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.
163 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:05/21/2024
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 Dupixent since June 2023. My employer changed my pharmacy from Express Scripts to CVS Caremark in 2024. On April 29, 2024, I advised my Dermatologist to complete prior authorization with CVS Caremark in order for me to get my Dupixent medication. I was checking the CVS Caremark app daily to see if the status would change. On May 21, 2024, I finally followed up with CVS Caremark because I saw it was still in progress status on the CVS Caremark app. They stated that the dosage was too high. The lack of communication from CVS Caremark has been the most frustrating experience. I would like them to communicate to the physician and myself as to why the claim was rejected so that the physician can follow up and send in all the necessary documentation to get this resolved. I would like to get this prescription issue resolved ASAP to alleviate my severe dermatitis.
Business Response
Date: 06/04/2024
Please review attached response.
Initial Complaint
Date:05/21/2024
Type:Billing 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.
Nature of complaint:My son ******* requires a specialty medication from cvs specialty pharmacy that we pay for out-of-pocket until we meet our deductible. These amounts we have paid are not getting allocated correctly in the cvs caremark system, so therefore are not getting correctly allocated into the *************** system.On 5/3/24 I spoke to ***** at cvs caremark and they opened a claim/ref# ST - ******. I was told they would put the amounts we paid in their system and the accounting **** will contact me in 10 days and I never heard back. The payments are not in the cvs caremark system, so when I refill my son's medicine, I am told we still owe $1,404.00 each month when his medicine should now be $0 Date: 2/21/24, paid $1932.20 to cvs specialty pharmacy Date: 3/5/24, paid $1932.20 to cvs specialty pharmacy Date: 4/10/24, paid $1404.04 to cvs specialty pharmacy Total amount paid: $5,227.78 We have *************** insurance and cvs caremark prescription coverage (Archimedes is the insurance for specialty medicine). I spoke to Archimedes on 5/3/24, ****** told me to contact *************** because they don't structure our benefits. That same day I contacted ***************, ****** told me to call CVS caremark regarding our payments not being allocated. When I spoke to CVS caremark on 5/3/24, they told me their accounting department would enter in the payments we have made so the information can then get into the *************** system. None of the payments we have made for ******* are showing in the cvs caremark system.Our ***-out-of-pocket deductible with *************** is $5,400 which we have already hit through other medical costs for my son. Each month trying to get our son the medication he needs is a nightmare. We are hardworking people & to pay out of pocket each month is a financial hardship on our family. Then to have the payments we made just disappear and not be applied to our out-of-pocket *** is incomprehendible.
Customer Answer
Date: 06/03/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 06/05/2024
Good Afternoon All,
Please see our response to Complaint # ******** ********************************************.

Customer Answer
Date: 06/13/2024
[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:05/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS Caremark is my pharmacy management per my health insurance. CVS gives you the run around regarding thing about your plan. CVS will tell you to call your health insurance provider. Even though they do t have anything to do with you pharmacy benefits. CVS Caremark doesnt send out notifications to members when things about the plan are changing. This causes the member to be Inconvenience when trying to fill medication that all of a sudden no longer covered. CVS Care continues to blame other insurance companies that they dont make the changes and refers you back to your health plan. ********************** doesnt cover certain medications and denies PAs that shouldnt be denied. CVS Caremark refuses to file a grievance when you call to make one.
Business Response
Date: 05/30/2024
May 30, 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 20, 2024. Thank you for the opportunity to address the members concern.

On October 30, 2023, the members prescriber submitted a coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. An explanation of the denial and appeal rights was sent to the member on October 31, 2023.

On November 3, 2023, the members prescriber submitted an appeal for the requested medication that was denied due to not meeting the plans criteria for coverage. An explanation of the denial and external review rights was sent to the member on November 4, 2023.

On November 14, 2023, the members prescriber submitted an external review request for the requested medication that was approved until May 17, 2024. An approval letter was sent to the member on November 17, 2023.

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: 05/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This what you are talking about is not why I am complaining. If you would please re-read what I have talked about up above you would be better informed. I am not talking about medication that has already been approved.

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: 06/11/2024
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 June 3, 2024. Thank you for the opportunity to address the members concern.

Upon review, we have confirmed that the member requested to receive plan notifications via email and text message at an address and number provided by the member.

On October 30, 2023, the members prescriber submitted a coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. An explanation of the denial and appeal rights was sent to the member via email on October 31, 2023.

On November 3, 2023, the members prescriber submitted an appeal for the requested medication that was denied due to not meeting the plans criteria for coverage. An explanation of the denial and external review rights was sent to the member via email on November 4, 2023.

On November 14, 2023, the members prescriber submitted an external review request for the requested medication that was approved until May 17, 2024. An approval letter was sent to the member via email on November 17, 2023.

The members Plan information for copay and formulary documents is available on the states website at **********************************************************************.

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

Sincerely,
*********************************
Advocate
Initial Complaint
Date:05/18/2024
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.
CVS Specialty Pharmacy overcharged my Dupixent copay assistance card and also overcharged my insurance (BlueCrossBlueShield of *********) in January. We have been trying to get a resolution since January to no avail. I have been told each time I have called that they are escalating and will have it resolved. Never able to provide a case number or incident number. Then you have to call back over and over and start again. Simply unacceptable. Now, I am having to go without my medication as the overcharge in question has still not been credited in the amount of ******* and they have not issued credit back to my insurance. I have spent countless hours on the phone with this company and wish for them to fix the issue and then I plan to transfer my prescription to another pharmacy as they are not competent to process prescriptions correctly, safely, or ethically.
Customer Answer
Date: 05/28/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 05/30/2024
May 28, 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 18, 2024. Thank you for the opportunity to address the members concern.

