Complaints

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

close

Find a Location

CVS Caremark has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  242 5th Ave Pittsburgh, PA 15222

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  5703 Steubenville Pike Mc Kees Rocks, PA 15136

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:04/16/2024

  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.

  Today I woke up with both my eyes red, itching and swollen, and with several red patches on my neck.I was able to see a physician's assistant on an emergency basis and she gave me a paper prescription for two separate creams, one for my neck and another one for my eyes.She explained to me that I could use the cream prescribed for my eyes on my neck, but absolutely could not use the cream prescribed for my neck anywhere on my face.My appointment was at 3:30pm PT and I left their office at almost 4:30pm PT and went straight to a CVS pharmacy to fill my prescriptions, as I was in excruciation pain and discomfort.I had to wait almost one hour for both prescriptions to be ready and when I went to pay, I was advised that the prescription for my eyes (Pimecrolimus 1%) was not processing as covered under my insurance because it needed to be pre-approved by the CVS Caremark Prior ******************* and that department was already closed, so my co-pay at that time would be $144.49.They suggested that I contact my insurance to get an override from my prescription insurance management for the prescription to be dispensed under the contracted amount of $10.00, since their department was already closed. Since I could not afford to pay $144.49. I had to leave that prescription and when I called CVS Caremark, I spoke to several representatives including *****, ******, ****** and ****** who were introduced as member resolution representatives but absolutely refused to find a way to override my prescription for the right cost and when I asked them to transfer me to a manager, all four of them refused to do so, stating that there was no one above them at CVS Caremark.So, I left without the prescription, since I could not afford $144.49 and although it was an urgent situation and I have insurance.I am including screenshots of my eyes, as well of the prescription and amount to be paid if processed without insurance.

  Business Response

  Date: 05/01/2024

  Good Afternoon,

  Please find our response to Complaint # ******** for ***********************.

   

   

   

• Initial Complaint

  Date:04/15/2024

  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.

  To whom it may concern,I am writing this complaint on behalf of myself. I recently encountered a failure of the business practice that impacted me negatively and upended my emotional wellbeing. In recent weeks I was in need of a refill of a prescription medication. This is a necessary medication that I have taken every day since 2019 for management of my Major Depressive Disorder and Obsessive Compulsive Disorder. I had gone in to my local ********* pharmacy to pick up the medication in the evening after work. The pharmacist said I was unable to pick up the medication because my insurance company had now mandated I receive my Rx through mail order, and that I should call them to opt out. The next afternoon I called in to CVS Caremark and requested to opt out of mail order. The representative I spoke with told me I was unable to opt out, and that the policy mandated I receive the medications via mail order. I did not have an Rx through CVS at this time, I had been picking up my prescriptions through my local ********* through March. I asked why I was not made aware of this change prior to ***** of this year, having been picking up my medications from this ********* consistently. With two days left of my medication, she insisted that at 4pm on a Friday, I leave a voicemail with doctor's ****** to send in an additional Rx to my local ********* and they could consolidate the refills into a 90 day supply that I could pick up. I missed my Sunday dose. When I had gone in on Monday to pickup my medications from *********, the pharmacy let me know that again I was unable to pickup my medications, and that what CVS had recommended would not work. I missed my Monday dose. I called back in to CVS the next morning during business hours. The rep I spoke with let me know that I would need an Rx on file with CVS - and that if I have my doctor put one on immediately for a 90-day supply I could pick it up later that day. I spoke with my doctor to do exactly that. When I went in that evening to my local CVS to pickup the medication, they said it was not yet ready and that I could come back tomorrow to pick it up. I let them know I was already missing doses and asked if there was another CVS I could pick up my medications from. They said no CVS within 25 miles could fill the Rx - and that I should come back tomorrow when the order was in to pick up my Rx. I missed my Tuesday dose. When I went in the next day after work to pick up the dose the pharmacy told me the medication was on backorder and they would be unable to fill the Rx - they could not even fill a 30 day dose. I immediately called CVS Caremark and had them escalate me to a manager - who was non-communicative and inefficient. That manager escalated me to a Case Coordinator. I let the Case Coordinator know that I was going on 4 days without this medication and that the withdrawals from not taking it would affect me too negatively to sufficiently function at work or within my personal life; that I needed the problem solved tonight. The former manager had already had me on hold and at this time it was after 7pm - pharmacies were closing. After calling many of the local pharmacies and keeping me on hold, I took my own initiative and walked across the street to my ********* pharmacy. They just got off with my Case Coordinator and they were unable to fill the Rx. I asked the pharmacist if she'd be able to look through the system to determine if there was a ********* that could fill the Rx. My pharmacist found a ********* pharmacy that could fill the Rx 15 minutes away and she immediately called them on my behalf to fill the Rx. When I told my Case Coordinator, she said she could put in an override for me to pick it up from that *********. I asked why that option wasn't made available to me when I called in on Friday with two doses left, or Tuesday when I had been two days out of medication. She said she was not sure, and could not speak to why other team members did not make that option available. I pulled in to the other ********* at 7:55pm, 5 minutes before the pharmacy closed, and paid more than 3x what I usually pay for a 30-day script of my medication. I am submitting this complaint with the request that more care be taken so I am not again left to feel unsafe with access to my medications, to question the allowance of and request the revision of these organizational policies and practices, and to investigate the practices of the organization that have caused this failure to prevent any repetition of this event for myself or any other members in their utilization of CVS Caremark as an insurance provider.

