Business Profile
Health Insurance
CVS CaremarkHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Health Insurance.
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:04/27/2023
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.
CVS Caremark is purposely denying coverage for a medication prescribed by my doctor. They keep changing rules on prior authorization so they can keep denying refilling a medication, one that was prescribed by my doctor for level 2 obesity. I am trying to take my health seriously and prevent diabetes. I have lost 30 lbs so far taking the medication and have 50 more lbs to lose. Because of CVS Caremark, I have been out of medication for 11 days and cannot afford to pay for it out of pocket. Because they have denied authorizing coverage of my medication twice in the past month, now I have to wait for an appeal to be filed which wastes more time. It is obvious they this company is attempting to not pay for the medication at all and is not concerned about my health at all.Business Response
Date: 05/03/2023
May 2, 2023
BBB serving Eastern *************, *****, ************, and *******
********************************************************************************************************************************************************
Complaint # ********
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 April 27, 2023. Thank you for the opportunity to address the members concern regarding the denial of drug coverage request.
Upon review, we have verified that the members prescriber submitted 2 coverage request for the medication in question. On March 24, 2023 the members prescriber submitted a coverage request that was denied the same day due to insufficient information received to process the request. On April 4, 2023 the prescriber submitted another coverage request for the medication that was also denied the same day due to insufficient information received to process the request.
Should the member choose to pursue an appeal, the member or prescriber would submit the request to Caremark via fax at ************** or by mail to Prescription Claim Appeals MC 109 CVS Caremark P.O. Box ***** *******, ** 85072.
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:04/25/2023
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.
My doctor is prescribing a needed prescription for my daughters health condition and they keep denying it saying not needed! Are they doctors now here too?Business Response
Date: 04/28/2023
April 27, 2023
BBB serving Eastern *************, *****, ************, and *******
********************************************************************************************************************************************************
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 April 25, 2023. Thank you for the opportunity to address the Members concern regarding rejected prescriptions.
Upon review, there are two recent prescription requests for the Member. Both are brand prescriptions and are excluded by the Plan; only covered once generics have been tried or the prescriber provides a medical exception coverage request. On April 14, 2023, a coverage request was submitted for both prescriptions, one was approved, and the other request did not meet the Plans criteria for coverage based on the information submitted.
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: 04/28/2023
my daughter is a diabetic and you are taught to clean the area before you stick her, every diabetic I know follows this and doctors office, plus everyone I know covers alcohol wipes on the sir *********************** We looked up the generic brand as well and it shows not covered and stares unnecessary. So if my doctor is prescribing it and saying its needed are you smarter than my doctor. Your response to me was its only $1 why cant you just buy them when I called in So my response will be the exact same its only $1 why cant it be covered if it is NECESSARY according to medical professionals.
Business Response
Date: 05/05/2023
May 5, 2023
BBB serving Eastern *************, *****, ************, and *******
********************************************************************************************************************************************************
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 1, 2023. Thank you for the opportunity to address the members concern regarding rejected prescriptions.
The prescription the member is attempting to obtain is not a covered benefit under their Plan. The member or prescriber may file an appeal through the means described below.
Should the member choose to pursue an appeal, the member or prescriber may submit the request to Caremark via fax at ************** or by mail to Prescription Claim Appeals MC 109 CVS Caremark P.O. Box ***** *******, ** 85072.
To date, CVS Caremark has not received an appeal request.
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:04/20/2023
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.
My Doctor sent my prescription for a 90 supply of Vyvanse 60mg capsules on March 15 2023. It is April 19th and I still don't have my medicine. I have repeatedly contacted CVS Caremark. They keep telling me different stories. 1. There is a stimulant shortage right now. The shortage ONLY applies to ADDERALL. ******** 2. Your medicine is on back order and we are unable to fill it. We don't know when we will have more. 3. Your medicine is not on back order we will escalate this to a senior representative to get your medicine pushed through processing and shipped over night. They didn't do this at all. They lied to me. After my last phone call to them they told me my medicine was not back ordered and it needed 2 business days for processing. It's been FAR to long pasted 2 **** business days. I don't have my medicine, I ran out back in March. This company is ruining my life. I can't keep up on my job. Because I don't have my medicine. They just keep pushing the ship date of my medicine back later and later like they don't want me to have it. I have already paid them $638 for my medicine.Business Response
Date: 04/27/2023
April 27, 2023
Better Business Bureau
5 *************. Suite 100
*********** ** 01752-1927
**************
www.bbb.org/**/**
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the *** ***** and Company health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 20, 2023. Thank you for the opportunity to address the members concern regarding drug availability.
