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

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  4725 Centre Ave Pittsburgh, PA 15213

• 

  CVS Caremark

  620 Epsilon Dr Bldg S Pittsburgh, PA 15238

• 

  CVS Caremark

  PO Box 270 Pittsburgh, PA 15230

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:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with the CVS Caremark insurance provider and CVS Pharmacies, and began in early 2023 when one of my medications was supposed to be coming out in generic form. I've spent hours on the phone with both the CVS Caremark insurance provider and the pharmacy, and even tried to find other medications, but according to my doctor that's not an option. While the generic version has gone to market, it is not in stock most of the time and in order to continue taking the medication as prescribed I have had to pay upwards of ****** for a ten day supply of the brand name.CVS Caremark is refusing to adequately cover a medication for which I have prior authorization and blaming the manufacturer for the supply problems, which is convenient for them because they get to continue to receive payment from the employer for the plan and ***** the individuals unfortunate enough to have to use CVS for medication. Both Caremark and the Pharmacy business are blaming the manufacturer, and while there is certainly a connection, there should be options for those of us who can't afford to litigate. Once again, the insurance provider is vaguewashing the problem as abstract and out of their hands, allowing them to drive out of pocket costs up while profiting off of human misery. If they wanted to, they could institute a supply chain stop-gap policy that cover brand medications that is supposed to be available in generic but aren't. The combination of unethical business practices and ineptly managed corporations is appalling and they should be held accountable for making the healthcare crisis in ******* worse. I didn't have to look too hard to discover CVS has been fined millions of dollars over the last ten years for unfair business practices, but those fines have done nothing to change their unethical approach to business and I'm not sure what to do.

  Business Response

  Date: 01/23/2024

  January 22, ****
  
  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 9, ****. Thank you for the opportunity to address the members concern.
  
  Upon review, there is a shortage of the generic medication due to manufacturer back order. The member can contact ********** customer care at ************ to request an exception for the brand medication cost.
  
  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:01/04/2024

  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.

  While discussing certain issues with my physician over the past 6 months or so, we decided that I would try *******, a daily injection to help with weight loss. I did not like doing the daily injections so together we decided to wait until ******** (type II diabetes medicine) was approved for weight loss, which it was in late 2023 - that medication is Zepbound and is a once a week injection. I meet all requirements for Zepbound (BMI over 30 and high blood pressure). My physician put the prior authorization through, assuming there would be no issue since ******* was approved under Express Scripts (my prescription coverage changed to CVS Caremark effective 1/1/24). The prior authorization was denied because CVS Caremark made their own requirement of being under a comprehensive weight loss program for 6 months before they will approve Zepbound. They are making their own rules, they are not my physician. Obesity is a disease which there is now medication to help with - how can they just deny on such an insensitive recommendation. I've tried *********************, Weight Watchers, MediFast, NutriSystem, Keto, etc.... how many more hoops do I have to jump through to get medication my doctor prescribed. Stop moving the goal posts! This medication is $50 with insurance, $1200 without. I cannot afford that. I pay for this prescription coverage - stop being the judge and jury.

  Business Response

  Date: 01/19/2024

  Please see attached response to Complaint ID ********.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issues a prescription for testosterone by my doctor 12/6/2023. It was originally sent to *** Retail pharmacy but was too expensive so my doctor sent it to *** Specialty pharmacy instead. *** Specialty said they could not fill it because there was an active prescription with *** Retail. After many many many calls and days later we finally got *** Retail to cancel the prescription so *** Specialty could fill it. My first contact with *** Specialty was 12/15 but they never created an account for me until 12/19 (per their records) for some unknown reason. After a week *** Specialty finally informed me it would be $75 to fill the prescription, I informed them I have met my deductible for the year and my Out of Pocket Maximum so it should be free. They said they'd review it. A week later I called back to check up and was told I was correct they can send the prescription for $0. Having heard nothing for a few days I called back again and was informed the prescription was ready to pickup in ************. I asked why in ************, I haven't been there in 14 years where I only visited for one day and have never lived there. I had to inform the *** specialty agent that the ** location is their warehouse and not a retail store to pick it up. They agreed and said they would ship the medication to my house in *****. That was over a week ago, on 12/29 I received a voicemail but was unavailable to return it until today. I called today and was told I owe $40 because it's a new year and the deductible/out of pockets have rolled over. I told the agent it is not my fault *** Specialty has failed to deliver my medication in a timely manner and promised to do so over 2 weeks ago for $0 so they should goodwill the $40 and send it. *** Specialty said it is against federal law to offer goodwill for medication. So that is where we stand, I would like my medication for $0 as promised since I met last years deductibles and *** Specialty delayed at no fault of my own.

  Business Response

  Date: 01/16/2024

  January 16, 2024
  
  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 4, 2024.Thank you for the opportunity to address the beneficiarys concerns.
  
  CVS Specialty called the beneficiary on January 4, 2023, to reschedule delivery, but didnt speak with the beneficiary. The beneficiary can call CVS Specialty to schedule delivery. Once the order ships the  $40.70 copay will be reimbursed. We have asked management to review this matter for coaching, training, and process improvement opportunities. 
  
