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

516 total complaints in the last 3 years.
165 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.

Initial Complaint
Date:08/24/2022
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.
I have been a type 1 diabetic for over 50 years. A couple of years ago, I was forced to change my brands of insulin. My wife's health insurance, United Healthcare, requires us to use CVS Caremark as our mail order pharmacy. Caremark required me to switch to Novalog and Levemir insulin. I had a couple of bottles of Levemir from a previous year that I was working my way through in 2022. I also bought new Novalog bottles in April 2022. I completed my last bottle of Novalog, and I started the new Novalog in late spring/early Summer. For the last 2-3 days, my blood sugar was dangerously high. I suspected that one or both of the insulin bottles that I currently was using went bad. These brands of insulin are much more fragile than the Lantus and Humalog insulins that I prefer to use. I swapped out one bottle of each brand that I was using, and opened two new bottles. Now my sugar is back to normal. I called Caremark today, and I asked them to replace the two bad bottles, given how expensive insulin is. I was told that, since it's been more than 90 days since the insulin was ordered, I am "outside of the return/refund window."This is wrong and a slimy loophole/excuse. If I am using a 10 ml/1000 unit bottle, and I use 20 units a day, it takes 50 days to finish the current bottle, before I would think of starting a new bottle (i.e., a bottle from the new order that was placed in April). No diabetic just starts using the insulin that was just shipped to them, if they have 1-2 bottles in their fridge of a previous order. This is wrong and I am ****** at their pettiness.
Customer Answer
Date: 09/04/2022
I have not heard from the business in response to my complaint. This is important. CVS is forcing diabetics to pay for insulin, and then if they store it because they currently have bottles in use, they claim that they are past the "return date." No diabetic is sitting around completely out of their insulin. They would be dead. CVS needs to extend the return date for insulin.

Further, CVS/Caremark forced me to switch my brand of insulins, based upon their negotiated pricing with their preferred vendors/suppliers. If I want a specific brand of insulin because it works for me, and keeps my A1C lower, CVS Should not have a say in this medical decision, for the sake of their profit margins. This is wrong.
Business Response
Date: 09/20/2022
September 19, 2022

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the Cooperative Rabobank health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on August 25,2022. Thank you for the opportunity to address the member's concerns regarding their mail order prescription.

Upon review, we have verified that a prescription refill request was received from the member on the Caremark mail order website on August 20, 2022. The medication was shipped on August 24, 2022 by *** tracking number 1Z74W0A6P206059489. The order was delivered on August 25, 2022. On August 24, 2022 we received a phone call from the member requesting a replacement for two his medications that he feels were defective for being ineffective. Our clinical team stated that since the previous order had been shipped over 90 days prior, we could not provide a replacement or refund. The previous order shipped April 21, 2022 and was delivered on April 22, 2022. We requested an exception from the Account Manager to allow a refund of the order that shipped in April. The request for refund was denied but they allowed for the copay to be waived on the members next refill that is due on October 23, 2022. In regard to the members concerns for their prescription number ending in *******, we had not previously shipped this medication until it was received for the very first time on August 22, 2022. The order was shipped by *** tracking number 1Z74W0A6P206051601 and was delivered on August 25, 2022.

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: 09/20/2022
[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 #********. THIS **MPLAINT SHOULD NOT BE MARKED RESOLVED UNTIL CVS CAREMARK MAKES GOOD ON THEIR PROMISE TO WAIVE MY ** PAY ON 10/22/22. Thank you.

Regards,

***************************
Initial Complaint
Date:08/18/2022
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.
Substantiate bill. I received a bill for $1,146.76 for date of service in Nov 2020. I am not certain I would owe this bill as insurance would have covered it and why am I just now receiving it two years later.
Business Response
Date: 08/22/2022
Good Afternoon,
We are in receipt of this member's concern. In order to research your concerns, can you please provide a mail order prescription name and prescription number, order number, or Caremark Member ID, Full name, and Date of Birth? If available a copy of the bill may assist us with locating the member's account.

