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

  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:01/31/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 20, 2023, the ****** my previous insurance company - informed me that it overpaid $3,329.64 CVS Caremark for my (Member ID: ****************************************** drug (Vemlidy 25mg/daily) and requested reimbursement. Although the change in insurance was dutifully notified, CVS Caremark failed to update its system timely. I've been working with CVS Caremark since November 21, 2023, to have them correct their mistake of charging the wrong insurance and charge the amount in question to the CareFirst insurance company instead (my CareFirst Member ID: XIL **********. After having to work with CVS Caremark/Specialty/Billing teams and their Senior Representatives for three months, I still haven't received a resolution from CVS Caremark -- to pay GEHA back and charge CareFirst, accordingly. Currently, the CVS Caremark Paper Claims team continues to postpone the resolution of the case (number ********).

  Customer Answer

  Date: 02/11/2024

  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:01/30/2024

  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.

  My complaint with Caremark CVS is in regards to a bill I received in the amount $17.32. I contacted Caremark and spoke with a representative and I was advised that this medication was sent through only one Insurance which was BSBC. I advised that I have two insurances which is BABC and ********* Caremark is giving me the run around and not taking responsibility for their incompetence. I seek for them to have this bill and any future bill that was process like this resolved. And that both insurances I have been used for any and all prescriptions for future billing.

  Business Response

  Date: 02/08/2024

  please review the attached response.

  Customer Answer

  Date: 02/08/2024

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

  To Whom it May ************* name is *************************, and I reject the response from CVS be sure first I was notified that there was a charge for this prescription prior them mailing this out.  They have never done this before.  This was processed correctly, and I will not be paying for this prescription out of pocket when I have insurance on file to coverage this bill balance.  If CVS wants to get paid, then they need to send this payment through ******** for payment and in the future notified their consumer prior to mailing out any prescription if there should be a charge for a prescription. Had this been done, I would have told them to try it through ******** and if Themis. Oils are not done to not send this prescription at all.    Aramark is suppose to send out prescriptions when they come up for renewal but please tell me why I had to call to have 3 other prescriptions to be mailed ? But yet they go ahead and mail a prescription that has a balance and not contact their member prior to mailing.  This is certainly bad. Business practice. CVS claims to take members concerns seriously, then they need to use insurance provided to them and stop putting us through red tape to getting this done correctly. 
  Sincerely,
  ***********************;

  [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,

  *****

   

   

  Business Response

  Date: 02/19/2024

  Please see attached rebuttal response.

  Customer Answer

  Date: 02/20/2024

  This is in regards to **mplaint # ********.

  i formally  reject this  **mment from CVS because all of last year, I had no issue with their mail service. Prior to enrolling into their mail order refill program, CVS had both insurance polices that, and I had no ** pay because ***************** pays for it.  Yes Im thr beginning of the year I have to use my deductible with BCBS, I ***************** picks up that **pay and I dont have an out of pocket expense.  I have tried explaining thing and all I get is a run around. I have used the number the have mentioned in their response and all I get is transfers to another another and another until I have been transferred back to this same number. If CVS  Caremark doesnt want to use that insurance  provided to them , then I will **ntinue to fight this bill however far they want to take it.   CVS Caremark doesnt care for their members because if they died they would find a way to make this right.  Because they have made it right so far proves to me that their members dont mean anything and that is very sad.

  Regards,

  *****

   

   

• Initial Complaint

  Date:01/27/2024

  Type:Delivery 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 cancelled my mail order with this company and CVS continues to mail order my medication. I have told them to stop the mail order and send the medication to the store. I need to be refunded my money when they mail order and charge me.

  Customer Answer

  Date: 02/10/2024

  [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:01/24/2024

  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.

