Complaints

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

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  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  355 Lincoln Ave Bellevue, PA 15202

• 

  CVS Caremark

  610 Wood St Pittsburgh, PA 15222

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  100 Delta Dr Pittsburgh, PA 15238

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:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues recently getting a Prior Auth (PA) for Emgality (a medication I have been taking for the passed year) due a change in insurance, but still have the same provider. CVS Caremark has a record of this through my medication refill history. Anyway, my PA finally made it to Caremark on 3/25/2024, but had been "pending PA" 3/26-3/27. I was just denied this medication by Caremark because there "wasn't a diagnosis of migraines" even though it clearly states in the paperwork sent by my doctor that I do, in fact, have a diagnosis for migraines. So now, Caremark is forcing me to go through the Appeals process for them just to point out that someone didn't do their job and actually read the paperwork. I am now behind in my monthly injections due to Caremark Employee Negligence.

  Customer Answer

  Date: 04/07/2024

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

  Business Response

  Date: 04/11/2024

  See attached response.

• Initial Complaint

  Date:03/27/2024

  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.

  February 28, 2024-March 25,2024 I saw my Dr on 2-28-24. for a checkup & the **** SAID I need to continue Zegrerid (omeprazole/sodium bicarbonate capsules 40-1100) & the office nurse had faxed my *** ****** was given to me by CM so my his nurse sent it several times, sent e-***************************** my rx each way they were told to. Ive called my ********** 7 times. Ive had to call CM 51 times. They transfer me to Federal BCBS expert team Ha! No help. *** got emails stating CM got my *** 2 days later. CM sends another email (12 in all) that they do not have my rx. OR need more information from my Dr OR they CANCELLED my rx. Ive talked to many CM representatives but I was told the wrong way to get my rx to CM. *** tried & my Drs tried for ONE MONTH to get my rx filled. ITS been a nightmare. All the representatives have told me different AND theyve also been repetitive. Im out of my ******* stomach isnt good. I may need another ***************** sooner because of the inability on CMS part to get my rx. The last email I received CM had received my *** then cancelled it, stated more information from the Dr. needed. I had this sent to CM by my Dr last February 2023 after an EGD procedure showing extreme ************* & said I need this rx. Its been a month. CM continues to say they need more information from my Dr. ** I have any extreme problems with my stomach since my rx ran out & CM canceled the prescription my Dr **** in, & they also wont tell me what information they need from my Dr. I will contact my lawyer. I know the nurse & **** are tired of the calls from CM. CM has my *** BUT cancelled it AND continues leaving my Dr ******** saying more information needed. Why cant CM tell my Dr. the information they need. CM lied & said my Dr only sent it twice but Ive got 12 emails CM sent me stating they cant fill my rx my Dr sent them. I PAY $700 A MONTH for my Federal BCBS HEALTH AND RX INSURANCE. I want my RX filled. This should not happen. I want something done.

  Business Response

  Date: 03/28/2024

  A new prescription is required for omeprazole/sodium bicarbonate, the generic of Zegrid.  Caremark has made several attempts to obtain a new prescription from the provider; however, the provider has been unresponsive.  A prescription is required for Caremark to dispense medication.

  Customer Answer

  Date: 03/29/2024

  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.
  
  FAQ
  
  Regards,

  ****

   

  I have sent proof CM had my rx and were filling it. Then CM  said they had TWO RX for zegerid (generic) a new RX  and a refill RX. I was told my Dr sent the prescription to CM every time and every way CM asked. 

  Business Response

  Date: 04/03/2024

  The quickest way to have new prescriptions filled through the CVS Caremark ************ Pharmacy is to have your physician's office call in a new prescription to the pharmacy at **************.  Your physician may also fax a prescription directly to ************** or send us an electronic prescription.  Please note, these phone numbers are for physicians only.  Please remind your physician's office to include your Member ID number (found on your ********** and Blue Shield ID card beginning with the letter 'R') on all prescriptions.  To maximize your mail order benefits,request your physician write a 90-day supply plus three refills, if applicable. 
  
  You may also fill out an order form and mail a new prescription to the following address:
  
  CVS Caremark
  PO Box 1590
  **********,** 15230-9607
  
  ************ Prescription Drug Forms are available on our website:
  Navigate to www.fepblue.org
  Hover over "Tools & Resources" and then "Brochures & Resources"
  Click the "Claim Forms" link
  Scroll down and a "************ Prescription Drug Form" will be located under "Pharmacy Forms

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or reso*ve my issues and/or concerns in reference to comp*aint # ********. P*ease add your rejection comments be*ow; if you do not provide any detai*s, your comp*aint wi** be c*osed as Answered. 

