Business Profile

Health Insurance

CVS Caremark

Headquarters

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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

516 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/08/2025
Type:Order 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 involves a prescription for ******* ****************. For several years I was able to obtain my prescription from my local pharmacy without event. My prescription was recently renewed (4-24-25); however, I found that my pharmacist was no longer able to fill/fulfill this due to restrictions from my insurance company *****. My pharmacist did attempt to have my prescription switched to a local CVS, but today, after he made several inquiries, it seems that I can only get my prescription exclusively from a CVS Specialty Pharmacy, then have it mailed directly to me.This approach is highly inconvenient and coming with no warning has left me without needed insulin supplies for the past two weeks.This is unacceptable and feels monopolistic at the very least, and I'm sure it affects more people than just myself. Can this situation be corrected?My Pharmacy Information:BEST RX **********************************************************************************,**************** ************************* *******************************
Business Response
Date: 05/09/2025
May 9, 2025

Better Business Bureau
************************************************
*********************-4705

Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 8, 2025. Thank you
for the opportunity to address the Members concern.

Upon review of this complaint, CVS Caremark has determined that on April 1, 2025, the Member was
added to a ******************* and Condition Management (***) program to assist with the cost of
their diabetic medication and other maintenance medications. The *** Program is managed by *******
***** does not have any involvement in identifying, enrolling, or educating members on the services
that are part of this program.

The *** program is provided by ****** to members that have been diagnosed with certain conditions.
Once enrolled in the program, members receive a welcome packet explaining the program and the
services that are available through it. Once Prisma submits the eligible members to *****, ***** then
places the member on the *** override from the effective date through the end of year. Members are
then required to fill the impacted medications at a Prisma Owned Pharmacy to receive steeply
discounted prescription rates.

The Member can use the plan website pharmacy locator tool to find a local Prisma owned pharmacy to
fill medications at the discounted rate.

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
Customer Answer
Date: 05/12/2025

To the Better Business Bureau:

Thank you for your assistance with my complaint. It appears that I have misunderstood how this process/program works.

Please convey my sincerest apologies to CVS/AETNA for the inconvenience I have caused to all with this matter.

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:05/07/2025
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 complaint is with **********************. I take a medication they consider a specialty medication (my co-pay WITH insurance is $2500!). *** will not stock the medication at a local pharmacy and instead forces it to be mailed every month. The type of medication I take needs to be taken every day at the same time to be effective and prevent immunity. I was assured by *** I would have my meds on time and on Monday, May 5th. It is now May 7th, and I have had to miss 3 critical doses of my medication and am still trying to receive them. Ive complained to CVS, *************** Blue Shield of TN, and my employer. This is not the first time this has happened. There are also other employees where I work with the same issues but with different medications.
Business Response
Date: 05/08/2025
May 8, 2025
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the ***** COMM MARKET BASE health
plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
from your office on May 7, 2025. Thank you for the opportunity to address the beneficiarys concerns.
This is a Specialty medication that is ordered through Caremark Specialty Pharmacy, then shipped to
retail CVS pharmacy for member to pick up at the retail store. The prescription was ordered on May 2,
2025, and requires time to process and ship the retail pharmacy. The member picked up their
medication on May 7, 2025. To prevent interruption in members therapy, the prescription can be
ordered seven to ten days in advance.
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.
Sincerely,
*******************
Member Advocate
Initial Complaint
Date:05/06/2025
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.
********************** has handled My ******** treatment for over 3 years. This medication is for suicidal and depressed patients. Im 100% disabled Veteran. After 3 hours of trying to communicate with them I gave up. I have canceled any future Spravato/Ketamine treatment. They have chose Greed over life. ****** is the last person I spoke with. They boomeranged me to BCBS and **** did the same.
Customer Answer
Date: 05/17/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 05/28/2025
Thank you for the opportunity to address this members concern. After initially making contact with the member by telephone, we were able to identify their primary concern was with their cost-share for a prescription refill after a 3rd-party copay assistance benefit had ended. After researching that concern, we were able to verify the member met their maximum out-of-pocket for the benefit year so they would no longer need 3rd-party copay assistance as they are no longer subject to associated member cost-share amounts for the remainder of the benefit year.

