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

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

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

Initial Complaint
Date:12/09/2023
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.
****** wrote a script for Flovent. Caremark told me Flovent was not covered, that I would have to spend $300/month to buy Flovent out of pocket, and encouraged me to instead use Pulmicort. On November 9, I relied on this and ordered my first **************************************** $340 out of pocket. It arrived on or about November 13 (order # **********). In less than one month, Caremark then sends me a letter saying that on January 1, ****, Pulmicort would not be covered, and that I would have to switch to another medication.I am seeking refund of the $340 as I should have been advised, before I spent the $340, that coverage for this medication would be discontinued and to instead use another medication.
Customer Answer
Date: 12/19/2023
I have not heard from the business in response to my complaint.

This matter remains unresolved.

*****************************
Business Response
Date: 12/21/2023
Good Afternoon,

Please see our response to Case ID: ******** *****************************
Customer Answer
Date: 12/27/2023
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 # ********.
CVS's recommendation of me asking my *********************** to apply for medical necessity exception process) sounds good in theory, but in reality it is unrealistic, impractical and undoable at my end. To begin with, when I raised the issue of insurance with *****************, he indicated he would not tolerate such red tape with insurance unless I paid him $1500 out of my pocket to do so. This is an undue burden on the doctor that is unrealistic and that the doctor refuses to do and is in no way unique to ******************* I invite CVS Caremark to call ****************** themselves at ************.
Secondly, CVS does not appreciate that different drugs work differently, have different side effects on different individuals, have different effectiveness etc. Since CVS is discontinuing covering Pulmicort, I find the Pulmicort I got is now for $340 worthless. CVS should have alerted me not to get Pulmicort if they were about to stop coverage of the medication. I initially paid the $340 for the Pulmicort believing that they would continue to cover it and not pull the rug out from under me as they did in less than 30 days. I therefore felt I was misled and betrayed.
Lastly I find the name "Caremark" to be misleading. Instead of receiving care, I am now left with a hole in my wallet, do not have treatment available for my condition, and am now wrought with stress as a result knowing that I can not find adequate treatment for my condition. This is after me and my employer pay about $1000 per month for this insurance so I can be left untreated and be wrought with stress knowing I can not get treated for my condition.
Therefore I reject CVS's response.
Regards,
*****************************

Business Response
Date: 01/24/2024
Good Afternoon, please see our response to Case #: ******** *****************************.
Customer Answer
Date: 01/25/2024
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.

The response from CVS Caremark dated January 24, **** does not touch on the issues of my complaint but is merely a standard form letter which may have been generated so they can say they responded to the complaint.

It also has a phone number on it which I called no one answers and asks me to leave a message.

Since my issue has not been resolved, and since CVS's response does not appear to address the issue I raised in my complaint, I feel I must reject CVS's response.

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:12/07/2023
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 daughter's Humira injections are expensive specialty medications. I have been communicating with a spoc **** and most recently spoke to her supervisor ******. My bank account has been charged two different amounts above what I was quoted for my daughter's most recent fill for ******. I left a message requesting a receipt for the payments I have made and have heard nothing from this special point of contact or her supervisor. Thankfully ****** will reimburse me the money that I pay out of pocket but getting the necessary documents or explanations from CVS has been impossible. It's a disgrace that a message left for the manager has been left unattended to. To close, I need an explanation why my card was charged $2333.38 when. $2221.48bwas quoted. Plus I need a receipt asap.
Business Response
Date: 12/26/2023
Good Afternoon,
Please find our response to complaint #********.
Initial Complaint
Date:12/04/2023
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 been entirely unable to find an answer to a simple question about how to ensure my mail order maintenance medication will consistently arrive without delays resulting in me needing to go without medication every single time a refill is needed. I have called and messaged through the website interface and, even when the script is submitted in advance, I have not received a timely refill yet in 2023. Sometimes, the script will go "on hold" without explanation. Other times, there will be some creative reason for why the doctor must answer additional questions. Or, the script expires before the refill can be filled. Each experience is unique but the constant in the scenario is that I will be without necessary maintenance medication for weeks or longer with each refill. I only need to know the exact process and timing to submit the request and can ensure my doctor doesn't submit too early or too late. I realize that CVS Caremark mail order desires to save costs and one way to do this is to avoid filling scripts. And if they can delay 1 week for each refill, they will have saved a full month of medication each year. But this is just unreasonable and people need to know how the process works with enough transparency that they can reasonably receive necessary medications.
Business Response
Date: 12/15/2023
Good Afternoon,
Please see our response to Case # ******** *********************************.

