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Business Profile

Health Insurance

CVS Caremark

Headquarters

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

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CVS Caremark has 42 locations, listed below.

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    Customer Complaints Summary

    • 515 total complaints in the last 3 years.
    • 162 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Caremark is overcharging patients for by not allowing patients to fill 90 day supplies on their medications. For example, I am on Linzess and with the Linzess card provider by its manufacturer I can get 90 days for $30 (split billed to insurance first and then this card). Caremark is not allowing my 90 day fill and makes me pay $35 for 1 month. I have tried lactulose and it does not work.

      Business Response

      Date: 01/31/2023

      January 31, 2023

      BBB serving Eastern *************, *****,************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      Complaint # ********

      To whom it may concern:

      CVS Caremark administers the prescription benefits portion of the CVS Caremark employee health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on January 21, 2023. Thank you for the opportunity to address the beneficiarys concerns.

      Per the members request, an override has been entered to allow the medication in question to dispense 90 days at a time. The override will last for one year. The member can contact customer care to request an extension.

      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:01/19/2023

      Type:Order Issues
      Status:
      Answered
      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 11/6/22 a Prior Authorization expired. CVSCaremark withheld information that a Prior Authorization form had been on file. Some representatives suggested looking for coupons others recommended having my physician submit a Prior Authorization. All insisted they were "doing everything they could" none could explain the cost increase until 12/7 when they admitted a prior authorization had expired.On three occasions the exceptions department refused to receive the Prior Authorization forms submitted by my physician. Representatives stated that a prior authorization form was not needed and with held information that would return my out of pocket costs back to $30.I had to take several days off work to conserve the medication.Three days before Christmas, I paid $261.77 for a 30 day supply. An Accolade representative informs me a tier exceptions form will likely return the out of pocket cost to $30.From 12/23/22 through 1/4/23 I call and message CVS Caremark regarding the status of the tier exception form. CVS Caremark refused to reply in writing. Instead they stated they had "tried to reach me by phone" but there were no calls to my phone during this period.On 1/5/23 CVS Caremark confirms the Tier Exception is approved and the next refill will have an out of pocket cost of $30.1/18/23 the out of pocket cost for the refill is $261.77 and I am unable to take the medication. CVS Caremark asks for a Prior Authorization form. I escalated to a manager who agrees a Tier Exception form is necessary but isn't able to find the department the Tier Exception form went to. I explain that not only was the form received it was approved on 1/5.The manager asks me to wait on a case work who is to provide an emergency override while they recover the tier exception approval.I believe this company is stalling as a tactic to not fund these prescriptions.

      Business Response

      Date: 01/26/2023

      January 26, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      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 January 19, 2023. Thank you for the opportunity to address the beneficiarys concerns.

      Upon review, the medication in question is a non-formulary brand medication. A tiering exception request was received and approved from January 25, 2023 until January 25, 2026.The beneficiarys copay will now be $30 for a one-month 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,
      *****************************
      Member Advocate

    • Initial Complaint

      Date:01/18/2023

      Type:Product Issues
      Status:
      Resolved
      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 or around 12/31/22, I had my doctor submit a prescription for my Synthroid to CVS Caremark for their mail-order delivery, and paid them $17.38. I had not used this service for several years. I received an email from CVS confirming that the prescription was received, but that it was going to be sent to my former address. I logged into my account before the order was shipped, and updated my profile with my current address. The prescription was still shipped to the old address . I contacted them on the phone about this, and was told that once the package was delivered, they could have it re-shipped since it went to the wrong address, but they were unable to modify thr shipping address for this order, since I did not update my info before it was placed. I expressed concern about my medical information being compromised by having a prescription delivered to a wrong address, and felt that CVS did not care. I waited until I saw confirmation that the package was delivered to my old address, and reached out again. I got an email and phone message reply stating that they would not be re-shipping a new prescription, and that I would not be getting a refund for the order. I am filing this complaint due to the lack of care shown by this company, the lack of HIPAA compliance with my personal medical history, and the refusal to refund my money for a shipment I did not receive.

      Business Response

      Date: 01/26/2023

      January 26, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      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 January 18, 2023.Thank you for the opportunity to address the beneficiarys concerns.

