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.
165 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:05/23/2025
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.
The company has decided to change their formulary in the middle of the year when patients cannot change their plans. This change will no longer cover a medication they previously approved until March of 2026. It will take the cost from $30 a month to $1330 a month.
Business Response
Date: 05/29/2025

May 29, 2025

Better Business Bureau
****************************************************************************************************************************************

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 24, 2025. Thank you for the opportunity to address the Members concern.

Upon review, the medication is covered under the plan with a prior authorization which will be removed from the formulary on July 1, 2025. The prior authorization on file will automatically default and cover the preferred drug. CVS Caremark uses Formulary to evaluate products, looking at their clinical efficacy and safety profile, and determine drug coverage based on clinical practice guidelines. Zep*** and Weg** are both preferred options within clinical practice for the treatment of obesity. Therefore, preferring Weg** is clinically appropriate. If the Member would like to continue with current medication, she will need to request a formulary exception and obtain approval for the medication to be covered beyond June 30, 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,
********* ******
Advocate
Initial Complaint
Date:05/23/2025
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.
They continuously refuse to cover medications prescribed by my ***
Customer Answer
Date: 06/03/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 06/10/2025
June 10, 2025

BBB serving Eastern Massachusetts, Maine, Rhode Island, and Vermont
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Complaint # 23371251

To whom it may concern:

This letter is in response to the correspondence we received from your office on May 23, 2025. Thank you for the opportunity to address the member’s concern.

The requested medication is not covered unless the plan elected drug specific criteria is completed and the requirements for coverage are met. On May 23, 2025, the member’s prescriber submitted an exception request for the requested medication that was denied because the prescriber failed to provide the required clinical information for approval. An adverse determination notice was sent to the member and their prescriber. On May 29, 2025, the member’s prescriber submitted a new exception request for the requested medication that included the required clinical information for approval and the request was approved until May 29, 2026. An approval notice was sent to the member and their prescriber.

Additionally, CVS Caremark’s records show a paid claim for the requested medication on May 29, 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 1-866-526-4075.

Sincerely,
Domonique Ridgell
Advocate
Initial Complaint
Date:05/21/2025
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 am a member of the CVS Caremark prescription plan through my employer for pharmacy benefits. I have been on a medication for 4 months. CVS Caremark denied coverage for a refill on 4/3/2025. Upon calling them to find out why, they stated that the medication is excluded from coverage effective 3/15/2025. I never received notification of this. Upon several requests on my end, CVS Caremark finally provided a transitional refill. I then received a letter from CVS Caremark dated 5/1/2025 stating that the medication is covered until 7/1/2025. However, CVS Caremark is refusing to provide coverage on 5/21/2025. I am simply asking for a transitional refill in order to get onto my doctors schedule and figure out an alternative. CVS Caremark has provided various and incorrect information. I was told (will include letter in my complaint) that it was covered until 7/1. I have submitted both prior authorizations and a benefit review/appeal, both of which were denied (for coverage that I was told is effective until 7/1/2025).
Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
RE: Complaint #: 23359204
Dear Sir/Madam:
This ****** is in response to the correspondence we received from your office on May 21, 2025. Thank
you for the opportunity to address the Member's concerns.
In early May, there was an issue with the formulary notification ******s that were sent to members for
the Formulary updates that indicated certain medications would continue to be covered until July 1,
2025.
Effective March 15, 2025, the Members plan elected a formulary that excluded certain medications
from the Member's plan. The Members prescribers coverage requests were denied as benefit
exclusions, per the Member's policy. In all instances, notification of the adverse coverage requests
were sent to the provider and the Member, indicating that the Member's prescription benefit plan does
not cover the medication and referring to the Member's plan documents for further coverage
information.
We value our members and remain committed to our purpose, helping people on their path to better
health. Should you have any additional questions or concerns, please do not hesitate in contacting me
at **************.

Respectfully,
****** ****
Advocate
Customer Answer
Date: 05/28/2025
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 # ********.
I have already been told all of this by CVS Caremark customer service. You are not telling me anything I do not know. Your response does not address the fact that I received the provided letter with my personal information regarding my specific plan and formulary, explaining that the specific medication I am on (Zepbound) is covered until 7/1/2025. The letter does not state that only some plans are covering the medication until 7/1/2025. It says that my specific medication for me specifically on my specific plan is covered until July 1, 2025. It is not a generalized letter. It is regarding me specifically and my specific medication and provides a date of July 1, 2025.
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: 06/05/2025
June 5,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,MA 01752-1927

RE: Complaint #: ******** - REBUTTAL

Dear Sir/Madam:

This ****** is in response to the Members rejection of CVS Caremarks original response dated May 28, 2025.

