Complaints

This profile includes complaints for CVS Caremark's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  610 Wood St Pittsburgh, PA 15222

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

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  CVS Caremark

  PO Box 16243 Pittsburgh, PA 15242

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:07/17/2022

  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 placed my order for Tremfya on June 1st to arrive on 7th. I have always paid only $5 with copay. The pharmacy called a few days before shipment as there was an issue with the copay card (it was new). I was told to call ******* to straighten out. I called them and the # that CVS Specialty had stated was different so I called CVS back and spoke to someone else explaining about issue with copay card and that I had contacted *******. As the copay needed to be ran again, the representative had their manager help and the original running of the card was reversed and ran again with new information. I remember stating multiple times on 2nd call that my copay should only be $5 and that is what I would pay. I was told everything was good and set to go. I received the shipment and took the medicine on the 11th. I was then contacted on phone by CVS on June 20th that I had a balance of over $5100. I called ******* and was told due to what my yearly limit was and what my insurance paid, I did not have enough on card left to pay in full and they stated that the pharmacy should have let me know and got approval due to change of payment amount. I was also told by ******* that they had heard from multiple customers that overcharging/change in known payment amounts was becoming an issue with this pharm. I called the pharmacy back and stated I was never told that this would be my balance nor did I give the ok to ship me medicine without knowing the new and different balance without a chance to cancel the order. They stated that they would escalate issue and it could take 4-6 weeks. I know for fact that when I talked to them before the shipment that I stated multiple times I only usually pay only $5 and that if different I wanted to know so I could make other arrangements. It has been at least 3 weeks and have not heard anything. I asked in a free lawyer forum about this issue and was told that by law, RX should not have been shipped without my final approval of what the balance was.

  Business Response

  Date: 07/29/2022

  July 29, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on July 18, 2022. Thank you for the opportunity to address the members concerns. 
  
  Upon review, we have verified that the member had copay assistance on file for her medication that was filled on June 1, 2022. Upon processing payment for the order, we received information that the copay assistance program funds had been exhausted. The order was still shipped without member authorization due to the high cost. As a result, Specialty Pharmacy leadership has approved an adjustment on the members account. The balance with the specialty pharmacy in the amount of $5,188.71 has been removed. 
  
  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: 08/01/2022

  [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:07/15/2022

  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.

  About Dec 2021, *** Caremark told me my children's on going specialty medications are not covered and the doctor would need to send in a prescription for a different medication or get the one we were currently on, approved. So I had my doctor call in. Then, I paid enough out of pocket to have reached the out of pocket *** for the year...$7000. This is where it all went down hill. I kept getting billed thousands of dollars. I communicated with *** innumerable times right away, and no one had any idea of why this was happening! This was sent to the escalation team. Months went by with still no clue as to what was happening. I talked to our plan administrator. They contacted *** multiple times. No one had any idea. I never received a booklet explaining the plan or anything, so I looked through ****** and on the *** website. Still nothing. Finally, today, 8 months after my doctor's initial call to ***, I was told that even if the drug is covered by insurance and even if we get a prior authorization for these drugs, the money we pay out of pocket will not go toward ANY of our accumulators!I am suddenly being told that $10,500 that I have spent out of pocket so far, does not go toward my deductible or out of pocket ***.

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  
  
  BBB serving Eastern *************, *****, ************ and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  CVS Caremark administers the prescription drug benefits portion for ****************, of which the beneficiary is a member.  This letter is in response to the correspondence we received from your office on July 15, 2022. Thank you for the opportunity to address the beneficiarys concerns.
  
  Upon review, Members were sent a letter in November 2021 advising of the upcoming change for the 2022 plan year for non-formulary medications. The **************** is in the process of having the plan updated and all claims reprocessed. This process will take approximately 2 weeks to complete, and members will be notified of any overage that is due back to them via mail once the process is complete. 
  
  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, 
   
  ***** Ledbetter  
  Member Advocate