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:07/05/2024
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,

*********************
Initial Complaint
Date:07/03/2024
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.
*** made clear statements that are false. I would like information on the reason why my insurance company is involved when the patient care program is the one chosen. There is no law that "loops around" the constitution(as sometimes those exsist, and those are american civilian duties to fix) that state CVS can cafeteria pick and choose the paymemt method for the medication I have. Someone made an error or needed a clarification, made up a reason, and sent me a fake reality, to why my $36,0000 medication is not being sent. No medication needs approval from a insurance company, ever. Thats practicing without a license. Surely we can assume a doctor will deny(?) My valid prescription in the face of corruptive practices if my illness was a questionable one, but it isn't and very well known. In the event the medication is already paid for, as is such, thid message is impossible. Now, the issue is still that CVS Caremark/Silver ran my prescription over to my insurance as "it claims" but when calling the rep said the Pharmacist needs to do some stuff'. Now I know thay they failed to articulate that the injection is awaiting CVS profits. Shots fired CVS Caremark!
Business Response
Date: 07/11/2024

July 11, 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 3, 2024. Thank you for the opportunity to address the beneficiarys concerns.

Our Specialty team spoke with the prescribers office and the member on July 9, 2024. Both are aware of the authorizations required for the medication in question. Once the coverage request is approved, the prescription will be processed.

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:06/26/2024
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.
Date of transaction: 6/3/24 Amount billed on 6/3/24: $90 copay In April 2024, I filled a prescription at a CVS Pharmacy which accepted a manufacturer's patient savings program through Bausch and Lomb for a $0 copay when filling the prescription. On May 17, 2024 a prescription for the same medication was submitted to CVS Caremark. When CVS Caremark filled the prescription, they charged $90 to my account. When I contacted CVS Caremark on June 5, 2024, within 3 days of processing the order to ask if they would reprocess this order with the patient savings program information, they refused to do this. I spent more than 2 hours on the phone with CVS Caremark representatives, including a conference call with a representative from the Bausch and Lomb patient savings program to ask for a direct reimbursement from the manufacturer's program to CVS Caremark, this was refused. I asked if I could return the medication for a refund/bill adjustment, and this was denied. I reported this situation to ****************** Blue ************************* which is my health insurance carrier, and they referred me to file an appeal with the Director of ****************** ****************** Blue Shield, which I intend to do if the order is not reprocessed with the manufacturer's patient savings program, and the copay amount of $90 is not removed from my account.
Business Response
Date: 06/28/2024
On April 18, 2024, a local CVS Pharmacy processed a claim for 120 quantity 60 day supply; the claim processed correctly according to your retail pharmacy benefits. We are unable to verify if a manufacturers saving program was applied to this claim.

Caremark mail order received a prescription from your provider on May 17, 2024. On May 17, 2024, a notice was sent advising the medication was too early to refill. On May 26, 2024, a notice was sent advising the order has a new processing date to begin on June 2, 2024. On June 3, 2024, a notice was sent advising the order had shipped and a tracking number was provided; the package was delivered on June 5, 2024 according to the tracking information. Caremark mail order did not receive a request to cancel the order prior to the order being shipped. Caremark also did not receive a request to place patient savings program information on file before the order processed.

Existing claims cannot be reversed and reprocessed in order to apply a Manufacturer Copay Card. The Manufacturer Copay Assistance Card program may also not approve use at Mail Order. You should contact the Manufacturer Copay Card Assistance Program directly for more information regarding the rules for their specific card and verify if manual rebate options are allowed if the card is not applied to a claim.
We are unable to allow you to return the medication for a credit to your account as there was no Caremark error. Your current outstanding balance of $90 remains due and payable.

Thank you.