CVS Caremark takes full responsibility for the errored notification sent to our members on May 1, 2025 stating their medication would continue to be covered until July 1, 2025. With the medication no longer being covered after March 15, 2025, the Member was allowed a onetime override for a transition fill on April 4, 2025. We understand the amount of frustration something like this can cause; however, the Members plan does not allow for any additional overrides in this matter.

We sincerely apologize for any inconvenience that the Member experienced. We value our members, and we are confident that future service will consistently reflect our commitment to our purpose,bringing our heart to every moment of your health.

Respectfully,

****** ****
Advocate
Customer Answer
Date: 06/09/2025
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.
Your transitional refill on April 4th was given prior to your letter dated on May 1st stating that my prescription was covered until 7/1. I'm sure you can see how that would cause confusion. I was told it's no longer covered, was given a transitional refill on 4/4, and then received an "erroneous" letter dated 5/1 that says it's covered until 7/1. Bottom line, you should be covering medications and following the letter that you sent.

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

FAQ

Regards,
*******
Initial Complaint
Date:05/20/2025
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 denying coverage on a prescription that *** been taking for about 9 years that theyve covered in the past. One of the physicians Ive seen during these 9 years for my severe asthma had me try ********* and a couple other inhalers and were not happy with the results, so they prescribed QVAR to help me manage my asthma and Ive done well on the inhaler ever since 2016. Now CVS is pretending that this is a new prescription and are trying to deny coverage . *** had continuous coverage with them since 2015. The out of pocket costs are close to $250 for a 30 day prescription. They want me to take alternatives which they should have record of me trying in the past and discontinuing because they are ineffective. Not being able to cover this prescription creates a financial hardship for me and my family and is jeopardizing my health and making it difficult to control my asthma. They are lying about how its not necessary for me to be on this prescription or that its a new one when Ive been taking it for almost a decade. This is unethical behavior and they do not have reasonable cause to suddenly stop covering this prescription. The pulmonologist I see has told me that QVAR has longer lasting effects for asthma control then the alternatives they want me to take and he and other physicians are absolutely stunned that a drug that has been on the market for so long is this expensive and that insurers are putting up such a fight to not cover it. *** and CVS should be ashamed of themselves for the way theyre treating loyal customers after this many years of coverage.
Business Response
Date: 06/10/2025
June 10, 2025

BBB serving Eastern Massachusetts, Maine, Rhode Island, and Vermont
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Complaint # 23356238

To whom it may concern:

This letter is in response to the correspondence we received from your office on May 20, 2025. Thank you for the opportunity to address the member’s concern.

The requested medication is a non-formulary drug for the member’s plan and is only covered if the plan elected formulary exception criteria is completed and the requirements for coverage are met. The member had an approved coverage request for the requested medication on file until April 12, 2025.

On April 28, 2025, the member’s prescriber submitted a coverage request for the requested medication that was denied due to not meeting the plan’s criteria for coverage. The prescriber attested that the member had not tried and failed the formulary alternatives. An adverse determination letter was sent to the member and their prescriber.

On May 14, 2025, the member’s prescriber submitted a coverage request for the requested medication that was denied for insufficient information. The prescriber did not provide the required clinical documentation for approval. An adverse determination letter was sent to the member and their prescriber.

On May 21, 2025, CVS Caremark faxed the criteria form for the requested medication to the prescriber’s office for completion. On May 22, 2025, the member’s prescriber submitted a coverage request for the requested medication that included the required clinical information for approval and the request was approved until May 22, 2026. An approval notification was sent to the member and their prescriber.

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 1-866-526-4075.

