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

514 total complaints in the last 3 years.
162 complaints closed in the last 12 months.

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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:02/26/2024
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 informed in November 2023 that my prescription pharmacy benefit would be changing to CVS Caremark effective in the new year. I take a specialty medicine for an autoimmune disease. I proactively was in touch with CVS Caremark in December to transfer my specialty prescription to Caremark. They told me to contact my provider to submit my prescription to them. My provider sent CVS Caremark the prescription, but CVS Caremark still has not filled it. They claim to require more information from my provider, and they also claim that they tried to reach my provider for more information. My provider informed me that they have complied with all of CVS Caremark's requests for information. A this point, I have been without a necessary medication since Jan 1, and it is now Feb 26. Every representative (several) that I have spoken with at CVS Caremark deflects responsibility to my provider, who has sent over the necessary information. After reading countless other complaints here that are exactly the same as mine, I am quite sure that there is system-wide intentional incompetence at CVS Caremark that is resulting in the unethical denial of necessary medications. They also have my daughter's name misspelled in their system, so I am having trouble filling her prescriptions too because it doesn't match the name on orders coming from her doctor. I had to pay out of pocket for her most recent medication simply because CVS caremark had an extra "a" at the end of her name in their system. I asked CVS Caremark to correct the misspelling of her name but of course they told me someone else (my insurance company) needed to submit the correction. My insurance company tried to correct it, but CVS told them that my HR department needed to submit the correction. All I would like is for CVS Caremark to fill my necessary prescription and correct my daughter's mispelled name so that her medications are covered. This company is despicable.
Business Response
Date: 03/05/2024
March 5, 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 February 27,2024. Thank you for the opportunity to address the members concern.

Upon review, on January 18, 2024, a new prescription was received but clinical clarification was needed. On February 26, 2024, the prescriber provided clarification. The member was contacted on March 1, 2024 and scheduled delivery for March 6, 2024.

Additionally, the other members name has been corrected in our system and a new card will be sent to the member.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health.

Sincerely,
*********************************
Member Advocate
Initial Complaint
Date:02/23/2024
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.
CVS Caremark failed to process my doctor's **************************** for methylphenidate HCl. The **************************** was unnecessarily placed on hold and then canceled, with the reason provided being that it had expired after being put on hold. This situation is both extremely frustrating and reflects a complete lack of competence.
Business Response
Date: 03/06/2024
March 6, 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 February 27, 2024. Thank you for the opportunity to address the members concern.

Upon review, the member had a 30-days supply of medication shipped on January 28, 2024.
The next prescription received for the medication was dated January 16, 2024. That prescription expired before the next refill date - February 21, 2024.

A new prescription for the medication was received and processed. The order shipped on February 28, 2024.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health.

Sincerely,
*********************************
Member Advocate

Customer Answer
Date: 03/06/2024
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.]

This response from CVS unequivocally substantiates my argument about the utterly inept management of my prescription requests.

FAQ

Regards,
******

Business Response
Date: 03/06/2024
March 6, 2024

BBB serving ******* *************, *****, ************, and *******
********************************************************************************************************************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on March 6, 2024. Thank you for the opportunity to address the members concern.

We have asked management to review this matter.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health.

Sincerely,
*********************************
Advocate

Customer Answer
Date: 03/07/2024
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.]

Asserting the intent to investigate a problem instead of directly addressing and solving it further exemplifies significant incompetence.

