Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

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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

517 total complaints in the last 3 years.
163 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/08/2024
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.
*** Specialty Pharmacy made an error in shipping my PROLIA to the wrong location (after having shipped it multiple times to proper place AND after my confirming the shipping address for this latest order ). As a result, I ended up having to use the hospital supply for my scheduled shot. They agreed this was their error and refunded my copay of $25 and said they were processing a refund of the ***** ASSISTANCE from Amgen in the amount of $650.21 back to that account since I would now need that to pay the copay for the hospital supply. Since early February I have been trying to get this payment reversed back to Amgen. There was a hack at ***** that delayed processing of the refund, but I was advised by *** about 4-6 weeks ago that that was resolved and the money was going back to my Amgen copay account. I have called multiple times and the funds are not back in the Amgen system, so I cannot process a claim for the copay I have already made to the hospital. I believe *** may be holding these funds as a means to generate interest income -- essentially playing to float on other people's funds. I can think of no other reasonable explanation for them holding these funds for 6 weeks past when they agreed to refund back to Amgen I have worked with the *** billing "escalations" department. No one will give me anything but a first name. ********, ******, ****************************, ***, are all individual operators I have spoken with. Some of the dates of multiple calls were 2/12/24, 3/11/24, 3/19/24, 3/22/24,3/29/24, 4/22/24, 5/6/24, and today 5/8/24. They just keep putting me off. My *** account number is ******* My date of birth is 8/2/62.
Business Response
Date: 05/16/2024
May 16, 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 ********** Blue Shield of Massachusetts health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 9, 2024.Thank you for the opportunity to address the beneficiarys concerns.

Upon review, CVS Specialty made several attempts to reprocess the claim in question. The delayed was due to AMGEN system issues. Our records show, the claim was reprocessed on May 8, 2024, and AMGEN copay assistance was refunded.

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:05/06/2024
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 have contacted Caremark several times to get information and details about prescriptions inluded or not, plan limitations.They have been unresponsive.Efforts to contact inldude their online website contact form/chat/email to no avail.Please assign this to an executive rep.Preferred and desired responses to this inquiry are requested via email: *********************** Attaching caremark plan credentials 1 Printed:04/12/24 1 ;
Business Response
Date: 05/20/2024
Please review the attached response.
Customer Answer
Date: 05/31/2024
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.]
THEY ARE NEGLIGENT, DO NOT ANSWER, EFFROTS WILL CONTINUE FOR ESCALATION

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,
*******

Customer Answer
Date: 05/31/2024
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.]
THEY ARE NEGLIGENT, DO NOT ANSWER, EFFROTS WILL CONTINUE FOR ESCALATION

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,
*******

Customer Answer
Date: 05/31/2024
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.]
THEY ARE NEGLIGENT, DO NOT ANSWER, EFFROTS WILL CONTINUE FOR ESCALATION

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: 06/06/2024
Please review attached response.
Customer Answer
Date: 06/10/2024
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.
KEEP THIS OPEN, STILL WORKING WITH THEM

