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.
163 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:10/06/2023
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.
It is my 3rd CVS complaint.3 weeks waiting for my medication as usual. Someone from CVS called me a week ago saying he was going to take care of me personally after my BBB complaint. I received a ******* from CVS saying that I need my insurance information and then when ****** called me I told him hay which he was not aware of it but took my insurance info under my request and then he kept saying that CVS has not received my prescription. It has been 3 weeks that I am asking it to my doctor and he keeps resending it to CVS and CVS keeps blaming him. Yesterday I reported the medical company that takes care of my PREP to the US health departamento and human rights and then My doctor sent me a ******* that they have sent my prescription 5 times to CVS and he called yesterday and a woman told him that they have my prescription and my insurance eis missing. Guess what? Called CVS today, spoke with manager and again he said CVS does not have my prescription. CVS always give diferente information. See my doctor ******* attached. 3 weeks without my PrEP due this awful company.They put peoples life at risk.
Business Response
Date: 10/18/2023
Good Afternoon,
Please see our response to BBB Complaint # ********.
Initial Complaint
Date:10/05/2023
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.
CVS Caremark has not been transparent in coverage or prior authorization policies. They lost patient data after transitioning and outsourcing services to different groups and they do not provide customer claim numbers for issues, making it impossible to follow up on a customer complaint when an issue hasnt been resolved. Since switching to CVS Caremark in Aug 22, Caremark outsourced patient data and used at least three different prior-authorization groups. During each switch, my personal patient data was lost. As a result, I had to go through the prior authorization process again, I received inaccurate medication amounts, and I had to follow new prior-authorization policies that were not previously shared (or present). No notice or information was shared with me or with my doctor about the changes in policies or the changes in contact information for prior-authorizations. The group that was previously handling claims did not forward any information to the new group that was handling them. They lost my information. The main customer service support staff could not access any information about prior-authorizations or see my information. There were no claim numbers or names provided, so there was no record or notes for new customer support staff to review when I called. This resulted in: my doctor repeatedly sending information to the wrong number; lost time in navigating customer service calls with reps who had no record or notes to consult when either my doctor or I called; frequent misinformation and confusion from Caremark customer service reps over policies; and no ability to file a complaint over mismanagement and loss of patient information.
Business Response
Date: 10/17/2023
October 17, 2023

BBB serving Eastern *************, *****, ************, and *******
************************************************************************************************************************-4705

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on October 11, 2023. Thank you for the opportunity to address the members concern.

CVS Caremark has two systems to review coverage request. On November 19, ****************************************************************************** question that was approved for 12 months. On June 30, 2023 the members profile was transitioned to the 2nd system and the member continued to received paid claims without issue. On October 6, 2023 the prescriber submitted a coverage request for the medication that was approved for 12 months, as the previous approval duration was set to expire.

Regarding the quantity concern, the approval allows a quantity of 16 per ************************************************************* September as it was too soon to fill the full quantity from the previous fill date. Caremarks records indicate a paid claim for the medication for the full quantity of 16 for a 30-day supply on October 11, 2023.

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:10/03/2023
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.
have been working CVS Caremarket since September 9th I then was supposed be paid September 22nd I didn't receive my pay I then was told I receive an emergency pay I am now on 4 weeks working with no pay I am now behind on bills and rent because of this
Business Response
Date: 10/11/2023
October 11, 2023

BBB serving Eastern *************, *****, ************, and *******
*******************************************************

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on October 7, 2023,2023. Thank you for the opportunity to address the beneficiarys concerns.

Colleagues can call CVS Healths HR ************** at ************** for assistance with payroll.

