Complaints

This profile includes complaints for CVS Caremark's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  242 5th Ave Pittsburgh, PA 15222

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  5703 Steubenville Pike Mc Kees Rocks, PA 15136

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

• Initial Complaint

  Date:11/20/2023

  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.

  This complaint is in regards to CVS/Caremark mail order pharmacy failure to provide legitimately prescribed medications on a timely basis and repeated attempts by my wife to resolve issues that she has previously been told had been resolved. We began pursing a vacation override for newly prescribed heart medication on Nov. 3, 2023. CVS/Caremark policy says that vacation overrides cannot be requested any more than 14 days from departure. We called on Nov. 10 and requested the override. We were told that CVS/Caremark needed to be contacted by our physicians office. This was done twice and yet we were constantly told that the issue was resolved and then that it was not resolved. My wife called on Tuesday, Nov. 14, the doctors office called a second time on Thursday, Nov. 16, and we again on Friday, Nov. 17 and were told the issues were resolved and we called again today, Monday, Nov. 20 and were told that the issues would be resolved again. At this point, receipt of the medication is questionable in that we are leaving the country on Saturday, Nov. 24. This is a medically necessary heart medication and CVS/Caremark has failed to provide it although it is properly prescribed and covered by our health insurance. Up to now, we have been very satisfied with CVS/Caremark customer service but this is a failure that was preventable and serious.

  Business Response

  Date: 11/28/2023

  We are unable to assist, at this time, as the medication name was not provided.  We require the medication name to research your complaint.
  

  Thank you.

  Customer Answer

  Date: 11/29/2023

  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.

  CVS/Caremark requested the exact name of the medication in question. It is:

  Sotalol 120mg. 

   

  
  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: 11/29/2023

  The member's spouse spoke with a ************* Representative on November 3, 2023 to request a vacation override; however, they were advised the request has to be 14 days prior to the departure date.

  The member's spouse spoke with a ************* Representative on November 10, 2023 stating a prescription was needed for a six month supply as they would be traveling out of the country; a request was submitted to obtain a prescription from the prescriber.  A fax was sent to the prescriber's office on November 13, 2023 and November 14, 2023; however, the order was canceled on November 15, 2023 as a response was not provided by the prescriber.
  

  The member's spouse spoke with a ************* Representative on November 13, 2023 regarding the status of the order.
  

  The member's spouse spoke with a ************* Representative on November 17, 2023 regarding the status of the order.
  

  On November 17, 2023, a new prescription was received via telephone for 360 quantity for a 180 day supply; the order shipped on November 20, 2023.
  

  The member's spouse spoke with a ************* Representative on November 20, 2023 to confirm the order would be delivered prior to their departure date of November 24, 2023; your spouse was advised the order was shipped Urgent Next Day.
  

  Based on the tracking number provided by the shipping carrier, the order was delivered on November 21, 2023.
  
  
  
  Thank you.

• Initial Complaint

  Date:11/18/2023

  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 11/16 I went to go pick up my prescription from Kroger pharmacy. I get there and y'all wouldn't believe this lady told me my prescription all of a sudden will cost me over ****** for a 30 day supply for my Ozempic I have been taking for months for my insulin. I have barely been paying nothing due to my other insurance. When my other insurance stopped i was paying 150 copay for a 30 day supply through GEHA. I call CVS caremark today at approximately 4:45 pm est on 11/16 and spoke to ******* and she tells me that GEHA "urges" me to use the CVS caremark 90 day plan for 350!!! Who the h*** has 350 to give at once!!!! This company is penalizing me for not using THEIR CVS caremark for a "maintenance" drug. Mind you I have been on other maintenance medication while having GEHA plan the last 3 years and they NEVER forced me to use their CVS caremark pharmacy. I mean never. All of a sudden out the blue my medication is "maintenance" and I have to use THEIR pharmacy and NOT my usual Kroger pharmacy I have been going to for a decade or I will be forced and penalized to pay over 400 for a 30 day supply! Like what benefit are you all getting from this? This sounds like some very funny and slick stuff and more like fraud. I will be reporting this to the ************************* and the ************ of ********* Management) for yall unethical practices where yall are forcing customers to use your CVS caremark pharmacy or else you will penalized. This is sickening