  Business Response

  Date: 04/29/2024

  April 29, 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 15, 2024. CVS Caremark (Caremark) administers the prescription benefits portion of the *** Mellon health benefit plan (Mellon Plan), under which the complainant is a member. Thank you for the opportunity to address the members concern.
  
  The Mellon Plan has established a plan design for maintenance medication that requires members, after 3 ***** fills, to fill maintenance medications through at a preferred retail pharmacy or mail order pharmacy. This information is provided to members during annual enrollment.  The following pharmacies may be used CVS retail or mail order, ****** Pharmacy, or Kroger Pharmacy.
  
  If any of the preferred pharmacies are experiencing issue with their supply of a medication, members have the option to use Caremark customer care to request override assistance at another pharmacy. If this member remains unhappy with his employers the plans design, the member may contact the Mellon Plans customer care 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
  
  

  Customer Answer

  Date: 05/10/2024

  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. 

  To whom it may concern,
  
  I want to, firstly, sincerely thank the Better Business Bureau for their time and watchful awareness of consumer concerns.
  
  CVS Caremark's response continually exhibits their poor attentiveness to consumer necessity. Overrides are not offered by associates, they can only be inputted by "Case Coordinators" which are two levels of escalation and these phone calls, in my experience, average over an hour.
  
  Today is May 10, 2024. I went to my local CVS Pharmacy yesterday, May 9, 2024, to pick up my medication. As a reminder, this is a medication I have taken every day since I was released from inpatient care at the hospital in 2019. The pharmacy representative told me an order was inputted and the medication would be available for pickup today. I received a call from my CVS Pharmacy that my medication was out of stock and would not be available for pickup.
  
  Please note in my previous complaint submission that I had gone multiple days without this medication. Please also note the date of my previous submission - nearly 30 days ago. It is not my intent to argue semantics on dates of the prescription and any response from the business regarding complaint timelines should be considered a harmful disregard of my ongoing issues with CVS Caremark. What is important to note, and what I am drawing your attention to, is that this complaint was initiated with enough time for the business to address the issue. If the business was unable to fill a supply at this pharmacy, why did the business not make adjustments for it to be received via mail as is what they have cited as a necessary facilitation of this plan? Or additionally, why did the business not make adjustments for it to be delivered to a local CVS for pickup knowing that in 30 days there will need to be a refill of this maintenance medication?
  
  I, the consumer, am the only person having been negatively affected by CVS Caremark's inattentiveness to consumer delivery and fulfillment practices. It is unfortunate, as well, that many of the scenarios in which I am without these medications for a period of time can very quickly become life and death.
  
