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:06/14/2023
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.
In 8/2021 I called Caremark so-called "customer assistance" about substitute meds that wouldn't cost me over $10 - $25 copay, because my copay was jacked up so high I couldn't pay for my meds. All I got from the guy on the phone was "we don't do that". So I emailed them, hoping to get a better solution. And all I got in response (from **************) to my email was "look at our drug list", "contact your doctor", and gave me a list of useless generic coupons that don't work.First off, my doctor is the one that told me to call them! Besides, he doesn't know what meds they have on their lists, or how much they charge for them, much less what I can get for the copay I can afford!Secondly, thier "drug list" is not even listed on their site! All I get is a blank page with a disclaimer on it "inactive account"! I told them WHAT "inactive account"? I'm registered, they have my info, AND the prescription insurance that is being paid FOR THEIR SERVICES are still active! In 5/23 I contacted them once again about other substitutes, because my copay went UP $100 from $10!!! I can't afford that! I get the same "robo response" as I did from the previous email, this time from **************** Giving me the same exact email!HOW is it that a pharma company that also deals in pharma insurance DOES NOT HAVE THE CAPABILITY TO ANSWER QUESTIONS THEY ARE EASILY SUPPOSED TO BE ABLE TO ANSWER??SOMETHING IS WRONG HERE!Unfortunately, the company I work for has CVS as their prescription plan, so I'm screwed until I can find some substitutes somehow. These people are supposed to know their business, and obviously they have no clue what they are doing.
Business Response
Date: 06/15/2023
June 15, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Conduent health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 15, 2023. Thank you for the opportunity to address the beneficiarys concerns.

Upon review of this complaint, we would require more information to address this complaint. Please have the prescription name in order for ** to research further.

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: 06/15/2023
[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,

***************************
Customer Answer
Date: 07/10/2023
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 ********************************* has never contacted me or responded to me, which I knew would happen.

The company KNOWS what drug I am referring to, as they have been told numerous times. So them acting like they don't know anything is a flagrant scam.

Thank you,
***************************
Business Response
Date: 07/10/2023
July 10, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Conduent health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 15, 2023. Thank you for the opportunity to address the beneficiarys concerns.

In order to provide an accurate response, we would require more information to address this complaint. Please provide the prescription name or prescription number in question.

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: 07/24/2023
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 has NOT contacted me regarding this, even though they HAVE my information, including the drugs I am percribed by my doctor. Seeing them parrot the same response just shows they have no interest in actually DOING their job, they just want a positive note on their BBB record. Which is just another type of scam inflicted on their victims.

I have NOT had any resolution from CVS, nor do I expect it with the past flagrant responses from them stating "we don't do that", "theres nothing we can do", "thats not our job", etc....

CVS has NOT in any way, shape or form resolved this problem.

Thank you,
***************************
Business Response
Date: 07/26/2023
July 26, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Conduent health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 15, 2023. Thank you for the opportunity to address the beneficiarys concerns.

We are unable to identify the specific claim that the member is referring to in their complaint based on the information that was provided. We respectfully request prescription name or prescription number in order to investigate and respond to this complaint.

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: 07/30/2023
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:06/13/2023
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.
Over the course of the last 2 years I have attempted to fill a prescription for Adderall or generic Adderall. I have spent thousands of dollars, hundreds of hours to be left with no answers regarding the process, how to alleviate my concerns. If I try to fill generic Adderall they cannot fill it because there is a back order. I then have to go back to my doctor for a new script for brand name Adderall. There is no payment assistance. I have tried to get a different type of medication for my condition. It is denied by cvs caremark.If I ask why I need to be hundreds of dollars for the brand name I am told because it isn't the generic. Every month I get the exact same run around, either my doctor had sent the "wrong" prescription to them, or didn't send a prior authorization for it, even though I don't actually need the brand name. I have no other options but to pay hundreds of dollars a month for this medication with no solution from cvs because it is the brand name and not the generic.
Business Response
Date: 06/19/2023
June 19, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the M&T Bank health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 14, 2023. Thank you for the opportunity to address the members concern regarding a pricing adjustment.

The Plan approved a cost adjustment to allow the member to obtain the brand name medication for $10. On June 19, 2023, the claim was reversed and reprocessed by the pharmacy. The pharmacy will call the member to let them know they have a refund available.