FAQ

Regards,
******
Initial Complaint
Date:02/22/2024
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 called for the past week to get my cancer medication. However the specialty pharmacy keeps on telling me that the system is down and there is no way to help so I just need to sit here and wait to die.
Business Response
Date: 03/06/2024
Please review the attached response.
Initial Complaint
Date:02/22/2024
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 take a specialty medicine that I need to get from the cvs specialty pharmacy. This year the monthly **-pay amount for my medicine should be $539.23. When I refill my prescription in January I have to pay the **-pay amount plus my insurance deductible. My insurance deductible is $1600. On 1/1/24 I scheduled a refill and told cvs specialty to charge me directly and do no use my **-pay assistance. If the **-pay assistance is used, then my insurance **mpany will not **unt the payment towards my deductible. If that were to happen I would keep being charged the $1600 deductible plus the $539.23 ** pay each month, and I would run out of ** pay assistance. I cvs specialty in**rrectly submitted the claim and charged my **-pay assistance, even though I asked them not to. I called cvs specialty again and asked them to reverse the claim and charge me for it so I **uld pay it up front so it would **unt towards my deductible. I was told the claim is being reversed, and they charged my credit card $2,139.23. I paid my credit card bill already. Now the issue is my insurance **mpany, ********** Blue Shield, still shows the claim was paid by ** pay assistance. I have made many difference calls to cvs specialty, cvs caremark and ********** over the last 2 months trying to resolve this. I am told people are working on it, but its been 2 months now and nothing has changed. When I call I am told I basically told I need to talk to someone else or wait longer. This is now affecting other medical expenses. I am being charged more for other medical things because cvs specialty, cvs caremark and ********** have not resolved the issue, even though its been 2 months. I need help getting this resolved.
Business Response
Date: 03/05/2024
Please review attached response.
Customer Answer
Date: 03/06/2024
[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:02/20/2024
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 took ******** throughout 2023 to help me get my BMI out of the obese range. It was covered 100% - zero out of pocket. In 2024 CVS Caremark will no longer allow ******** for non diabetics. There is an alternative Zepbound which is for weight loss/ management. Now a prior authorization is required. On 2/15 I received my first denial. I called in - spoke to ********************** PA ******** on a recorded line -told only needed clinical notes and I met criteria and would be approved. Resubmitted , received 2nd denial on 2/20 called into PA ****** again was told by ******** now needed a comorbid condition as well. Since it was my 2nd denial I am now in the appeals process. I asked why does the goal line keep moving? I am almost out of my medication. Also this is first time in my adult life I have not been obese and now my insurance doesn't want to cover prescription which got me healthy? Seems like CVS Caremark wants to keep their clients sick. Overweight more illnesses more medication. I am trying to be healthier and they are just not willing to help. BTW already met my deductible by 2/1 this year .
Business Response
Date: 02/27/2024
Please see attached response.
Customer Answer
Date: 02/27/2024
[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:02/20/2024
Type:Customer Service 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 learned in past 3 months that Caremark customer service reps need more training. They seem to have no idea how a prescription request works. I take this medication each month and each time I have went on the Caremark website to input it; a problem occurs. Just yesterday I saw that the prescription needed a new refill from my doctor. I called Caremark spoke with a young lady who took my information and also entered the doctors fax number so the prescription request could be sent over. I called to follow up with my Dr. ****** the next day who said they never received it. When I called to follow up with Caremark again I found they had entered the incorrect fax number. The rep then grilled me about the correct fax number which I had received from the nurse at the doctors ******. She almost made it seem like I was lying. She put me on hold and called the doctors ****** herself. When she found that I was not lying she then told me I had to have the dr's ****** call 1 of 2 corporate phone numbers for them to change the fax number in the system then I could call back and have the prescription order sent; huh?! What?! YOU PUT THE INCORRECT PHONE NUMBER IN THE SYSTEM!!!!!! Idiot! The nurse laughed heartily when I told her they said for them to do this. Now my medication will come late and I will have missed an important dosage if and when we get it sorted out. Hoping my dr's ****** is able to bypass them so I can get my needed medication.
Business Response
Date: 03/07/2024
Good Afternoon,
Please see our response to complaint # ********.

Customer Answer
Date: 03/22/2024
[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:02/17/2024
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.
RUDE...they are all rude. I have been using them for 5 months...in that time I have had delays on my scripts every single month...3 months they said I or someone in my household cancelled the order...LIE. other minths...saying my perscriber canceled...LIE. I am constantly having to speak to the Sr. **** to get things cleared up...and even then...since there has already been a delay...I insist they send my script next day shipping...rhe Sr. **** does that but when it's shipped..it is sent normal and takes over 5 days. I take a controlled substance but after 5 months...what more can they need..this month my script is on hold until March 8th...2 full weeks after my last script was filled...
Business Response
Date: 03/04/2024
March 4, 2024

BBB serving ******* *************, *****, ************, and *******
********************************************************************************************************************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 18, 2024. Thank you for the opportunity to address the members concern.

Upon review, the order for the prescription in question was received prior to the next available refill date. An order shipped on February 21, 2024.

We value our members and remain committed to our purpose, bringing our heart to every moment of your health.

Sincerely,
*********************************
Member Advocate
Initial Complaint
Date:02/16/2024
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.
I am required to use mail order with CVS Caremark in order to save money on 90 day prescriptions. I am a type 1 diabetic that uses an Omni pod for constant insulin delivery. I have been trying to refill my prescription for insulin since November. Each time I called they said that the doctor was sending over a prescription for insulin pens not vials. I would then contact the doctor who would resend the prescription for the vials. Each time I would get a confirmation email that the order had been placed and that another email would be sent when it was shipped. Each time five days would pass and I would call again and CVS would tell me that the prescription said pens. The last time this happened on Monday 2/12 and I called my doctors office again. They then put me on hold and contacted CVS themselves. It turns out the code wasnt wrong (code for pens vs vials) but the problem was actually that the prescription wording didnt indicate it was for vials. They then told my doctors office that if they update it then it would be fine. I was then told it was all set and got another email confirmation. Its now 2/16 and I have not received any confirmation that it shipped so I called again where I learn its on hold again. Im then told its on hold because I have a note on file that instructs them not to send any medication without my authorization. I was told by a rep that this was only that I had to authorize pens not ALL. The rep I spoke with today then reads me the supposed note that prevents this and it clearly states that I only need to authorize pens. Im still on hold while she now calls the pharmacy to find out whats wrong. Three months of not being able to get a medication and be strung along. Insulin is a medication that I need to survive. Its not an ancillary drug that its not big deal to miss. Ive depleted my excess for emergencies and am now being forced to pay more to get it at a local CVS. This shouldnt be allowed to happen to patients that need medicine.
Business Response
Date: 03/06/2024
Good Afternoon,
Please see response to 21303366.