Thank you,
***********************************
Customer Answer
Date: 08/25/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The name of the medicine is not given
It was a shot I gave for five or ten days
by intramuscular for a bladder infection.
The service description is "Infusion services"
Charge was **** with balance **** after
insurance but I wonder if they billed both
medicare and tricare. We rarely get any
bill after those two insurers pay. The
Claim No on the statement is 10616997
We do not have a caremark no.
My husband is the patient and his name
is ************************* DOB 1-19-41
and acct no is **********
I didn't save EOB's from that far back so
I dont know the name of the medicine.
Thanks
*****************************
Business Response
Date: 09/27/2022
Why patient statement is 2 years later:

Tricare paid $1,146.76 (Jan 2021) for services received at end of 2020.
Possible overpayment from Tricare and request to reprocess (March 2021).
Account showed credit balance resulting in patient not sent a statement.
Aug 2022, after additional review, claim was actually underpaid by insurance. Balance was increased to reflect patient coinsurance due as reflected on EOB.
Due to timing on claim, Coram adjusted amount due to reflect the quoted daily per diem fee of $57.76 x 10 days on service. Balance total of $577.60.

Pt paid $300 leaving remaining responsibility $277.60.
Initial Complaint
Date:08/16/2022
Type:Sales and Advertising 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 9/29/2021 I ordered my IVF medicine from CVS Specialty pharmacy. I had a prior authorization on this but the pharmacist didn't put in the prior authorization and sent me the medication due to the rush of when I needed the medication. I have a prior authorization on file but whenever I call they just try to re-fill this medication (C-Leuprolide microdose) for me and transfer me to the wrong people. I have even been on the phone with 9 people in 1 call at CVS and nobody helped me. I now have debt collectors calling me even though I had the right insurance and a prior-authorization but the pharmacist messed up.
Business Response
Date: 09/09/2022
September 9, 2022

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

Complaint # ********

To whom it may concern:

*** 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 August 16, 2022. Thank you for the opportunity to address the member's concerns
regarding a bill with our specialty pharmacy.

Upon review, we have verified that the members prescription filled on September 29, 2021 with our
*** Specialty Pharmacy requires prior authorization approval to be covered by their plan. The request
for prior authorization was received and approved on November 30, 2021 through December 20, 2021.
A request to backdate the prior authorization to include the September 29, 2021 fill date was approved
by the plan. As a result, the members account was removed from collections. The *** Specialty
pharmacy will reprocess the claim for the September 29, 2021 date of service. This process can take up
to 45 days to complete.

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:08/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My recent order with CVS Caremark mail order pharmacy was completely refused to ship. I spent several phone calls with the company trying to resolve the issue and felt confident that the call after speaking with a senior resolution analyst was resolved and my medications would be shipped. I get an email a day or two later claiming the entire order was cancelled- now I am out of my medications- life substaining medications. This all stems from an order where they sent Tier 2 drugs which I do not allowI have sent multiple emails, hand written instructions, and made several phone calls, & I know for a fact that this information is on file with the company because one of the reps read this information off to me over the phone. I can not afford to pay Tier 2 prices of $90. I will only pay for the generic price of $15 or less per prescription. So now there is a balance of $90 and I have the unopened medication sitting here. I wont pay for something I wont use and wont accept and the company will not send me any of my medications that I need to live with. Not one person at that company seems to care that a mistake was made once again. No one will take ownership to resolve this issue. I can not & will not pay for a bottle of pills that I cant use and this situation has not been the first time. I have had so many issues with this company but this tops the cake. I do not have the time to be running around like a chicken with my head cut off. I need my medications now as the longer I go without them, the worse I will become.
Business Response
Date: 08/16/2022
On April 21, 2022, emails were sent to ************ advising the following:
a prescription is out of refills; however, we would reach out to the provider;
an order placed on the *** by ************ was received and will begin processing shortly and
a prescription was received and we are working to fill it.

On April 26, 2022, an email was sent to ************ advising that a prescription had shipped. The email also advised, Your prescriber has specified no generic substitutions for this medication. The prescription was written by the prescriber for Brand, 1-Physician DAW.

On May 1, 2022, ************ contacted CVS Caremark regarding the price of her medication; she was expecting to be changed $15. *********** was advised as the medication was placed via the web by the member, the order was authorized to ship; therefore, an outbound call was not placed. ************ was advised she would not be reimbursed as she placed the order.

On May 1, 2022, an email was received from ************ requesting reimbursement. ************ was advised a phone call was not needed as she started the order and reimbursement would not be provided as an order placed in error by the member is not considered a CVS Caremark error and is ineligible for a credit.