Sincerely,
Domonique Ridgell
Advocate
Initial Complaint
Date:05/16/2025
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.
It has been 3 weeks and I'm supposed to received medication delivery service. Repeated calls, speaking with several supervisors. My medications are nothing for pain these are to sustain my medical conditions. CVS Caremark has failed to get them delivered, however they didn't fail to charge my debit card, and charge my insurance for medication I haven't received. That's fraud!, now I am unable to return to my previous pharmacy to get my needed medication until July 2025. Return the monies to myself and my insurance immediately. They repeatedly reported that they couldn't get ahold of my Doctor for my prescriptions, however he has provided them the prescriptions, and how are you billing insurance, and myself if you never received correspondence from my Doctor.
Business Response
Date: 05/22/2025
May 22, 2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the STATE OF MINNESOTA 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, 2025. Thank you for the opportunity to address the beneficiarys concerns.
Upon investigation of the complaint, CVS Caremark has determined that the Members refills have been
available for pick up as of May ******* at the ********* store where the prescriber sent the
prescriptions. CVS Caremark shows the mail order prescriptions for order number ********** have
been received back to the sender in **************, **, **.
We currently show that the Member has removed their credit card initially used for the order from their
file. To proceed with the refund to the credit card, the Member will need to re-add the card to their
account. However, if the card is not re-added, the Member will receive a refund check instead.
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: 05/26/2025
[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,

***** Key
Initial Complaint
Date:05/16/2025
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.
I had an order for humara called in by my doctor after going through weeks of waiting for CVS specialty do get it approved they sent me half a month's prescription and then the day my next half a month was supposed to be delivered which was on a Friday of course they tell me that they have to get the medicine approved again which is absolutely absurd it was already approved by the insurance that is how they sent me the first half so I speak to them on the chat and they passed me off to three different people before telling me they will have to call me back then I get an email telling me that they're waiting for my doctor so they can get prior authorization which they don't need because they were already authorized so I chatted again same thing over again only this time I get a message saying they have to contact the insurance company now this is obviously a mess up by *** specialty and has nothing to do with my insurance or doctor they sent me half a month's prescription when they should have sent a whole month and now I have to wait days off my medicine again because they can't figure out what to do. It's absolutely ridiculous if they didn't send the whole month and can't get the insurance to pay it's on them I shouldn't have to miss out and have a gap in my medicine in flares again and risk losing my job because of their mistake. But Here we are now I will at least have to go the weekend without anything and then the time it takes them to ship this is not the first issue I've had with them it has been an ongoing battle to get this medicine I've been on and off it for 2 years now fighting with them with one insurance company or another and ****** is a type of medicine that is going to stop working because I keep going on and off of it and it's the only medicine I've had that's worked so far it's asking me for an amount I want to fix this I don't know how much is my job worth at least a few months salary for having to find a new one
Business Response
Date: 05/22/2025
May 22, 2025
Better Business Bureau
5 Mt. *********. Suite 100
*************** 01752-1927
Complaint # ********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the ORANGE FLU THE **** DEPOT
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, 2025. Thank you for the opportunity to address the beneficiarys
concerns.
The Members prescriber has now completed a new prior authorization for the Members weekly dosing
for twelve months, effective from May 20, 2025, thru May 20, 2026. On May 20, 2025, the Member was
notified through digital messaging of the rescheduled delivery date of May 21, 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
Customer Answer
Date: 05/22/2025
[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:05/15/2025
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.
Zepbound and wygovy are not interchangeable medications. This change threatens to undermine patient care and can lead to serious consequences. Patients deserve access to prescribed medically appropriate treatments without interference from insurance companies. Shame on you CVS Caremark!
Business Response
Date: 05/16/2025
May 16, 2025

Better Business Bureau
5 Mt. Royal Ave.Suite 100
*********************-1927

Complaint #********

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the STATE OF RHODE ISLAND health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 15, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The medication in question will be removed from the standard formulary drug list effective July 1, 2025. The Members prior authorization will be in effect until June *******, then will transition to the alternative drug until the prior authorization expires October 22, 2025. If the Member would like to continue with current medication, they will need to request a formulary exception and obtain approval for the medication to be covered beyond June 30, 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:05/14/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The deal between CVS Caremark and ************ announced on 05/01/2025 they will give Wegovy exclusive GLP formulary over Zepbound. This is absolute madness when ******** has consistently outperformed Wegovy in weight loss results across the board, in research studies. This decision will adversely affect thousands of patients who are currently either enrolled in weight loss programs or working closely with their primary care doctors. CVS Caremark has shamelessly prioritized money over patient care. This decision must be reversed immediately. People over profits.
Business Response
Date: 05/15/2025
Good morning,
The information provided does not return any results in our system. Please confirm the complainants information and verify that this is indeed a CVS Caremark complaint.
Best Regards
******** Mczeal | Advocate,Presidential Response Unit
p **********************
CVS Caremark | *********************************************************************************************