The pharmacy has been attempting to re-connect with the member by telephone to provide an update and schedule prescription delivery but has been unable to reach them. We would encourage the member to contact the pharmacy to schedule prescription delivery as soon as convenient since their cost concern has been resolved and they would no longer have a cost-share associated with their order.
Customer Answer
Date: 05/29/2025
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,
*******

Customer Answer
Date: 05/29/2025
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,
*******
Im not satisfied. This is my reason. CVS Caremark demanded over $600 from me to continue my ******** treatment. ******** is a special medication for Suicide/depression. I was harassed in recorded conversations. It basically went like we will send your life saving medication if u pay. This medication is shipped overnight to my Psychiatrist who monitors me for 2 hours. REMS program/I have to sign a contract. Ive been informed by *** that it was a billing error. I currently dont owe any money. This hardship has resulted in me being discharged from the ******** program and has left me in a Psychiatric mess. *** has chosen greed over life. I am a 100% Honorably discharged Army Veteran/Medic/Nurse. Imagine how they treat other Customers? Sad

Business Response
Date: 06/02/2025
CVS Caremark would like to thank you for taking the time to provide feedback regarding your concern. Your medication is available through a restricted distribution program,but CVS Caremark does not manage that program, including eligibility in that program. For assistance with the **** program, including program eligibility, we would encourage you to contact that program directly.

The medication does have a cost-share under your Plans pharmacy benefits and all previous claims submitted by your pharmacy have adjudicated according to that benefit. We can verify your maximum out of pocket for the 2025 benefit year was met May 20, 2025, and you will no longer be subject to associated member cost-share amounts for the remainder of the year if the maximum amount remains met. This includes the prescription most recently filled. The pharmacy has reached out by telephone to assist with your concern and schedule a new order delivery but has not received a return call from you. Calls were made on May 7, 2025, May 8, 2025, May 14, 2025, May 16, 2025,May 20, 2025, and May 27, 2025. Please contact the pharmacy directly for order scheduling. Thank you again.
Customer Answer
Date: 06/03/2025
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. This rejection is for the following reasons- ************/Specialty Pharmacy has caused me undo stress and financial hardship. Their rationale is we finally fixed the cost problem. This doesnt account for me being dropped from REMS/Spravato program due to inability to afford $600 per treatment. A break in ******** can be a death sentence. This medication is the only *** approved med for imminent suicide/treatment resistant depression. This medication has been my lifesaver for over 3 years. I demand a written apology and acknowledge that I was put in a financial and psychological hardship. Once *** writes this particular statement I will gladly accept their resolution. Not holding my breathe! 100 % Disabled Veteran/Medic/Nurse. ******* *.
[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,
*******
Initial Complaint
Date:05/05/2025
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 Specialty has been playing around with my medication. I have called them multiple times. I can never get a supervisor over the telephone. I do not advise anyone to deal with at all. They do not call customers back in regard to matter being resolve. I'm currently out of my cancer medication due to their negligence.
Business Response
Date: 05/22/2025
May 22,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE: Complaint #: 23288974

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 5, 2025. Thank you for the opportunity to address the member's concerns.

The requested medication is a formulary drug for the members plan and requires an approved coverage request. On April 21, 2025, the member attempted to fill a prescription for the requested medication that was rejected due to not having an approved coverage request for the requested medication on file. On April 28, 2025, CVS Caremark informed the member via telephone that the requested medication is only covered by the plan with an approved coverage request.

On May 1, 2025, CVS Caremark made an outreach to the members prescribers office to initiate a coverage request for the requested medication. On May 5, 2025, the members prescriber submitted a coverage request for the requested medication that included the required clinical information, and the coverage request was backdated to May 4, 2025,and approved until May 4, 2026. CVS Caremarks records indicate that the requested medication was delivered to the member on May 7, 2025.

We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:05/05/2025
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 Systemic Lupus, Ankylosising Spondylitis, ********************, Ehlors-Danlos, POTS and a few other health issues. My doctor prescribed ******** for my treatment and CVS Caremark is REFUSING to approve coverage of medication because I'm not taking what they consider a stable SLE treatment"... The medications they are wanting me to take I've had severe reactions to. I'm having so many problems and getting worse due to their lack of coverage. The medication is listed as a covered medication on their company formulary, but they silently removed it from our formulary and don't have any medications or SLE treatments listed on our formulary. They also have stated my medication is not *** approved for treatment of SLE... But it is 1 of 2 of the ONLY *** APPROVED TREATMENTS. They also denied coverage of the second one, Saphnelo and recommended the medications i have told them numerous of times I have had reactions to and can't take.
Business Response
Date: 06/03/2025
PBM Response File#********
Initial Complaint
Date:05/04/2025
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 was approved for ******** and it turns out within days caremark would announce their plan to not cover this medication at all anymore. this has resulted in me wasting $50 buying a prescription that I will not be able to use in 2 months. I feel it's right to let me return this unused product given that they gave it to me while aware that they would be removing access to it within months.
Business Response
Date: 05/19/2025
May 19, 2025