  [You must provide detai*s of why you are not satisfied with this reso*ution.  If you do not enter a reason for your rejection, your comp*aint wi** be

   

  c*osed as Answered.]
  
  Businesses and Customers shou*d be civi*, courteous and po*ite in their responses to comp*aints. It is important to remain professiona* and productive when participating in the BBB comp*aint process.
  
  FAQ
  
  Regards,

  ****

  Apri* 3, 2024
  ***************** sent this rx in severa* times just as CAREMARK requested.
  They sent it by phone, fax, escript, another phone #, and each time CAREMARK said it wasn't received. As shown in just 2/3 photos it was received and there was an excuse CAREMARK
  gave me.
  ???CAREMARK didn't receive the rx
  ???my Dr didn't ca** the correct number that CAREMARK gave me
  
  ???Severa* emp*oyees of CAREMARK said my ********** probab*y transposed the numbers
  ???2-3 CAREMARK emp*oyees were extreme*y rude and sounded *ike they were *************************************** but continued to ta*k over me
  ???I saw my Dr February 28,2024 and after I ca**ed Caremark 51 times in over 4 weeks I contacted the BBB a*so reported it to a Consumer Affairs **********
  I wi** be contactina the Insurance
  
  
  ********** of ****** offices today
  I was out of my medication over 2 weeks ago and *'ve had severe hea*th issues.
  My attorney wi** be contacted today a*so
  Caremark has never given me a prob*em ti** I needed this rx. The ********** of ****** is going to be contacted with a** the information I have with emai*s to me.
  I a*so started receiving phone ca**s te**ing me to contact my Dr. I was receiving emai*s every 2-3 days te**ing me to contact my doctor * contacted CAREMARK and to*d them I did not want to hear from them again un*ess they contacted the BBB or now through my *awyer
  I have a prob*em with severe anxiety, heartburn, stomach issues, nausea, severe migraines and Tempora* Lobe Epi*epsy. The stress of not having medication I can afford has caused me not on*y more stress, migraines and not being ab*e to eat or even drink water without getting heartburn immediate*y without my Zearid CARFMARK wi** not without my Zegrid, CAREMARK wi** not fi**, but I can't function regu*ar*y. I pay $700.00 month*y for hea*th and prescription services
  This is a** beyond what I shou*d have had to go through and am sti** going through I hurt every day, and I can't eat and bare*y drink water.
  CAREMARK wi** hear from my *awyer. No one with this sorry insurance company CAREMARK shou*d have to go through this.
  This is a** beyond what I shou*d have had to go through and am sti** going through I hurt every day, and I can't eat and bare*y drink water.
  CAREMARK wi** hear from my *awyer. No one with this sorry insurance company CAREMARK shou*d have to go through this
  *********************|

  
  

  THE FOLLOWING Emai* WAS sent to me on the fo**owing date from CAREMARK 

  March 18
  12:17 PM
  Received RX
  Cance*ed RX 
  We were unab*e to fi** this prescription because we cou*d not obtain additiona* required information from your prescriber.
  Shipping address:
  *******************************************************
  Tota* prescription cost:
  Not avai*ab*e
  Shipping charges:
  $0.00
  Prescription in order #
  **********
  OMEPRAZOLE/SODIUM BICARBONATE 40-
  1100 CAP
  Rx #********* 

  I sent origina* photo copies in my first rep*y to BBB. 

• Initial Complaint

  Date:03/27/2024

  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.

  Over the past 5+ years my son has tried multiple medications for his ADHD. Due to multiple side effects none worked until we switched him to Vyvanse. Unfortunately at that time there was no generic option for Vyvanse and the cost was $300+ per month since it is a tier 3. We were very excited towards the end of last year when the generic was released. Unfortunately as with the other meds his body reacted poorly and we were forced to discontinue use and put him back on the name brand Vyvanse. We (his pediatrician and I) have submitted multiple claims since to get authorization for a tier reduction to reduce the monthly cost. We've done and have provided everything CVS Caremark has requested. His pediatrician has spent hours on the phone explaining his negative side effects to other medications, why he needs Vyvanse and why he should qualify for the tier reduction. All requests have been repeatedly denied and now we are told there are no other options. It is extremely frustrating & disheartening that with all the medical backup and information provided that CVS Caremark continues to deny these claims. This medication allows my son to be happy, focused and excel in school. We don't have to deal with all the negative side effects of the other medications: loss of focus, stomach pain, headaches, extreme irritability. With the help of ******* he no longer needs his IEP. Switching him to any other medication would have such horrible consequences, both physically and emotionally. In addition to writing this I will be filing a formal complaint through my employers HR department.

