Business Profile

Health Insurance

CVS Caremark

Headquarters

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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

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

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Submit a Complaint

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

Initial Complaint
Date:04/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or around 12/30/2024, I received a phone call from *** Specialty Pharmacy informing me that I could only get my chemo pills (************) through CVS, that BC/BS Federal EMPLOYEE HEALTH PLAN WOULD NOT COVER my chemo pills unless I get them through ****** the time I had already received my first prescription through my pharmacy ************ so I panicked scared that I would NOT have my chemo pills covered. So, I agreed to receive the chemo pills through CVS.I had not used CVS for over 25 years. I don't know how they got my new cell phone number.Also, I picked up my pills at CVS (3 orders from Jan to March). There was no charge at the time of pickup and I was not informed that there was a charge at the time of pick up.Several weeks later I get a bill from CVS for 3 prescriptions totaling $360.00.I was not able to contact the manufacture of the chemo pills to get a coupon (discount) , this service is offered by ********* . I feel that the person on the phone that got me to switch pharmacies was telling me a lie.
Business Response
Date: 04/17/2025
The cost shares are valid and appropriate according to the member's plan design. The member was contacted by **********************; the member's concerns have been addressed.
Initial Complaint
Date:04/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have RA and I take a medicine called ****** and I can only get it from CVS Specialty pharmacy. My insurance will not cover it anywhere else. I have to take this medicine on time every week. It is an injection. It is very important that I take it the same day every single week. I cannot order it until I take my last one. I ordered it when I take the last one every month and it always takes them 2-3 weeks sometimes longer to get the medicine to me. I have never received it on time but maybe a couple times in the entire time Ive been taking it. I have complained and it as done no good. I spoke to several different people there. My rheumatologist had his nurse call them one time because they were so late getting my medicine to me. I think this particular time I had been over 4 weeks trying to get it. I have a copay card that pays the difference left from what my insurance pays so I do not owe them. I dont know why I am having such a hard time getting my medicine from them.
Business Response
Date: 04/10/2025
Good morning,
Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.
Best Regards
******** ****** | Advocate, Presidential Response Unit
p **********************
CVS Caremark | *********************************************************************************************

CONFIDENTIALITY NOTICE: This communication and any attachments may contain confidential and/or privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error, please notify the sender immediately by email or telephone and destroy all copies of this communication and any attachments.

Customer Answer
Date: 04/10/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My response to their response is that they say I can request the medicine 3 weeks after the delivery of my last prescription but when my medicine is 2-4 weeks last every time that does not help me in the matter of not running out of my medicine before I received it. This last time I ordered my meds if I had ordered it 3 weeks after the delivery I would have been out 2 weeks instead of 3 weeks. Also they must have just started letting you order 3 weeks after delivery of your last order because before when I would try to order early it would not let me. I tried at different times and the last time I ordered early it took me over 4 weeks to get my medicine. That was when my doctor had to reach out to them. Thank you! **** ******

Business Response
Date: 04/15/2025
Good afternoon,
Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.

Best Regards
******** ****** | Advocate, Presidential Response Unit
p **********************
CVS Caremark | *********************************************************************************************

CONFIDENTIALITY NOTICE: This communication and any attachments may contain confidential and/or privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error, please notify the sender immediately by email or telephone and destroy all copies of this communication and any attachments.

Customer Answer
Date: 04/16/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

FAQ

Regards,
****
Initial Complaint
Date:04/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dental extraction by a licensed dental provider that ordered two separate medications. One of the two medications were immediately covered and one was denied; however, medically necessary related to dental pain post extraction. After an excessive amount of attempts to obtain any information on how to receive reimbursement, I finally received information on how to submit a reimbursement request. After providing all the required information, including my dental provider making numerous attempts to provide authorization of medical necessity, CVS Caremark denied the request. Make this billing dispute correct and reimburse the $25.19. Further details available, but frustrating to continue to have to reiterate.
Business Response
Date: 05/01/2025
May 1, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on April 5, 2025. Thank you for the opportunity to address the members concern.

The requested medication is covered under the members plan with prior authorization for any fills that exceed a 7-day supply within a 90-day period. On October 18, 2024, the member received a 7-day supply of the requested medication. On January 15, 2025, the member attempted to fill a prescription for an additional 3-day supply of the requested medication that rejected because the member did not have a valid prior authorization on file.