*****
Customer Answer
Date: 06/28/2024
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 response received from CVS Caremark is not satisfactory, and I am rejecting the conclusions reached by the CVS Caremark Representative since they were aware of the April 18, 2024 order for the same medication that was processed by a local *** Pharmacy which had the information about the manufacturer's savings program that was approved and used for this order. This April 18th claim was processed, and included the manufacturers patient savings program information that was in the patient's record to qualify the order to be covered under this savings program with a $0 copay. In addition CVS Caremark mail order was again made aware of the previous order information when they received a prescription from on May 17, 2024, and when the patient notified CVS Caremark on June 5th, 2024. Since the medication order was too early to refill, based on the information made available, the order processed on June 2, 2024 should have been processed with the same information about the manufacturer's savings program that had already been submitted by the patient to *** Pharmacy. The patient spent more than 2 hours speaking with CVS Caremark and ****************** Blue ************************ representatives between June 5h and June 17th, including a conference call with a representative on the line from the manufacturer's patient savings program in order to provide the information needed for the manufacturer's savings program, and CVS Caremark denied having the information from the *** Pharmacy which had been given to them for the patient in order to waive the $90 copay. The patient is still asking CVS Caremark to correctly process the June 2nd order with the patient savings program, and credit the patient account for the $90 copay as requested.

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

FAQ

Regards,
*********

Business Response
Date: 07/08/2024
The claim dated April 18, 2024 that was processed by the local retail CVS Pharmacy only shows what the copay would be as per your retail benefits. CVS Caremark mail order would not know if a coupon or Manufacturer Copay Assistance Cards were used to fill that medication at retail. CVS Caremark mail order would have to obtain that information from the member for Manufacturer Copay Assistance Cards.

Manufacturer Copay Assistance Cards are to be added before the order is processed but there is no guarantee. It is suggested that member continue to use retail pharmacy to fill prescription as there is no guarantee at mail order the Manufacturer Copay Assistance Card will reduce the members' copay.

A onetime exception has been approved to credit members' account for the $90.
Initial Complaint
Date:06/25/2024
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.
march 1st 2024 rinvoq 15 mg tablets. never ordered and never received yet i am being charged for them. *** been calling cvs speciality for months and telling them this but they are still trying to charge me for this. i keep telling them to review all the calls i made since march where i tell them i did not receive this bottle. they keep telling me that the issue has been escalated but it is not being resolve and i continue to get a bill for $6568.54
Business Response
Date: 07/03/2024
July 3, 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 UNIFORMED FIREFIGHTERS ASSOCIA health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 25, 2024.Thank you for the opportunity to address the beneficiarys concerns.

Upon review,the member has a $6,521.25 balance for the April 9, 2024 order, not their March 1, 2024 order.

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: 07/03/2024
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,
Ivanka

if this bill is really for the ***** prescription then they have to provide transcripts of my telephone calls to the agent at Cvs specialty . I did a three way call and included a representative from ***************** assist. I did the three way call because I received a bill for over 6k BEFORE I ordered my ***** prescription and I was trying to have them figure out what happened (explained to them that there was a mystery bottle of 15mg that I didnt order in March and never received yet it was on my records and billed for it) I specifically told the agent I do not want ***** order to be sent out if i was going to get a 6k bill she told me that will absolutely not happen. I did not approve this ! The proof is in the phone records that I know they record.
Business Response
Date: 07/10/2024
July 10, 2024

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

Complaint #********

To whom it may concern:

CVS Caremarkadministers the prescription benefits portion of the UNIFORMED FIREFIGHTERS ASSOCIA health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on July 3, 2024.Thank you for the opportunity to address the beneficiarys concerns.

On July 8,2024, the plan approved reversing and rebilling the March 1, 2024, claim to apply those copay assistance funds to the members April 9, 2024, claim. The members balance was moved to pending copay assistance and the member will not receive statements while this process is taking place. The member can contact their single point of contact, ***** with Specialty at ************************* for updates.

