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Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

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

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CVS Caremark has 42 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Was told by dr to go to pharmacy for vaccine, as they did not have it. At the *** Pharmacy, the Pharmacist told me the insurance was refusing to cover because I was at the pharmacy instead of the doctor's ******* He waited on hold for 30 minutes but was unable to reach anyone to discuss. I paid out of pocket, because I needed the vaccine. I have tried to call twice to ask how to file a dispute and have been disconnected/hung up on.

      Business Response

      Date: 06/26/2024

      June 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 ***** & YOUNG ANTHEM health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 14, 2024. Thank you for the opportunity to address the beneficiarys concerns.

      The vaccine is not covered under the prescription benefits portion of the plan. The member can contact their medical insurance plan to see if the vaccine is covered through their medical benefits.

      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:06/13/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in maybe 2015-2016 I was diagnosed with Crohns disease and started an injection called Humira. At the time my husband was in the military and we had Tricare and the medication was fully covered. Since he was medically discharged sometime in 2017 he lost his coverage for Tricare and also my way to pay for my medication. He has since worked at Lockheed ****** and the insurance is good but not great for my medication so I have resorted to co-pay assistance which has helped up until about April of 2023. Fun fact about this medication is the just 2 injections cost $3k that is just a one month supply. I dont even make that in one paycheck bi-weekly. Im a veterinarian technician and I only make $16/per hour and on a good paycheck I make $1,500 at the most. Anyways, in April 2023 I got co-pay assistance through Humira themselves and they sent me a card. When I received the card I called CVS specialty to provide them with that information and just like that my medication was covered and I received the medication. Once I needed a refill they refilled it but I then received a bill for $3k. I called them and was on the phone for a couple of hours trying to figure it out. They ended up telling me that they made a mistake on their end and the card was only set for a one time use when it was supposed to be set a a reoccurring card used. I was told for awhile to not worry about it because they were supposed to resolve it. They have told me that I owe it and I keep telling them they were supposed to resolve this. Now here I am with this balance of 3k that has went to collections. I have since changed the injection to the generic brand. Another fun fact about CVS is that they will fill your medication then after they ship it then they tell you your owe 3k but not before. So now to my understanding, I have 3k that has went to collections and another 3k I have to pay because now they are withholding my medication until those are paid.

      Business Response

      Date: 06/21/2024

      June 21, 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 June 13, 2024. Thank you for the opportunity to address the members concern.

      CVS Specialty has completed a billing adjustment. The members account now reflects a $0 balance. Weve confirmed that the balance was removed from collections.  We called the member on June 17, 2024, and left voicemail messages.

      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:06/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Somehow, I got signed up with CVS caremark for prescriptions. I knew my Dr. had done prescriptions by mail--but I had no idea who with! Now, i cannot get my prescriptions from my regular pharmacy (my insurance doesnt support 90 presciptions)-- but I cant get in touch with ANYONE at CVS to cancel. I dont know my account number or what presciptions they have-- i just want my prescriptions and cant get them because I have to go through them to cancel. I just want to cancel-- i want my prescriptions.

      Business Response

      Date: 06/17/2024

      June 17, 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 ******* PHILIPS NORTH AMERICA health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 11, 2024. Thank you for the opportunity to address the beneficiarys concerns.

      Our records show,no mail orders for this member. An override from June 12, 2024, until December 31, 2024, was entered to allow the member to fill 30-day prescriptions at a retail pharmacy of their choosing.

      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:06/10/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CVS Caremark is double charging for prescriptions. I was charged for each prescription separately on the day I ordered the prescriptions, 6/9/2024 then charged the total the next day 6/10/2024. Please stop this practice of double charging for prescriptions.

      Business Response

      Date: 06/12/2024

      We verified your credit card ending in 6047 was charged $3.00 for order number **********; this charge processed today. We also verified the same card was charged $44.46 for order number **********; this charge also processed today. 
      We are currently aware of periodic issues concerning credit card billing processes on some orders.  Upon ordering your medication, a pre-authorization request is submitted to your credit card company (financial institution).  Once the order is fully processed, a final authorization request is made for the actual amount of the order.