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:05/06/2024
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.
From: ********************* Account#: **************** Client Ref: ********* In reference to the letters of collection from CVS Caremark. I received medication in the mail for medicine that I did not order or authorize to ship. I have always filled my prescriptions at our local pharmacy, ********* in ********** AL. I contacted CVS caremark and told them of this mistake, I even asked could I send the medication back to them since I didnt order it. I was told by the CVS agent, that they would waive the $120 fee, since I didnt authorize this and neither did my doctors office. At that point, I thought this was resolved.A few days later, I received another letter asking for the $120, I called CVS again and was told by another agent (apparently a manager) that they have reversed their decision and now want the $120 to be paid. I rebutted this again, because I didnt authorize this and neither did my doctors office, I have always used ********* so we cannot understand how this happened.I then contacted my doctors office, Endocrinology and Metabolism of ************, *************************************, ************. The nurse contacted CVS caremark and was not given any reason why this was shipped or who put in the prescription order. They are just as confused as I am, because we have been using the same pharmacy for several years, *********, in **************CVS caremark ships medicine for people that need home delivery, which I do not. Also, I have Blus Cross Blue Shield, TriCare Miltary Insurance, and Veterans Affairs Insurance, which means I have zero costs for medications. I have ***** had a co-pay for medicine, and now CVS wants $120 for something that I did not authorize or order. I asked them for proof of who authorized this prescription, which they could not provide. CVS is not being truthful and apparently this is a problem with their operations, which seems very questionable with their practices.
Business Response
Date: 05/07/2024
Electronic prescriptions were received on November 3, 2023 for a dependent on the account; two of the three prescriptions were discontinued on November 13, 2023. Although a request was submitted on November 13, 2023 to allow the return of the medications for a credit, the request was denied and a message was left on November 14, 2023 advising we are unable to accept the return of the medications as they were filled in good faith based on the instructions provided by the prescriber.
Anytime a physician provides the ************ Pharmacy with a new prescription by fax, telephone, or electronically, or you mail in new prescriptions, the ************ Pharmacy automatically processes the order in good faith unless you request otherwise.
As of May 7, 2024, the outstanding balance on your account is $120.00.
To view the balance on your account:
Navigate to www.fepblue.org/myblue
Log in to the "MyBlue" website with your username/login ID and password
On the "MyBlue" main page from your Dashboard, select "Pharmacy" and click "Refill Mail Order Prescriptions" and complete the security questions
Click "Profile" located at the top of your screen
To view account details and make a payment, click "************ Account Balance and Payment"
This page will allow you to choose your payment method or make changes to your payment options. You may pay by electronic check processing or credit / debit card when using Caremark.com.
You may also mail your payment to the following address. Please include your Member ID number, beginning with the letter R, found on your ********** and Blue Shield identification card.

CVS Caremark
PO Box 659539
*******************************

To reach the credit card maintenance page on our website:
Navigate to www.fepblue.org/myblue
Log in to the "MyBlue" website with your username/login ID and password
On the "MyBlue" main page from your Dashboard, select "Pharmacy" and click "Refill Mail order prescriptions" and complete the security questions
Click on "Profile" at the top of the page and select the "My Billing Information" link on the left side of the page
Under the "Action" column on the right side of the table, choose "Edit" or "Remove"
If choosing "Edit", then click on "Save Changes"; if choosing "Remove", then click on "Confirm Deletion"
You may also "Add New Payment Account" by clicking on the appropriate payment type
Enter the appropriate information and click "Add Account"

Thank you.

*****
Customer Answer
Date: 05/08/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have read the response from CVS and I have a couple of questions.
1- The original person I spoke with cancelled the money due, and would not accept the return. The next day or week, that decision was overturned, and now CVS wants $120. Why was this overturned when the original person I spoke with said it was cancelled in good faith? I am confused as to why this happened? And why would you not accept a return of the medication that I did not order?
2- Please provide me with name of the person who placed the order from Dr. ****************** Office, Endocrinology & Metabolism of ************* I will then give ********************** the information/name(s) needed for her and her team to correct this. This is not fault, I never ordered the medicine, didn't authorize the prescription, and should not held responsible for someone else's error. If you would like to contact Dr. ********** ******* the phone number is: ************.
*********************