Better Business Bureau
************************************************
*********************-4705

RE: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 4, 2025
Thank you for the opportunity to address the members concern.
CVS Caremark works to continually evolve our GLP-1 strategies based on market trends, insights, and
new clinical information, monitor the GLP-1 pipeline, and evolve our formularies. As a result, CVS
Caremark has made the decision to remove Zepbound from coverage as of July 1, 2025. Wegovy and
******* remain preferred. Our formulary strategy is one that works to create lower costs for clients and
members now and over the long term. This is a class where such an approach is important.
Should the Members doctor deem it medically necessary for the Member to remain on ********
beyond the June 30, 2025 end date, they will need to follow the standard medical necessity prior
authorization process to request a formulary exception.
We value our members and remain committed to our purpose, bringing our heart to every moment of
your health. Should you have any additional questions or concerns, please do not hesitate in contacting
me at **************.

Sincerely,

***** *******
Member Advocate
Initial Complaint
Date:05/01/2025
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.
Caremark is acting like a corporate pill mill, prioritizing profit over patient care. They automatically refilled my 3-month prescription two months earlywithout my consenteven though I had just received a full 3-month supply. When I got the notification that my RX was being refilled too early, I called them and they didn't see that in their system at all. So I ignored it. The next day I got a notification that it did indeed ship. To make matters worse, they shipped the medication to an old address that I had already removed from my profile weeks before. At this point, multiple calls in, and it's been constant refusal for them to take responsibility and fix this. I never received the medication, yet they are still demanding that I pay for it.Ive spoken to multiple representatives, and every time I request a refund, Im met with denial and deflection. It feels like they are intentionally flooding patients with medication to boost profits, disregarding both safety and logic. How is it ethical to send prescription drugs without the patient confirming them? This isnt healthcare, its a cash-grab disguised as care, and patients are paying the price.
Business Response
Date: 05/08/2025
May 8,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE: Complaint #: 23272785

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 1, 2025. Thank you for the opportunity to address the Member's concerns.

The Member expressed concern with receiving a medication, stating she called and was told nothing was on order, but then the order shipped to the wrong address. There is no record of the Member calling to update her address through ************* prior to April 21, 2025.

Mail Oder received an electronic prescription on February 12, 2025. CVS Caremark sent the Member a notification the same day advising it was too early to refill and the order would begin processing April 20, 2025. This notification informed the Member that the order could be cancelled via ***********, but no action was taken by the Member.

CVS Caremark filled and shipped the medication on April 20, 2025. The Member called CVS Caremark on April 21, 2025, in response to a shipment notification. However, the order had already been shipped on April 20, 2025, to the address on file. **************** offered to reach out to the shipper to redirect the order, but the Member refused.

We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.

Respectfully,

******** ******
Advocate

Customer Answer
Date: 05/08/2025
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.
******** Respectfully, your response is full of inaccuracies as does not address: - Why Caremark mailed medication to me without my consent;
Why Caremark mailed a 3 month prescription to me when I had already received a 3 month supply one month earlier;
Why Caremark mailed medication to me in which my insurance company stated I am only authorized to receive 3 months at a time, when I had just received a 3 month supply;
Why Caremark disregarded my updated address and mailed medication to my old address.
There is no record of the Member calling to update her address through ************* prior to April 21, 2025. - I did not call in to update my address. I updated my address on my online profile many weeks prior to this happening. I added my new address and completely deleted my old address, in the month of March 2025.

CVS Caremark sent the Member a notification the same day advising it was too early to refill and the order would begin processing April 20, 2025. This notification informed the Member that the order could be cancelled via ***********, but no action was taken by the Member. - There was no way on the website for me to cancel the shipment as of April 20th when I received the notification that it was going to ship to the wrong address. The website claimed the ** was already shipping and I had to call in to cancel the prescription. I called in that very same day on April 20th and was told by the pharmacist that there is no active shipment showing on file and that I did not qualify for another reshipment of the medication. She indicated she saw nothing that explains the shipment email and that nothing is scheduled to be shipped to me so I disregarded the email.

Customer Service offered to reach out to the shipper to redirect the order, but the Member refused. - I already received a 3 month medication a month prior so I did not need another 3 month shipment. I didnt authorize a shipment of medication so you redirecting the medication was only your desired solution so that you could continue to bill my insurance without my consent.

Unfortunately because of this I have had to file fraud charges with my insurance because you filed a claim without my consent. I am expecting a response that addresses the ***** of the case, and a refund.