On May 2, 2022, an email was received from ***********. ************ was advised she ordered a prescription that did not allow for the generic price to be charged as the prescription was written to not allow for generic substitution; the price of the medication was listed at the time the order was placed. ************ was advised a previous prescription that was sent was written to allow for generic substitution and qualified for the price reduction. ************ was also advised there is also a prescription on file that is written to allow substitution. A comment was also placed on file to only send medication if the prescription is written as DAW-5.

On August 9, 2022, an automated call went to ************ to advise of the $90 balance.

On August 10, 2022, second attempt was made to advise of the balance.

************ contacted CVS Caremark on August 10, 2022 advising she will not pay the $90 balance. ************ also contacted CVS Caremark on August 11, 2022 concerning her balance; Ms. ***** order was cancelled due to the aged balance as ************ is refusing to pay the balance due. ************ was also educated on getting her prescriptions transferred to a retail pharmacy; ************ disconnected the call.

Thank you.
Customer Answer
Date: 08/17/2022
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:08/04/2022
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.
On July 17 I needed to get early refills of several medications after losing access to my medication due to an emergency. I contacted CVS Caremark for approval and was repeatedly disconnected, placed on extended holds and given false information before being told to bring a police report showing I no longer had the original medication to the pharmacy and request an override. I did this and was told CVS Caremark was still rejecting the claim. The pharmacist spent nearly an hour on the phone with CVS Caremark before telling me I had to contact them again. After again spending several hours on the phone and, again being disconnected and given false information multiple times, I was told I had to pay out of pocket and then file a claim for reimbursement. I paid nearly $500 and then filed a claim which was rejected without explanation. I called CVS Caremark yet again only to be given more run-around, extended hold times and false promises of call backs.
Business Response
Date: 08/22/2022
August 22, 2022

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the ************** & Company health
plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
from your office on August 4, 2022. Thank you for the opportunity to address the member's concerns
regarding their request for reimbursement.

Upon review, the member was mailed check number ********* on August 6, 2022 in the amount of
$47.40. In speaking with the member, they deemed that this amount was unsatisfactory and requested
full reimbursement for the amount they paid out of pocket. We requested an exception from the plan to
allow the member to be reimbursed for the remaining funds they paid out of pocket instead of the
amount allowed by the plan. As a result, check number *********, in the amount of $289.59, was
mailed to the member on August 13, 2022. The member will receive the check in **** days.
Finally, we understand the level of service the member received did not meet with their or our
expectations, and we sincerely apologize for any inconvenience that the member may have
experienced. Feedback has been provided to each member of our customer care team with whom the
member interacted with 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 1-866-
526-4075.

Sincerely,
***********************************
Member Advocate
Customer Answer
Date: 08/28/2022
[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:08/01/2022
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.
CVS is the absolute worst. I have to use them because of my insurance. They deny everything and you end up calling days and waste hours of your time. Called 7/29/22 to get approval for cordron tape. Talked to a few people but got transferred to a ****** who lied & said he was a manager. Stated he would call the dr called me 7/30/22 to say waiting on additional info from dr would call me 8/1/22. Did not call me back. Called dr & was told havent been sent anything or talked to CVS. Called CVS back got transferred to **** who also said was a manager but find out that is a lie as well. **** said he would call the dr & call me back. No call back from ***** Called again & waited and of course CVS blames the drs office but takes no responsibility about people not being truthful about position in the company or for call backs. They declined the prior authorization for lack of information when ****** said he called on 7/30 & just waiting for the additional info but according to the dr ****** called. This is the same thing that happens with CVS specially to get my descovy. Its ************ & people call my dr but each dr says they have not heard from ******** end up calling for weeks. Same thing I predicted would happen with this which of course the same issues are happening. CVS needs to do something because ****** assists you correctly & nothing ever gets approved until multiple Calls. the tape is because of the affected area on top of my foot. Other creams rub off so instead of paying for 4/5 tier 1 meds that don't work (already tried) its cheaper to just approve this. I feel for wasting my time every year & every prescription this needs approved plus money back for copays and such for the hours wasted dealing with CVS. This doesnt include the first few years with CVS specialty messing up our lives orders on almost every order. Can prove that in my chat with them. I have more but im short on how much i can write here. Approve the medication and stop wasting my time
Customer Answer
Date: 08/12/2022
I have not heard from the business in response to my complaint. Still nothing has been done to solve this issue. More wasted time on my end and prescription still not approved. Good thing this is not life saving as I would be dead already
Business Response
Date: 08/23/2022
August 23, 2022
BBB serving Eastern *************, *****, ************, and *******
290 *********************************************, Suite 102
***********, ** 01752-4705
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the Government Employees Health
Association Federal health plan, of which the beneficiary is a member. This letter is in response to the
correspondence we received from your office on August 1, 2022. Thank you for the opportunity to
address the member's concerns.