  We apologize for any inconvenience the beneficiary may have experienced. We value the beneficiary, 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 **************.
  
  Sincerely,
  *****************************
  Member Advocate

• Initial Complaint

  Date:12/31/2023

  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 taking Mounjaro for 18 months. CVS Caremark is now requiring a prior auth. My doctor sent over the prior auth using the approved type 2 Diabetes diagnosis along with prediiabetes and obesity. The pa was denied an an appeal was filed on December 2nd on December 4th the appeal was denied stating that there were not lab results reflecting an A1C in their required range and also doctors notes were missing from the appeal. I was told to have the doctor *** over the missing information. This was done on December 10, December 22 and December 23rd. Everytime I was told it was not received, after explaining that I had *** confirmation that it was successfully sent I was told that, this paperwork should have never been sent because the appeal was closed and I would have to initiate an external review. In December 26th ***** from Caremarks senior management team opened a request for an urgent external review and he also said he was going to have a case manager assigned to my claim because of the run around I have been getting. I was told the case manager would contact me within 24 hours. Today is December 29th I have not heard from a case manager, I spent 6 hours on the phone with CVS Caremark on December 28th. I was told Caremark doesnt handle my PAs and they didnt know who did. They referred me to my medical benefits coordinator- after speaking to them they initiated a 3 way call with Caremark who then determined that Caremark did in fact handle the PAs but they werent sure where my request for an external review had been sent. Nobody can tell me how to send my documentation or which IRO will be handling the external review- even though it was marked urgent and should be completed within 72 hours of initiation. I have been without any medication for over 6 weeks. I contacted DIFS and was told at the very least I should have been given the rx on the basis of continuity of care until they could figure out how to proceed.

  Customer Answer

  Date: 01/11/2024

  I have not heard from the business in response to my complaint.  I have contacted them several times, always with the same response.  They are not sure if they can release my medical records to me ( which is a clear violation of HIPAA.  They also said they would follow up with instructions on my external review as it has been 3 weeks and nobody has contacted me and they still have no idea how to proceed with the external review process

  Business Response

  Date: 01/29/2024

  January 29, ****
  
  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 8, ****. Thank you for the opportunity to address the members concern.
  
  A 28-day supply of the medication has been provided to the member. 
  
  Finally, we sincerely apologize for any frustration the member may have experienced. Feedback has been provided to each member of our customer care team with whom the member interacted with to improve the level of service our members receive.  
  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: 01/30/2024

  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 stated that I was given a 28 day supply of the medication, which is a half truth.  It is currently January 30th, two months after this issue began.  On January 26th I was offered the option to have a one time system by pass to allow me to fill the medication at my cost.  My cost is $1300.  My prescription was submitted on December 1st, when my $3000 deductible was met as well as my max out of pocket, had this prescription been filled in 2023 as it should have been, I would have received a ********************************* I budget this medication into my yearly expenses knowing that I have a high deductible that needs to be met prior to this medication being covered.  It took CVS Caremark almost 60 days to figure out how to conduct an external review that by law should have been available to me immediately following the denial of my appeal.  To make matters worse it was brought to my attention by my plan coordinator AND by a case manager at CVS Caremark that this prescription never needed a prior authorization as it had a diagnosis code attached to it, that according to my plans screen out logic, never needed a prior authorization in the first place.  I, along with my plan coordinator was told that this was a coding issue on Caremarks end.  Now that the coding issue has presumably been resolved I am told that it was never a coding issue, it was an issue of the pharmacy not inputting the diagnosis code. After checking with all 3 pharmacies that this prescription was sent to they all stated that they were not able to put in a diagnosis code until recently.  This was even an issue with CVS Caremarks mail order pharmacy, as they had the prescription with the diagnosis code on December 7, 2023 yet they were still asking for a prior authorization.  I have had numerous phone calls with different case managers that said they believed this was a Caremark error.  The latest case manager ******* told me numerous times the past couple of days that she was frustrated because the account manager ***** was not budging nor understanding the real issue!  As of today, January 30th ******* was told by ***** to notate my account and that Case managers or representatives at Caremark were to no longer speak to me regarding this issue, I was told I would have to reach back out to my plan coordinator.  ***** the account manager stated that she reached out to the plan coordinator along with the client yet she refused to give me names of the people she spoke with so that I could reach out to them.  At this point I am still without my medication as the prescription they approved was for a 90 day supply which should have been filled in December with zero out of pocket cost to myself, now they want me to pay the full price of my deductible $3000.  I am now at the point that I will need to go back to my doctor and be seen to have a new prescription written since I have been off my medication for weeks and will need to step down in dosage.  CVS Caremark has done absolutely nothing to rectify this situation, they have spent their time making excuses and trying to cover up their mistakes, some of which go against federal laws!!
  
  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: 02/05/2024

  Please review the attached response letter.

