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

  355 Lincoln Ave Bellevue, PA 15202

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  100 Delta Dr Pittsburgh, PA 15238

• 

  CVS Caremark

  242 5th Ave Pittsburgh, PA 15222

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:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 18 a prescription was filed for dexcom G7 sensors. It was put on hold without my consent. I was not notified until 2 weeks later and by then the prescription has been out of stock. It has been h*** trying to get it refilled. Today 4/23 I called to see if they were back in stock and was told by ***** that they were and the order was placed. At 6pm on 4/23 I received an email saying someone in the household canceled the order. I did not do this. I called to speak to Caremark about this and they stated that the prescription is now out of stock and that's why it was canceled. I was lied to by the earlier representative and this is unacceptable. The representative (******) would not offer a resolution to getting me the prescription I need. My life depends on these prescriptions being filled promptly and the stress caused by Caremark not doing their jobs is unacceptable. This is not the first issue I have had with this company and they need to be held accountable for their negligence.

  Business Response

  Date: 04/25/2025

  April 25, 2025
  Better Business Bureau
  5 Mt. **********, Suite 100
  *************** 01752-1927
  Complaint # ********
  Dear Sir/Madam:
  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 April 24, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  The Members prescription through Caremark Mail Order had been discontinued in error on April 23,
  2025. The prescription was rescanned and is being shipped to member via ************* Services as
  Urgent Next Day, with no shipping cost to the Member. The expected delivery date is between April 29,
  2025, and April 30, 2025, and the tracking number is 1Z74W0A61326630479. Member was notified by
  email of the order status.
  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:04/23/2025

  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 need to have the case regarding CVS Caremark about my ******* prescription from last month reopened. The doctor increased my dose of this medication and when the pharmacy tried to process it for the BBB agreed upon 90 capsules for 90 days, the claim was denied by Caremark. CVS Caremark has went back on their word! They are only out to see how much money they can make at the expense of their consumers/patients.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Better Business Bureau
  **************************************************************************************************************-4705
  
  Re:Complaint # ********
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 23, 2025. Thank you for the opportunity to address the Members concern.
  
  On April 23, 2025, the account ********************** team adjusted the previously requested exception for a specific strength, to now include all strengths of the medication in question. The exception will remain valid through January 26, 2027.
  
  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,
  ********* *******
  Advocate
  

• Initial Complaint

  Date:04/20/2025

  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.

  A brand and price Tiering Exception for ************* 200 was approved for me from 3/2/22-3/2/25. I pay 3.65 for 90 day supply for those 3-years. This is due to severe allergic reaction to generic bupropion. 2/19/25 I call for instructions for renewal of exception. Too early to call because its not expired. I asked to speak to prior authorization **** and instructed to have my doctor fax paperwork. My doctor did that. Called because medication ****** for refill. Was told I was rejected for age restriction 3/11/25. Called CVS 3/11, 3/12, 3/13, 3/14(3x). These calls were long and I was told if I asked for a call back the agent has to exit the account and I start over. My doctor resent paperwork 3/31. Agent forward me to pharmacist who helped me get a 30 day supply and promised this would be fixed. Prior authorization approved. Agent said cannot approve tier for pricing until prior authorization signed off. Call to check on status. Closed due to lack or response from doctor. Went over fax number to ensure accuracy. Before tiering I need brand exception. Doctor sends in paperwork. Drug $150, after disputing CVS reduces to ***** for 3 month supply. *** states need tiering exception for price. Call my doctor and they call CVS. Tiering approved for price. Drug is still *****. Agent informs me after an hour on the phone doctor has to write a new prescription-Brand name of drug for generic price. My doctor does. No change in price. Another 1.5 hrs on phone with CVS. I need to open a case to add copay override to receive generic 9.17 price for 90 days. Agent says check status later. I call back and no record of override. I ask for 4 tablets at local CVS price is *****. I ask to go back to 90 day for 75 tablets and price goes to 150. CVS is price gouging going from 3.65 to ***** and making it impossible for me to get the generic price. I am being discriminated against for being unable to take generic formulation. Extremely distressed. Speaking to States Attorney Monday.