Upon review, we have verified that the members prescription requires prior authorization to be
covered by their plan. We received a request for prior authorization from the members prescriber on
July 29, 2022. The prior authorization was denied on July 29, 2022 due to the prescriber not indicating
trial and failure of preferred alternatives on the members formulary. The member may file an appeal
for coverage by submitting a written request and supporting documentation by mail or fax to:

Prescription Claim Appeals MC 109 - CVS Caremark
P.O. Box 52084
*******, ** 85072
Fax: **************

Finally, we understand the level of service the member received did not meet with their or our
expectations, and we apologize for any inconvenience that the member may have experienced.
Feedback has been provided to each member of our customer care team with whom the member
interacted with 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: 08/23/2022
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 reject this response because we have tried the pre authorization which i was told could be over the phone however they told my doctor different information each time and the time i wasted for 2 weeks. Furthermore you approved other medications that i tried and did not work. Pre authorization also can be the reasons why the tape was needed because of the area on my foot. Lastly the other alternatives are the same medicine that i already used just in a different form. For example i used clobetasol ointment and CVS wants me yo try clobetasol cream or foam or lotion or gel. I really do not think that the same medication in a different form is going to help when the main steroid ingredient is the same for all. Plus i have issues with CVS specialty every year to get the same medication and it gets denied and its a month process. I think its unfair to waste mine and doctors time to go through this for CVS to decline everything. So what will you do for my continued waste of time? Totally c*** response as numerous people told my doctor wrong information (have phone transcripts) and never called back. Can not wait to change insurances so i dont have to deal with CVS any more. I still want the script foe the tape approved for multiple issues with CVS

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,
******

Business Response
Date: 09/01/2022
September 1, 2022

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

Complaint # ********

To whom it may concern:

Thank you for your recent request to have your medication covered. As previously stated in our response. You may file an appeal for coverage by submitting a written request and supporting documentation by mail or fax to:
Prescription Claim Appeals MC 109 - CVS Caremark
P.O. Box 52084
*******, ** 85072
Fax: **************

We sincerely apologize for the inconvenience this has caused. 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: 09/01/2022
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.]
Again CVS takes no responsibility as ai wouldnt have to file an appeal if you guys did your job. Plus you waste peoples time and we get nothing for it. Like me and my doctor have the time to continually go through 8 million process over two weeks. Ridiculous. Do something right and foe people whose time you waste.

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:07/28/2022
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.
I called (7) time for my pain medication prescription (buprenorphine 5mg) to be processed. My doctor confirmed 4 times that it was called in on 7/20/2022. Each time CVS says "I see it but we need your doctor to call" or "can I place you on hold" then they disconnect each time. Eventually they said it was mailed by no tracking number, then they said it was never sent then disconnect. The customer service is well below par and **********************'s rating is evident by the BBB... 1 star, geezus. I'll be filing a lawsuit just to solicit a response and not to be hung up on . I wish to be "heard" and given an explanation. Nothing more. Its obvious they do not have the ability to fill a verified prescription.
Customer Answer
Date: 08/08/2022

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. They acknowledged that they dropped the balled when trying to fill my prescription and caused me to go 2 weeks without necessary medication.

Regards,

*********************************
Initial Complaint
Date:07/27/2022
Type:Billing 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 is the worst company in the world. This is an employer insurance policy and *** Caremark is the prescription insurance provider. *** Caremark forces me to use *** Specialty for all major medications like HIV medications. *** Specialty is a mail order and all of them but *** Specialty discounts the costs of their medications because they are mail order, but *** Specialty actually charges more for the same medications than even the *** Pharmacy did last year. *** Specialty has old, very antiquated systems and processes that are not modernized and force the customer to recertify every month just to get the refills completed. Adding higher costs, more processes with monthly mandatory certification just to get monthly refills of the same medications. They say they are providing a service, but providing a service is something the customer wants and needs and that is not what they are doing. I cannot get an online view of my transactions and I keep calling in requesting a statement of all charges and payments, but I cannot get a full list and they keep saying I owe additional money that is not listed on the prior bills. Since they cannot provide a normal account detail statement that actually shows all current charges; I cannot validate that I do or do not owe more money. They won't refill my prescription until I pay any outstanding bills, but they won't provide the proper means of an accurate account summary. They won't take my calls. They won't escalate any call to a manager and I cannot get anyone at the company to help. *** Caremark is an example of how to drive consumers away from any *** company, but *** Specialty is abysmal. I understand why they force customers to use *** Specialty because no one would willingly use it for their medications. It should be a conflict of interest for *** Caremark to mandate the use of another *** company like *** Specialty to ensure that price gouging and insurance fraud are not happening regularly; but they do not care a
Business Response
Date: 08/12/2022
August 12, 2022