On February 11, 2025, the members prescriber submitted a prior authorization request for the requested medication. On February 17, 2025, the prior authorization request was auto-closed due to no response from the prescribers office.

Following an outreach attempt to the members prescriber on April 8, 2025, the prescribers office clarified that no further refills or follow *** with the member will be conducted regarding the requested medication. Consequently, the members prescriber did not proceed with a prior authorization request to reimburse the member for the $25.19 paid out of pocket.

On April 9, 2025, a courtesy override was authorized for the requested medication. The paper claim was reprocessed on April 9, 2025, and the member should expect to receive the $25.19 reimbursement check within 7-10 business days.

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

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

Customer Answer
Date: 05/05/2025
[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; however, I reject that it was a courtesy to me on behalf of CVS Caremark. I pay for coverage and do not abuse it. I should not have been put through this process to receive reimbursement. If my claim would have been addressed more efficiently from the beginning, this situation could have been avoided.

Regards,

**** *******
Initial Complaint
Date:04/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS Caremark is the *** for my Aetna Insurance plan through my employer. This company denied access to my diabetes medication for several days now. I called multiple times prior to my medication running out, with no answers about prior authorization approval. The medication is *********. I called again today, 4-5-2025, and was told the PA department was closed and wouldn't be available again until Monday, causing me to be without my medication even longer. I was told there is no recourse and no way to address this urgent matter with obtaining my medication. I even asked to file a complaint and was told there was no other way except to write a physical letter to a PO Box.
Business Response
Date: 04/14/2025
Good afternoon,
Please see the attached response to complaint number ********. Please confirm receipt of the response.
Thank you.
****** Paul (She.Her.Hers.) | Advocate,Presidential Response Unit
p ************ ext. 12207
CVS Caremark | *********************************************************************************************

CONFIDENTIALITY NOTICE: This communication and any attachments may contain confidential and/or privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error,please notify the sender immediately by email or telephone and destroy all copies of this communication and any attachments.
Customer Answer
Date: 04/14/2025
[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. Although this matter was resolved, CVS is now denying access to another prescribed medication that I have been taking for years. I will make a separate complaint for this, as the current matter was finally resolved after being without my diabetes medication for several days due to CVS Caremark delays.

Regards,

****** *****
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS Caremark is inhibiting my ability to save money on my ******* prescription. This medication is brand name so CVS Caremark says without a quantity limits prior authorization, I am allowed only 30 days. ******* has a manufacturing card that I can use with my CVS Caremark insurance which states that I can receive NINETY DAYS for the SAME PRICE AS THIRTY DAYS. My physician's nurse spent 40 minutes today on the phone with CVS Caremark trying to get the quanity limits prior authorization completed. My physician as PREVIOUSLY been able to SUCCESSFULLY COMPLETE quanity limit prior authorizations for the drug in question!!!!! CVS Caremark IS REFUSING to cooperate. CVS Caremark is STEALING MONEY from consumers by NOT allowing them to be able to take FULL advantage of programs that will save them money, especially in this current economical state!!
Business Response
Date: 04/04/2025
April 4,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE: Complaint #: 23153979

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on April 3, 2025. Thank you for the opportunity to address the Member's concerns.

The Members plan limits brand only maintenance medications to a 30-day supply at retail or mail order. The Member was previously provided an exception to fill a 90-day supply of the brand only maintenance medication, and that exception expired on December 31, 2024.

On April 3, 2025, the account team provided a new extended exception for the Member to fill the 90-day supply brand only maintenance medication, now valid through January 26, 2027.

We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Customer Answer
Date: 04/08/2025
[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.
Thank you so much for your help in getting this resolved so quickly!!