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:10/02/2023
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.
Every month both of my sons take ADHD medicine. We have to use the mail order for one of my children because local pharmacies are unable to get ahold of the dosage needed. The normal price of RX is $120.39 for a 30 day supply. on 7/20/23 they charged us $248.74 for the same RX because they were unable to fill a 54 mg dose so instead gave us 60 of the 27 mg to cover the monthly RX. The price should not double because they could not fill the original dosage. I tried speaking with a representative in regards to this on 10/2/2023 at 4:00 pm and she said that's the price of 60 pills. That's what you have to pay. This is predatory practice and not ok.
Business Response
Date: 10/17/2023
October 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 October 8, 2023. Thank you for the opportunity to address the beneficiarys concerns.

The prescription was filled according to plan design. The member can view plan information at Caremark.com. The higher dose tablets were out of stock at the pharmacy.

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:09/29/2023
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.
I requested my refill of medication on 8/20/23. The request showed in processing with a projected shipping date later in the week. This date kept pushing a week further every time the projected day passed. After a month I had now missed two weeks of medication that I am not supposed to be off of. When I contacted no one could tell me why it hadnt shipped, finally one person saw I had no payment on file. She added it and I said it would ship in a few days. When it hadnt I contacted my doctor who gave me a sample of a different medication she had on hand, and changed me to that medicine. A week and a half later the original medication arrived. So I ordered 8/20/23 and the medication arrived 9/26/23. In what world is it ok for a medication to take almost 6 weeks to come? I now have $130 of medication that I no longer take just sitting on my counter.
Customer Answer
Date: 10/09/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 10/11/2023
October 11, 2023

BBB serving Eastern *************, *****, ************, and *******
*******************************************************

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of ********************** System health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on October 4, 2023. Thank you for the opportunity to address the beneficiarys concerns.

Upon review, a return shipping label has been mailed to the member; **** tracking number **********************************. Once the medication is returned, received,and processed, a refund will be issued for the member.

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:09/28/2023
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.
First I am forced to purchase more expensive 90 day refills opposed to picking up my medication at ********** Then they stopped covering ozempic suddenly which I use to treat my prediabetes. I have no way of opting out of mail order and I do not want mail order service. I also feel they do not care it's all about money to them.
Customer Answer
Date: 10/09/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 10/16/2023
October 16, 2023

BBB serving Eastern *************, *****, ************, and *******
************************************************************************************************************************-4705

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on October 3, 2023. Thank you for the opportunity to address the members concern.

Upon review, we have confirmed that the members Plan has a plan design for maintenance medications that allows two 30-day ***** fills at any in-network retail pharmacy. Once the ***** fills have been met, members must fill their maintenance prescription medications at 90-day fills through CVS Pharmacy or Caremark mail order delivery.

On September 1, 2023, the Plan changed the coverage for the prescription medication Ozempic, requiring a prior authorization that meets certain criteria for which the medication is prescribed. The members coverage for ******* was denied because the prescription did not meet the criteria established by the Plan. Should the member continue to be unhappy with her Plans plan design, she may contact the Plan at **************.

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: 10/16/2023
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.
[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:09/26/2023
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.
Every 3 months when I have to retake my prep exams and then refill my medicine it is a nightmare. It takes around 3 weeks (I am without the medication) going back and forth with CVS to get it! First they say that they did not receive my new prescription and then they keep asking to update my insurance information. I am tired and I am going to change my healthy insurance (anthem) just because they obligate me to deal with CVS. It is the second week at this time that I am trying to get my medication And nothing. Called the Pharmacy customer care to update my ********************** info again and I was told that I have to call local CVS even filling it online. Called and no one helped me. Meaning without medication and I am giving up. I will not spend hours of my Days every 3 months begging to receive my Medication . I will be waiting them to send and if they do not do it in the next week, legal action will be taken since I am at risk and not taking my medication. Due this awful company.
Business Response
Date: 10/09/2023
Good Afternoon,
Please see our response to Complaint ******** for ******************************
Initial Complaint
Date:09/25/2023
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 June 4th, 2023 -CVS shipped medication without applying insurance and jansenn care assistance program was not applied for payment. I was unaware the medication was being shipped. Medication was returned on July 18,2023 via Fed Ex and signature obtained to confirm ****************** of medication back to pharmacy. I have spoken to them numerous times and they have not resolved the billing issue and balance of $ ****** on my account. I no longer use CVS specialty for any mediations. RX ******** - Order ********* I want this resolved asap.
Customer Answer
Date: 10/06/2023
I have not heard from the business in response to my complaint. Many months ago I spoke to numerous people about trying to get the account balance resolved to no avail. I fear that they are going to send my account to collections. I really need this resolved.
Business Response
Date: 10/10/2023
Good Afternoon,
Please see our response to BBB Complaint #******** for ****************************