  Business Response

  Date: 04/09/2024

  April 9, 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 **** Technologies health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on March 27, 2024. Thank you for the opportunity to address the beneficiarys concerns.
  
  Upon review, the plan does not allow tiering exceptions. The medication is paying at the lowest cost allowed by the plan.
  
  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:03/26/2024

  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.

  This year, my insurer, CVS Caremark, partnered with PrudentRX, a copay maximizer program for specialty prescriptions. Initially, I was unfamiliar with this program, which caused me some concern regarding this change. Thankfully, I learned I could opt out, which I did on January 2nd, 2024.In January, when it came time to refill my prescriptions, I made sure to communicate clearly to CVS Specialty Pharmacythrough several phone calls and messagesthat I had opted out of PrudentRX. In addition, I emphasized not wanting to use any copay assistance programs, asking instead that they bill my primary insurance, CVS Caremark. I was prepared to cover the copayments myself, aiming to have these payments count towards my deductible and out-of-pocket maximum. On each occasion, reps from CVS Specialty Pharmacy assured me they would process my orders using only my primary insurance, CVS Caremark.Upon refilling my prescriptions in Januarypaying $3,943.63 on 1/5 order and $2,018.63 on 1/31 order, for a total of $5,962.26 - I was dismayed to find that none of this amount was applied towards my out-of-pocket maximum. This is in direct contradiction to my insurance plan's terms, which stipulate an out-of-pocket maximum of $5,500. This discrepancy has not only caused undue financial strain but has also significantly impacted my ability to manage other medical and medication expenses, as I continue to be inappropriately charged.Despite numerous attempts over three months to resolve this issue with both CVS Caremark and CVS Specialty Pharmacy, my concerns have been met with inconsistent responses and a lack of follow-through, leaving my situation unresolved and my payments unacknowledged. I now still have to pay for other medical copays when I had clearly already hit my maximum out-of-pocket. The financial and emotional toll of navigating this issue has been significant, and I seek your support in ensuring that my case is addressed with the urgency and seriousness it warrants.

  Business Response

  Date: 04/09/2024

  Please review the attached response letter.

  Customer Answer

  Date: 04/10/2024

  [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:03/26/2024

  Type:Billing 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 is the second time in 2024 and the fourth time in three years that CVS Specialty refuses to send me a Class A medication unless I pay the full deductible amount. Last month, I worked with a billing supervisor at CVS Specialty and made payment arrangements to pay $1,000 monthly on the increasing balance due. My insurance has a $5k deductible with a $7.5k out of pocket and then it pays 100%. That will enable me to catch up on the balance due over time. CVS admits that they cannot hold the shipment of a Class A medication, but I must tell them every month that I am accepting responsibility for the balance due. I have told them since it is a life-saving medication, I blanket affirm that I am responsible for the balance due, but they still refuse to send the medication.This breaks CVS Specialty's own policies and procedures as well as state and Federal laws governing Class A medications.

  Business Response

  Date: 04/12/2024

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

• Initial Complaint

  Date:03/25/2024

  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.

  The CVS Caremark website states that a 28-day prescription of my medication is $18.44 ($.66/day), and a 84-day prescription of my medication is $200 ($2.39/day). Both of these are if I am paying 100% of the cost, so this is unrelated to my deductible. I am required by my insurance (CVS Caremark) to buy medications from their own mail order using a 3 month prescription, so I am being forced to pay the higher per-day price. Had I known this, I would have used an alternative pharmacy and just paid out of pocket without using insurance (Amazon for example charges $.71/day). But instead they auto-filled the prescription and charged $200 as soon as the doctor called it in. I called AND emailed to find out if maybe it is a typo on their website, but they basically refused to respond and said too bad you cannot get a refund for the difference between 3 separate prescriptions vs. a 3-month prescription, nor can you return the medicine.The medication: Estradiol/norethindrone Acetate My ID#: ***********

  Business Response

  Date: 04/10/2024

  Good Afternoon, 

  Please see our response to 21482964. 