      Upon review, the order in question was placed on December 31, 2023 and was ready for shipping on that same date. The beneficiary did update the address on file on December 31,2023 however the order was already in label print and the shipping label had already been printed with the address we had on file previously. We credited the beneficiarys credit card $17.38 on January 19, 2023.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      *****************************
      Member Advocate

      Customer Answer

      Date: 01/26/2023

      [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:01/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      CVS Specialty Pharmacy is extremely unprofessional and can not properly provide adequate custome service nor proper medical delivery.I have called twice to get a shipment of my critical medication for a while for kidney transplant and each time I get a false answer about when my medication will arrive.I was told it would arrive promptly by Tuesday 01/10/23. Never arrived. CVS claimed they never promised that day and have not processed my order. Then they changed it to 01/13/23 and I still have not gotten my critical medicine for kidney transplant.I require my medication immediately and want to file a formal complaint with CVS for false treatment of patients and medical care

      Business Response

      Date: 01/26/2023

      January 26, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      Complaint # ********

      To whom it may concern:

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

      A Specialty pharmacy representative contacted the member on January 14, 2023, placed a refill order for his medication, and it was delivered to the member that same day. 

      Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.

      Sincerely,

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

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      If I could leave a zero star I would. Also, they have decided they know better than my doctor. It's insane how bad these guys are. I stopped using their local stores years ago for refusing my insurance (they don't train). Now they won't fill an rx, despite getting the preauth 4 times! I stopped taking the drug. Now this has happened again. Its to the point I may need to seek legal action due to their incompetence. DON'T EVER USE ANYTHING RELATED TO CVS, CVS/CAREMARK!

      Business Response

      Date: 01/30/2023

      January 30, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      Complaint # ********

      To whom it may concern:

      CVS Caremark administers the prescription benefits portion of the Centene health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on January 19, 2023. Thank you for the opportunity to address the members concern regarding the denial of their prescription claims.

      Upon review, we have verified that the medication in question is covered by the plan with approval of prior authorization. We initiated a prior authorization request on January 20, 2023, but the request was closed due the prescriber not responding. A second request was initiated on January 25, 2023. This request was denied based on the diagnosis code that was provided. The prescriber may attempt to complete a new prior authorization by contacting our prior authorization department at **************. 

      Finally, we understand the level of service the member received did not meet with his or our expectations, and we sincerely apologize for any frustration or inconvenience he 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 Advocate

      Customer Answer

      Date: 01/31/2023

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

    • Initial Complaint

      Date:01/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 currently take medication for ADHD. Ive been taking the medication for years now and have been able to overcome learning disabilities. My insurance now longer covers the name brand so *************** switched it to the generic. My doctor submitted for the medication on 12/29/2022, they cancelled because they did have enough. I called on January 3rd and they said they had the medication. So we resubmitted and was placed on hold because CVS is asking for a diagnosis after 4 years of taking the medication. I have no problem with my doctor counting the pills at my appointments to make sure ** taking correctly or answering any questions, but I do have a problem with CVS treating me like an addict. When I would pick up my medication at the stores they wouldnt fill some months until the 4th of each month, problem with that is not all months have the same number of days and the reason I was given was its too much to keep track of. For someone who uses medication correctly why are you treating me like Im an addict.

      Business Response

      Date: 01/26/2023

      January 26, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      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 January 8, 2023. Thank you for the opportunity to address the members concern regarding the delay in processing the prescription at our mail order pharmacy.

      Upon review, we have verified that a prescription was received from the members prescriber on January 4, 2023. In order to process the prescription, we needed the prescriber to provide a diagnosis code to our pharmacy. We obtained the diagnosis code from the prescribers office on January 9, 2023. The mail order prescription was expedited, and we provided urgent next day delivery to the member at no cost. The order shipped through *** with tracking number 1Z74W0A6A408716391. Per the *** tracking number, the order was delivered to the members home on January 12, 2023. 

      Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,

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

      Customer Answer

      Date: 01/31/2023

      [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:01/05/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Received a letter from them in November stating my mental health medication would no longer be covered, have been on this medication for most of my adult life and it has saved me. I filed paperwork for prior authorization approval twice, both of which were denied, Im willing to go through any hoops, including going to court and going in front of a judge and going to arbitration to explain my situation to get my medication covered. I pay for my benefits, and the fact that my option is to try different alternative medications when it comes to mental health is NOT an acceptable answer.

      Business Response

      Date: 01/12/2023

      January 12, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      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 January 6, 2023. Thank you for the opportunity to address the beneficiarys concerns.

      Upon review, the brand medication in question is no longer covered as of January 1, 2023. A prior authorization request was received on December 6, 2022 and denied. The plan requires that three alternatives are tried before the brand medication will be covered.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.


