it, they denied the PA instantly. There is no way humanly possible that they had time to review the PA with any thoughtfulness whatsoever. They have done the same thing to my wife. They are a scam.
Business Response
Date: 07/18/2024
July 18, 2024

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 July 9, 2024.Thank you for the opportunity to address the beneficiarys concerns.

On July 9, 2024, the members prescriber submitted a prior authorization request for the requested medication that was denied due to not meeting the Plans criteria for coverage. On July 11, 2024, a new prior authorization request was initiated for the requested medication that included the required clinical information for approval and the prior authorization request was approved until March 11, 2025

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:07/05/2024
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.
On 6/27 I contacted CVS Caremark by phone and informed the person I had lost my prescription blood pressure medication, I explained that I live in a remote ***************** where the prescribed drug is not available at any pharmacy (there is only one pharmacy in town), and that I needed a refill sent **** Express mail to my PO Box. The person I spoke with said they can do that. I agreed to pay the $130 required for express shipment and authorized them to bill it to my credit card. I hoped to receive the medication during the coming weekend. It never came.Five days later, On 7/2, I received a call from CVS Caremark (the call was recorded) during which I learned that the order hadn't shipped yet. I explained my situation again. I requested shipment by Express Mail. I was hoping to receive it today (July 5th). This AM I logged in to CVS Caremark and discovered an order for my medication, was entered into the system on 7/2/24 with a tracking number **********************. I checkd the tracking number on the **** website and found the medication had shipped "parcel select," and that the delivery date was "unknown." In other words, they shipped my blood pressure medication by ground, when I had clearly requested express mail delivery and agreed to pay for it twice. I have high blood pressure. I need my medication. I do not understand why they shipped it "parcel select." These mistakes put my health in jeopardy.
Business Response
Date: 07/15/2024
July 15, 2024

BBB serving *********************, *****, ************, and *******
***********************************************************************************************************************************************-4705

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on July 5, 2024. Thank you for the opportunity to address the members concern.

Upon review, the member was refunded the $23 shipping charge and their mail order was delivered to their P.O. Box on July 8, 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,
*********************************
Initial Complaint
Date:07/04/2024
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.
I **ntacted CVS Specialty via chat in February to **nfirm my **payment showed as $5 before I requested shipment of prescription because I cannot afford full price, and this was the arrangement approved. I was told yes, ** pay is $5. Then, I received a bill on 4/13 for $2921.44! I called and spoke to ***************************** on 3/27/2024. She put me on hold for like ***** minutes to research. She said she **uld see I did a chat and was told **pay was $5. She said she **uld see exactly what happened, that my February shipment was cancelled, not sure why, and then it shipped on 3/7. She said I should have been billed $5 because I was **vered for that order under the $5 **pay arrangement. She advised she would send over to post ship escalation and to allow 4-6 weeks for a **rrection to be made. Also, I told my Rheumatologist what happened, and CVS Specialty was saying her office not responding. My Rheumatologist said they had sent prescriptions over 6 times to CVS Specialty for Humira, she finally just changed by prescription because of this issue. Since 3/27 I have talked to the following: *********** on 4/29, he said wait 2 more ******************************** told me to call back on 7/5. In the meantime, I am getting **llection calls for $2921.24. I would suggest go back and listen to the call with rep *************************** to hear her explanation of issue and the proof I was told the last shipment of ****** should have been $5.
Business Response
Date: 07/10/2024
July 10, 2024

BBB serving *********************,*****, ************, and *******
5 Mt. *********. ************************* **********
Phone: ************
Complaint #: 21942246

To Whom it May ************************ letter is in response to the correspondence we received from your office on July 4, 2024. Thank you for the opportunity to address the member's concerns.

On July 9, 2024, a request was submitted to have the balance removed from the members account and it was approved by the Supervisor. The member should allow 2-3 days for completion.Additionally, our records show the members copay assistance program was updated.

.
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 **************.

Respectfully,
*********************
Advocate
Customer Answer
Date: 07/10/2024
[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,

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

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