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

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  620 Epsilon Dr Bldg S Pittsburgh, PA 15238

• 

  CVS Caremark

  200 E Plank Rd Altoona, PA 16602

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:09/20/2023

  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 divorced for 6 years. I have been paying cash for my prescriptions because CVS Caremark still says I am active when I try to get them filled so ******** wont cover them. Every time I have called time them they assure me its taken care of , but its not. I have two prescriptions I cant get filled that I need because I cant afford to pay for them. I even called ******** again today and they said CVS Caremark still shows me active I dont know what to do , *** spent hours on the phone with them and they tell me every time its taken care of but its not. Please help me get this resolved. Their phone number is ************. ******** is one of the names I have been dealing with.

  Business Response

  Date: 09/28/2023

  Good Afternoon, 
  
  Please see our response to BBB Complaint # ******** for *****************************.

• Initial Complaint

  Date:09/19/2023

  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 Caremark mail order pharmacy for my medications through my husband's insurance. I'm 49 and on SSD, I'm on many medications for many health problems. I haven't received any medications from them since the end of February 2023 ( I have had many of my packages stolen over the last several months, as well as others on the block). My meds were on auto renewal for every 90 days. Once June came around and I wasn't getting any meds, I had to have some meds refilled at local pharmacy. I've been in touch with Caremark every week since July, and still haven't gotten my meds. I've gotten text messages that my meds are on hold because of payment issues. I call them and they tell me I have a balance. I can't have a balance if I never received meds. Every week I have to repeat the situation and every week they file a report for the missing meds, then tell me ok we can refill it and it will show up on our system in ***** hrs and then packed to be shipped. They tell me no worries we'll ship even with balance. It's been 5 wks and still no meds. They won't let me fill at local pharmacy because they tell me it's mandatory that I use them. I have health problems that without my meds can lead to dire problems. I need my meds, and if they can't provide them I need to be able to get elsewhere at no additional costs. I'm contacting my husband's union to report this as well I'm hopes that someone can help me there to. My own fear is that I'm going to get very sick without my meds and possibly be hospitalized. I'm praying to avoid that.

  Business Response

  Date: 10/05/2023

  Good Afternoon, 

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

   

• Initial Complaint

  Date:09/17/2023

  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 have submitted a claim for reimbursement of a prescription medication that I have paid out of pocket for. I received a letter response indicating that they cannot proceed with my claim until I submit the information with compound information for the medication. After a lot of back and forth with the pharmacy I found out that Armour thyroid is not a compound medication. I called Caremark to remedy this so my claim can be further processed. I spoke to several people who were very unhelpful and rude. They werent listening to what i was explaining to be the issue and were quick to just offer to mail a claim form or just told me that they dont reimburse out of network claims. I offered to provide a reference number for my claim multiple times which they refused to use to look into the matter. When I reiterated that they weren't listening and are not being helpful I was finally transferred to *******. He immediately looked up my claim using the reference number offered. He explained that the claim has not been denied and was in limbo so wasn't showing under my name. He also understood that the medication I submitted for reimbursement was not a compound medication. He informed me that he would request someone from paper claims call me back by the end of the week to further assist me. Unfortunately, I have not received a call back from them. I paid for this medication in April and May of this year. I'm just trying to be reimbursed and its appalling how difficult Caremark is making this process. Also- Caremark really needs to improve their customer service!

  Customer Answer

  Date: 09/30/2023

  [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:09/16/2023

  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.

  Acct number *******. ********************** is changing me for medication from 9/13/22 and my insurance covered and they have also used 2 drug program cards to collect additional funds. They also attempted to charge my bank card without permission in Dec of 2022 for *******. They kept moving the bill forward until copay card paid and now I owe *******. They have sent it to a bill collector and they have the copay card numbers. I have to attempted to talk to them with no resolve.

  Customer Answer

  Date: 09/28/2023

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

  Business Response

  Date: 09/29/2023

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

   

   

  Customer Answer

  Date: 10/02/2023

  [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:09/15/2023

  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 contacted CVS Mail order to fill a 90-day supply of medication. When the medication arrived a week later by **** it was hot and rendered ineffective.CVS Mail order issued another other to have it overnight. Another week later and the medication still did not arrive from **** I asked that they allow me to pick up from my local CVS. I was then told that they could only give me an emergency supply for 30 days and that they could not ship out the 90-day supply. I have now been out of medication for 3 weeks. I will definitely be contacting an atty.