  On 1/22/24 I called fepblue pharmacy/ CVS CareMark. I inquire about a prescription/ Simbrinza eye drops. On the phone with customer representative I was inform me that I will receive 3 bottles for $90.00 I gave them my credit card. When I received the package I received 2 bottles ( 8 ml bottle) instead of 3 bottles. At my local CVS pharmacy I received 1 bottle (8 ml bottle) Simbrinza for $30.00. On 1/242024 I called CVS Caremark ************* that I was misled on the amount of bottles I received and that I wanted to return the bottles or give me a credit difference. I was on the phone for 2 hours and I was transferred and spoke with 8 to 9 customer representatives and did not received no resolution. CVS Caremark charged me $45.00 per bottle Simbrinza.

  Business Response

  Date: 01/26/2024

  We reviewed your account regarding Simbrinza.  We verified you spoke with a ******** Care agent on January 22, **** who confirmed a prescription had been received, but could not verify the quantity or day supply as the prescription had just been scanned. We also verified the agent did not advise you that you would receive 3 bottles of medication.  We also verified a prescription was received from your provider electronically on January 22, ****.  The prescription was written to dispense 24ml and the directions stated Instill 1 drop into the left eye twice daily.  Two drops a day for 90 days is 180 drops; each bottle contains 120 drops.  The quantity was reduced from three bottles to two bottles due to plan limitations.  We are unable to allow the return of your medication for a credit or a credit difference to your account as you were charged the appropriate mail order copay.  Mail order benefits and retail benefits are also two separate benefits. 

• Initial Complaint

  Date:01/23/2024

  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 attempting to refill a prescription for my child, who has been taking the same medication for more than four years. Upon the new year's start, I was told we needed a preauthorization for the same medication. I complied and called the doctor's ******* the insurance company, the prescription provider, etc. Now, over a week later, we're still not approved. The doctor's ****** blames the prescription provider, the pharmacy blames the prescription provider, and the provider blames the doctor. This issue is putting my child in a dangerous, potentially life-threatening situation and has cost me a significant amount of time. We've been using the same medication for over four years, and now the prescription provider decides there's an issue all of a sudden. This behavior is not right or ethical. The health, welfare, and wellbeing of humans are not something that is negotiable.

  Business Response

  Date: 02/02/2024

  Good Afternoon, 

  Please see our response to Complaint ID: ********. 

   

• Initial Complaint

  Date:01/23/2024

  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 was prescribed Rapatha in October 2023 after a diagnosis of a heart calcium score of 978. I have ******************************* have been on max **** stating for at least 10 ********** medication. I have severe heart disease on both sides of my family history. CVS Caremark denied pre authorization for use of this medication. This was appealed & denied again. They said I had to take Ezitimibe for 90 days 1st to see if that worked just as well. I bought this prescription & 3 weeks into it had stomach cramps & explosive diarrhea so badly I could not leave my home. On Dr's ****** I stopped this medication. They resubmitted for *************** again denied. There was miscommunication between parties & finally I was told by CVS Caremark all that was needed was documentation by the Dr that I could not tolerate Ezitimibe. My Dr's ***** Practiioner had a 30 minute phone peer to peer meeting. After presenting my updated bloodwork proving not enough improvement, my intolerance for *********, she was told that I actually had to take Ezitimibe for the full 90 days regardless of side effects & my heart calcium score should really be ****+, or have already had some heart surgery. The whole point of Rapatha is for someone like me to prevent a heart attack or stroke or having to have a stent or worse. It is standard medical belief that everyone with a heartcalciym score over 400 is in trouble & needs to be closely monitored by their cardiologist & follow that advice. I have madedrastic diet changes, lost 50 lbs but this is not enough. I need themedication. I can not afford $1600 a month for this out of pocket. Especially when I have insurance that should be covering this medication.

  Business Response

  Date: 02/01/2024

  Please see attached PDF response.