Upon review, on March 30, 2023 the member spoke with customer care and was informed there was insufficient stock to fill the order. If the member needs their medication immediately, the member should check with other retail pharmacies and have their prescriber send a new prescription to that retail pharmacy.
We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.
Sincerely,
*********************************
Member AdvocateInitial Complaint
Date:04/19/2023
Type:Product 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 sent medications I did not need or want. I returned them and they refuse to credit my account. Invoice #*********. Order# ********** $20.00 , for albutroal inhaler, order # ********** $7.71 amiprasal. The 2 items were returned with a 3rd medication. That 3rd medication was refunded. The company refuses to refund my account for medication I had returned to them. Please help.Business Response
Date: 04/27/2023
April 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 ******* Communications employee health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 19, 2023.Thank you for the opportunity to address the beneficiarys concerns.
The medications that were shipped were new prescriptions received from the prescribers office.Caremark policy is to ship those medications once received. CVS Caremark has now placed a note on the members account requiring members authorization to fill new prescriptions. Any medications that the member has placed on auto refill will still be automatically filled.
As a one-time courtesy we have credited the members account $28.14 leaving the member with a $0 balance. Please note that future returns must be authorized by customer care prior to returning the medication.
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: 04/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:04/18/2023
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 am attempting to file a complaint first with CVS/Caremark to address the denial of growth hormone for my son which has been deemed medically necessary by 3 of his specialists, the major one being the endocrinologist. My son is now 13 (7th grade) is 4'3 and still weighs ***** lbs. He has been under the growth percentile rate for children since he was young and after going to and seeing many doctors, it was determined that he needs to catch up hence 3 doctors sent over all his medical records indicating that this was medically necessary and that this is not a cosmetic type situation. Should this not get resolved, I will take this to a legal battle as this company is denying my son's right to have normal growth and development. We aren't asking for much, just asking for the medicine to be covered especially when three doctors have rested their cases. A legal battle to follow if I can't get his medicine covered.Business Response
Date: 04/26/2023
April 26, 2023
BBB serving Eastern *************, *****, ************, and *******
*******************************************************
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion Members plan. This letter is in response to the correspondence we received from your office on April 19, 2023.Thank you for the opportunity to address the beneficiarys concerns.
Upon review, 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:04/17/2023
Type:Product 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.
Original request for stellara was denied to treat a severe outbreak of psoriasis covering 90% of my body. I completed several rounds of alternative medications such as methotrexate, otezla and pill form of Sotyktu. On 3/2/2023, prior auth was submitted for Sotyktu (see letter attached) and advised the preferred drug is consentyx, enbrel, humira, otezla, skyrizi, stellara and Tremfya. My MD turned around and submitted a prior auth for skyrizi and this was denied. It seems as though the preferred medications are being denied despite multiple treatment failures and being in the list they recommended in this letter attached. I would like to have this corrected so the I can receive the medication in the list they recommended instead of constant denials. This is the third denial for a medication.Business Response
Date: 04/24/2023
April 24, 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 April 21, 2023.Thank you for the opportunity to address the beneficiarys concerns.
A first level appeal was received on April 18, 2023 for the medication in question. The appeal was approved for a year from April 18, 2023 to April 18, ****.