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 July 27, 2022. Thank you for the opportunity to address the member's concerns regarding their accounts transaction history.

Upon review, we verified that the balance of $50 was due to a refill order on June 16, 2022. A payment has not been received from the member for this order. The balance on file is not preventing the processing and shipment of future refills of this medication. The member can view their full transaction and payment history on our website, and on the app under the balance and payments tab. Since they began filling their medications with us in March 2022, the member was able to speak with a supervisor on each occasion that theyve requested to do so.

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:07/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Caremark is not allowing me to fill my regular prescription at my preferred pharmacy and are instead trying to get me to use them from my prescriptions. I've attempted 3 times to get a prescription filled and each time the request is cancelled without notifying me. The first 2 times the prescription was cancelled b/c my doctor wanted me to make an appointment, I was never notified of this to fix the issue. The third time I called in I was informed of the reason my prescription was not going through, so I called my doctor's ****** and corrected the problem same day, within 2 hours of that call my doctor's ****** called me to confirm they have sent the prescription over. A couple of days after receiving confirmation from my doctor I logged into Caremark's website and confirmed they were processing the request. A couple days later I logged back into Caremark and noticed they had again cancelled the request, again without notifying me. I called in for a 4th time and was told they have not received my prescription for my doctor's ******. In this time when birth control rights are threaten by our government Caremark is making it harder and harder for a woman to have autonomy of her body. It seems to me they don't want me to be able to take birth control and are doing everything they can to prevent me from taking precautions against getting pregnant. I just want to be able to fill my prescription without wasting hours going back and forth with customer service. Ironic that this all happened around the time the supreme court reversed *****************. Please allow me to get my prescription filled by my preferred pharmacy which has never withheld prescriptions from me.
Customer Answer
Date: 08/07/2022
I have not heard from the business in response to my complaint. I would still like to see this issue resolved.
Business Response
Date: 08/11/2022
August 11, 2022
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 July 27,
2022
Upon review, we have verified that the plan sponsor has adopted a program that allows its members a
grace ****** to fill maintenance medications at any in-network pharmacy. Once the grace ****** has
expired, members must fill such medications in 90-day supplies at a CVS Caremark retail pharmacy or
mail service pharmacy. Maintenance medications that are filled outside of this plan requirement, or in
30-day supplies, will result in members being responsible for 100% of the cost of the dispensed supply.
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:07/27/2022
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.
A order was canceled by me & also my doctor's ****** to CVS & yet they went ahead & sent the order out & then charged me for it. The order was returned & yet they will not cancel & clear off the canceled charge. I want the amount cleared from my account. $11.01
Customer Answer
Date: 08/07/2022
I have not heard from the business in response to my complaint. They have clearly marked the product canceled in my account, so someone took care of this part but the billing area has not canceled the $11.01 that they claim for the canceled product. The product was also returned, since they went ahead & sent it after cancellation but yet they refuse to cancel the amount of $11.01. I am still asking that this error on their part be cleared from my account, to a zero balance.
Business Response
Date: 08/23/2022
August 23, 2022

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

Complaint # ********

To whom it may concern:

CVS Caremark administers the prescription benefits portion of the ****** Industries health plan, of
which the beneficiary is a member. This letter is in response to the correspondence we received from
your office on July 27, 2022.

Upon review, we have verified that a prescription was received from the members prescriber
electronically on July 11, 2022. The order was processed and shipped on July 11, 2022. On July 14, 2022,
we received a request from the prescribers office to cancel and discontinue the prescription. We
received the medication back on July 27, 2022, reversed the prescription order, and provided a refund
to the member in the amount of $11.01. The member currently shows a $0 balance on her account with
our mail order pharmacy.

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: 08/24/2022
[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,

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

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