• Initial Complaint

  Date:12/31/2023

  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 sent a letter by CVS Caremark that they were no longer going to cover my insulin pen, Levimer after 1/1/24 and asked I get my Dr to change the prescription to Lantus. I got my prescription on a 90 day basis and it was due for refill on 12/21/23. My Dr complied and changed the prescription to Lantus. I went to the local CVS and told that CVS would not cover ******. I called the CVS Caremark number and the lady agreed to let me have the Lantus until something could be changed and told me to go back to the local CVS and they would approve it. I went back and the pharmacist ran the order and said it was approved but they were out and would have to order it and I would have to come back. I went back on 12/29/23 and they said CVS rejected it and wouldnt cover it. In the meantime my prescription for my insulin was due on 12/21/23. They are totally unprofessional, rude and have no care for the patient. They couldnt even show the courtesy to call me to advise that CVS Caremark changed their mind after approving it

  Business Response

  Date: 01/12/2024

  January 12, ****
  
  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 1, ****. Thank you for the opportunity to address the members concern.
  
  On December 29, 2023, the member received an 18-day supply of the medication he was originally taking.
  
  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:12/26/2023

  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.

  Since November 28th I was supposed to have full insurance and access to pharmacy prescription services. It is now December 26th I have been back and forth on the phone with them and my company trying to get this resolved. They said they would Mark these issues as urgent three times now. The first time nothing happened the second time it wasn't fixed correctly where it said it was active but not really. This third time I'm still waiting on the fix and have yet to be informed via email as requested of the update in correcting the issue. I have not been able to get my wife's maintenance prescriptions or my own maintenance prescriptions to our detriment. At this point it is causing harm not being able to get our prescriptions as prescribed. All I want is for this to be corrected that we may have access to prescription service privileges that were paid for as a deduction from my checks. I am tired of being told to go back and forth and no one owning it they just pass it back and forth to each other that is their responsibility no it's their responsibility. At this point I don't know what else to do except for file complaints with the better Business bureau and the ******** insurance commissioners office. Both I am currently pursuing as I wait for resolution to the issue of access of what I've already paid for.

  Business Response

  Date: 01/04/2024

  January 4, ****
  
  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 2, ****. Thank you for the opportunity to address the members concern.
  
  The members eligibility effective date was November 28, 2023. The member had claims during the month of December 2023 and January ****.
  
  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:12/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have federal government health insurance that uses Caremark for mail order pharmacy. The Caremark pharmacy refuses to give me access to its online website where all my medical information is stored. They tell me that is a ********** Blue Shield issue. ********** tells me it is a Caremark issue. Most recently Caremark said someone would call me to discuss, but they have not called me.

  Business Response

  Date: 01/02/2024

  Care Website support left a message for the member asking them to complete the registration again.  ******** Website Support agent provided their contact information.

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have M/S. ************ is supposed to fill my RX with Copaxone, and my medication was lost by *** on 12-12-2023, I notified CVS, and I was told a new RX would be overnighted for delivery today 12-13-2023, nothing showed up, and I called CVS @ 2PM today, and was told a local courier would deliver my medication by 7pm EST on 12-13-2023, this did not happen. I was then told it would be tomorrow morning, and I am not going to be home, and the company that is supposed to deliver the medicine does not have a working phone number, I do not know if they even exist. I called the company back and I was put on hold for 57 minutes and I still do not have my medication and my health is being compromised.

  Business Response

  Date: 12/22/2023

  Good Afternoon, 

  Please see out response to Case # ******** for ****************************

• Initial Complaint

  Date:12/12/2023

  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.

  On Saturday, December 10th I tried to refill a birth control prescription for my daughter and was forced to pay $16.40 to get the refill due to CVS Caremark not responding to the ********* Pharmacy on **************************************************************. The pharmacist stated they are tried more than once to contact this company and each time was told they were "looking into it". I needed the prescription and because CVC Caremark did not respond in a timely fashion and I need the prescription I was had no choice to pay for this item which should have been a no charge prescription

  Customer Answer

  Date: 12/27/2023

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

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  BBB serving Eastern *************, *****, ************, and *******
  *******************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  CVS Caremark administers the prescription benefits portion of the Loyola ******* health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on December 19, 2023. Thank you for the opportunity to address the beneficiarys concerns.
  
  Our records show that the prescription was filled at Marianos Pharmacy on December 19, 2023, with a $0 copay.
  
  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:12/09/2023

  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.

  Have now been dealing with the incompetence of CVS specialty pharmacy for months. I Have to call them multiple times with regards to the failure on their part to ensure shipment/delivery of the prescribed drugs in a timely fashion.The most recent incident includes still waiting on a drug that was prescribed over 3 weeks ago and after spending hours on the phone over the course of the weeks with multiple agents hearing many different stories etc and then eventually a commitment to delivery the next day - I still dont have the drug. This includes a conversation with the resolutions team this am (12/09/23) when ******************* and admitted that I was misinformed yesterday about the insurance company not approving and that I will be able to pick up the drug at a local pharmacy today.. because they dont have it in Stock at their ** in Redlands. I called the pharmacy multiple times today and they have not yet received the orders from their Specialty division.My daughter has a An auto- immune disease and have been in terrible pain/condition because she hasnt been able to take the necessary drug. I have been dealing with these issues for over 9 months and need a leader of their organisation acknowledge and fix the issue. Sy

  Business Response

  Date: 12/20/2023

  Good Afternoon, 

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