Regards,

******* *******
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They denied life-saving drugs that I have been on and they previously approved. I am diabetic, was hospitalized last year, and have recurring issues from the diabetes. I need this medication to survive, and they denied it three minutes after submitting it for authorization. They are killing patients. I notified the ********************************. Why are we paying for insurance? My husband is also diabetic and will have to go through this as well? This company is literally letting people die.
Customer Answer
Date: 04/11/2025
[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:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My physicain ordered me a specialty drug. My insurance requested the use of *** specialty pharmacy. I applied for a *************** assistance card which i did receive. These cards would assist me with payment of my large co -pay for the drug. *** did wait for the co-pay info to be upadated and shipped the drug. They did not inform me prior to shipment that I wound have to pay $888.99 out of pocket. They will not refill any more of the mediciation until i pay the back balance. I have been working with then for 2 months to bill the co-pay plus credit card with no resolution. Everytime i call , i get a different *** and no one knows what is going on. I have been without treatment for 2 months. I am a college student and will set up a payment plan, but will have to remin without treatment until it is paid off. But i should not have to do this because i have co-pay assistance.
Business Response
Date: 04/08/2025
April 8,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE: Complaint #: 23143312

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on April 1, 2025. Thank you for the opportunity to address the Member's concerns.

At the time of the original order on January 10, 2025, the Members manufacturer debit card was not on file. Since obtaining the debit card from the manufacturer, CVS Caremark has reprocessed the claim, transferring the full responsibility to the manufacturer debit card,leaving the patient responsible for $0. The patient placed another order on April 1, 2025, and CVS Caremark was able to bill the manufacturer debit card with no issue.

We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Patient has been successful on ***** injections to treat her ********************* and muscle spasms for over 15 years. Last year started to receive denials from Caremark/CVS/Rx Benefits denying care, even though the PM&R specialist documentation more than meets medical necessity and we have provided research-based evidence. We have requested a peer to peer, but Caremark conveniently doesn't staff Physician's therefore cannot perform a peer to peer. We have already switched toxins, even though that is not recommended to a lessor toxin, Rx Benefits continues to deny. They paid for one treatment but then denied the upcoming one. It makes absolutely no sense medically why they are denying care for this member. We have tried to work with the overall benefit plan BCBS, but they have washed their hands of this. Stating they have no control over the company they have outsourced their pharmacy benefits to! The patient, parents, and provider have all tried to report, appeal, contact, beg and plead this case with absolutely no resolve. How is this fair that a patient has to go into horrible pain, because their own insurance they pay benefits for, will not cover a medically necessary, research-based evidence toxin for her condition. Our physician even paid out of her own pocket to administer ***** to her patient when this first started to occur. This is not the first time our Pediatric Health System has struggled with Caremark/CVS/RX Benefits - they did this a year ago when a popular inhaler for asthma came off the market and its alternative was being denied. It is not right what this company is getting away with!
Business Response
Date: 03/28/2025
March 28,2025

Better Business Bureau
5 Mt. *********. Suite 100
***********,** 01752-1927

RE: Complaint #: 23123115

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 28, 2025.

CVS Caremark and CVS Specialty was unable to locate an account for the member with the information provided in the complaint. Also, the medication named in the complaint is not a medication covered under the prescription benefits plan.

We value our members and remain committed to our purpose, helping people on their path to better health. Should you have any additional questions or concerns,please do not hesitate in contacting me at **************.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:03/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Patient: ********* ******* DOB: ********** CVS Specialty Pharmacy has been mixing my wife's oncology life-saving medication, ********, since beginning of March, and I have been calling them many times in March, 2025, but they keep giving me confusing and contradicting information, and only ***** MAYBE did the right thing today (I have to verify it when I try to refill the med. tomorrow.This was supposed to be a simple issue, but they confused it unimaginably!They called us several times, apologized, and promised to fix it, but, it was never done (until today, maybe?).They also entered wrong/deceiving notes that Prudent Rx, allegedly, tried to call us but could not reach us, which was NOT TRUE.See my attached notes, incl. their Secure Messages, and they can check their call ************* DISASTER!!!
Business Response
Date: 03/31/2025
March 31, 2025

Better Business Bureau
5 Mt. **********Suite 100
*************** 01752-1927

Complaint #********

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the ******* health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on March 25, 2025. Thank you for the opportunity to address the Members concerns.

On March 25, 2025,a CVS Caremark Supervisor contacted the Member and advised that the claim paid with $0.00 balance. The supervisor assured the Member that the call(s) would be reviewed to prevent future similar incidents.

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: 04/02/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I called ***** **** today and offered to give her and CVS Specialty Pharmacy (CVS Health) a fair chance/opportunity to preview my Response to them and BBB before sending it to BBB, i.e. I offered to e-mail it to her, and she told me that she'd check it with her contacts/superiors.
Later on today she called me (not on my phone we talked earlier today but my home phone) and left a message declining my offer and opportunity with some lengthy and vague comments/reasons/explanations, so I am Rejecting CVS response to my BBB complaint and stating the Response/Reasons below, and I hope it is fair and they will understand and accept my reasoning and feelings.

