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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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:03/22/2025
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.
I am writing to express serious concern about a recurring issue with your mail order pharmacy service. I recently received a refill of a cream-based prescription that is intended to last 1.5 to 2 years. However, the medication shipped to me in March 2025 has an expiration date of November 2025barely 8 months away. This is highly inappropriate for a long-term medication.What makes this even more frustrating is the inconsistency in your dispensing practices. In March 2024, I received the exact same medication and it carried an expiration date of October 2025which was entirely reasonable and aligned with the expected duration of use. Clearly, Caremark has the ability to provide appropriately dated medications, so this lapse is both avoidable and *************** make matters worse, when I called customer service to report the issue, I was met with dismissive and unhelpful responses such as:The provider has X amount of refills, so just refill it when it expires, and We have no control over how its dispensed.These responses reflect a troubling lack of accountability and disregard for patient needs. Sending short-dated medication forces unnecessary early refills, increases costs, and risks lapses in care. I urge CVS Caremark to take ownership of this issue, review inventory and quality control practices, and send a proper replacement with an expiration date that aligns with the prescribed usage period.
Business Response
Date: 03/26/2025
March 26, 2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
Re: Complaint # ********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the CF-*** ASO F2-T34X.3 NR health
plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
from your office on March 22, 2025. Thank you for the opportunity to address the Members concerns.
The prescription was written by the prescriber for 45 grams (which is a quantity of one, based on
package size) with six reaming refills valid until March 12, 2026. According to the package rule, this is a
30-day supply and does not expire until November 30, 2025.
The dispensing pharmacy has no control over the wholesalers expiration dates. If the Member requests
a specific expiration date when the order is placed, CVS Caremark may be able to provide the best
dating in stock at that time.
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:03/20/2025
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 ordered several prescriptions on 1-21-25. I was told I needed to pay $969.71 to meet the insurance deductible, which I paid. They completely messed up the order!! Instead of correcting their mistake, they blamed my care provider for the prescription being wrote wrong. Which was an error on their end, since the prescription was written the same way it's always written. In order for me to get the medication, I was told I needed to pay another $889.60, which I did. I explained to them that I've NEVER paid such high deductible and that didn't sound right. They insisted it was right! After calling back several times they finally realized they read the prescription wrong and sent the remainder of the medication. On the invoice/receipt it showed that I overpaid by $730.42. They listed it as a credit balance. I called 2-6-25 to get a refund and they couldn't refund the amount with debit card on file since my account was recently closed (I'm with another insurance company and pharmacy). It was explained that a refund would be issued by check within the next 30 days. I called 3-4-25 because I hadn't received my refund check and was told it still hadn't been sent and to call back. I called again 3-10-25 and was told again that the check still hasn't been mailed to me. The representative claimed that she sent a message to the billing department to send the check and it should be sent in the next 2 business day. This mail service pharmacy is a joke and not trustworthy. I do not believe that a check will be sent and once again I'm getting the run around!!! I want my refund check and will NEVER do business with them ever again. This company has so many complaints and I'm wondering why they're still in business.
Business Response
Date: 03/21/2025
March 21, 2025

Better Business Bureau
************************************************
**************************

Re:Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 20, 2025. Thank you for the opportunity to address the Members concern.

On February 7, 2025, CVS Caremark mailed a refund check to the Member in the amount of $730.42. Because the Member reported that she did not receive it, CVS Caremark voided that check and reissued it to the Member on March 21, 2025. The Member should expect to receive the reissued 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: 04/27/2025
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.
2-4-25: Overcharged $730.42 and was sent a statement for a credit of said amount.

2-6-25: Called CVS CAREMARK and was told since the account is no longer active they would have to put in a request for a manual refund.

3-4-25: Called again inquiring about the reminder check for $730.42 and was told by ********* that the check still wasn't sent and they have 2 more business days to send it. Someone would be contacting me.

3-10-25: Called again and was told that the refund check still wasn't mailed but couldn't tell me why it hadn't.

3-19-25: Called again and spoke with *****, then got transferred to Quenasha and then **** *. **** *. advised that the checked (#*******) was supposedly mailed on 2-7-25 and might have gotten "lost" in the mail. He was going to submit a stop payment and another check would be issued (support task ref #ST-189780 created for this call).

4-24-25: Called again and spoke with ****** who in turn spoke with ****. I was told the previous support task ref #ST-1896780 was closed on 3-19-25 the exact same day it was opened. It was closed without any explanation in the notes on their end. A new support task ref #ST-2104636. Once again the representative claimed that I would hear something back in ***** hours which I doubt will happen.

I would like to get this issue resolved because I've been more than patient enought with this company. I'm constantly getting the run around about my refund of $730.42. This company is very unprofessional, are ripping people off and even not responding to request for information with the bank after I've disputed the charge.

I'm confused as to why this company is still in business with the amount of complaints they receive!! From over charging then not issuing refunds to not delivering life saving medications to citizens on time or at all! This is unacceptable on so many levels.

I could be reached via email ***************************************************************************************************************** or by phone *************

Thank you,
******* ******

Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau
**************************************************************************************************************-4705

Re:Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on April 28, 2025. Thank you for the opportunity to address the Members concern.