  Business Response

  Date: 12/04/2023

  Good Afternoon, 

  Please see our response to Case #: ******** for ***********************

   

• Initial Complaint

  Date:11/17/2023

  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 having my prescriptions filled and refilled for years and having them filled with 90 day supplies. This has been done through my insurance provider in the past when CVS, ********** Exprescripts, and others have been the primary medication providers. With these providers, I could also get 90 day medication supplies using GoodRx without any issues. This helped out with medication costs. Now that CVS/Caremark is the primary medication provider, they will not allow me to get 90 day medication supplies through anyone but them. CVS/Caremark will only let my doctors issue 30 day medication supplies if it is not done through CVS/Caremark or CVS.How does CVS/Caremark have the authority to take control over a persons medication provider and only allow 30 day medication supplies unless the medication is purchased through them.

  Business Response

  Date: 12/01/2023

  Good Afternoon, 

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

   

• Initial Complaint

  Date:11/14/2023

  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 prescribed a medication (Lupron Depot) that CVS Specialty is stating that they need prior authorization for. I have BCBS Major Medical and CVS Caremark. My doctor requested a prior authorization for the medication and less than a week later I received a copy of an approval letter from CVS Caremark with a prior authorization number. I contacted CVS Specialty and gave them the information as well as the doctors ****** faxing it to them multiple times. CVS specialty is saying that they want a PA through my major medical. I just got off the phone and they are saying that I do not need one due to the type of plan I have. I have been on the phone between the doctor's ****** and CVS Specialty for multiple hours over the last three and a half weeks trying to resolve this. CVS is withholding the medication even though they have all of the information they need. Last Friday I spoke with a customer service rep, her supervisor (********), and her supervisor ****. None of them could help. They are saying that they have reached out to the doctor's ******. ******** stated that they only put it through the system and do not make calls to the insurance. **** stated that they made calls to my insurance but could not provide dates, times, or names of those they spoke with. ******** also told me I should just go to the doctor to get a sample of the medication. Yesterday afternoon I was on the phone with BCBS and a rep from CVS Caremark who both see the prior authorization but when they connected me with *** at CVS Specialty, she refused to do anything and kept talking over me. When I asked her to please let me finish, she hung up on me. I was on the phone for two and a half hours I lost the connection. They keep telling me they will have someone call me back and they never do. I need an urgent resolve on this matter.

  Business Response

  Date: 11/29/2023

  Good Afternoon, 

  Please see our response to BBB Case # ******** for ****************************  

   

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS Caremark will not fill the prescription for my daughter's maintenance inhaler, instead replacing it with a rescue inhaler - which is a completely different type of medication used for a completely different reason. If I had not been knowledgeable about the medications, I would have given my child an incorrect medication because CVS Caremark doesn't want to pay for the correct inhaler medication. They are practicing medicine without a license by changing medications for patients with whom they have not seen or cared for.

  Business Response

  Date: 11/30/2023

  Good Afternoon, 

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

   

  Customer Answer

  Date: 02/07/2024

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

  On February 4, 2024, I attempted to fill a prescription for Cetirizine for my child. The prescription was no longer covered by my insurance. I was then charged MORE money for the medicine than what I would have been charged if I had walked up and purchased the medicine over-the-counter. The pharmacist had no idea why and was completely rude about the scenario. This was one of countless bad experiences I'd had at this particular pharmacy. I decided to get my prescriptions switched to a different store, ********** I called ********* and they said they would call CVS and get our profiles switched. When they did, the same pharmacist at CVS lied and told ********* "their fax machine was down". I called to see if the fax machine was down. It was not. I asked her to transfer my profiles to ********* and she said she was "not wasting her time" and hung up on me. 