  Customer Answer

  Date: 05/04/2025

  I have not heard from the business in response to my complaint. The company has now made another medication not covered by insurance that has always been covered. Its likely I will need to go through months trying to fix this. I am being discriminated against because I have medication allergies. 
  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  BBB serving *********************, *****, ************, and *******
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  **************
  ******************************************************************
  
  Service Request Number: 23228135
  
  Dear *** or Madame,
  
  This letter is in response to the correspondence we received from your office on April 20, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is a formulary drug for the members plan and does not require a clinical review, via a drug-specific prior authorization criteria, to be completed to ensure safe, effective, and appropriate utilization. On February 4, 2022, and March 1, 2022, the members prescriber initiated a prior authorization request for cost reduction on brand penalty and tiering that included the required clinical information, and both prior authorization requests were approved for 36 months.
  
  On March 18, 2025, and April 2, 2025, CVS Caremark made an outreach to the prescribers office to initiate a new prior authorization request for cost reduction on brand penalty and tiering, however, both requests were auto-closed due to no response from the prescriber's office. On April 8, 2025, and April 14, 2025, the prescriber's office initiated new prior authorization requests for cost reduction on both brand penalty and lower cost tiering that included the required clinical information, and both prior authorization requests were approved for 36 months. Approval letters were mailed to the member and their prescriber. After the new brand penalty and tier approvals, the members copay for the requested medication will be $12.50 for a 90-day supply.
  
  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,
  ********* ******
  Advocate
  
  
  

• Initial Complaint

  Date:04/19/2025

  Type:Customer Service 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.

  The CVS Caremark app is the worst app Ive ever used. I wrote down my username and password the last time they made me change themso I KNOW what they are. If they dont match our records, then the records are wrong, not ***** order to send an email to get any help with the app, I have to sign in to the app.which it wont let me ***** not calling on the phone. I dont have time to be on hold all day long and then deal with an automated system thats been programmed to deliberately misunderstand anything I say.There are no snail mail addresses to write to, and no emails that arent hidden by a demand to log in to an account.This is the worst app Ive ever used, and CVS Caremark has the worst customer service on the planet. I hope their stock tanks and the execs and big shareholders lose everything.

  Business Response

  Date: 04/25/2025

  Dear Mr./Ms.,

  Please see the attached response to complaint number ********. Please confirm receipt of the response.

  Thank you.

  
  

  Customer Answer

  Date: 04/25/2025

  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 

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

  BBB told me that CVS Caremark had answered my complaint. I clicked every link that BBB provided and could not find any answer from CVS Caremark. 
  

  I want an answer from CVS Caremark. If I do not receive one.perhaps I should let everyone know that asking the BBB for help gets no results.

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/28/2025

  April 25,2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********,** 01752-1927
  
  
  RE:          Complaint #: 23225902
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 19, 2025.  Thank you for the opportunity to address the Member's concerns.
  
  The Member expressed dissatisfaction with their recent interaction with the CVS Caremarks digital App.  On April *******, CVS Caremarks digital team made outreach to the Member via phone call, to assist with this matter, but was unable to speak with the Member. 
  
  Weve added some troubleshooting options the member can try to establish connection and manage their prescriptions.
  
  The Caremark mobile apps for both IOS (iPhone) and Android devices are specifically designed for phones. The mobile App might work on tablet devices but might not perform exactly as intended. If you are unable to get the app to work properly,try using the desktop site from the tablet by launching ****************************** in a browser.
  
  Make sure you are using the latest version of the CVS Caremark App.
  
  On the CVS Caremark Apps sign in page, select Forgot username and/or Reset password.  After the verification process, youre able to confirm your sign in information.
  
  You may need to uninstall and then reinstall the App.
  
  We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.
  
  Respectfully,
  ****** ****, Advocate
  

• Initial Complaint

  Date:04/18/2025

  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 have submitted 3 separate prescription transfer requests starting on April 5th to transfer a prescription from CVS mail order to another pharmacy. Each time ended with this response "Transfer unsuccessful. We tried contacting your previous pharmacy and prescriber about your transfer request but haven't received a response."The first request I submitted using the address from my prescription bottle. The second two requests I submitted after calling CVS and them giving me a different address which they said I should use ********** was very easy for CVS to accept, fill, and charge me for my mail order prescription to begin with. However attempting to transfer my prescription to another provider has so far proved impossible. I feel this is unacceptable and may even fall under the category of dark patterns.

  Business Response

  Date: 04/22/2025

  Good morning,

  Please see the attached response to complaint number ********. Please confirm receipt of the response.

  Respectfully,
  
  ****** ****
  Advocate

   

• Initial Complaint

  Date:04/17/2025

  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.