      Sincerely,
      *****************************
      Member Advocate

      Customer Answer

      Date: 01/12/2023

      [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:01/04/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Caremark is forcing me to purchase the name brand drug over the generic. Caremark is my prescription provider that was selected through my employer. When they took over our prescriptions, I had received a letter stating that I had to purchase the brand name of my Adderall XR 30mg, and I was no longer allowed to purchase the generic under my insurance. I was told in this letter that they were giving me the most cost effective option available to me, which is NOT true. For the last twelve months, I have had to use a RX savings card just to get my generic Adderall XR at a decent cost. I usually pay anywhere from $30-55 depending on the card and the pharmacy. I should be able to use the private insurance that I am paying for through my employer. As a result, CVS Caremark has deceived me, and probably others into thinking they are offering the most effective cost, when really they are doing this to make money off of a brand name prescription. If I try to get my doctor to fill the generic, they deny coverage of the prescription. If pharmacies are required to give out a generic, so should private insurance. The fact that they had the nerve to send me a letter and tell me I am getting a cost effective option when I was not, is illegal and I demand that this be corrected. I have filed complaints with my attorney general's office in ******** and the **** I am no longer allowing Caremark to deceive me or possibly others.

      Business Response

      Date: 01/12/2023

      January 12, 2023

      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705

      Complaint # ********

      To whom it may concern:

      CVS Caremark administers the prescription benefits portion of the **** Group health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on January 4, 2023. Thank you for the opportunity to address the beneficiarys concerns.

      The beneficiarys provider completed a prior authorization request on August 18, 2022. The request was approved. Our records show that the beneficiary filled the generic medication on October 19, 2022 and November 21, 2022.


      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:01/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 October 8 of ****************************************************************************************************************************** a nasal spray prescription which I had to pay $706.99 for because when he called in the prescription he didnt, and that Saturday night give prior approval to the insurance company it was a rescue med I needed to get it right away or else we were going to be going to the hospital. The following week he pre-authorized the medication. We had to have it refilled again it again. It is a rescue mad the insurance CVS Caremark is denying payment for it because theyre saying it was refill too soon. Again, it is a rescue med. I did not know that rescue medications for uncontrolled seizures are supposed to be on some kind of a schedule. I failed all the appropriate paperwork and called numerous time to talk with senior supervisory level staff to try to expedient may being refunded. On 1229 of 2022 they issued me a denial of payment saying the medication was filled too soon. The neurologist has sent letters a medical necessity and file the proper documents that this was an authorized medication that was necessary. I dont know what else to do and I want my money back Im so mad. Please help me.

      Business Response

      Date: 01/11/2023

      January 11, 2023


      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705


      Complaint # ********


      To whom it may concern:


      CVS Caremark administers the prescription benefits portion of the ******************** Blue Shield health
      plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
      from your office on January 5, 2022. Thank you for the opportunity to address the members concern
      regarding the denial of their prescription reimbursement claims.


      Check number ********* in the amount of $572.95 was mailed to the member on January 7, 2023.


      Should you or the member have any additional questions or concerns, please do not hesitate in
      contacting me at **************.


      Sincerely,
      ***********************************
      Member Advocate

    • Initial Complaint

      Date:12/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 has now on two occasions requested a "prior authorization" for me to get the same medication refilled. I have been taking Perscription Eye drops for 16 years now due to chronic dry eyes. I go to my optometrist yearly to get my eyes checked and my medication renewed. Despite all of these steps, CVS is questioning my doctor and me on whether I actually need the medication. They have asked, on top of the prescription, that non-optometrists question my doctor's medical decision. A perscription from a doctor should not be questioned by a pharmacist unless they have concerns of the medication harming me for some reason. I think it is unreasonable for them to question the decisions of my doctor(s). I am asking that they please stop this predatory process that makes it difficult for people to get their medication when they need.

      Customer Answer

      Date: 01/04/2023

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

      Business Response

      Date: 01/11/2023

      January 11, 2023


      BBB serving Eastern *************, *****, ************, and *******
      290 *********************************************, Suite 102
      ***********, ** 01752-4705


      Complaint # ********


      To whom it may concern:


      CVS Caremark administers the prescription benefits portion of the ******************** Blue Shield health
      plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
      from your office on December 24, 2022. Thank you for the opportunity to address the members
      concern regarding the change in coverage for their medication.


      Upon review, a request for coverage was received, processed, and approved on December 30, 2022. The
      medication approval was backdated to November 30, 2022, and is covered through December 30, 2023.
      A letter advising of the medication approval was mailed to the member on January 3, 2023.


      Should you or the member have any additional questions or concerns, please do not hesitate in
      contacting me at **************.


      Sincerely,
      ***********************************
      Member Advocate

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