Business Profile
Health Insurance
CVS CaremarkHeadquarters
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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 ComplaintThe 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:05/19/2023
Type:Service or Repair IssuesStatus: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.
For my mother's convenience I have told her to provide caremark as prescription service as they provide free delivery. As my mother ages it is not convenient to pick up medication all the time as it is covered 100 percent of the time. In 10/02/2022 I told caremark not to just fulfill orders because vitamins are not covered (vitamin D) in this case and she is in a budget and I already purchase it for her. I sent a ticket and removed my billing so she does not get random billing for the crooked doctors writing prescriptions which are not covered by ********* For example they would write fish oil that cost 500 dollars that is unacceptable.However cvs still filled an unnecessary order for vitamins that is not covered by her insurance of $7.70 with no billing information on file and I told them not to fulfill these orders without prior authorization. Will be filing a letter to attorney general for fulfilling these prescriptions that is unwanted and unnecessary if cvs doesn't fix their prescription consent as you cannot send prescriptions not authorized with payment due. This is fraud.Business Response
Date: 05/22/2023
May 22,2023
BBB serving Eastern *************, *****, ************, and *******
************************************************************************************************************************-4705
Complaint # ********
To whom it may concern:
CVS Caremark is in receipt of the above referenced complaint. However, we cannot address the members concerns due to the lack of information on any claim, including prescription number and patient date of birth or ID. Once that information is received, we can address the members complaint.
We value our members and remain committed to our purpose, helping people on their path to better health.
Sincerely,
CVS CaremarkInitial Complaint
Date:05/17/2023
Type:Service or Repair IssuesStatus: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.
CVS Caremark has been calling to remind me that I have prescriptions that need to be refilled. I get a notification already from my pharmecy directly which isn't CVS or affiliated with CVS. I have told them to stop calling me as I already have it handled with my pharmacy and dr itself. I am still receiving phone calls. I have spoke to Caremark and my insurance and both say there is not a phone number contact on file and don't know why I am recieving the phone calls. I just want it to stop it is continuing almost daily and boardering on harrasment.Business Response
Date: 05/25/2023
May 25, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the ***** Better Health ******** health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 17, 2023.Thank you for the opportunity to address the beneficiarys concerns.
Per the members request we have unenrolled her from the Caremark pharmacy advisory program.
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 AdvocateCustomer Answer
Date: 05/25/2023
[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:05/16/2023
Type:Order IssuesStatus: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 medicine that was approved thru caremark is no longer being covered. I was told to go thru an appeals process, which I did. I was also told I needed to try different medications in a lower drug class that were not as effective, to satisfy caremark. I did that and suffered for over 3 months while trying to appease them, and now, after taking all of those steps, I am still unable to get the medication that was proven effective for my condition. My doctor and myself have made attempts over the past 5 months and we are still unable to get this medication approved with no reason as to why. No other correspondence with a reason have been given. I have had the same insurance coverage with the same employer for 26 years. The medicine was covered at a higher cost (non generic) by caremark in 2018. The medicine is needed, so I am now paying out of pocket for the prescription.Business Response
Date: 05/17/2023
May 17, 2023
BBB serving Eastern *************,*****, ************, and *******
************************************************************************************************************************-4705
BBB Complaint # ********
To whom it may concern,
CVS Caremark is in receipt of the above referenced complaint. However, we cannot address the members concerns due to the lack of information on any claim,including prescription number and patient date of birth or ID. Once that information is received, we can address the members complaint.
We value our members and remain committed to our purpose, helping people on their path to better health.Should you or the beneficiary have any additional questions or concerns, please do not hesitate in contacting me at **************.