Upon review, the billing error has been corrected as of May 28, 2024. The $7,188.05 adjustment will refund the members insurance company $2,091.63, the members copay assistance $212.01 and the patient assistance program card will be $4,884.41.

Additionally, the member can contact CVS *********************** at ************ to initiate an 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,
*********************************
Advocate

Customer Answer
Date: 06/04/2024
[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:05/15/2024
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.
"On January 6, 2024, a prescription for Rosuvastatin 40mg was mistakenly sent to me instead of my wife, who is the actual recipient. Despite our repeated attempts to communicate with CVS/CAREMARK and resolve this error, I am now facing unwarranted collection efforts for a medication I neither ordered, never have taken, nor consumed. The medication remains in its original, unopened packaging, as we have not received the necessary return label to send it back.Furthermore, on January 6, 2024, upon receiving the medication through mail order, I immediately requested a return label due to the apparent mix-up. Correspondence dated January 4, 2024, inappropriately suggested that my wife consume the medication intended for me, which she rightly declined due to the legal implications and the violation of HIPAA regulations it would entail. I am seeking an immediate credit to my account and a halt to all collection activities by TRANSWORLD SYSTEMS, as this situation stems from an error not of our making."My CVS account# is ********* *******************************
Business Response
Date: 05/24/2024
May 24, 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 Willow ****** LLC health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 16, 2024. Thank you for the opportunity to address the beneficiarys concerns.

On January 2,2024, the members doctor sent a prescription to Caremark for the wrong plan member. The prescription was filled as written and mailed to the address on file.

As a courtesy a return label was mailed to the member on May 17, 2024, **** Tracking # **********************.Once the medication is returned, Caremark with process a refund.

This matter was reported to the Caremark privacy office on May 17, 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,
*****************************
Member Advocate

Customer Answer
Date: 05/24/2024
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 accept that CVS CAREMARK has addressed the return and sent a return label, however, they have not addressed the collection efforts and possible detriment to my credit report. *********** needs to assure me that after the medication is returned that collection efforts will cease and there will be no impact to my credit. Thank you.

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: 06/04/2024
June 4, 2024

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Willow ****** LLC health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 16, 2024. Thank you for the opportunity to address the beneficiarys concerns.

The collections agency, Transworld, was notified of the paid in full status on June 3, 2024. 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:05/15/2024
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 am writing my complaint today because I am at my wit's end and I have no other options to get this resolved. It has been at least 4 months since I have started working on this... I simply want a Prior Authorization completed for my prescription and they are refusing to give it to me. I have been hung up on and given the run-around multiple times and I am tired of calling them over and over. I have even got my doctor's ****** to reach out to them. They are still refusing to ***** my prior authorization even after getting authorization from my doctor. On one hand, their website says that prior authorization is required, but on the other hand, when I try to fill the prescription, CVS is charging full price, as the website says that a prior authorization is required. Please see docs below. I am simply asking for my prior authorization to be *****ed period and as soon as possible.
Business Response
Date: 05/24/2024
May 24, 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 May 16, 2024.Thank you for the opportunity to address the beneficiarys concerns.

The medication in question requires prior authorization, per plan design. The prescribers office completed the criteria form, and the drug was approved until May 20, 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:05/14/2024
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.
Order placed on the May 7th, The prescription did not arrive until 14th, unable to use it due to needles required to use insulin the order was send from Caremark online to doctors office without a needles needed or sharpie container. #********** On hold Mail order #********** Order placed on 5/7/2024
Business Response
Date: 05/24/2024
Please see attached response.
Customer Answer
Date: 05/24/2024
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.
There were 2 order numbers one was canceled by CVS Caremark.Prescription in order # **********

TRESIBA FLEXTOUCH 100U/ML PEN
Rx #*********
For: PRADEEP, age 58
Estimated cost: Not available

Regards,
Pradeep

Business Response
Date: 06/04/2024
Please review the attached response.
Initial Complaint
Date:05/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Gave CVS specialty pharmacy 2 months to send and fill my prescription when they finally did they put down the wrong delivery date when I was told otherwise it would be sooner. Im am sick and tired of being sick and without my medication they are gonna be sued here soon. Incompetence and lack of patient care. Extreme disregard for patients lifes and lifesaving medication.
Business Response
Date: 05/24/2024
Please review the attached response.
Initial Complaint
Date:05/09/2024
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 refusing to honor a manufacture coupon for my very important medication and having health complications and the company is not worried if i have my medications
Business Response
Date: 05/20/2024
May 20, 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 ****** Corporation health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 13, 2024.Thank you for the opportunity to address the beneficiarys concerns.

CVS Pharmacy confirmed that a manufacture discount card was applied to the order on May 17,2024.

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,
*****************************
Member Advocate
Initial Complaint
Date:05/08/2024
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.
My dermatologist sent CVS a script for a HYFTOR 0.2% gel over a month ago and I been getting a run around. I spoke to CVS they said its a specialty drug, I spoke to specialty they said it comes from Caremark, Caremark said no it comes from specialty, specialty said it comes from CVS ***** *********** the doctor wrote the wrong script, my insurance doesnt cover it, blah blah blah. My insurance does cover it and I got a email from CAREMARK saying that my prior authorization coverage was approved and THEY STILL WONT SEND ME MY PRESCRIPTION!!
Customer Answer
Date: 05/19/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 05/24/2024
Please review the attached response.

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CVS Caremark is NOT a BBB Accredited Business.