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: 05/12/2025
May 12,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE:Complaint #: Rebuttal ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 1, 2025. Thank
you for the opportunity to address the Member's additional concerns.

The Member expressed concern with receiving a medication without consent. This order was initiated
by the Physician and an email notification was sent to the Member advising her on how to cancel or make changes if needed.

The Member states that CVS Caremark mailed a three-month supply when she received the same
medication one month earlier. The prior fill processed through the Member's insurance was on February
11,2025 at a CVS Retail location. This plan allows has a 75% utilization before plan will allow the
medication to be filled.

The Member states CVS Caremark mailed her medication to an old address, despite her updating the address on her online portal. In viewing the ************************** history,it has been determined that the Member registered on February 7, 2025, but there is no record of an address change until her April 21, 2025, phone call to CVS Caremark.

The Member states that she called on April 20, 2025, to cancel the order. Per the account history, the call was made on April 21, 2025. At that time, the order had already been completed and shipped. On February 12, 2025, CVS Caremark sent the Member an email advising of the future fill. On April 20, 2025, CVS Caremark sent a second email notification advising the order would be processed, and on April 20, 2025,CVS Caremark sent the Member an email advising that the order was in process.

The Member agrees the redirect through the shipper was denied. This was offered in an effort to resolve the situation and so that she would get the medication.

Member states she had just received a three-month supply. There is no history of another order through the plan since February 11, 2025.

This plan does not allow returns unless there was a Mail Order Error, and no error was found. A request was sent to the Account Manager of this plan, who declined to issue a refund. The Member states that she filed fraud charges with her insurance due to shipping the order without her consent. **************** has a placed a comment on her account not to ship any orders without Members consent. This will cause any orders coming from the Physician to be placed on hold to prevent this from happening in the future.

We value our members and remain committed to our purpose, helping people on their path to better
health.Should you have any additional questions or concerns, please do not hesitate in contacting

Respectfully,

******** ******
Advocate
Customer Answer
Date: 05/13/2025
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.

This order was initiated by the Physician and an email notification was sent to the Member advising her on how to cancel or make changes if needed. - That is untrue. I confirmed my physician's office only sent my RX to my local *** location that I've always had on file. They NEVER sent Caremark an RX to fill via mail order. Additionally the email I received regarding the Caremark RX brought me to the *** website where I was unable to make any changes or cancel the shipment, NOT to the Caremark website which added further confusion.

The Member states CVS Caremark mailed her medication to an old address, despite her updating the address on her online portal. In viewing the ************************** history, it has been determined that the Member registered on February 7, 2025, but there is no record of an address change until her April 21, 2025, phone call to CVS Caremark. - Again - the correspondence about my RX from Caremark led me to the *** website. I only used the *** website to manage my RX and update my address since YOUR communications always linked back to the *** domain. No emails or texts that I've received ever told me to go to Caremark.

"The Member states that she called on April 20, 2025, to cancel the order. Per the account history, the call was made on April 21, 2025." - AGAIN, I clicked the link from YOUR email on 4/20 that led me to the *** website where I reached out to support. The *** pharmacist confirmed there were no RX's set to go out and that I didn't qualify for one as I already picked up a supply recently. I figured the issue was solved but the next day on the 21st got an email that it had shipped without my consent. I offered to provide the date, time, and phone number of the pharmacist I spoke with on 4/20 to help close the loop and the Caremark *** refused o take it and said they would not be writing it down.

The Member agrees the redirect through the shipper was denied. This was offered in an effort to resolve the situation and so that she would get the medication. I told you I did not want nor need the medication ! You just want to charge my insurance company so you're refusing the refund!

Customer Service has a placed a comment on her account not to ship any orders without Members consent. That's correct, this was around 2 weeks ago. And yet again I got an email again this morning that you guys were once again processing a new 3 month shipment of my RX even though I previously told you I do not consent to any shipments and am still in the process of fighting this current charge. So I'd like to know who authorized that because it wasn't me??

I also got a notification that you guys told my local pharmacy to once again process another fill on 4/25 of the medication, and to override in the system the time restriction since you guys already just sent a 3 month supply on 4/20, in order to process another fill before the 3 months. How do you explain that? Thats 3 times in the past month that you're trying to process seperate 90 day fills of medication that I already have in hand that I never asked you to do. The *** told me only the pharmacist or patient can submit and override to fill a medication before it's due, and I never gave permission to do so. You don't care about serving customers, just trying to charge the ********************** company for 3 separate 90 day supplies of medication in one month's time that I don't want or need.