Sincerely,
CVS Caremark
Service Recovery Unit
***********************************************************************************************
**************
*************************Initial Complaint
Date:05/16/2023
Type:Service or Repair IssuesStatus: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 struggled receiving my medication as it has been prescribed by my Doctor. I take this medication every 12 weeks as prescribed. Every single fill for the past 1+ year has been pulling teeth to receive my medication. It is constantly a different story... from prior authorization (which is good for a year but I have been told this MULTIPLE times over the past year), from co-pay assistance not going through (when in fact the employee of CVS continued to run the payment incorrectly time after time), to needing a refill. It is all nonsense. Your pharmacy is clearly incompetent and unable to dispense medication as prescribed by a medical professional. I have dealt with your incompetent employees and management for over a year-- running into an issue every single 12 weeks. It is always a different story and I have continuously received my medication late due to your employee's negligence. I ordered medication most recently on May 9th, you sent me a text and said you needed info from my doctor's ******* I contacted them that morning and they received a request from your pharmacy for a RX refill that day. I was scheduled to receive medication today, however is didn't arrive. (No surprise really as you guys have continuously dispensed medication late time and time again.) When I contacted your pharmacy to see why my order hadn't arrived I was told that it was being denied, yet again. I received ZERO communication from your pharmacy following that text these past 9 days. that my medication was unable to be delivered ON TIME. I finally called today and found out we need a prior authorization (again!!!? HOW?! I was told that was the problem my last refill 12 weeks ago!) You guys failed yet again. My issues have been escalated to upper management every single order and not one single employee has ever followed up with me or stayed in contact to confirm things were moving ahead as prescribed by a doctor.******** and absolutely INSANE!!Business Response
Date: 05/25/2023
May 25, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the **** ********* Painters health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 17, 2023. Thank you for the opportunity to address the beneficiarys concerns.
Upon review, a prior authorization is required for the medication in question. Prior authorizations are not managed by Caremark they are managed by *********************** whose phone number is ************. Member and/or prescriber can contact *********************** to request a status update.
Additionally,Specialty is working with the member to assign a single point of contact for future refills or concerns. This will be one person the member can speak with instead of going through multiple customer care agents.
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 AdvocateCustomer Answer
Date: 05/25/2023
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.
FAQThe information provided by CVA Caremark is not accurate according to their website. CVS Caremark REQUIRES me to use their Pharmacy (CVS Specialty) or they will not cover my prescription. Per CVS Caremark website, screenshots are attached for reference, PA's should be requested BY THE PHARMACY (the company they OWN AND REQUIRE ME TO USE.) Their company has repeatedly failed to take the proper steps to ensure I receive my meds in a timely manner.
Also, you will see CVS Caremark states on their website they review and approve PAs submitted by the doctors.
CVS Specialty, the pharmacy owned by CVS and the pharmacy I am required to fill my meds with, had contonuously dropped the ball.
I am waiting on some additional documentation showing that in fact CVS Specialy Pharmacy's charges for meds are cheaper than other local pharmacies. Afterall, CVS Caremark's site clearly states the reasoning to require patients use their Specialty pharmacy is to keep cost of medication lower. Seems to be inaccurate information according to information I am collecting from local pharmacies in my area.
I did finally receive a call today from a Specialty contact who will be handling my account moving forward. However, I feel after 1 year of your CVS Pharmacy dropping the ball is completely ridiculous this is just now being addressed.
Please let me know my next steps to determine a local pharmacy who is competent that I can use to fill my meds locally.
Thank you.
Regards,
******
Business Response
Date: 06/02/2023
June 2, 2023
BBB serving Eastern *************, *****,************, and *******
5 *************. Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the **** ********* Painters health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 31, 2023. Thank you for the opportunity to address the beneficiarys concerns.
CVS Specialty will complete prior authorizations for the clients who opt for CVS Specialty to do so. In the screen shots provided by the member it appears the member is on the basic website and not logged into their specific account. The members specific plan has opted for CVS Specialty to not complete prior authorizations for the medication in question and the request must go through ***********************,whose phone number is ************.
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 AdvocateInitial Complaint
Date:05/13/2023
Type:Service or Repair IssuesStatus: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.