  It is unacceptable that this business has made no adjustments and has instead chosen to give me a condescending explanation of this plan - a chiding and infuriating practice I have experienced over the phone many times when being forced into a position where I have to call in again and again to have CVS implement overrides for medications. Medications I have not experienced this much difficulty attaining since being prescribed them years ago.
  
  In my last submission I requested investigation into employee training and consumer practices of this organization. For the business to instead choose to respond in a way that puts the onus of CVS Caremark's uptaken responsibility of presenting as the prescription arm of an insurance company on myself, the consumer, to initiate phone calls or navigate impossibly complex systems with under-trained and inefficient staff and practices, is an inexcusable farse of the highest hypocrisy.
  
  I am not submitting this complaint for the business to have an "opportunity to address the member's concerns", I am forced to spend hours on phone calls with an organization that is failing to address member concerns. I have not asked CVS for a dime or any financial settlement, and am not in pursuit of submitting these complaints for financial gain. The submission of this complaint is only for ongoing peace of mind that myself, the consumer, should be allowed inexcusably by default.
  
  Thank you again for the allowance of this submission. I, as a consumer, am grateful for any work that has been done and can continue to be done by the Better Business Bureau."
  
  
  Thank you and I hope this complaint response can be recognized by the Better Business Bureau.
  
  
  ***************** 

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  BBB serving *********************, *****, ************, and *******
  ***********************************************************************************************************************************************-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on May 12, 2024. Thank you for the opportunity to address the members concern.
  
  We have asked management to review this matter for coaching, training, and process improvement opportunities.  
  
  We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  
  Sincerely,
  *********************************
  Advocate
  
  

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  BBB,

  Thank you as always for the opportunity to respond and offering a space for consumers to advocate for their own consumer safety.

  In response to my complaint, CVS Caremark, has stated: "We have asked management to review this matter for coaching, training, and process improvement opportunities." This response means nothing. It is empty and dismissive.

  This is not feedback for the organization, this is a complaint.

  I am not asking for CVS Caremark to have their management review this matter. I am requesting of the BBB a mobilization of investigation into CVS Caremark's business and consumer practices that have negatively affected my personal safety.

  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:04/10/2024

  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 CVS Caremark as my prescription provider. I hit my deductible in August of 2023. They had the amount of my deductible incorrect and overcharged me for my prescriptions for 5 months. I was assured last year in December I would see a refund. I have yet to receive it and keep getting the runaround. They also set my 2024 deductible incorrectly (they have the family amount listed as my Individual deductible) and have yet to receive a resolution. Please help me receive my refund

  Business Response

  Date: 04/25/2024

  April 25, 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 11, 2024. Thank you for the opportunity to address the members concern.
  
  Upon review, coding updates specific to 2023 and 2024 plan accumulations were recently completed for **************** INC.  All impacted members will receive communication from CVS Caremark. If the member has additional questions, they can contact CVS ************* 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

  Customer Answer

  Date: 04/25/2024

  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 # ********. 

  This has nothing to do with coding. My deductible thresholds were reversed in your system and I met my deductible in August or September 2013 and had to pay out of pocket when it should have been at 0.00. I have been given the runaround since November/December last year. Im told I will be receiving a refund for the over charges and have received nothing. Every time I call they say they are working on it. It should not take 7 months. 

  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: 05/13/2024

  May 13, 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 30, 2024. Thank you for the opportunity to address the members concern.
  
  We understand that the matter is time sensitive. As previously communicated, all impacted members will receive communication from CVS Caremark. The member can contact CVS ************* 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
  
  

  Customer Answer

  Date: 05/13/2024

  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 # ********. 
  You are not reading my response. *** said multiple times it is not an issue thats specific to Gannett. It is because YOU had my personal deductible as my family deductible and my family deductible as my personal. 
  I am demanding a refund ASAP. We are 6 months in and you have not satisfied what is owed to me. Please issue my refund ASAP! 

  
  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:04/10/2024

  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.