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:06/13/2023
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 been billed incorrectly by CVS Caremark for a mail order prescription. I have called 3 times to try and speak with someone to get this straightened out and was put on hold for over 20 minutes each time and then disconnected. i spoke with a *****, ******** and *****. A supervisor ********************** helped me with my recent order and said she gave me a $23 credit for all of their s**** *** with this order. My total bill came in at $103.00. It should be for $80 less the $23 credit ********* gave me. When I called today ***** said I really owe $160 which I do not owe. I paid my last invoice in full on 5/11/23 for $57 with check #****. My latest order was for $80 less the $23 credit from ********* should be for $57.00.I have asked for a billing supervisor to call me and no one does. I did not request expedited shipping in any of these orders and should not be billed for anything extra. I want my billing amount adjusted.
Business Response
Date: 06/19/2023
June 19, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Parkway health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 14, 2023. Thank you for the opportunity to address the members concern regarding a billing issue.

Upon review, we have verified that the members account was credited $23.00 as discussed on June 6, 2023 and has a balance of $57.00.

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: 06/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
First of all, there was no apology from ********************************* for all of their mistakes, major delays in processing and shipping my order (this has now happened twice in a row), no follow up return call from ******************** who I called and emailed several times for help...the list goes on and on. An apology for their lack of trained professionals to properly handle medical prescriptions processing is standard operating procedure but they don't have those skill sets. The information provided by ********************************* is incorrect. I called AGAIN on 6/14/23 and spoke with a **** who said he would enter a credit for $23 for this order after hearing my story of the horrendous treatment by CVS for my last two orders. (The credit for $23 issued by ******************** was entered 6/6/23 because the someone reversed the credit issued for the prior order so she reinstated that one, not for this order s**** up.)
I paid my $57 balance on 6/14/23 on check number **** to CVS Caremark. At this time I owe nothing. Again, their records are not correct.
How many times do i have to go through such time consuming delays and confusion? i call and place my order only to never receive it......
******

Business Response
Date: 06/21/2023
June 21, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Parkway health plan, of which the beneficiary is a member. This letter is in response to the rebuttal we received from your office on June 21, 2023. Thank you for the opportunity to address the members concern regarding a billing issue.

Upon review, we have verified that the check payment of $57.00 posted to the members Caremark account on June 19, 2023. Currently, there is no balance on the members account. Please note, there was a balance on the members account when the previous response was given.

Finally, we understand the level of service the member received did not meet the members expectations, and we apologize for any inconvenience that they may have been experienced. Feedback has been provided to each member of our customer care team with whom the member interacted with in an effort to improve the level of service our members receive. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,
Domonique
Member Advocate
Initial Complaint
Date:06/09/2023
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 received my prescription drugs through the mail as per my insurance carrier . I recently ordered refills on line and when I received the refills I notice I had been sent and charged for two (2) trulicity Pen the one I used to take and the one I am currently taking. I advised CVS of this error and was given a confirmation number with the assurance that a label would be sent to me via e-mail for me to return the pen sent in error and once received my account would be credited the $60.00. I was told that the e-mail would take about three days to get. I started this process on 6-5-23 and as of this date have not receive the label to return the erroneous medicine. I even did a follow-up call on 6-8-23 and was told that the label had *** approve to be sent. I know $60.00 may not seem like a lot of money to a big company like CVS, but it is a lot to me when you are on a fixed income.
Business Response
Date: 06/15/2023
June 15, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Mail Handlers Benefit health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 12, 2023. Thank you for the opportunity to address the beneficiarys concerns.

Upon review, the mail tag was mailed to the members address on file and delivered on June 12, 2023, **** tracking number **********************.

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: 06/15/2023
[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:06/06/2023
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.
Auto refill not completed by Caremark. I ordered a refill on 23 May. On May 2 they charged my credit card. On 27 May I receive a text that my order is delayed by **** I clicked the link in the text and it took me to *** which did not show a tracking number. I checked the Caremark app and it said my shipment was delayed with no other info. 3 and 4 June: multiple calls with Caremark with no resolution. Caremark reports they do not have a tracking number and my shipment was delayed because some of the Rx werent ready for a refill. I asked for CVS to provide the tracking number for my shipment. I obtained a refill at an outside pharmacy. 5 June I have not received my Rx shipment. I asked Caremark to transfer my Rx to an outside pharmacy.Caremark needs to refund the 25 May charge. I went **** days without my Rx and suffered medical harm, with no resolution. Caremark needs to facilitate the transfer of Rx to outside pharmacies when they cannot refill on a timely manner, in order to not delay medically necessary Rx.
Business Response
Date: 06/08/2023
June 7, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Quest Diagnostics health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 6, 2023. Thank you for the opportunity to address the members concern regarding order delays.

Upon review, the order in question was delivered to the member on June 6, 2023, tracking # 1Z6F2197P214548299. Per the members request, Caremark credited the cost of the order back to method of payment used.

Finally, we apologize for any inconvenience that the member may have experienced. Feedback has been provided to each member of our customer care team who interacted with the member in an effort to improve the level of service our members receive. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.