Customer Answer
Date: 10/11/2023
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.

As you can see I have logged into the account this morning & there is a *************** stamp at the top. This account still has a balance. I want that balance corrected because I do not owe it. I am filing a complaint with the ************************* this morning. I have attached details of the account balance not being resolved. Thank you
[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,
Annessia

Business Response
Date: 10/24/2023
Good Afternoon,
Please see our Response to BBB Complaint #******** for ****************************
Initial Complaint
Date:09/22/2023
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.
Caremark keeps messing up my prescriptions, and failing to send medicines that are vital to my survival. Recently I received a message from caremark that they were refusing to send a medicine because they were waiting for more information from my doctor. I contacted my doctor, and she said she then talked to them, but they didn't need any information. Caremark is still refusing to send the medicine. I need this medicine to prevent my death. Caremark needs to fix their systems and deliver people's critical medicines! So much doctor **** is wasted because caremark is incompetent at delivering medicine.
Business Response
Date: 10/09/2023
Good Afternoon,
Please see our response to Complaint # ******** for ****************************

Customer Answer
Date: 10/10/2023
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.
My provider claims that they talked with CVS and provided all information requested. This has been an ongoing issue with CVS failing to deliver my medications, and always claiming it is the doctors fault. I just need my medicine to survive. A company that delivers life critical medicine needs to take its job seriously.

I also called a CVS Caremark rep, and they said everything is all set. No action needed; no information needed from the doctor. Yet I still don't see the medication listed on the site for my page. So I still have no idea if I will ever be delivered the medicine I need to survive, or if CVS Caremark will flake yet again in sending my medication on 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,
*****

Business Response
Date: 10/10/2023
Good Afternoon,
Please see our response to BBB Complaint # ********, Rebuttal.

Customer Answer
Date: 10/14/2023
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.
This is not the prescription I was concerned with. Its been an on-going issue, with CVS Caremark continually failing to provide my medications.

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:09/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had many ongoing issues with CVS caremark mail orders and each time I call I end up on the phone with several representatives for over an hour and nothing ever gets accomplished. In the past they have filled my sons' wrong prescription toothpaste which cost more than the brand that is fully covered. After this mistake was made several times, I informed the representatives at CVS caremark mail order to never fill a script that has a charge without my consent. This continued to occur and I repeated the same conversation to not fill anything with a charge. Last week this same instance occurred with my Nurtec prescription. Without me knowing they sent this prescription to me and charged me $50. When I saw the charge I immediately called and spoke to a representative. I could not understand why they charged me this when it is completely free at Publix and that they were told on numerous occasions to never fill ones with a cost. The rep was so focused on telling me that Publix must have used a coupon bc it would not be free that I was once again on the phone for over an hour. I had the script transferred to publix bc it is in fact free there without any coupon. I asked for this to be escalated bc I stated many times I did not want anything filled that cost any amount of money without my consent. I was told they would look into this and pull several calls dating back to 2022 when this issue first occurred with the toothpaste. I had not heard anything back and called again last night. Same story... transferred to several reps, nothing got done, and i was told i would hear back later, NOTHING!
Customer Answer
Date: 10/01/2023
[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,

*****************************

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CVS Caremark is NOT a BBB Accredited Business.