Filling a complaint against CVS/Caremark to get to higher level management to resolve serious issue in regards to getting an appeal for growth hormone for my son. He is 13 now and is in 7th grade has been at the lowest percentile growth rate for his age. His 4'3 and still only weighs between ***** lbs. It was determined by a gastroenterologist, endocrinologist, and primary that this is definitely necessary. This is not cosmetic and absolutely necessary for his health and growth but Caremark keeps denying appeals. I will seek legal action or a lawsuit if my son can't get his growth hormone medicine covered.Business Response
Date: 05/22/2023
May 22, 2023
BBB serving Eastern *************, *****,************, and *******
********************************************************
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Teamsters Western Region 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, this complaint was previously responded to via BBB complaint number ********. An initial prior authorization was received on May 27, 2022 and was denied due to not meeting plan requirements for coverage. A second prior authorization, with no additional clinical information was received on September 19, 2022 and was denied for the same reason. A first level of appeal was received on November 24, 2022 and denied on December 7, 2022. Next steps for the member or their prescriber would be to file a second level appeal through the plan. This request can be sent to:
SOUTHWEST SERVICE Att:Appeals Department
P.O. Box 43110
*******, ** **********
Fax: **************
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 AdvocateInitial Complaint
Date:05/12/2023
Type:Service or Repair IssuesStatus: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 deals with medications for my insurance, ***************** Blue Shield. I have MS and ADD. Three of my doctors provided medical records and letters saying that a certain medication was medically necessary to treat my conditions. Caremark denied me the medication 3 times! I called to find out what to do, and talked to 4 different people and was on hold for over five hours between all those phone calls and heard 4 different things as to what action I could take next. They finally told me that I was out of appeals and that theres nothing they could do to get me the medication.Business Response
Date: 05/17/2023
May 17, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Members Plan. This letter is in response to the correspondence we received from your office on May 13,2023. Thank you for the opportunity to address the beneficiarys concerns.
Upon review, the medication in question is not covered by the Members Plan and requires a formulary exception request for coverage consideration. An exception request was received and denied on March 17, 2023. The medication was denied because the request did not meet the Plans coverage guidelines for this drug. Plan criteria states the member must try three formulary alternatives before coverage will be considered. Documentation from the prescriber shows the member has tried two formulary alternatives.
A first level appeal was received on March 27, 2023. Upon review, the decision to deny the formulary exception request was upheld on March 30, 2023.
On May 11, 2023 an external review was completed by a ******************************** This agency is assigned by the Plan. The external review was reviewed and denied due to documentation stating member has tried two alternatives instead of the required three.
As outlined in the denial letters sent to the member, trial of one more alternative is required before coverage can be considered.
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 AdvocateCustomer Answer
Date: 05/17/2023
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 # ********. I have tried more than two alternatives. These outside doctors do NOT know my history of MS and ADHD like my regular doctors do. I spent over 5 hours on the phone with 4 different CVS Caremark reps and got 4 DIFFERENT answers as to what I could do next. One told me that a case manager had ultimate say and to call my health insurance. I did, and they told me that they had NO say and we got on a 3 way call. I was passed to a CVS Caremark supervisor who told me that I had no recourse. I have been without any kind of stimulant medication for MONTHS as this saga played out. I SUFFERED while I waited, was on the phone for HOURS, and kept being told to sign this document and that document, only to be told I had no options. I also had a CVS Caremark rep tell me that she would check on some other medications for me and call me back- of COURSE, no help or callback.
FAQ
Regards,***
Business Response
Date: 05/24/2023
May 24, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Members Plan. This letter is in response to the correspondence we received from your office on May 13,2023. Thank you for the opportunity to address the beneficiarys concerns.
Upon review, the medication was denied because the request did not meet the Plans coverage guidelines for this drug. Plan criteria states the member must try three formulary alternatives before coverage will be considered. Documentation from the prescriber shows the member has tried two of those formulary alternatives.
As outlined in the denial letters sent to the member, trial of one more alternative is required before coverage can be considered.
Finally, we understand the level of service the member received did not meet their or our expectations, and we sincerely apologize for any frustration or inconvenience the member may have 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 or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.
Sincerely,
*****************************
Member AdvocateInitial Complaint
Date:05/09/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CVS Caremark has been a nightmare! If you can avoid them DO IT INSTANTLY! I was prescribed a medication that needed prior authorization. My doc put it in and I contacted cvs for 2 weeks with them only to keep telling my its awaiting approval from my insurance. Then I come to find out its really cvs Caremark who authorizes it as long as it follows the guidelines of your insurance. Its been 2 weeks and nothing. Called and messaged them every day to see, as well as my doctor. *** says it takes 72 hours to get prior authorization, and its been 2 weeks. I stress that Im gonna miss a dose if I do not get it.. tomorrow at this point. And all they say is too bad or oh well we cant do anything about it. A pharmacy who doesnt care if you miss a dose??!! Stay clear from them if you can!!!Business Response
Date: 05/18/2023
May 18, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of Members Plan. This letter is in response to the correspondence we received from your office on May 10, 2023.Thank you for the opportunity to address the beneficiarys concerns.