  Case #: 25-096256757 I have taken a medication called *********** ODT for years. The company I started working for recently uses ***** for medical insurance, with CVS Caremark as the Pharmacy Benefits Manager. My doctor and I have jumped through many hoops and over many hurdles to try to get my nausea medication filled through CVS Caremark, as they desire. I will receive some of the medication sporadically, then am told it won't be covered any longer since it they need more "information" to continue filling my needed medication. My doctor is left with unending requests from CVS for additional information. My provider finally gave up trying to help me get my medication and prescribed another generic medication to CVS Caremark. Again, *** delayed the process with another prior authorization request. After my doctor, again, sent in more information to get the medication filled, I was told we would need to wait longer since the information CVS received was not enough. Now I'm left without the medication that works best for me, *********** ODT and the replacement medication that is generic, *********** tablet. Please help me get some resolution. There is no recourse within CVS Caremark except to write them a letter. My DOB is *******.

  Customer Answer

  Date: 04/28/2025

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

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  
  
  RE:  Complaint #: 23219852
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 18, 2024.  Thank you for the opportunity to address the Member's concerns.
  
  The requested medication is a formulary drug for the members plan, however, it requires a review of the plan elected drug specific prior authorization criteria prior to coverage for plan limits. On April *******, April 18, 2025, and April 23, 2025, the members prescriber submitted prior authorization requests for the requested medication that were each denied due to not meeting the plans criteria for coverage. Outreach attempts were made by CVS Caremark to obtain additional information and the prescriber's office was not able to provide clinical information for approval. Adverse determination ******s were sent to the member and their prescriber. The member has the option to request a first-level appeal, second-level appeal, and external review.
  
  The member still has a first-level appeal,second-level appeal, and external review available, if they wish to pursue it.
  
  We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.
  
  
  Respectfully,
  
  ******** ******
  Advocate
  
  

  Customer Answer

  Date: 05/07/2025

  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:04/17/2025

  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.

  *** specialty sent me to collections without bothering to bill me. They regularly contact me via email, text and phone call to refill my prescription but couldnt be bothered to bill me for $30. Furthermore it was only due January 28 according to them. Now I cant get through to their collection company to pay the $30. I wait on hold for 30 minutes then get sent to voicemail and I need my medication. I cant order it without clearing this. Please help.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Better Business Bureau
  5 Mt. **********************
  *********************-1927
  
  Complaint # ********
  
  Dear Sir/Madam:
  
  CVS Caremark administers the prescription benefits portion of the STATE OF NEW YORK health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 18, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  
  The Members order was placed on December 26, 2024, with a delivery date of December 29, 2024 digitally. Billing statements are sent out on the thirteenth of every month. Pursuant to the Members request, CVS Caremark has removed the $30.00 charge from collections and cleared from the account. Member is now able to place the next 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:04/12/2025

  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.

  I am filing this complaint because *** keeps denying my doctors request for the prescription Wegovy, which is covered under my Aetna insurance under certain conditions which I meet. I have made at least 10 phone calls to Aetna, which they connect me to CVS. CVS just keeps blaming Aetna foe the multiple denials, even though all the denial letters I receive are from CVS. According to *** policy, here are the criteria i meet for authorization for Wegovy;1. The patient is 18 years of age or older 2. The patient has a baseline body mass index (BMI) greater than or equal to 27 kg/m2. [ACTION REQUIRED: Documentation is required for approval.] 3. The patient has at least one weight related comorbid condition (e.g., hypertension, type 2 diabetes mellitus, dyslipidemia). [ACTION REQUIRED: Documentation is required for approval.] All the documentation has been provided to CVS multiple times stating what criteria I meet, and every time I get denied. They say it can take up to 14 days for a decision, and I have received denials in as little as 5 minutes. This makes it appear they aren't even reviewing the appeals, just deny them. Every denial letter states the reason for the denial is completely different criteria than what was submitted. There is no reason I do not qualify for Wegovy, and CVS needs to do their part and authorize this drug. Thank you for your time.

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on April 13, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is on the formulary for the members plan; however, it requires a review of the plan elected drug specific criteria prior to coverage. On January 17, 2025, and January 22, 2025, the members prescriber submitted prior authorization requests for the requested medication that were denied due to not meeting the plans criteria for coverage. Adverse determination letters were sent to the member and their prescriber.
  
  On February 14, 2025, the members prescriber submitted a non-urgent 1st level appeal for the requested medication that was denied due to not meeting the plans criteria for coverage.
  
  On February 21, 2025, the members prescriber submitted a 2nd level appeal for the requested medication that was denied due to not meeting the plans criteria for coverage.
  
