Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

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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

516 total complaints in the last 3 years.
164 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:08/22/2023
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 will not allow me to fill my prescriptions for medications I take daily at my local Rite Aid even though it is considered in network for my plan. They are demanding I get my life sustaining medications at CVS (I do not live near a CVS) or get mail order but in the winter when roads are bad, I do not receive deliveries due to my rural road conditions. I called the company for help and they took all my info and said someone would call me back by today but no one did. I had to pay out of pocket for my meds at Rite Aid until this is resolved and none of what I paid will go towards my out of pocket since I couldnt use their garbage insurance which I PAY MIGHTILY FOR! I am being discriminated against based on where I live and where they have stores since mail order will not be reliable for me and it should be illegal. If CVS Caremark does not resolve this issue I will be seeking an attorney for this matter. If Rite Aid is in network I should be able to get all my meds there. Period! Also has CVS Caremark even bothered to wonder why they have all 1 star reviews online?
Customer Answer
Date: 08/31/2023
Member ID **********
Customer Answer
Date: 09/10/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 09/27/2023
Good Afternoon,
Please see our response to complaint #********.
Initial Complaint
Date:08/22/2023
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.
The insurance company erroneously billed ** twice in January and the prescription assistance program at Abbvie gave us a debit card which was billed for both the "practice" or ghost claim and the actual claim a week later, so ****** reversed the debit b/c only one claim was actual. We now have an outstanding balance and can't get the medication b/c of CVS's error. My husband has now been without this medication due to CVS's error. I have exhausted all means to get this fixed. I am consistently transferred and then hung up on. This is negligence. I've already contacted our state representatives regarding this insurance companies inability assist me.
Business Response
Date: 09/13/2023
August 23, 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 August 23, 2023. Thank you for the opportunity to address the members concern.

Upon review, the January claim in question is currently being reprocessed by specialty billing.
The member can contact Specialty billing at ************.

Additionally, CVS Specialty has reached out to the member multiple times to fill the medication
for the current month. Unfortunately, we have been unable to reach 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:08/21/2023
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 been unable to access my prescriptions via CVS caremarks website for almost a month now. I have regularly refilled these prescriptions via there online website. I have contacted them via their message center several time starting on Aug 8,2023. After 2 phone calls today (Aug 21, 2023), I have had no resolution and was only told IT is working on it and they do not have a timeline on when it will be fixed. I believe that this is a health issue, since I am unable to fill these prescriptions when I can. I need access to these, since I travel and using their website is the easiest way to refill my prescriptions when I am out of town. Please resolve.
Business Response
Date: 09/13/2023
Good Afternoon,
Please see our response to BBB Complaint #********.

Customer Answer
Date: 09/18/2023
[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:08/18/2023
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.
I was told by my physician to use CVS Caremark as I had issues with high prices using another service. My medication was sent to CVS Caremark and I ordered a refill. I was eventually asked for an updated card on file for payment to have medication shipped. On the checkout screen for entering my card information it stated $0.00 and a couple days later I was charged an amount that was even higher than I had been charged at other pharmacies. I called immediately and was told by two customer service personnel that I could do nothing about cost or refund/cancel since it was in process to ship. The third time I was told they had to research options as they don't deal with returns or cancellations then elevated to senior customer support. This conversation ended with I cannot cancel since I ordered online, I can't adjust price, and I can't return for refund. All of this two days after I authorized a $0 dollar charge and not a over $200 dollar charge. **************** was of absolutely no help. My doctor or insurance has no idea why my prescription was this high and they apparently have no return policy in place for any transactions through there "customer friendly" shipping options.
Business Response
Date: 09/19/2023
September 19, 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 August 23, 2023. Thank you for the opportunity to address the members concern.

Upon review, we have confirmed that the charge for the order in question is due to the members deductible. The member can access Caremark.com to view accumulation totals.

Prior to placing an order online, members are presented with the following disclaimer:
Estimated usage, costs and saving are calculated through current plan year or the end of current calendar year. Actual savings may vary depending on plan structure, deductibles, previous payments, future claims, and prior authorizations.

The member is unable to return the medication for a refund because the member initiated the order and no errors were found in processing the order.

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:08/18/2023
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.
***/Caremark used my personal information that I had not given them or given permission to be released to them to harass me to attempt to have me purchase a medical device from them. They would not identify the company to me when I asked. On 8/14 I saw a doctor in my PCP's ************* ordered a glucose monitor, sending the Rx to my local independent ************* insurance company, Anthem. Several hours later I started getting multiple calls from someone that would identify themselves only as "the mail order pharmacy" asking for personal information to "verify my identity." They knew my name, phone number, my doctors name & that he had written a prescription for me. They continued to harass me with multiple phone calls even though I suspected a scam and would not give them information. I filed a complaint with my insurance company & the rep there discovered it was ***/Caremark. The person at *** said that if their system identifies a prescription for someone with an account, they reach out. I rarely use *** but had a different prescription filled there last week because they are open later than my usual pharmacy. I DO NOT CONSIDER THAT "HAVING AN ACCOUNT" with them. In fact, I asked the *** pharmacist to make sure there was nothing in their system that would result in marketing calls or texts to me which is the reason I have stopped using them for routine prescriptions. This is a breach of my personal information, violation of HIPAA and fraudulent marketing practice.
Customer Answer
Date: 08/28/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 09/06/2023
authorization is needed in order to respond to the complaint. See attached letter.
Initial Complaint
Date:08/16/2023
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 have been using cvs caremark for the last few years. i have never had an issue with getting my sons prescription for antirejection medicines Tacrolimious and Mycrophenalte both compounded suspension. CVS Caremark recently required that we switch over to their specialty pharmacy we did - they used a different manufacturer for his Mycrophenelate suspension. We tried it and my son had an adverse reaction. He began having a slew of GI issues. Reached out to CVS Carmark over 3 weeks and they tritely and casually denied my request to go about to the original manufacture VistaPharm which would is not available through their specialty pharmacy nor are they able to order it. I would like to get a pharmacy lock approval and they are not providing stating they have an available option (which is the one that is causing my son to be sick) . It is ridiculous to not have the ability to use the drug that we used (and they covered for the last 3 years) they are inconsiderate and are not considering their patients best interest.
Business Response
Date: 09/12/2023
September 12, 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 August 16, 2023. Thank you for the opportunity to address the members concern.