  Business Response

  Date: 02/16/2024

  Good Afternoon,

  Please see our response to BBB Complaint # ********.

   

• Initial Complaint

  Date:11/09/2023

  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.

  On 7/1/23, my new benefits plan took effect. On 7/10, I dropped off a prescription refill at my pharmacy. I picked up the prescription on 7/18 at 11:04am. I was charged $130 which aligned with a $30 copay and the $100 deductible from my new prescription coverage. On 9/21/23 I filled a different prescription and was charged the deductible again. My plan has a single $100 prescription deductible, so this was an error and I called CVS Caremark on 9/25. The rep told me that I had a $200 family plan deductible. I informed them that I pay the individual plan. Calls to my HR/Benefits department supported that I have an individual plan, so we called Caremark again and were told they made a mistake and to submit a reimbursement claim. I did this. It was rejected with the code "too soon." I called to inquire since refill timing was never mentioned in any calls or instructions for the claim. I called Caremark on 10/11/23; I was told that my claim was rejected because my pharmacy reversed my prescription claim, which indicated the medication was reshelved and not picked up. Credit card statements, CVS receipts, the prescription package, and a patient profile printout all prove I picked up the medication and paid $130. I was told to file a new reimbursement claim and to attach the payment/pickup evidence. I submitted this; my claim was rejected. This time with the code 83 Duplicate Paid/Capt Claim. I called Caremark. I was told their computers show no evidence of processing my prescription. I asked to elevate the call. A rep called the next day and said my prescription was too soon to refill and she didn't know why no one informed me of that. She stated it was not covered by Caremark insurance and I paid full price. I called my pharmacy. Full price is $412. I paid $130- copay+deductible. It was deceptive practice when they failed to inform me it was too soon. It was factually incorrect to state I paid full price without insurance. I want the deductible refunded.

  Business Response

  Date: 11/29/2023

  Good Afternoon, 

  Please see our response to BBB Case ******** for ************************** 

   

• Initial Complaint

  Date:11/08/2023

  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 received three shots from CVS Specialty Pharmacy, on dates 12/30/22, 1/6/23, and 2/1/23. Each time I ordered a shot, I was required to provide payment before the shot would ship. They do not ship without this. For the 12/30/22 order, I provided my HSA card number and was charged. I received the shot.For the 1/6/23 order, I provided an AMEX and again received the shot.For the 2/1/23 order, I again provided my HSA, with a new year and new balance, and again received the shot. For an unknown reason, CVS refunded my 12/30 order, and then charged my 1/6 order on my HSA card. Because this was now a new year that they charged my card, I could not apply this shot to my 2022 funds because of HSA regulations. They also charged a completely different card than I had authorized for that transaction. They then charged my 2/1 to the ***** again, using a completely different card than what had been authorized. I then got incessant bills for all three transactions, even though I had paid in full, else wise would not have received the shots. I provided proof for payment to CVS multiple times and was told they have no idea what happened, would escalate, and then would get back to me. They never got back to me and kept sending me bills for things that are still on my cards. I then 9/10/23 got a collections notice from Revco Solutions looking for payment for 12/30 and 2/1, both of which are paid, and for which I never received followup. I need this resolved quickly and efficiently, and any debt cleared with Revco. The level of unprofessionalism that occured here is completely unacceptable and I will not be overcharged when I have done everything to comply with their (obviously flawed) process.

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  BBB serving Eastern *************, *****, ************, and *******
  *******************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  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 November 9, 2023. Thank you for the opportunity to address the beneficiarys concerns.
  
  Upon review, $227.75 has been refunded to the *** card on file and the other $227.75 has been removed from the members account. We contacted the collection agency to ensure that the balance was removed from collections. The member has a $0 balance on their account.
  
  We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  
  Sincerely,
  *****************************
  Member Advocate

• Initial Complaint

  Date:11/08/2023

  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.