  Business Response

  Date: 09/28/2023

  Good Afternoon, 
  
  Please see our response to Complaint ID: ******** for ************************ 

• Initial Complaint

  Date:09/12/2023

  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 tried to send this complaint directly to the company but it failed to accept my insurance ID although I entered it correctly. I spoke to customer service twice and a manager once. All thanked me for using CVS Caremark as if they did not grasp the seriousness of my situation. This is not a complaint against a store. This is a complaint against cVS Caremark insurance. Your process of opting out of mail order is nonsensical and has delayed my anti-depressant refill by five days. When calling your service number it suggests going to the website where ALL services can be accessed. However, it does not state that one can only opt out via a telephone call. None of my prescriptions qualify for 90 day supplies yet you would not let my pharmacy fill my prescription because I erroneously thought how do I opt out of something I never opted in to? I realize that taking care of customer needs lies low on your priority list. But your opt out feature is dangerously close to a deceptive practice. Once I am back on my medication, I am going to contact the MA Attorney General. Putting my mental health at risk deserves some form of sanction.I am an intelligent person and the opt out makes no sense to me. I have no medications delivered by mail if I wanted mail delivery wouldnt I OPT IN?

  Customer Answer

  Date: 09/23/2023

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

  Business Response

  Date: 09/26/2023

  Good Afternoon, 

  Please see our Response to Case ******** for ************************** 

   

• Initial Complaint

  Date:09/10/2023

  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.

  Other employees that I work with are getting their mounjaro covered by our insurance . They have the same as it do and they did not have to get a ** to get this drug , I was the only one out of 4 people who had to get a ** . They do not have diabetes . The pharmacist said that on some people Caremark is asking for a ** and some they dont ask for one . I feel like I am being discriminated against !!

  Business Response

  Date: 09/20/2023

  Good Afternoon, 

  Please see our response to Response to BBB complaint ******** for ********************

   

• Initial Complaint

  Date:09/10/2023

  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.

  My son is prescribed a medication that he is supposed to take daily. A few months ago CVS caremark decided that they will only allow a 21 day supply of this medication. Since this is a controlled substance I have to have the doctor send in a prescription every month. I can't fill it for 21 days as the insurance only allows 30 pills in 30 days. So I have to fill 21 days and then called for a 9 day prescription. Every time this is an issue. I have spoke to caremark on numerous occasions and this was "overwritten" so that I will be allowed to fill 30 day prescription. Last month I tried to fill the prescription and was again told I cannot. I called caremark and again dealt with a run around. Finally they found the overwrite but told me that they don't know how to code this and to fill in for 21 days and within 7 they will have this corrected so that when I go to fill again I can get the 30 day supply. It is now 21 days... I have called and been promised a call back which I don't receive. My child is again without his medication. This is unacceptable.

  Business Response

  Date: 09/20/2023

  Good Afternoon, 

  Please see our response to complaint #********. 

   

• Initial Complaint

  Date:09/06/2023

  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.

  They sent me an open box product of dupixant on August 1st, 2023, which is a injection. I am not comfortable injecting this open box product into my body and they refuse to refund the product. They are charging me $3,659.68 for a defective product. I would just like to return the product and get the charge removed but they refuse to.

  Business Response

  Date: 09/14/2023

  Good Afternoon, 

  Please see our response to 20564771. 

   

  Customer Answer

  Date: 09/14/2023

  [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:09/06/2023

  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.

  I was getting an emergency inhaler called Albuteral Sulfate HFA HFA 200 (for Asthma) 3 units for a 90 day supply, on the website the last delivery was on 5/16/23. I had it set for renewal and auto refills, but sometime in June of 23 Caremark made changes to what they would cover, this I did not find out until repeated phone conversations I had with representatives from mid July till the end of August and which time I was able to connect my doctor with them to supply a new prescription for what they cover, Levalbuterol tartrate HFA 200. When I finally got my delivery it was for only 1 unit, not 3 and I had to call them back again on this same matter. Realize Ive missed 1 complete order of 3 units already and another that is due about this time (9/6/23), but I only have 1 total unit instead of 6. I now have to call my doctor back up to have him send a prescription for a 3 month supply. All of this because they made a change in what they cover and did not notify me about that change, they only had a notification on the website to have my doctor call them, but no mention of the change in what they cover and the need for a new prescription pertaining to the new medication. Here after at least 7 or 8 phone calls between my and my doctors office and Caremark I still do not have my proper dosage/medication. Today on 9/6/23 I talked with a ****** and she again is trying to push this mixup off of Caremark but they made the change in what they cover and did not provide a detailed notification of what changed and what needed to be done. This has caused me a lot of stress, but more importantly Ive been shorted so far 5 units in about 4 months and counting. If they make a change in what they cover they should be required to send a letter to the patient on the details of the change and what needed to be done so a patient will not lose any amount of medication. I ask that CVS/CAREMARK be required to do this in the future and in a timely matter.

  Customer Answer

  Date: 09/17/2023

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

   

  I have not heard from CVS/CAREMARK and I would like to see some action taken to hold them accountable for poor service that results in them withholding needed medication, and shorting what a patient is required to have for proper treatment.

  Business Response

  Date: 09/19/2023

  Good Afternoon, 

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