  On March 21, 2025, the member submitted an urgent external review request for the requested medication that was denied due to not meeting the plans criteria for coverage. Written notification of the denial was sent to the member and their prescriber.
  
  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, 
  ********* *******
  Advocate
  
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/8/2025 after going back and forth about Pre Authorizations for prescriptions my doctor has previously prescribed. *** Specialty NEVER provides call backs when promised. They rely solely on automated services to update patients on time sensitive medications. FINALLY, once all the paper pushing was resolved, I spoke with a representative to get my medication shipped off. I was required to take this medication on Friday, April 11th, between the hours of 8pm-10pm, the medication arrived at 6pm that day, only to find out that they FORGOT to include the PEN that is required to administer the medication. I immediately placed a call to their after hours line, where I was told that a representative from that department, would not be in, until the following day, and that I would receive a call from someone at 8am PST. Needless to say, I never got that call, Have been unable to take the TIME SENSATIVE fertility medication, that Ive paid $75 for. As anyone is well aware, you CAN NOT SKIP OR MISS doses of medication, if you do, the entire fertility cycle, as well as the thousands of dollars is at risk of being NULL/VOID. This is not the first time I have run into these kinds of delays with CVS Speciality. They need to be accountable for this misshap.

  Business Response

  Date: 04/15/2025

  To Whom it May Concern:

  
  Please see the attached response to complaint number ********. Please confirm receipt of the response.

  Thank you.

  ****** ****

  Advocate

  Customer Answer

  Date: 04/15/2025

  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. 

  The first part of the response is correct. I did NOT receive the pen injector that was supposed to be included to administer the medication. I immediately called the 24 hour emergency number on 4/11/25, and was told that nobody was available in the fertility department and someone would call me on 4/12/25 at 8am. 8am on 4/12/25 came and went, by 8:30am I then began calling and spoke to a very pleasant representative named *******, she was very empathetic and tried to find local pharmacies in my area that could supply the pen to me. She asked me to contact Alto pharmacy in ************* to see if they could possibly deliver a pen to me the same day. I contacted Alto, but was advised that they unfortunately they could not deliver a pen to me until Tuesday, April 15th at the earliest. So I then called CVS Specialty back. At this time its 9am (12 hours after the time I should have taken the dose) and I got *******. ******* could not have been ***** to me. She made statements such as well you can check with your doctor and we can request a pen from another pharmacy. I explained to her that I just hung up with *******, who did advise me that it was possible. After another few minutes of ******* being short and condescending in her tone, I requested to speak with a manager. ******* informed me that there werent any available managers, so I requested to speak with anyone else besides her. She placed me on hold for 20 minutes. I finally hung up and called right back. Upon calling back I got ******, the team lead. She listened to my concerns and said she was told a little about the situation but was unaware that all of this was due to an error made by ***. She explained that she would have a pharmacist contact me to instruct me on how to inject the medication with a needle/syringe, and that the Pharmacist would contact me shortly. I awaited the call from the pharmacist and spoke to her. She instructed me on what to do for the dose that I needed to take at 9pm that evening. ****** did call me back, and I missed her call. I immediately called her back, and got ******* again. This time I asked ******* to transfer me to Andreas ********** and for some reason she was hesitant to do so. She placed me on hold AGAIN, for 10 minutes. I grew impatient, called right back and got ******, whom immediately transferred me to ******. ****** advised that she had set up for the pen to be delivered via courier on 4/13/25 (2 days after the original dose was to be taken). ****** did go above and beyond to fix the situation, however, the fact remains, I still missed a dose of medication during an egg retrieval cycle, and missing that dose has the potential of not allowing the follicles to grow, as needed. So the response sent by ******* ****, still lacks the appropriate accountability that should be taken when dealing with timed medications for such an expensive medical process. I do not accept that cut and dry response, and would like all recorded phone calls to be pulled confirming everything that I have explained above. 
  
  
  FAQ
  
  Regards,

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

   

   

  Business Response

  Date: 04/28/2025

  Dear Mr./Ms.

  
  Please see the attached response to complaint ********. Please confirm receipt of the response.

  Thank you.

  ****** ****, Advocate

• Initial Complaint

  Date:04/11/2025

  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.

  My daughter is in need of a weekly medication .They promised it would be delivered by the date of her next dose.Yhey dont deliver it and rescheduled for delivery a week later.

  Business Response

  Date: 04/15/2025

  Good afternoon, 

  Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.

  Best Regards
  ******** Mczeal | Advocate, Presidential Response Unit
  p **********************
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