Customer Answer
Date: 12/18/2023
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.
While the response provided mirrors some of the excuses I have received for medication delays, they still don't address the question of how I can ensure uninterrupted supply in the future. How many days before I require a refill must my doctor submit a script and what additional details need to be included. The latest delay involved me needing to call and confirm my address even though it hasn't changed for 6+ years. Had I known this was a hurdle that would cause delays, I could have been proactive and provided that information earlier in the process. I still am without medication as of December 18. I only want to know exact steps on how to ensure the next time won't be delayed. What can I do to ensure I get my medication on time and without unnecessary delays the next time?

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,
Melody

Business Response
Date: 12/19/2023
Good Afternoon,
Please see our response to complaint # ********.
Customer Answer
Date: 12/20/2023
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.
The most recent response indicates that the prescriber would have that range [of 30 days] prior to the member running out of medication in which to submit a new prescription. This is yet another disingenuous response and still does not address the question of how I can ensure uninterrupted supply of my maintenance medication via the mail order process.
In June, the prescriber submitted a script (order #**********) about 90 days from the prior script submission and CVS Caremark put the script on hold stating that it's too soon to refill your prescription." Presumably because the script had been FILLED approximately 87 days earlier, it could not enter the process until 90 days from the FILL date. Notably, the hold on the order mentioned above was not released when the 90 days had expired but instead was stuck on hold until I called multiple times (at which point I was completely out of medication again and we were well beyond the 90-day from FILL date).
I was asking for exact guidance on how to ensure uninterrupted supply of my maintenance medication using the seemingly mandatory mail order path, but the answer has become clear.It is impossible for my supply to be uninterrupted with the mail order pharmacy who is unwilling/unable to fill this particular script at the 90-day point because they can/will only initiate an order on/after the 90 day point (from prior fill, not from prior script submission) and orders are never processed immediately.
Thus, I would like to amend the complaint to ask CVS Caremark to not communicate mandatory mail order for all maintenance medications which cannot possibly be filled without interruption. It is reckless and dangerous to routinely cause customers to abruptly stop and (later) restart medication with each 90-day supply.
Additionally, I would like reassurance that I will not be denied insurance coverage for any scripts filled by the local pharmacy (potentially a CVS competitor) who CAN fill the script and provide me with the medication on the day my doctor submits it (90 days from the prior FILL date). Insurance coverage should NOT be dependent on routinely abruptly stopping medication for each refill (i.e., mail order). And similarly, insurance coverage of necessary medication should NOT be dependent on local retail CVS pharmacies willingness to stock relevant medications when their competitors have no issues with supply of the exact same medication (CVS pharmacies covered by other retail pharmacies apparently excluded from coverage).
Lastly,I would like CVS to communicate to the entire class of CVS Caremark Mail Order customers who cannot possibly have uninterrupted supplies of their respective maintenance medications (because of this systematic issue) that their supply will NEVER be uninterrupted with the mail order program and that they will need to seek out local pharmacies if they wish to avoid abruptly stopping and restarting medication with each script filled by CVS mail order.

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,
Melody
Initial Complaint
Date:12/04/2023
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.
Hello! I have ulcerative colitis and receive shots of the drug Stelara. When I was getting my loading dose of Stelara in March (first dose, as I was switching off an older medication), I was billed around $26,000 dollars for in-patient care. Insurance and ******* (medication provider) managed to knock this value down to around $700. Because this is still out of my budget, I reached out to ******* requesting a one-time exception credit to my account to cover the remaining bill. Typically, ******* allots a certain amount of funds per year on a card ("Stelara card") that you can use to pay your bill. When funds on that card run out, bills go to a group called Prudent who will cover the remaining cost. Funds on my card had run out, so I had to rely on this special credit. ******* agreed to provide this special credit for medical bill and said they'd notify me when the credit was posted so I could pay the hospital. Several months passed. During this time, I was ordering my Stelara every 8 weeks for self-administered infusion. After a while, the hospital notified me they were going to send me to collections for the $700, so I followed up with ******* to see if they administered the exception credit. They had (and failed to call me), however CVS withdrew that special credit to pay for my regular dose of Stelara. They were not supposed to do this as these funds were granted via a special process only for my hospital bill. I have spent around 20 hours on the phone between CVS, *******, and Prudent. ******* and ******* both insist that CVS must reimburse my funds and retroactively charge the bill to *******, who will cover the $700 bill. In the months I have been calling, CVS has been anything but straightforward, refusing to correct their mistake and telling me to call ******* and *******. I've experienced them hanging up on me, saying they'll follow-up but never do, and more. I paid my bill to not impact my credit score, but am begging for help securing a reimbursement
Business Response
Date: 12/19/2023
Good Afternoon,
Please see our response to Complaint # ******** for *****************
Initial Complaint
Date:12/01/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please get this complaint to someone in IT that works with the CVS Caremark iOS app in the Apple App Store! I started a new job and in August which uses CVS Caremark for pharmacy benefits. I registered for an account with ********************** and downloaded the app from the App Store to my iPhone. I am able to log in to caremark.com and use the site successfully. I am able to log in to the app on my iPhone but once I login nothing works. When I tap on View ID Card it says "We're sorry! The service is temporarily unavailable" and then it says in red to enter a valid email address, address, city, state, and ZIP code. If I tap on Check Drug Costs it says "Patient information unavailable." The app has been deleted and reinstalled several times and it doesn't work on my wife's iPhone or our iPad. I have also gotten a new iPhone and it doesn't work on that either. This seems to be an issue with our account in the backend on the server since it doesn't work on ANY device. I have called customer care and they won't help me. They said that I needed to submit a support ticket using the Web and Account Support section of their website which I have done that twice months ago with NO RESPONSE.
Customer Answer
Date: 12/12/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 12/14/2023
Good Afternoon,
Please see a response to Case # ******** ********************************
Customer Answer
Date: 12/26/2023
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.
While I have received communication from Caremark stating that they are researching the problem, it still isnt fixed so that is the reason for not wanting to close the case yet.