Sincerely,

*********************************
Member Advocate

Customer Answer
Date: 06/08/2023
Response accepted.
Initial Complaint
Date:06/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My dermatologist prescribed new medication for psoriasis - Skyrizi but unbeknownst to me also prescribed Tremfya. Allegedly Tremfya was ordered on 09/08/2022 to *** Specialty pharmacy. From there, it was sent to my local *** which is located on ***************************************************************. The local *** failed to tell me this prescription was ready for pick up so I had no way of knowing this medication was prescribed to me. On March 27, 2023 a bill collector from Credit Management Company - ****************** Building 7, ********************************************************************************* called to collect a debt in the amount of $2,434.35. When I told the customer service representative I never received or took this medicine they called *** Specialty pharmacy on the line. It was then I learned of this medication's existence. The *** representative told me that because it was sent to my local *** I was responsible for the cost and in addition, my account was on hold and I was unable to get existing medications refilled until I agreed to a payment plan with the debt collector. I was panicked and agreed to immediately pay $1000 plus $400/month until it was paid off. When I told my doctor they told me to fight this. I have been trying to get this issue resolved and my money refunded with *** Specialty pharmacy for 3 months. Managers have promised me call backs and never call. Every representative I talk to state different things. Some things I've learned is that they shouldn't send any medication out until the patient is aware of the co-pay which they never called to discuss with me (again, I had no knowledge I was even prescribed this). They are now saying that the local *** didn't send back the medication back to Specialty so I am still responsible for the cost of the medication I never received. I should not be charged for a medication I never received nor was aware of until 7 months later. As of today I have given them $1,800 dollars for medication I and would like a full refund. *******************
Business Response
Date: 06/14/2023
June 14, 2023

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

Case # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the *********************** QBE Regional Insurance health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on June 4, 2023. Thank you for the opportunity to address the members concern regarding refund request.

Upon review, we verified that the member picked the medication up from CVS Pharmacy on September 26, 2022. In an effort to resolve the matter, CVS Specialty will waive the remaining balance totaling $1,034.35. Additionally, the members account will be removed from collections.

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:06/01/2023
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 am writing to file a formal complaint against CVS Caremark regarding their repeated actions of sending prescriptions without my consent and without properly running them through my insurance for the necessary coverage. I believe these practices are unethical and have caused significant inconvenience and financial burden.On multiple occasions, I have received packages containing prescriptions that I did not order. CVS Caremark's failure to obtain my consent before sending these packages constitutes a violation of my rights as a consumer. Furthermore, these unsolicited prescriptions have not been processed through my insurance, resulting in a lack of coverage that should have been provided.When I have attempted to return these un-ordered packages, CVS Caremark has often refused to accept them. This practice is unfair and unacceptable, as it places the burden of responsibility and payment on the consumer for products they did not request.It is important to note that these unsolicited packages often arrive without any prior notice, making it difficult for me to be available to receive them. As I mentioned, I will be out of town when one of these packages is expected to arrive, further exacerbating the inconvenience caused by CVS Caremark's actions.I have made several calls to CVS Caremark requesting that a note be placed on my account, clearly stating that prescriptions should not be filled without my explicit permission. Despite being assured by their representatives that such a note would be added to my account, I am continuing to receive prescriptions without any prior authorization.I request your assistance in resolving this matter and ensuring that CVS Caremark rectifies their practices. I believe it is important for businesses to uphold ethical standards and respect the rights of their customers. It is my hope that through your intervention, CVS Caremark will take the necessary steps to address this issue and prevent it from happening in the future.
Business Response
Date: 06/05/2023
June 5, 2023

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

Case number # ********

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 June 1, 2023. Thank you for the opportunity to address the members concern regarding unwanted shipments.

Upon review, we have verified that the member does have a note on their account as of March 2, 2023 to hold prescriptions until the member has been contacted. We have asked management to review this matter for coaching, training, and process improvement opportunities.