  My name is ********************************. I reside at **************************************************************************************. My phone number is ************. I believe you have my email address, **************************** on file. My date of birth is July 22, 1981. Kindly be advised that my ******* ************************** called in a prescription for me for Munjaro during the afternoon of April 10. When I called into your pharmacy, I was told that the prescription could be overnighted but that it would take, I believe I was told, five business days to process the prescription. This is ridiculous nonsense and it is unacceptable.I need to receive the prescription by Friday, April 12. I need the prescription overnighted on Thursday, April 11 at the very latest. I have none left. If I do not receive the prescription by Friday, I will miss doses. My doctor told me that I cannot miss doses. I believe he also advised your pharmacy of that. Should you fail to overnight the prescription on or before April 11, I will lodge a complaint against you with my insurance company. I will also retain counsel and take any and all legal action against CVS Caremark that I am able to take under applicable law as missing a dose will adversely affect my health.Please call me at ************ to confirm that I will receive the prescription on or before Friday, April 12.

  Business Response

  Date: 04/23/2024

  Please see attached response letter.

• Initial Complaint

  Date:04/07/2024

  Type:Sales and Advertising 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 wish I had a choice in which prescription provider my company uses but unfortunately I do not. My doctor requested a medication to assist me with my current health issues and to get them under control. the date of my doctors original request was 01/24/24 and we are now headed in the the mid of April, CVS care continues to deny my doctors request even after he's completed the prior authorization that was sent to his office. The prescription that CVS care recommended hasn't been in stock since late December but yet this company is still requesting that I take this medication, meanwhile my health is suffering. There are other medications that the company suggest but due to the conflict with my current medications I'm unable to take them. The company continues to deny the request but not one person reaches out to the doctors/ pharmacy to inform them, I'm left to do their jobs going back and forth to the pharmacy calling and emailing my doctor asking for updates. This process is so tedious, I feel like I work for the company without getting paid. This company also has a bad tendency to tell me how many pills I should take in a month when my doctor is the one that prescribed it, if im not mistaken the people that deny these claims aren't doctors so how are they able to dictate how much I should and shouldn't take. I end up having to pay for multiple prescriptions out of pocket which is causing me to lose so much money. Not one person at this company thinks to reach out to the doctors its left for the people that pay for the services to do it themselves. I pay for their services bit-weekly through my health insurance with my company and honestly I wish I could change this. I would NEVER recommend this company to anyone.

  Business Response

  Date: 05/01/2024

  Please review attached response.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband has been going round and round with this company for what seems like a year. At first, we were told that we needed to get a three month supply of all prescriptions to get cheaper prices. When it came to my Breo prescription, they said we could save basically $300 per three months if we just got a three month supply. ($50 for 3 months vs. $120 per month) When we tried to fill it for three months, they said we couldn't, that we would have to wait for another month. So we would fill it for a month. The next month, we would try again. They said the same thing. Can't get a three month supply because it was "too soon". They even had a supervisor tell my husband that if I got my prescription, that I could get the 3 month supply the next month. Swore up and down! That was false. Come to find out (finally, after months of trying) that I needed a pre-authorization for Breo. So my husband tried for months to get my doctor to send in the paperwork. Problem is that every time the doctor ****** sent in the paperwork, they were getting "pre-authorization not required". When my husband called, they said they never received the pre-authorization from my doctor. Finally, my doctor called them and talked to them directly (which is what CareMark had me do.) The doctor said the pre-authorization was submitted and should take effect on 4/5/24. I went to the pharmacy to fill the prescription and was told the insurance company was still waiting on the pre-authorization. My husband called CareMark yet again, and was told that they had no communication about any of my prescriptions since March of 2023, which is a lie.

  Business Response

  Date: 05/03/2024

  Please review attached response. 

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Long story short, CVS Specialty sent me these prescriptions for my daughter (*************************) without my consent. I use the vendor co-pay assistance program for ordering this medication, every time when my co-pay assistance card exhausted (all the dollar amount used) I never ordered the same medication from CVS, as my doctor ****** then give me sample for rest of year. Co-pay card re loaded every year start i.e. from Jan 01. Last year first they sent me medication, may be some glitch on CVS side and they didn't check the balance of my co-pay card. If I knew beforehand that this amount I need to pay out of my pocket, I never placed an order.After talking to CVS many times and explaining them the situation, I'm not able to pay this amount and even that's not my fault.CVS just put that on me to pay this amount.Because of this, even my co-pay card is reloaded from beginning of this year (Jan 01, 2024) CVS didn't send me re-fill my medication for my daughter and I'm requesting doctor ****** to get that.Writing to BBB is my only hope who can resolve this issue.