Business Response
Date: 01/10/2024
Good Afternoon,
Please see our response.
Initial Complaint
Date:12/01/2023
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.
On 10/1/2023, Caremark added all medications approved for weight loss to their exclusion list. There are no lower cost alternatives, and this leaves an entire group of patients with a serious condition (obesity and/or diabetes) without ANY coverage for the life saving medication we need. The medication costs too much for most people to be able to afford it on their own. Instead of trying to negotiate a price with the drug companies, Caremark just opted to exclude all medications and leave the patients without any other options. Most people who seek treatment for obesity have tried diets and exercise to reduce their weight, and most have failed time and time again. For most who seek medication, this is the last hope before considering risky surgical alternatives, or just resigning to die young due to heart disease, diabetes, stroke or many of the other issues that plague them. It seems that the decision to exclude all weight management drugs was based primarily on greed and demand for the drugs. Its shameful that Caremark would put profits ahead of life saving medicines for the patients who need them.
Business Response
Date: 12/15/2023
Good Morning,
Please see our response to BBB Case # ******** ****************************
Initial Complaint
Date:11/28/2023
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 prescription Dexilant for several years for severe acid reflux. My physician wrote a prescription for me to continue taking this medication and CVS Caremark said that it needed prior authorization. My physician did everything that was asked of him and the prior authorization was denied. This is not the first time that this has happened with this prescription and I have already been forced to take a different medication that did not work for me. Now Caremark is refusing to cover my prescription until I try the alternative medication again. I have been with my medication for 2 weeks now and it is causing me a great deal of pain as well as made me unable to eat any solid food. When I contacted Caremark I was told that their team denied my medication. No one on this team has ever seen me as a patient and they should know that I have tried other medications because they are the ones that forced me through this pain before.
Customer Answer
Date: 12/13/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 12/13/2023
Good Afternoon,
Please see our respnse to Case # ******** for ****************************
Initial Complaint
Date:11/27/2023
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 tried the genetic version of Bystolic and it's not controlling my palpitation. The doctor agreed that I needed to go back to Bystolic and filled the prescription as to name brand and no generic.The last 3 months supply I paid $15 and prior to that I believe $57. I am totally out of medication and went to pick up my 3 month supply and was told that it is 277.00.I need to fill the genetic. When did CVS determines my health care?I have gone to the pharmacy and have been on the phone trying to resolve this issue without any success.Very dissatisfied. They are playing with my life.
Business Response
Date: 12/13/2023
Good Afternoon,
Please see our response to case # ******** for ************************************
Initial Complaint
Date:11/22/2023
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.
CVS Caremark has raised the price of my ** pay during a non open enrollment time. With no answers to why.
Business Response
Date: 12/05/2023
Good Morning,
Please see our response to Case #: ******** ****************************
Initial Complaint
Date:11/22/2023
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.
I ordered a prescription refill from CVS Care mart and they would give me a 90 supply and they would charge me $100.00. I received a package in the mail that was a 30 day supply but they charged me $100.00. I called them and they informed that they charge the same amount whether it is 30 or 90 days. I called my Discover card and I disputed the charge. Then I received a bill from CVS Care Mart in the amount of $100.00. They did tell me that they would escalate my complaint to management. I have not heard anything from management. I would like for them to give me what I have ordered in the first place.
Business Response
Date: 11/30/2023
We are unable to assist, at this time, as we do not show a transaction in the amount of $100 was charged to your credit card. Please provide the order number to research your complaint.

Thank you.

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CVS Caremark is NOT a BBB Accredited Business.