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:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS Specialty Pharmacy has withheld my medication from me since December. Before I even submitted my first order, the representative said I should apply for a MyWay Dupixent card first so that my charges would, if I was qualified, be covered. I applied, qualified, and have given them my CoPay card on multiple different occasions. CVS has been unwilling to charge my CoPay card, instead billing me. I paid for the first month because how do I prove that to a company that is unwilling to budge. The following 2 months were also billed to me but should definitely have been covered by my CoPay card by then. My CVS application states there is no longer any balance, but theyre still claiming I owe them $220 for months 2 and 3 ($110/ mo). They also state I was shipped a prescription in February. Thats a lie. I have been burning through my rescue inhalers, I shouldnt have to use these if theyd send my prescription, and my skin has been flaring and itching for months now. Also a side effect of CVS unwillingness to use my CoPay card from Dupixent. So. Theyre causing me to have serious asthma attacks and embarrassing skin flares from the severe eczema I suffer from. Its all notated at my *************** *************** of ********, **. Today after calling because they sent me there was ANOTHER billing issue, they stated my balance went to a collection agency and they wont send me a prescription until that balance is paid. There shouldnt have ever been a charge to me in the first place. Im beyond frustrated, Im embarrassed, Im in respiratory distress CONSTANTLY and its because of CVS Specialty. I need help. Please.
Business Response
Date: 06/02/2023
CVS Specialty spoke with billing who confirmed that patient is now aware that they have a balance of $330 from 3 DOS 09/13/2022, 10/07/2022 and 11/29/2022. CVS Specialty provided an outbound call to the patient yesterday and today to discuss the concerns. This call resulted in a no answer, CVS Specialty left a voicemail and sent a secure message to call back.
Initial Complaint
Date:05/22/2023
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.
Company offers my specialty Med to be refilled online. However Ive had about 2 times in approx. 3-4 years filling every 3 months that they have filled it with out issues. Everytime they give me different excuses everytime . Its taken over a month past my due date to get them to ship the Med medication to the doctor. Ill refill , no issues stated, no calls, no texts. The Med will say its in process or the Med will say its been filled. Yet it never goes anywhere and they dont know why, says / weeks of phone tag between them and my doctor often resulting in late injections. They arent competent enough to bill it appropriately even when they are told how it needs to be billed which is not through my medication benefit rather through my medical benefit. This is what they do , deal with specialty meds. But they clearly dont know how to actually do their job. Often a new script needs to be sent by the doctor and miraculously it gets filled and shipped often with out issue that way. But when requesting a valid refill it never goes through . And rarely is any attempt by them to notify of an issue. Jump to this months shot Wednesday Ill be a week late but will have to reschedule again because it wont be to the office in time. What was the hold up this time ? They told me I needed to complete a benefit recertification with my insurance. Which I did. Last week, it is changing my coverage but that coverage doesnt change until the beginning of June. A week over due they called me back today finally after calling and complaining yet again, that they were able to verify that I was still covered, but still the meds not being shipped because now they supposedly need to verify with me the shipping address of the doctor that they have on file and that the meds been shipped to every time, the same address I have entered in my online profile when Ive confirmed the address to be shipped to when selecting to have the medication refilled that has valid refills .
Business Response
Date: 05/25/2023
May 25, 2023

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

Complaint # ********

To whom it may concern:

CVS Specialty Pharmacy was the dispensing pharmacy for the prescription benefits portion of the beneficiarys health plan. This letter is in response to the correspondence we received from your office on May 23,2023. Thank you for the opportunity to address the beneficiarys concerns.

The medication in question was shipped on May 23, 2022 and delivered on May 24,2023 **** tracking number 1ZV826F62932735718).

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:05/22/2023
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.
I take medication and had been getting it filled at ********** We have Caremark for RX. Approximately 6 months ago I was told I could no longer fill my prescription at ********* and would instead need to drive 15 minutes further away to a *** that was not convenient or easy to get to. After trying to convince them to let me stay with *********, they said no. So I switched my medications to the *** with a drive thru. I stopped at the pharmacy multiple times to try and refill the prescription and it was either closed or had an enormous line. The drive thru was never open. I was finally able to talk to the pharmacy this last weekend and pick up a different prescription. The pharmacist was the only one there. He said he was brand new, had no idea how to use the system, and there had not been a manager for weeks. He suggested having my prescriptions transferred as they don't know if they will be staying open. I called today and was passed around to different departments. They said I needed to go to a different pharmacy and have it transferred to them. I tried to get clarification on if I could transfer to ********* but I was not convinced I would be allowed to get a prescription by thrusday when I will run out. My spouse then called and I had to transfer my prescription to the *** inside Target. There is no drive thru and nothing convenient about this location.This entire experience has been unbelievable. I need a drive thru. I cannot do mail as our mail is constantly delivered to the wrong mailbox and I do not want my prescription going to the wrong person. In addition the prescription is due to be refilled 3 days before I run out. I cannot be running around trying to transfer prescriptions because they cannot find anyone to work there.
Business Response
Date: 05/25/2023
May 25, 2023

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the ******* ****** ****Employee health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 22, 2023.Thank you for the opportunity to address the beneficiarys concerns.

Upon review, we have verified the ******* ****** **** employee health plan participates in the Maintenance Choice network. The Maintenance Choice network allows plan members two ***** refills of 30-day supply of maintenance medications at any in-network pharmacy. Once the ***** refills have been exhausted, the member must use CVS Pharmacy or Caremark ************ Pharmacy to fill maintenance medications at 90-day supply. This program is a plan requirement that can be opted out of.

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

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