      We are finding some credit card companies are not releasing authorization holds in a timely manner, despite our submitting real-time reversals and receiving approvals.  Releasing authorization holds is the responsibility of your financial institution.  If you have any concerns regarding an existing authorization hold, please contact your financial institution. 

      Thank you.

      *****

      Customer Answer

      Date: 06/12/2024

      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. 

      Response rejected. The company has admitted to double charging and is taking no responsibility to fix the fraud. Blaming a bank is inappropriate and wrong. I will file a complaint with the consumer protection agency to continue to end this fraudulent activity. 

      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: 06/19/2024

      According to our records, your account does not show a credit.  If you suspect your financial institution has duplicate charges by the Service Benefit Plan, please provide clear copies of the entire month bank statement. Include the following information: 
      ID Number
      Name
      Address and any relevant information to the error (Order Number, Prescription Number, Etc.)

      Please send the documentation for review at the address listed below. 

      Fax to:
      CVS Health
      Attn PMT Disputes
      Fax: ************

      OR

      Mail to:
      CVS Health
      ************************
      Attn PMT Disputes
      *********************

      Additionally, a copy of your transaction history for OU#_3650761011__ and Ou#_3710565111__ will be mailed separately.


      Thank you.

      *****

    • Initial Complaint

      Date:06/08/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Caremark erroneously filled a prescription without my request, resulting in an unexpected invoice of $249.62. My physician had submitted several prescriptions based on my medical history, and while Caremark sent confirmation messages for each prescription, they failed to do so for the one in question.Upon discovering the charge on my credit card, I promptly reached out to Caremark to inquire about the unexpected fee. Their response indicated that the prescription had been processed and charged, and they refused to entertain the possibility of a refund, even if the prescription were returned. I asserted that such a practice is illegalcharging for and shipping an item without offering a refund option. These exchanges are documented in Caremark's system.Despite my efforts to address the issue, Caremark did not respond to my follow-up communication. Consequently, I took action by disputing and canceling the charge on my credit card, resulting in a refund. However, Caremark continues to assert that I owe them $249.62 and has ceased sending me prescriptions.In an attempt to resolve the matter, I contacted Caremark by phone, seeking resolution outside of the documented system. However, they informed me that the error in their communication three months prior had resulted in misinformation, and since it's now beyond 90 days, they claim the prescription cannot be returned, and the invoice stands valid. They further declared that they would withhold sending my prescriptions until the outstanding amount is paid.

      Business Response

      Date: 06/17/2024

      June 17, 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 LOCKHEED ****** CORP-LMC health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 8, 2024. Thank you for the opportunity to address the beneficiarys concerns.

      Upon review, a return label was sent to the member on June 11, 2024 ***** tracking number 9202090135079107696282)to return the order. Once the order is returned, we will process a refund.

      We have asked management to review this matter for coaching, training, and process improvement opportunities.  We apologize for any inconvenience the member may have experienced.


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


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

      Customer Answer

      Date: 06/17/2024

      [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:06/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      From the beginning I have been told by everyone that I would not be charged anything for my skyrizzi.From the very first injection in 2023 I was getting letters saying that I owed them a huge amount of money, we're talking several thousand dollars for a single injection. My insurance deductible is ***** for the year. And my out-of-pocket maximum is less than what they were trying to bill me. I would have to call ******, and have them call CVS with the card info every time. There where calls about this one as well. The billing harasement and struggle was to the point that I quit taking the medication in December of 23 and now just suffer with my illness because I was tired of trying to deal with the billing issues and the fear of having a $4,000 bill each time I took the medication a doctor prescribed. Now I have collection agents from CVS Caremark billing collections doing just that. I also have the Abbvie skyrizzi complete assistance card that was told pays the difference. Again I have called BOTH ****** ans CVS about this before. But continually I would gets billed and have to spend hours making calls back and forth. I am just tired of back and forth with no result and now collections. I need help resolving this. Maybe contact ****** about the *************** card I have that was to cover all these extra charges. The card I have from them says its active till 4/26

      Customer Answer

      Date: 06/18/2024

      I have not heard from the business in response to my complaint.