Upon review, a prior authorization was received and approved on March 22, 2023, under a different plan. This plan ended on April 21, 2023 and the Members new plan became effective April 24, 2023, and a new prior authorization was required under the new Plan. A prior authorization was received on May 10,2023, for the medication in question. The prior authorization was approved for a year until May 10, ****. The medication was shipped on May 11, 2023, and according to *** tracking number 1Z76824WNW88815676 was delivered on May 12,2023.
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 AdvocateInitial Complaint
Date:05/07/2023
Type:Service or Repair IssuesStatus: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 trying to get a prescription filled since April 20th. I have called over 5 times and each time they blame my doctor for not calling them when she has. I do not know why they can't fill my testosterone, or why they won't reach out to me when there is an issue. My doctor has sent it over 3 times and nothing. This prescription is my testosterone and without it (for 3 weeks now) I am haven't severe moodswings, outbursts, and it is negatively impacting my mental health. I have had suicidal thoughts due to their incompetence. I need to take this hormone weekly to maintain my levels. The stress of this situation is making me exhausted, I can't sleep at night because of it, and my doctor has spent over an hour talking to them being assured it is handled when it is clearly not. I can't go to a different pharmacy because my insurance forces me to go through caremark. I don't know why they are doing this to me or why they don't care.Business Response
Date: 05/17/2023
May 17, 2023
BBB serving Eastern *************, *****, ************, and *******
5 *************.Suite 100
***********, ** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Stark ************* 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 7, 2023.Thank you for the opportunity to address the beneficiarys concerns.
On May 12, 2023,Caremark received a prescription from the members prescriber. The order shipped on May 12, 2023, *** tracking number 1Z6F21974414084119.
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 AdvocateCustomer Answer
Date: 05/18/2023
[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,
Finnick VestInitial Complaint
Date:05/04/2023
Type:Sales and Advertising IssuesStatus: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.
They keep soliciting for me to buy my medicine from them. I have a provider that I get my medicine from. I do not want them looking into my medical records and I want them to stop calling me. I just want them to leave me alone.Business Response
Date: 05/04/2023
May 4, 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 May 4, 2023. Thank you for the opportunity to address the members concerns as expressed in File no. ********
In accordance with directives implemented by WellCare, all member grievances will be addressed and responded to by the client. CVS Caremark has forwarded the concern to WellCare on May 4, 2023. Please reassign the members concern accordingly. Going forward all WellCare concerns should be sent directly to WellCare. WellCare will partner directly with CVS Caremark regarding PBM concerns. WellCare can be reached at:
WellCare Health Plans, Inc.
Attn: Grievance Department
P.O. Box 31384
*****, ** **********
Phone: **************
Fax: **************
Email: *************************
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 AdvocateInitial Complaint
Date:04/30/2023
Type:Product IssuesStatus: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 work for a large multinational company and CVS Caremark is the prescription medication provider for my company. My company's prescription plan states that maintenance medications are covered at 100%. However, I take synthroid everyday and will have to take it for the rest of my life. Even though CVS claim it is a maintenance drug, they refuse to update their systems and I keep getting charged $22.14. In the last case, I had to call three times to get my call escalated to someone who said they would take care of it but never did. They told me they would send me the medication overnight and credit the billing but the medication took 4 days to get to me and I was charged for it. In the meantime, I had to urgently request the medication from a local CVS pharmacy who ironically have a different system than CVS Caremark. Thus, under the emergency, I had to pay local CVS $22.14 for the prescription as well. Now that it is time for me to renew the medication, I'm getting text reminders from CVS to refill but they are still charging $22.14. When I call CVS, it takes over an hour on hold before anyone answers. I need a refund of $44.28 for my two purchases and I need the billing system updated to correctly reflect the pricing of my medication.Business Response
Date: 05/11/2023
May 11, 2023
BBB serving Eastern *************, *****, ************, and *******
************************************************************************************************************************-4705
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Conoco ******** health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 1, 2023. Thank you for the opportunity to address the members concern regarding prescription cost.
Caremark reviewed the claims in question and confirmed each claim processed according to the plans benefits. The member can visit Caremark.com, select the prescriptions tab, and then view financial summary for more 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
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