Customer Answer
Date: 03/07/2024
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 arent even acknowledging the issue that I have complained about and instead have just listed my history of what prescriptions I have filled through the pharmacy. I have filled the prescription at a retail pharmacy because your negligence in getting me my correct prescriptions almost prevented me from having a life sustaining drug. I had no choice but to fill it at retail. This is likely a case of miscommunication or understanding but your staff was clearly not equipped to assist me in getting it corrected. I was lied to, told it was my doctors issue, then it became the way the script was issued before it was finally determined to be a hold on my account that was placed because I didnt want the medication in pen form. Your response does not address the issue at all.

FAQ

Regards,
******

Business Response
Date: 03/12/2024
Good Afternoon,
Please see our response to complaint id # ********.
Initial Complaint
Date:02/15/2024
Type:Customer Service 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 am unable to get the status or information regarding my diabetic care items. I have only received OneTouch test strips but have not received the OneTouch Lancets or the meter. My member number is: **************.
Business Response
Date: 02/19/2024
February 19, ****

BBB serving Eastern *************,*****, ************ and *******
***************************************************************
Phone: ************ Fax:************
Email: ******************************************** Web: bbb.org

Complaint #********

To Whom it May ********

CVS Caremark administers the prescription benefits portion of the ***************** health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on February 15, ****. Thank you for the opportunity to address the beneficiary's concerns regarding their delayed order.

Upon review, on February 12, ****,a new prescription was requested and received from the prescriber for the correct brand of lancets. The order shipped via **** (Tracking **********************). Additionally, the diabetic meter ships directly from the manufacturer which typically takes **** business days for delivery once it ships.

We sincerely apologize for any inconvenience that the beneficiary may have experienced. We value the beneficiary as a member and we are confident that future service will consistently reflect our commitment to our purpose, helping people on their path to better health.Should you or the beneficiary have any additional questions or concerns, please do not hesitate in contacting me at **************.

Respectfully,
*********************
Advocate | Presidential Response Unit
Customer Answer
Date: 02/23/2024
[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:02/15/2024
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.
I would like to give my new insurance info to CVS Caremark pharmacy but there is no way to do so. I switched to this company because the previous insurance company was unable to fill prescriptions entirely . This company claims they allow use of CVS Caremark pharmacy but I am not able to give the new info to the pharmacy.
Business Response
Date: 02/15/2024
At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ************************* sharing her concerns and the opportunity to address them here.
To properly assist ********************, we kindly ask that she provide some additional information. If there is a particular store location she has in mind, please provide the address or let us know if a mail order would be preferred. Once we have the information, we will be happy to have her concern addressed as soon as possible.
Customer Answer
Date: 02/16/2024
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.
CVS Caremark
******************

CVS Caremark is the pharmacy benefit management subsidiary of CVS Health, headquartered in **********, ************. ****************************** ****************
Parent organizations: CVS Pharmacy, CVS Health Corporation
Number of employees: ****** (2005)
Headquarters: **********, **
Founded: 1993, **********, **
Key people: *********************** ************************************************ lost all of my prescriptions. They refuse to allow me to talk to anyone there but only keep transferring me to insurance companies. I will no longer be using your business for mail order prescriptions after you lost ALL OF MY PRESCRIPTIONS FROM YOUR DATA BASE and REFUSE TO ALLOW ME TO EVEN FILE A COMPLAINT ABOUT IT.

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: 03/05/2024
Please review the attached response.
Customer Answer
Date: 03/09/2024
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
This company suddenly 'found' all my prescriptions and attempted to fill them without my permission on March 1 after spending a month telling me they had no record of any of them. When I recently called to tell them I wanted them to remove my payment information from their system so they could no longer charge or fill prescriptions for me, they insisted they have no payment information on file for me. The next day they issued a small payment credit which would be impossible if they did not have any payment information on file. This organization seems to exist just as a mindfock for customers. I am now going to have to change my bank account to stop these slimy liars from messing with my money or prescriptions. I've never experienced an organization or business which consistently lied in this way to customers, constantly claiming they have no access to any of my prescription info nor bank info then a few days later sending through prescriptions they claimed they had no info for and messing with my bank account that they claimed they also had no info for. I'm very angry these people are mindfocking me and that I will have to close my bank account to get away from them. This is going to be a giant inconvenience to have to redo everything associated with my bank account because I must close it to get them away from it and open another.

Regards,
****

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CVS Caremark is NOT a BBB Accredited Business.