      I have no messages or anything concerning this or calls from Caremark CVS. They have not tried to contact me

      Business Response

      Date: 07/03/2024

      July 2, 2024
      BBB serving *********************, *****, ************, and *******
      5 Mt. *********. Suite 100
      ***********, MA 01752-1927
      Complaint # ********
      To whom it may concern:
      CVS Caremark administers the prescription benefits portion of THE PROGRESSIVE CORPORATION health
      plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
      from your office on June 7, 2024. Thank you for the opportunity to address the beneficiarys concerns.
      Upon review, the $3,780.11 balance was removed from the members account on July 02, 2024
      . The member has a $0 balance. The collection agency was notified of the balance status.
      Additionally, we have confirmed that the collection agency did not report the balance to the
      credit bureaus.
      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:06/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Insurance company required that I no longer use my pharmacy but use caremax.I went on line to have my scripts transferred. The software had so many glitches I had to scour the site for a phone number to call. I had them set up the transfer. Five days later I went on line to see where my prescriptions were. There were three, one was cancelled for no reason. One they didn't fill because they claim they were waiting for me to tell them if I wanted a 90 day or 30 day prescription. They claimed they had called to ask me about it. They hadn't the called. The third one was on hold and they couldn't tell me why. I called again and have spent over an hour trying to get this fixed.

      Business Response

      Date: 06/12/2024

      June 12, 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 Booz *************************** health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 4, 2024. Thank you for the opportunity to address the beneficiarys concerns.

      Our records show that we received all three prescriptions on June 4, 2024. One prescription shipped on June 4, 2024, for a 90-days supply and another prescription shipped on June 5, 2024, for a 90-days supply. The third prescription was too soon to fill but is scheduled to process and ship to the member on June 27, 2024, for a 90-days supply. The member can log-in to Caremark.com to view an orders status.

      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:05/30/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I order medication from CVS specialty online and CVS said there would be no charge. Shortly after receiving my medication CVS sends me a bill for approx. $2500. I call them and the rep could not tell me why this happened. She said only the "escalation team" could handle this and she would send them my info and get a call back in a week or two. Never received a call so called back and was told it could take 3-4 weeks so just wait longer. While waiting on a call from the escalation team, I receive another bill and not they want almost $4000. Still no call after 4 weeks so I call again and the next rep said there isn't a time limit and they will call when they call. They also couldn't give me an explanation on the new bill. I asked what else can be done and the rep suggested talking to a manager. She tried transferring me but the manager did not want to talk right now so she said she would call me back within the week. More than a month later and still no call. I get constant calls, emails and texts suggesting they can refill my prescription and telling me how much they can save me on other prescriptions. And not too mention more bills threatening collections but nothing to help resolve this issue they have called.

      Business Response

      Date: 06/11/2024

      June 11, 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 May 30, 2024. Thank you for the opportunity to address the members concern.

      As of June 5, 2024, the balance was removed from the members account. The member has a $0 balance.

      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: 06/12/2024

      [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:05/30/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My doctor made a mistake and send 3 different prescription to Caremark for the same treatment different dosages syntthroid 137mcg, Tirosint $125 mcg and Tirosint 137mcg . I only needed the Tirosint 137 however cvs Caremark sent out all 3 medications without verifying with me the patient or with the doctor and want to charge me $200 for the 2 tirosints even though I have a manufacturer coupon which will would bring total down to $60. They wont allow me to return the one I dont need or the 137mcg and go refill at the local pharmacy in order to use coupons so now I am stuck with 2 extra prescriptions I dont need and a $200 bill for a mistake that was caused my my doctor.

      Business Response

      Date: 06/11/2024

      Please review attached response.

    • Initial Complaint

      Date:05/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I did not place an order for ONETOUCH VERIO test strips, nor did I pay the copay. CVS Caremark shipped this medication to me, and billed my account of $100.00. Upon several attempts of calling customer service and having my issue escalated to the senior care team, and the account manager, I was told that CVS Caremark would not take back the medication and the balance of $100.00 would stay on my account and be charged to me. In my opinion, being sent a medication that I did not order or pay for is a deceptive practice, especially when they are unwilling for me to return the sealed, unopened package and taking the balance off my account

      Business Response

      Date: 06/18/2024

      Good Morning, 

      Please see our response to Complaint # ******** *******************************. 

    CVS Caremark is NOT a BBB Accredited Business.

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