[The response from ***** **** correctly states that "the supervisor assured the Member [us] that the call(s) would be reviewed to prevent future similar incidents", but she never admitted their fault and shortcomings (confusion, incompetence, and carelessness). Even the abovementioned supervisor, ******, sounded sincere in her apologies and admitted their fault on multiple occasions during this "saga"with/about this life-saving special ONCOLOGY medication, but it feels like ******* pride (and arrogance?) did not allow her to be truly "Sincere"(as she put before her signature) and merely apologize.
They dragged this matter for almost a month keeping my wife (a stage IV lung cancer patient) and I up at night every night, although they had all necessary information to take corrective action and put this issue to rest quickly once and for all. They were the ones who had to contact Prudent Rx and `clarify everything, which their last supervisor finally did.
I had every intention to accept CVS Specialty Pharmacy's response upon its receipt from the BBB, but ******* response was an formal bureaucratic response at its worst, very cold and heartless.
*****, if nothing else, please don't tell us that you "value our members and remain committed to our purpose,bringing our heart to every moment of your health, because it surely didn't sound that way in your response.
P.S. The ************* sent us a Feedback survey on March 25, before the issue was resolved and before ****** called us back to report the resolution. Survey before completion...
No wonder, CVS ************* rates them 1.6* out of ***** reviews:

Regards,
***** *******, spouse/caregiver]

Business Response
Date: 04/16/2025
April 16, 2025
Better Business Bureau
5 Mt. *********. Suite 100
*************** 01752-1927
Complaint #********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the ******* health plan, of which the
beneficiary is a member. This letter is in response to the rebuttal complaint received from your office on
April 8, 2025. Thank you for the opportunity to address the Members continued concerns.
The Members original Complaint listed a desired settlement of PLEASE READ THE COMMUNICATION
(MESSAGES AND PHONE CALLS) NOTES, FIX YOUR SYSTEM AND TRAIN YOUR EMPLOYEES, AS YOU HAVE
ALREADY PROMISED. On March 31, 2025, CVS Caremark responded to the Members complaint by
advising that the Members claim paid with $0.00 balance and that the call(s) would be reviewed in an
attempt to prevent future similar incidents. The Members most recent rebuttal is a reiteration of his
initial complaint and did not contain a requested resolution. The Member has admitted in his rebuttal
that he has received apologies and acknowledgments of responsibility from CVS Caremark on multiple
occasions. CVS Caremark believes it has fully responded to the Members complaint and this matter has
been resolved.
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:03/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Caremark continues to give me problems with getting needed access to my ****** Asthma Inhaler ****** 200mg was confirmed in a conference call with Caremark ************** and myself on 2 27 25 We were told that PA had all needed info from Dr ******** to be approved.With this discussion a temporary 1x Approval for the ****** was given since I had NO Inhaler and was all out.I emphasized the problem is thst Im repeatedly denied this Inhaker at the Kroger pharmacy window for PA's not lasting typical 12 months.On the day of that time consuming conference call of 30min to ****************************************************** being required would go through & the 1x courtesy refill.Instead 1 week later I received a email stating "Your PA is denied as more info is needed" Here we go Again with Caremark I have ONLY 1 Dukera Inhaler for "maintenance " and NO Rescue Inhaler as I'm allergic to others.Yet after hours on phone with key players I'm back at ************This continues to be a pattern for past 3 years The staff at Caremark rejects, delays and volleys my PA -ROITINELY " THIS IS A PROBLEM !!!!CAREMARK Staff is PLAYING GAMES with My ********* Health.
Business Response
Date: 04/14/2025
April 14, 2025
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
*************** 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the STATE OF GEORGIA HBP health plan,
of which the beneficiary is a member. This letter is in response to the correspondence we received from
your office on March 25, 2025. Thank you for the opportunity to address the beneficiarys concerns.
A prior authorization has been approved from April 09, 2025, through April 09, 2026. The Kroger
pharmacy has been contacted and the prescription has processed through at a $15.00 copay per the
Pharmacist, ***.
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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