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: 04/24/2023
[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:04/16/2023
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 won't give me the price of my insulin, my insulin pump supplies, and my dexcom sensors. I spent 1 hour 20 minutes on the phone and spoke with 3 people. No one could tell me the prices of my prescription. They just wanted my credit card info! I said no! I need to know what you are charging me. They couldn't tell me. Help!!! I need my insulin!!!Business Response
Date: 04/26/2023
April 24, 2023
Better Business Bureau
5 *************. Suite 100
*********** ** 01752-1927
**************
www.bbb.org/**/**
Complaint # ********
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 April 16, 2023. Thank you for the opportunity to address the members concerns.
The member can access pricing information by logging in to Fidelity NetBenefits at netbenefits.com/northropgrumman or calling ************.
Finally, we apologize for any 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,
********* Ridgell
Member AdvocateInitial Complaint
Date:04/14/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Trying to get a script filled for over a week. Spent 4.5 hours on the phone trying to take care of the needed Prior Authorization, which I was told was handled last month before I successfully filled that same script, one I have been getting from CVS for 5 years! One person after another gave me misinformation, I spoke to 3 supervisors, cvs called my dr 3 times with the same question. FINALLY, I'm told it's approved and in process. I heard that 3 different times today. After which I called because the status online still showed on hold. That rep told me the issue I worked on for hours was, again, not in process, so he called the dr AGAIN. Comes back, claims it's all handled, but there's an issue, the med is out of stock. I'm not getting the emails, txts, and calls for notifications although they confirmed I am set up for all 3. The med is a controlled substance, so they can't hold the script and fill it when it's in stock, I have to start all over again, assuming they fixed the original iissue, but I have to call the dr to get a new script when in stock, but there's no way for me to know when they get it in stock. I tried the Board resposible for accreditdation, but couldn't find what I needed. I'll call them in the morning. TOTAL INCOMPETENCE. From a health care proviider!!!!!!!!!! WTF!Initial Complaint
Date:04/12/2023
Type:Product 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.
Had a prescription ordered through CVS Caremark on 3/23/23 which should have cost $9.61. Caremark instead charged my credit card $45.37. When I caught this and contacted them, they stated that they had mischarged it, they didn't know why it happened, but would process a refund to correct the amount. Told me this would post in a few days. After giving it a week, there was still no refund posted to my credit card. I called again, this time was told that it showed to be processing in their system and to give it until the end of the week. I waited until that following week, still no refund posted. I called them again today, my 4th time contacting them regarding this issue, and they are now telling me that I had a past due amount from 2021 that this $45.37 charge included. My financial summary on their website shows I have no past due balances - I have checked all the way back to 2020. Furthermore, they have my credit card on file and are the ones that charge my card. I have not in the last 2 years received any communication (email or paper notice) regarding a past due balance with them. I would like to see a refund of the difference in the above amounts asap.Business Response
Date: 04/20/2023
April 20, 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 ****************************, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 13, 2023. Thank you for the opportunity to address the beneficiarys concerns.
Upon review, the past due balance of $35.76 is from three prescription orders in 2022 and 2021. On March 18, 2022, there was an order for $14.94. On December 26, 2022, there was an order for $14.94. On December 2, 2021, there was an order for $5.88. The credit card that was on the members account was removed on October 18, 2021. This was an automatic bank update. All orders were shipped with an invoice.
As a one time courtesy,the $35.76 balance was refunded to the member on April 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 AdvocateCustomer Answer
Date: 04/21/2023
[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:04/11/2023
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.
EVERYTIME I need medication for my health after doing labs and paying for specialists this company rejects my prescriptions pre authorization is what its called but the prescriptions it self written by the doctors is telling the company I need this medication it takes months for them to finally get in touch with someone to get whats needed and dr offices dont have time or patients to track down the insurance company for medications needed its always something with releasing meds and I dont understand it my entire face is broken out and my prescription was rejected just like every specialist medication that was prescribedBusiness Response
Date: 04/19/2023
April 17, 2023
Better Business Bureau
5 *************. Suite 100
*********** ** 01752-1927
**************
www.bbb.org/**/**
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the DeKalb ***************** health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 12, 2023. Thank you for the opportunity to address the members concern.
Upon review, we have verified that on April 12, 2023 the members prescriber submitted an online coverage request that was approved from April 12, 2023 until April 11, 2024.
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
CVS Caremark is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.