  Business Response

  Date: 04/12/2024

  April 12, 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 5, 2024. Thank you for the opportunity to address the members concern.
  
  Upon review, it was confirmed that the order was initiated by the member. On April 8, 2024, CVS Specialty rebilled the balances in collections to the copay assistance program and was able to obtain additional payment bringing the remaining balance owed to $1,531.46.
  
  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:04/04/2024

  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.

  CVS Caremark keeps sending me the wrong prescription that I CANNOT take which is Olmesartan Medoxomil. I had received a brand name exception and yet they refused to send me the correct medication which is *******. The medication they want me to take makes my hair fall out shortly after taking it and it is extremely bad. It is not just a few strands, it falls out everywhere!I am sick and tired of dealing with this company! They want me to pay $800+ for a prescription that I can't afford but I can afford the generic for no cost!!! What the h*** does this tell you?

  Business Response

  Date: 04/25/2024

  Good Afternoon, 

  Please see our response to case 21530271 for ************************************.

   

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prescribed a medication that CVS Caremark denied the Prior Authorization for. I was told that I needed to be in a comprehensive weight management program (they could not define what that was) for at least 6 months before they could approve the medicine. I told them I had been in a plan for the past (2023) year. They said to resubmit my documentation through my health care provider and I would have an update within 1-3 business days. After 6 business days I called and was told that they can't offer an update or tell me where my appeal is in the process. They told me to go ahead and buy the medicine ($1400) and hope that it would be approved in the future. No one would tell me where the appeal is in the process, how I could understand the work that was going on, or what I needed to do in order to actually facilitate this request. They told me all I can do is work with my provider to try and figure out the next steps. The company would not tell me anything that actually could help me succeed. The customer service reps told me that they had no insight into the process and could not see or update anything at all and that I would just have to wait the 30 days for my doctor and the company to work through the process.

  Business Response

  Date: 04/17/2024

  April 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 3, 2024. Thank you for the opportunity to address the members concern.
  
  Upon review, we have confirmed that on March 25, 2024, the members prescriber submitted a prior authorization request for the requested medication that was denied due to not meeting the plans criteria for coverage. 
  
  On March 27, 2024, the members prescriber submitted an appeal request for the requested medication that included new clinical information, and prior authorization was approved until November 4, 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,
  *********************************
  Advocate
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  Poor customer service. Poor fraud control.Privacy data HIGHLY COMPROMISED.Uses Primarys ssn as part of prescription ID.Customer service staff work remotely and have access to highly sensitive information.There was an issue with my dob being rejected by the prescription insurance. I called to get it sorted. It took 2 calls to customer care and it was still unresolved. During one of my calls the customer service rep stated the pharmacy would refill my prescription under my husbands name. The call dropped, so I wasnt able to get clarity. I called my pharmacy they stated they couldnt do that, which I already knew was a fraud issue. I called back to see if they could provide some insight, maybe it was a miscommunication? 30minutes hold time resulted in me being told to just call my pharmacy to fill my 90 - 100day prescription. Which was entirely incorrect.My pharmacy returned my inquiry to them. The pharmacist literally read me my spouses ssn with 3 extra digits as my RXID.IMO this cannot be fixed. RxBenefits is affiliated so I will be posting this for them as well.

  Business Response

  Date: 04/12/2024

  April 12, 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 3, 2024. Thank you for the opportunity to address the members concern.
  
  Upon review, our records do not indicate any phone calls the member had with CVS Caremark. We have confirmed that eligibility matters are handled by the client RxBenefits directly. Rx Benefits may be reached at **************.
  
  Additionally, the members account does reflect successfully paid claims at the local pharmacy since the complaint was filed.
  
  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