   

• Initial Complaint

  Date:03/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my doctor ***** a prescription for me from cvs/caremark mail-***** pharmacy.I got an initial email from them saying the ***** had been received and it was processing. When I checked the website it showed I had no *****s. So I sent them a message asking for the status of my *****. They replied saying my ***** was in progress.I got an email today saying my ***** was shipped. I now have a bill in my account for $32.13. At no point was informed how much the medication would cost prior to it being shipped. I was never given an opportunity to accept and agree to the price proposed.My complaint is that CVS/Caremark should allow their customers to review and accept charges prior to shipment and billing. They could charge whatever they want for these medications and I would be forced to pay it with no opportunity to refuse. If this is not illegal it should be.

  Customer Answer

  Date: 04/01/2024

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

  Business Response

  Date: 04/05/2024

  Please review attached response letter. 

• Initial Complaint

  Date:03/19/2024

  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.

  Trying to refill a prescription for Advair HFA that I have been using for over 10 years. Advair now has a generic and Advair has been discontinued. (This information was found through my own research and then finally confirmed by CVS.) I have been trying for 3 weeks to find an alternative I can use that will be covered. They give my provider, ***************************** different and false information. They say a drug is covered, the provider prescribes said medication and then CVS tells the pharmacy it needs a prior authorization. I have been trying for three weeks to get this authorization. They keep saying they need more info from the provider and the provider keeps sending it. In the meantime I have been out of my maintenance asthma medication for 9 days. My well controlled condition is now out of control. Today, 3/19 I called and asked for a medication they will cover without a prior authorization to get me something while we wait for the generic to get approved. They told me Wexila is covered. Called the provider, the prescribed it, the pharmacy is told it needs a prior authorization. This whole process is beyond frustrating. I am now facing time off and an ** visit because I cannot breathe. Absolutely unacceptable.

  Business Response

  Date: 04/11/2024

  Please see attached response.

• Initial Complaint

  Date:03/14/2024

  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 Dr submitted my refill to CVS Caremark on 3/6, Caremark stated that that strength of the medication was out of stock but the next high dosage was in stock. My dr then immediately submitted the next strength dosage. Since 3/8 my order has been approved and in stock and pending shipment. It says Check back for tracking. But it never ships. I have called 6 times since 3/6, 5 of the phone calls were after my prescription was ready to ship and so far no customer service rep can explain why my order has not shipped and what the hold up is. My credit card has been charged 4 times to date for this shipment, but then the charge falls off two days later and a new charge appears. Every day I am told it will ship today and if not to call back tomorrow. So I call back tomorrow and get the same run around. I am past due taking my next dose and have no medication on hand, all strictly due to Caremarks negligence. There is no excuse for not shipping an in stock prescription in a timely manner, 9 days since my prescription refill was submitted and you haven't even shipped it yet. You are causing additional health issues for customers that already have health issues we are trying to manage. How is holding patiences prescriptions hostage even legal? Unacceptable, you fail at your job Caremark. We have had many issues with Caremark forcing us to use their mail in services in the past for my medication that prevented miscarriage when I was pregnant, we had issues with Caremark mailing out this prescription as well and I miscarried due to their failures. For my following pregnancy I paid cash without Caremark insurance at local pharmacies instead of relying on the scam called Caremark that forces you to have prescription coverage through Caremark and only allow prescriptions be filled through themselves. We are currently looking to change jobs strictly to not have our prescription coverage through Caremark since they have no concern for their customers.

  Business Response

  Date: 03/27/2024

  Please see attached response.

• Initial Complaint

  Date:03/13/2024

  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.

  My complaint is with the CVS Caremark insurance provider, and began in 2023 when one of my medications was supposed to be coming out in generic form. I've spent significant time on the phone with both the CVS Caremark insurance provider and multiple pharmacies. While the generic version has gone to market, it is not in stock most of the time and in order to continue taking the medication as prescribed I would have to pay close to $400 for a 30-day supply of the brand name. CVS Caremark is refusing to adequately cover a medication for which I have prior authorization. There should be options for those of us who can't afford to litigate. If they wanted to, they could institute a supply chain stop-gap policy that cover brand medications that are supposed to be available in generic but aren't. The combination of unethical business practices and ineptly managed corporations is appalling and they should be held accountable for making the healthcare crisis worse.

  Business Response

  Date: 04/12/2024

  Please review the attached response.