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

Sincerely,
*******************
Member Advocate
Initial Complaint
Date:06/21/2024
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 submitted a prescription reimbursement request. It was denied, saying that the ***** and NPI numbers were not valid. I reviewed my submission. The numbers are 100% accurate and valid.Last time this happened, I made approximately 20 phone conversations and written submissions over the course of 15 months to try to resolve it, only to be led in circles. I made a complaint to the BBB and it was resolved within a week. The reference number on the denial letter I received is **************.
Business Response
Date: 06/26/2024
June 26, 2024

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

Complaint #: 21882626

To Whom it May ******************** letter is in response to the correspondence we received from your office on June 20, 2024. Thank you for the opportunity to address the member's concerns.

The necessary information was gathered,and the claims were processed. Please allow 7-10 business days for the member to receive reimbursement.

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: 07/05/2024
[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:06/20/2024
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 mail order pharmacy has failed to deliver me one of my medications resulting in me being without my medication for weeks and I am still seeking resolution for this issue. During my many phone calls to CVS Caremark mail order pharmacy, I made multiple attempts requesting them to not fill any more prescriptions. Despite my many requests, I received an email stating another medication was shipped without my authorization. I have already filled this medication at a local pharmacy and do not need this refill. I am extremely frustrated and am requesting the BBB to officially record my complaint in hopes to urge CVS Caremark mail order pharmacy to take their responsibility of dispensing medications seriously. I have never experienced such high level of incompetency in any medical field. I would also like to request CVS Caremark mail order pharmacy to cancel the second prescription I did not authorize and issue a refund so I can fill it at a local pharmacy. I am also requesting CVS Caremark mail order pharmacy to provide assistance with the first prescription so I can get the next refill for that prescription at the local pharmacy as well.
Business Response
Date: 06/24/2024
The most recent order was originally received on April 17,2024; however, it was too soon to be refilled. Notification was sent on April 17, 2024 advising it was too soon to fill the medication and would begin processing on June 19, 2024. Notification was sent on June 12, 2024 advising the order would begin processing on June 19, 2024. Notification was sent on June 19, 2024 advising the medication shipped. **************** Pharmacy sent an Electronic Mail Tag (E-Tag) on June 21, 2024 allowing you to return the medication for a credit to your account. Upon receipt of your medication, your account will be credited $15. Returns will be reviewed and credits will be posted on the account in up to five ************ days upon receipt at the pharmacy.

A comment was placed on your account on June 20, 2024 advising member has asked to not receive Rx via MO without providing consent.

We also verified an order for another medication was received on April 11, 2024; the order shipped on April 11, 2024. A request was placed on April 23, 2024 to reship the medication as the original package had not been received; the medication was reshipped on April 25, 2024 and delivered on April 26, 2024 according to the tracking information. This medication is eligible to be refilled on June 30, 2024.

We apologize for any inconvenience you experienced.

Thank you.