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: 05/14/2024
Electronic prescriptions were received for your dependent by their doctor on November 3, 2023 and shipped on November 5, 2023; the order was filled in good faith based on the prescriptions provided by the doctor. ************ consult with your dependent's doctor regarding the prescriptions they provided the ************ Pharmacy as the doctor's ****** should have documentation regarding who submitted the ePrescriptions.
Initial Complaint
Date:05/02/2024
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 care **** is denied my life saving asthma copd medicine despite numerous request's from my doctor. I have long history of respiratory problems and history of chronic asthma. I have tried all of the alternatives medication and they do not work the only one is brand name advair diskjet asthma copd medication. cvs catenary has been told the generic medication is not working and denies my three appeals. cvs caremart continues to deny my doctor appeals and refuses to give me the medication advair diskjet even with doctors authorization since January 2024 I continue to feel sick and required medication support continues to be denied against my doctors orders.I dont feel well and this is a life threatening situation as I cant breath and the generic medicine is not working. I need my appeal to be reviewed and medication authorization to go through as I am a ******************************************************************************************************************************************** a lot of trouble breathing. Please help.
Customer Answer
Date: 05/13/2024
[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:04/30/2024
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.
Numerous calls from myself and my Provider/Doctor. Approximately 2 months trying to refill my asthma med Advair, after sending CVS Caremark all info requested, they ask for more info, and seems to be obstacles to not do their job,
Business Response
Date: 05/22/2024
Please review attached response.
Initial Complaint
Date:04/29/2024
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.
I have a bill that needs to be paid. My previous card has been expired and the website will not accept my new card. I have continually tried to enter the card number but I get an error message stating to enter it into the requested format. The format requested is without spaces. I have entered my new card number correctly and it will not accept it. This has happened to me before trying to pay my bill. I'm at a point where they need to fix their website to take my money. I am done trying. The entire website and app is garbage. Absolutely not user friendly.
Business Response
Date: 05/17/2024
Good Afternoon,
Please see our response to Response to Complaint ******** for *******************************.

Customer Answer
Date: 05/21/2024
[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:04/29/2024
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.
The business has been billing me for medication that is covered under a debit card for skyrizi. CVS has been given a code to use over and over but they take too long to process it and the code expires. Ive now been getting collection letters and they told me today its no big deal because its cvs collection company! Im at my wits end.
Business Response
Date: 05/24/2024
Good Afternoon,
Please see our response to 21642591.
Initial Complaint
Date:04/29/2024
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.
REFUSAL TO COVER A MEDICATION THAT HAS BEEN SUBMITTED BY PRIOR AUTHORIZATION, FOR WHICH i HAVE MORE THAN MET THE REQUIRED CRITERIA AND HAVE PAID OUT OF POCKET SOMETIMES UPWARDS OF 1200$ A MONTH FOR. THEY DO NOT COVER OBESITY AS A DISEASE. IT IS AN ICD CODED DISEASE. MY PHYSICIANS REFUSE TO ATTEMPT ANY FURTHER CONTACT OR ATTEMPT AT PRIOR AUTHORIZATION
Business Response
Date: 05/13/2024
Please review attached response.
Initial Complaint
Date:04/26/2024
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 12/25/23, I called about order specialty fertility drugs with CVS Specialty Pharmacy. I spoke with the agent and was under the impression because the drugs were being shipped on 1/1/24, they would apply towards my 2024 benefits. I did not need the drugs until 1/18/24 and would have waited to place an order in 2024 if that had not been the case The drugs were instead charged on 1/3/24 towards my 2023 health insurance benefits causing me an out of pocket costs of $1305.77. if the drugs were applied to my 2024 benefits I would have saved that money as I have hit my out of pocket maximum.I have now spent 12+ hours on the phone trying to resolve this issue with CVS Specialty across 8+ calls. On my most recent call, my request to be escalated to a supervisor resulted in a 30 min+ wait that has still not been resolved. Since then, I've paid over $2000 for additional drugs as payment is required before shipment and these drugs are essential for my treatment. I have no other provider I can go to as CVS is what my insurance covers so despite this awful customer experience I have no recourse but to keep calling and hope someone will eventually speak with me.
Business Response
Date: 05/17/2024
May 17, 2024

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on April 28, 2024. Thank you for the opportunity to address the members concern.

Upon review, the plan re-opened a billing window to reprocess the members claim. The members credit card will be refunded $1,305.77 and funds should be available within 7 business days.

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: 05/22/2024
[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:04/25/2024
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 a prescription, Zepbound that is being held up in pre authorizations. Caremark tells me they have everything they need to make a decision, yet no decision is made. It has been 10 days. My doctors office said everything requested was sent. Team members have no clue what is going on. They transfer you to many different reps but nothing is resolved.
Business Response
Date: 05/24/2024
Good Afternoon,
Please see our response to 21623984.

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CVS Caremark is NOT a BBB Accredited Business.