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:04/27/2025
Type:Order 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 recently was prescribed a medication by my doctor & have been receiving multiple phones calls & mailings from CVS Caremark. They claim they are my pharmacy plan, but I don't recall signing up for it. I have Anthem through my *************** has always been part of the Anthem requirements. They are threatening that I will not receive coverage for my medication if I do not contact them & provide personal information about the medication & agree to sign up for a 'service' I do not need or want. My doctor is providing all of the referrals necessary to satisfy insurance requirements. I do not want to use a mail order pharmacy. I do not want to use CVS Caremark. The tactic seems unethical & borderline illegal to require me to use their services just to get the medication my doctor prescribed based on their knowledge of my health needs. They have been aggressive, calling daily. I contacted the helpdesk with my *************************** & they told me I had to contact CVS Caremark. But still have not explained why I am required to give them any of my information.
Customer Answer
Date: 05/08/2025
[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 companys response does not satisfy my issues and/or concerns in reference to complaint #********.
I have spoken with my insurance and with my HR representative. The company claims that hackers are spam calling customers. However, if this is the case, the company has a responsibility to notify customers this is the case. And I do not believe them. The calls quit as soon as I submitted my complaint to BBB.
in addition, after reviewing the company and their website, I believe that CVS Caremark should not be a general pharmacy plan provider as they have their own pharmacy business and this is a conflict of interest. ****** has brought them on as a pharmacy management plan.
it is in the interest of CVS Caremark as a business make a profit and to solicit services to customers because their ultimate goal is to make money. Either directly through providing prescription fills through their convenient mail order service, or by requiring customers in pharmacy plans to use their ******************** in order to gain coverage for medication - which is a violation of my rights as a patient in a free market economy to seek those services elsewhere. Especially when the obvious product for CVS Caremark to profit from is my personal data.
I understand that by choosing to accept the business response that my complaint with BBB will be closed as resolved. However, I would like to request information on who to forward this complaint to.

Regards,

******* *****
Initial Complaint
Date:04/24/2025
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.
CVS Caremark is violating NC law, specifically North Carolina law, specifically Session Law ********, which requires insurers and pharmacy benefit managers to count any copay assistance provided by drug manufacturers towards a patient's out-of-pocket maximum, deductibles, or other cost-sharing requirements. This law, passed in 2021, protects patients from copay accumulator programs that previously prevented these payments from counting towards their cost-sharing limits. Therefore I have accumulated significant medical debt as a result of this.
Business Response
Date: 05/14/2025
May 14, 2025

Better Business Bureau
5 Mt. Royal Ave.Suite 100
***********, ** 01752-1927

Re: Complaint # ********

Dear Sir/Madam:

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 April 24, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The *** health plan is a self-funded, employee benefit plan and is subject to the Employee Retirement Income Security Act (ERISA).

Upon review, CVS Caremark has determined that North Carolina state law only impacts fully insured plans subject to state insurance laws. The *** health plan is self-funded and governed by *****. The plan is not obligated to follow state laws regarding billing or collection issues. The Member may contact CVS Caremark customer care at ************ with any further questions.

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:04/23/2025
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 February 18 a prescription was filed for dexcom G7 sensors. It was put on hold without my consent. I was not notified until 2 weeks later and by then the prescription has been out of stock. It has been h*** trying to get it refilled. Today 4/23 I called to see if they were back in stock and was told by ***** that they were and the order was placed. At 6pm on 4/23 I received an email saying someone in the household canceled the order. I did not do this. I called to speak to Caremark about this and they stated that the prescription is now out of stock and that's why it was canceled. I was lied to by the earlier representative and this is unacceptable. The representative (******) would not offer a resolution to getting me the prescription I need. My life depends on these prescriptions being filled promptly and the stress caused by Caremark not doing their jobs is unacceptable. This is not the first issue I have had with this company and they need to be held accountable for their negligence.
Business Response
Date: 04/25/2025
April 25, 2025
Better Business Bureau
5 Mt. **********, Suite 100
*************** 01752-1927
Complaint # ********
Dear Sir/Madam:
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 April 24, 2025. Thank you for the opportunity to address the beneficiarys concerns.
The Members prescription through Caremark Mail Order had been discontinued in error on April 23,
2025. The prescription was rescanned and is being shipped to member via ************* Services as
Urgent Next Day, with no shipping cost to the Member. The expected delivery date is between April 29,
2025, and April 30, 2025, and the tracking number is 1Z74W0A61326630479. Member was notified by
email of the order status.
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

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