Upon review, we confirmed that on August 21, 2023 we were able to acquire the medication for the member. Outreach was made to the members mother to explain the medication was obtained and ready to be scheduled for delivery. On August 31, 2023, a return call was received from the members mother and delivery was scheduled for September 1, 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:08/15/2023
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.
CVS Caremark is refusing to cover a prescription medication which is listed on the formulary list they (and my employer) provided me with. They claim that it is excluded by my plan but refuse to provide any documentation of this or provide me with a copy of the exclusion list. Everytime I call them I am transferred multiple times, placed on extended holds, disconnected, and promised callbacks which I never receive
Customer Answer
Date: 08/26/2023
I have not heard from the business in response to my complaint.
Business Response
Date: 09/13/2023
September 13, 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 August 15, 2023. Thank you for the opportunity to address the members concern.

Upon review, we have confirmed the medication in question is not covered by the Plan.

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: 09/14/2023
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.
[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.]
Medication is listed on formulary. CVS has failed to provide any evidence it is not covered

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,
Jacob

Business Response
Date: 09/15/2023
September 15, 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 September 14, 2023. Thank you for the opportunity to address the members concern.

The member filed a duplicate complaint with another agency, prior to the BBB complaint. An in-depth response letter was provided to that agency on September 12, 2023. As explained in our original response to the BBB, the medication is a plan exclusion.

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:08/11/2023
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 delayed filling my RX# ********* for 7+ days. This RX is a 30-day supply and is needed every 30-days. The next refill of this RX was again delayed and is now not in stock according to the CVS Caremark representative I spoke with. CVS Caremark's policy is to delay medications which guarantee customers will out of their medications which are needed every 30-days. Why does CVS Caremark (and CVS Pharmacy) delay shipping RX's when they can't provide a consistent 30-day re-supply? This is grossly incompetent. How can I possibly maintain taking my medications when this happens? I used to have a ***** day extra supply but CVS Caremark and CVS Pharmacy have forced me to use that buffer and as a result of them failing to fill medications as prescribed and needed.
Business Response
Date: 08/21/2023
August 21, 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 August 10, 2023. Thank you for the opportunity to address the members concern.

Upon review, we have confirmed that prescription in question was received on August 7, 2023. On August 8, 2023, the medication was determined to be out of stock and outreach was made to the prescribers office for an alternative medication. On August 11, 2023, following no response from the prescribers office, the member was contacted and informed the medication was out of stock. On August 15, 2023, the member obtained the medication from CVS 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:08/10/2023
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.
CVS speciality pharmacy is charging me $470 for stelara. ****** program has always help me with copay of $5 for stelara. I have been calling them to resolve my bills. But all I am doing is wasting my time convincing them to charge copay of $5. Please help me with my billing issue. Thank you ******** lad
Business Response
Date: 08/24/2023
August 24, 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 August 14, 2023. Thank you for the opportunity to address the members concern.

Upon review, CVS Specialty made outreach to the copay assistance program. There are enough funds to cover the previously dispensed order, but the copay assistance program is having issues processing payments. The member was contacted and given this information.

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:08/09/2023
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 received a letter asking me to call their pharmacist for "important information" about a medicine I take that's refilled by a pharmacy local to me (and not CVS). When I called the first time, the agent accidentally put me on hold and never came back. The second time, I got a different agent who essentially said that it was impossible that I was taking my medication daily because it was last filled in April. When I let her know that I've always had a surplus from a previous 90-day refill that had been reverted to 30-days, she said she couldn't see any overlap in my file and that I must be forgetting to take them. She had me retrieve the pill bottle and read off the date to her as proof that she was right. I mentioned that I take these at the same time as my other medication, but she was adamant that I was forgetting to take them. She then told me I needed to get a pill box with the days of the week and told me how she uses hers. Not one to be told that I'm not doing something when I most definitely am, I told her I take these at the same time as my birth control and, surprise, I'm not pregnant. Her response was "Do you already have kids? Don't you want kids?" And then she talked about her own family and their experience with adoption. I found this offensive--what if I were unable to have children and were taking the birth control for a different and valid reason?I don't want anything from CVS here, other than for them to treat me like the adult who takes their medication properly. I don't need to be pandered to or told it's impossible that I'm taking a medication daily that I've been taking daily for years now. I don't need useless phone calls and letters checking up on me. It's absolutely ridiculous.
Customer Answer
Date: 08/19/2023
I have not heard from the business in response to my complaint and frankly do not wish to.
Business Response
Date: 08/24/2023
August 24, 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 August 14, 2023. Thank you for the opportunity to address the members concern.

Upon review of the members call interaction with the Pharmacy Advisor Team, we apologize for any inconvenience the member may have experienced. Feedback has been provided to the Pharmacist in an effort to improve the level of service our members receive.

Additionally, the members phone number was added to our Do Not Call list.

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: 08/27/2023
[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.