  I always get a 90 day rx of my medication, my provider had initially sent over a 30 day but then resent a 90 day which was filled back in August, instead of contacting my dr for a 90 day rx they filled it for *************************** $50 when I could get a 90 day for the same price. When I contacted them I was advised that they cant reverse the claim because the label was already printed. Looking at the medication confirmation it hasnt even been shipped yet, I advised I wanted claim reversed, they declined, I advised I would reject the shipment if it came and was told thats fine but I wont get my money back. All I wanted was for the claim to be reversed and filled for 90 days but was told no, when I asked for a supervisor above that one I was told no that they wont transfer me and wont reverse the claim. This is unacceptable especially considering the financial crisis many of us are facing including myself as a single parent. I even asked if they would be willing to send the other 60 days once they received the rx from the dr and they said no! If I go to a pharmacy and dont pick up the medication it gets reversed but Im at caremarks mercy because they are the pharmacy benefit manager my employer has chosen to use. I would like them to send me the 60 days once they receive the prescription from the provider without charging me additional funds.

  Business Response

  Date: 11/17/2023

  Good Afternoon, please see our response to Complaint ID: ******** - ***********************.

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/31/23 I visited my family doctor for my annual checkup. During that visit he noticed my blood pressure was high and prescribed (isinopril/hydroCHLOROthiazide ***** mg per tablet). That prescription was made electronically to Caremark (per **************** protocol). I received an email from Carmark 4hrs later indicating they were processing my prescription and that there was nothing I needed to do at that point in time. The email I received didnt suggest or show where my script was being sent. There was no mention to verify address to ensure the prescription was going to the correct address. It didnt occur to me until after the order shipped that the last time I was on prescription medicine I was living at my old address. Given that the prescription cost just over $1, I asked my doctor if he would just resubmit the prescription so that it could be mailed to the correct address, which he did on 11/1. I have been in contact with Caremark three times since 11/1 to inquire about the status of my order since I havent received any indication that it was being processed. Each time I received different responses, but was always told I would have to wait a *** of 48hrs to allow for system processing. Its now 11/4 and I still havent received any indication that my order will be processed. In fact, theyve acknowledged that they are trying to work with **** to reroute my prescription, which I have zero confidence in. Not to mention, while this happens I dont have any medicine. See attachment for more detail. All I want is my prescription processed.

• Initial Complaint

  Date:11/03/2023

  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 Anthem, Family plan that includes medical and pharmacy. CVS Caremark is the in-network pharmacy. I met our out of pocket family deductible of $5,200 Out of pocket in-network maximum. Several time this year. Then Anthem says I haven't met the decidable weeks later. I once again hit the deductible on 10-10-23. This shows that Anthem should be paying 100% coverage,Two weeks after I hit my OOP I send everyone in the family to the dermatologist bc its now free. I go to pick up the ** the Doc prescribed and it was $350. I call Caremark and they say I haven't hit my deductible (still short $2600 to hit my deductible of $3,200) I call Anthem, they confirm I have hit my deductible and out of pocket **** I get Anthem and Caremark on the phone together. Anthem confirms to Caremark that the deductible has been met. Caremark opens a case to "investigate" They claim they get updated info from Anthem on Thursday nights and Friday morning it will be fixed. It has been 4 thursdays since I got this information. Caremark said it could take 15 business days. Today is business day 13. I called yesterday and nothing has been fixed. I think I have been over paying for my prescriptions for months and I want my money. Even after they put a "Zero charge" note on my account I am still paying money to get my prescriptions.How do I go about getting a full accounting done to make sure I get reimbursed for all the ** I have been paying full price for?

  Business Response

  Date: 11/13/2023

  November 13, 2023
  
  BBB serving Eastern *************, *****, ************, and *******
  *******************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  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 November 8, 2023. Thank you for the opportunity to address the beneficiarys concerns.
  
  
  The beneficiary reached out to their Concierge on October 16, 2023, who made contact with Anthem. Anthem is working to correct the issue. The beneficiary will be notified once the issue is resolved.
  
  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