CONFIDENTIALITY NOTICE: This communication and any attachments may contain confidential and/or privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error,please notify the sender immediately by email or telephone and destroy all copies of this communication and any attachments.
Initial Complaint
Date:05/10/2025
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.
To whom this may concern,I am writing to express deep concern over CVS Caremarks recent decision to remove Zepbound, a U.S.-manufactured medication, from its formulary in favor of ******, which is produced overseas in ********This move is not only detrimental to patient choice and competition, but it directly undermines *********************** manufacturing. In an era where we are striving to bring critical manufacturing and jobs back to *****************, allowing large pharmacy benefit managers (PBMs) like CVS Caremark to prioritize foreign-made drugs over American alternatives sends the wrong message.If we are serious about prioritizing American businesses and national health security, YOU must act:Require insurance companies and PBMs to give fair considerationif not preferenceto American-made prescription drugs.Increase transparency in formulary decisions made by *****Enact pricing regulations or oversight to prevent anti-competitive practices that harm both patients and domestic manufacturers.******** is an ***-approved medication that many Americans rely on. Choosing foreign alternatives purely based on secretive rebate deals or profit margins undermines public trust and weakens our domestic supply chain.I urge you to investigate this issue and support legislation that protects American patients and American manufacturing.Sincerely,******* ********* ************************************************ 238.209.8750
Business Response
Date: 05/13/2025
May 13, 2025

Better Business Bureau
5 Mt. Royal Ave.Suite 100
*************** 01752-1927

Complaint # ********

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the ************** & CO. health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 10, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The medication in question will be removed from the standard formulary drug list effective July 1, 2025. The Members prior authorization will be in effect until June 30, 2025,then will transition to the alternative drug until the prior authorization expires September 26, 2025. If the Member would like to continue with current medication, she will need to request a formulary exception and obtain approval for the medication to be covered beyond June 30, 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:05/09/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My doctor prescribed a medication and my local CVS filled it for a month on March 31, 2025. On April 16, 2025, I received a letter from CVS Caremark stating that all refills had to go through its Specialty Pharmacy. I immediately called CVS Caremark and was told that my local CVS had to transfer the prescription to the CVS Caremark Specialty. After a visit to my local CVS that was incorrect. CVS Caremark has to initiate the transfer. After another call to CVS Caremark, the transfer was made and the agent promised expedited delivery because CVS Caremark's delay led to me almost running out of the drug. Then I got a call from the CVS Caremark Specialty Pharmacy another 4 days later saying that the refill required justification from my doctor. My doctor wrote an explanation to CVS Caremark for why this drug is required for my health care issue. No response. I now need to rush a new scrip to a different pharmacy and pay full price. Misleading, ill informed, and customer service designed to undermine my health all to save CVS Caremark a few bucks.
Business Response
Date: 05/19/2025
May 19, 2025

Better Business Bureau
************************************************
*********************-4705

Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 9, 2025
Thank you for the opportunity to address the Members concern.

Upon research, CVS Caremark has confirmed per the Members plan, medications of this drug class must
be filled with CVS Specialty. Medication is covered by the plan when filled with CVS Specialty. If the
Member wishes to fill the medication at a retail pharmacy instead of CVS Specialty, the member is
responsible for the cost in full. Per the plan, medications of this drug class must be filled with CVS
Specialty. The member was educated on this by customer care on April 28, 2025.
The prescription received from retail on May 2, 2025 required clarification from the doctor. Multiple
attempts were made with no success. This is a new patient of the pharmacy. The first fill was May 9,
2025 and the cost of the medication $1,409.94. The plan paid $1,284.94, leaving patient responsibility of
$250.00. Order was placed on May 5, 2025 with invalid prescription & placed again May 9, 2025 to
arrive May 10, 2025.
If member is experiencing delays in fill via CVS Specialty, an exception request can be sent to the client
by Client Support for possible approval.
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: 05/19/2025
[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

CVS Caremark

CVS Caremark

CVS Caremark

CVS Caremark

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CVS Caremark is NOT a BBB Accredited Business.

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Customer Complaints Summary

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CVS Caremark is NOT a BBB Accredited Business.