• Initial Complaint

  Date:01/20/2024

  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 online pharmacy processed and charged me for a prescription order that I did not request!My physician submitted three precriptions to CVS Caremark online pharmacy for me as usually. Two are for annual maintenance prescriptions and one was for a soley as-needed medication. I did not need any of these medications filled at this time and had confirmed that I did not have auto-ship setup. CVS still filled the prescriptions and sent me an shipping pending notification. There was no place on the website to cancel the order, although my account showed that it was pending. I called and asked to have the order cancelled and the agend said she would take care of it and have another agent call me the next day to confirm the cancellation. Howevery the next day I got a shipping notification text and on the second day, the un-needed prescriptions arrived. I have now been charged for drugs that I do not want or need right now and no way to return them.

  Business Response

  Date: 02/02/2024

  Good morning,
  
  Please see our response to Case #: ******** ***************************.

• Initial Complaint

  Date:01/19/2024

  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.

  On January 19, ****, I was told I owed $445 as a co-pay to CVS for a medicine I had been taking with them for over 10 months. I was transferred to 3-4 different departments, because the virtual care, doesn't speak with the pharmacy and the pharmacy doesn't know why something isn't approved and although they can see nothing has changed on insurance, they throw up their hands. This is not the first problem with CVS but at least the 15th issue I have experienced since being a customer. Now, I still don't have a resolution and next month it will be another problem. Have CVS assign a rep to me and when there is an issue, pick up the **** phone and call me and also, pay me the $445 co-insurance they screwed up

  Business Response

  Date: 01/31/2024

  January 31, ****
  
  BBB serving Eastern *************, *****, ************, and *******
  ********************************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on January 19, ****. Thank you for the opportunity to address the members concern.
  
  Upon review, we were unable to locate a phone call or billing statement that indicated the member owed $445. The member has no balance owed to CVS Specialty/The member spoke with ************* and received their most recent order on 1/23/****.
  
  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:01/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received ****'s from CVS Speciality Pharmacy on January 11, **** for medicine they provided to my Doctor for my knees. The Bill's they sent to me from 2018 to 2023 total $2,316.13 after they were paid more than $16,000 from ********* I didn't know I owed CVS any money i never received any ****'s prior to the ones sent last week for the past 5 years ! I am 73 years old and on Social Security i cannot afford it. I don't think it's acceptable that CVS SPECIALITY PHARMACY sends me ****'s from 5 years ago that they say I owe.

  Business Response

  Date: 01/30/2024

  January 30, ****
  
  BBB serving Eastern *************, *****, ************, and *******
  ********************************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on January 21, ****. Thank you for the opportunity to address the members concern.
  
  Our records show, the member has been notified by phone and billing statements have been sent to the member monthly to resolve the balances owed on their account. The member can contact CVS Specialty Billing at ************** regarding the balances owed on the account.
  
  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:01/19/2024

  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.

  I canceled all of my business with Caremark two months ago, but they continue to send me bills for future business and refuse to stop. This seems as if they are fraudulently billing me. I am sure lots of elderly people probably get confused by this method of business. Very disappointing and such a large company being so underhanded.

  Business Response

  Date: 01/23/2024

  According to our records, order #********** was sent to Caremark by electronic submission from the prescriber.  On 09/17/2023 Caremark made an outreach to the member's phone number on file advising of the new prescription and requesting consent to process and ship the order. Consent was given by the member or someone within the member's household. Order #********** was filled and shipped on 09/17/2023 from via **** EXP PARCEL;tracking #**********************.  According to the tracking status, the order was delivered on 09/20/2023 11:40am.  The order copay was $39.50. 
  
  Additionally, on 10/11/2023 Caremark received a order refill request via text messaging. Order #********** was filled on 10/11/2023 and shipped on 10/12/2023 from Caremark via **** EXP PARCEL; tracking #**********************.  According to the tracking status, the order was delivered on 10/16/2023 02:21pm.  The order copay was $39.50. 
  
  The member currently has a total balance due of $79.00 for both orders.  The member can contact Caremark ************* at ************ or visit ****************************** to make a payment.  Upon payment, the letters will discontinue from Caremark.

  Customer Answer

  Date: 01/23/2024

  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,

  ******