*****
Initial Complaint
Date:06/18/2024
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 gave birth on 3/8/2024, and I had preeclamsia. As I was getting discharged from the *********************, they sent over a prescription to CVS Caremark for post-partum hypertension. CVS Caremark filled a 3 month prescription of Nifedipine, and sent the drug to an address that I haven't lived at for over five years, which was ****************************************. When I called them to report the error, I asked them to resend the medicine to my actual address. They refused. They said they needed the referring doctor to resend the prescription in order for them to resend the meds. I called the hospital a few times and spoke to the referring doctor, who said that she resent the prescription. CVS Caremark never sent the new meds. I was unable to get the prescription filled and covered by insurance because my insurance said that CVS Caremark had already fulfilled a 3 month supply. I then had to pay over $300 of my own money for a three month supply of the prescription outside of insurance. I spent hours on the phone speaking with my insurance and with CVS Caremark and was still unable to get the meds covered by insurance or resent to me. When I why CVS fulfilled the prescription without my authorization or confirmation of address, they said that this was "Just their policy." CVS Caremark is now still sending me a bill for $21.49 to pay for the three months of the medicine that I never received. This should be illegal what they have done. This could be crippling to someone who didn't have the money to pay for these medicines. Without medicine regulating my high blood pressure, I could have a stroke post-partum. Desired solution is that they send me the medicines to the correct address, or they drop the bill for $21.49. And one more thing - they obviously know my correct address because even though they can't send me the medicines to the right location, they have still been able to send me multiple bills to where I live.
Customer Answer
Date: 06/30/2024
I have contacted CVS Caremark multiple times, spending hours on the phone to only get transferred from team to team. They told me that the doctor who initially sent my medicine had to approve to resend it. I then spoke with tbt doctor who confirmed that the medicine had been resent and called CVS back multiple times to request the resend of the medicine. CVS consistently said that they hadnt received the doctors confirmation and that there was nothing more they could do. After calling back more than four times without resolution, I decided to file a claim with the BBB.
Business Response
Date: 07/02/2024
Good Afternoon
Please see our response to Response to Case ******** for ***********************.
Initial Complaint
Date:06/18/2024
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.
I was provided with an out of stock notification for a medication that I was receiving and told to contact my doctor. I did and then it was advised that a prior authorization was needed, then rejected. Finally after a recommendation that was provided from CVS Caremark on what would be covered, my doctor submitted the prescription. This was over a month that I did not have medicine for diabetes.I finally received the medication and the needles needed to inject the medicine did not arrive as required. I called and they said that they would overnight due to criticality. After a week of not receiving the needles, I called back and they said the request was rejected; however, no one communicated that to me. This continues....as of today, I still am receiving calls about placing the order for the needles. This is a health safety concern.
Business Response
Date: 07/02/2024
June 2, 2024

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

Complaint #: ********

To Whom it May ******************** letter is in response to the correspondence we received from your office on 06/21/2024. Thank you for the opportunity to address the member's concerns.

The prescriber provided a new prescription to the retail pharmacy and the member received their supplies on June 25, 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 **************.

Respectfully,
*********************
Advocate
Customer Answer
Date: 07/03/2024
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 purpose of the complaint was that there was NO communication from CVSCaremark that a separate prescription was needed for needles. The two separate representatives that I spoke with said theyd be overnighted to me but then those requests were rejected without any communication back to me. I finally called my doctor and had them send to local pharmacy since it is medicine.

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

FAQ

Regards,
******

Business Response
Date: 07/22/2024
July 22, 2024

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

Complaint #: 21865874 Rebuttal

To Whom it May ******************** letter is in response to the correspondence we received from your office on July 17, 2024. Thank you for the opportunity to address the member's concerns.

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:06/17/2024
Type:Order 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.
For the past several weeks, my doctor's ****** and I have been given the runaround by CVS CareMark with regard to a Prior Authorization. We have called several times and have been told different things without a clear path forward. CVS CareMark refuses to even process the Prior Authorization, let alone Approve or Deny it. I am attempting to obtain a drug normally used for women's fertility, but also can be used to increase testosterone in males without affecting fertility. CVS CareMark representatives continue to say that they don't process the drug and I, a man, am required to file PA with a company called Progeny, but this company has repeatedly told my doctor they only deal with WOMEN'S FERTILITY. A previous CareMark agent told me that since I am a man that CVS should process the prior authorization. However, CareMark faxed a response to my doctor refusing to process their submission and an agent over the phone refused to process a PA for the drug Clomid. This is extremely embarrassing and frustrating. My insurance GEHA uses CVS CareMark for Rx and at this point it would benefit me to completely change my insurance company during open enrollment. My GEHA member ID is ********. ********************** should have a record of my calls, my doctor's calls, and the many attempts at submitting a prior authorization request. I would like CareMark to contact my doctor's ****** to complete the prior authorization. There are clearly some gaps in the standard operating procedure when the drug Clomid is prescribed to a man, not a woman.
Business Response
Date: 06/26/2024
Please review attached response.
Customer Answer
Date: 07/03/2024
[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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CVS Caremark is NOT a BBB Accredited Business.