CVS Caremark previously mailed the reissued check in the amount of $730.42 to the Member on March 21, 2025. Due to the Member expressing the reissued check was still not received, CVS Caremark has voided that check and mailed another reissued check to the Member on May 5, 2025. The Member should expect to receive the reissued 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: 05/07/2025
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:03/20/2025
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.
*** has sent me to their collection agency. I have called CVS on numerous occasions and have billed me, credited me, billed me again, credited me again, promised me on November 22, 2024 that if I would send them a check for $22.72 the matter would be resolved. I sent a check in that amount, check #****. I received another billing in December 2024 for $151.68. I called CVS on January 2, 2025 and asked to speak with Santa. I was denied but given to ********. I went through the long explanation required and she promised I would hear back within 48 hours. I never heard back from them, and they turned me over to their collection agency. I sent a certified letter of explanation to ******************, their agency and have received 2 more ******** dated 2/04/25 and 2/18/25. I don't know what more I can do to resolve this matter.
Business Response
Date: 04/03/2025
Complaint Investigation: The members provider sent in script for as a DAW1 with no substitution and by law, we are required to fill the prescription as written by the provider. The member was billed for brand medication on 07/15/2024 for ******. This was a provider error and not a plan error. The cost share was assessed appropriately and the issue is between her and her provider as to how the script was written. This was a provider error and not a plan error. The Member disputed the valid charge with *********** and ********** took back the payment of ****** to CVS on 10/02/2024. This is why *** is showing an unpaid balance for the member.
Resolution: As a courtesy, the pharmacy reached out to the provider to have the prescription changed to allow for a generic prescription for the members second fill. We did reach out to the member on 04/03/2025. The member stated she went to her bank and did not realize that the bank had issued her credit and then she had received checks from *** also. She had totaled the amounts and agreed to a total owed of ***** which was paid to *** last week. She was working with ***** at *** and her account has been cleared at this time.
Initial Complaint
Date:03/19/2025
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.
I was told by a CVS Caremark employee that my very much needed prescription will be filled out if I requested my doctor to change the quantity of the medication and also moved my pharmacy to CVS. My doctor did exactly that and my pharmacist moved the prescription to CVS. My prescription was denied AGAIN.I called CVS Caremark again to find out why my prescription was denied, and they do not know why. They can see that my prescription was approved, but currently it's denied and CVS will not fill it.I have been calling my doctor, my pharmacist, and CVS Caremark to try to get my prescription, which I am out of and in need of, but they cannot answer why I cannot get my prescription filled. This is a maintenance medication I have been taking since 2022. I have done everything CVS Caremark requested me to do but I'm still getting denied my medication. My doctor did everything he was requested to do. What more do I have to do to get a prescription that I've been taking for 3 years?!?
Business Response
Date: 03/21/2025
March 21,2025

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

RE: Complaint #: 23087504

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 19, 2025. Thank you for the opportunity to address the Member's concerns.

The Member began having difficulty refilling a prescription on March 9, 2025, due to a coding issue. That issue was resolved on March 18, 2025, and the Member picked up their prescription on March 20, 2025.

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: 03/21/2025
[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:03/19/2025
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.
************* failed to submit a claim properly and I have been forced to pay a $200 copay from a claim they say was submitted for date of service 3/27/24. They failed and to resubmit, despite their error, and have told me and my *********** that the claim has been resubmitted multiple times, but it has not. My treatment has *** put in jeopardy, I have had to pay $200 for CVS' mistake, not to mention all of the time over the past YEAR of fighting them to simply do their job. They have sent me to collections, I have had bill collectors calling me at work and at home, because of their failure and their lies!
Business Response
Date: 03/27/2025
March 27, 2025

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

RE:          Complaint #: 23086442

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 19, 2025. Thank you for the opportunity to address the Member's concerns.

CVS Caremark billed the Members primary insurance and copay assistance for the March 2024 date of service. That same month, the Members plan instituted a new copay assistance program requiring re-enrollment by the Member. Without the Members re-enrollment,the copay assistance was denied, and copay became the Members responsibility.

CVS Caremark has removed the collections charges from the Members account and issued a $200 refund to the Members credit card on file.

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,

****** ****
Customer Answer
Date: 03/27/2025
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.]
They are again blaming me for their error!!! how do they have a "credit card on file" to refund the $200 they have been erroneously billing me for the past year on when I do not have a credit card on file with them? Another lie? There is nothing showing as a refund in process with my credit card. They have harassed me for a year with bills, phone calls, sending me to collection so I get collection calls at work and at home, not to mention the HOURS of my time fighting to fix THEIR mistake! A refund of what I had to pay to fix their mistake so that my treatment would not be interrupted because they REFUSED to provide my doctor's office with the medically necessary treatment because they claimed this balance was due to me when again, it was all their error! They can refund me the $200 that I should not have had to pay and fight about, since it was caused by them. But I demand compensation for my many inconveniences, including being forced to delay necessary treatment because of this.

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: 03/31/2025
March 31,2025

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

RE:          Complaint #: ******** - REBUTTAL

Dear *********************** you for the opportunity to respond to the Members continued concerns.

As previously advised, CVS Caremark has removed the past balance from collections and there should be no further communications from the collections department to the Member regarding this issue.

With regard to the Members refund, the CVS Caremark specialty team confirmed on March 26, 2025, that CVS Caremark refunded $200.00 to the Members Discover card which was originally used for payment.

Should the member have any additional questions or concerns, they will need to reach out to their health plan using the phone number on their ID card.

Respectfully,

****** ****
Advocate
Initial Complaint
Date:03/17/2025
Type:Order 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 recently retired and went on ********. My prescription plan began in January 2025. When I signed up for ********, one of my medications is expensive and the representative signed me up for the ******** Payment Plan. I always used a coupon on my medication when I was working which allowed me not pay any deductable. I spoke with *** Speciality about this, they said that they could use the coupon as a secondary payment form as well. When I filled the first prescription on January 14, 2025, *** said that they ran the request to Florida Blue, my primary and the secondary, Gilead. In February, I got a bill from ******* Blue ******** for $1,382. I was informed that the full amount was processed through Florida Blue and the Payment Plan. I spoke with several *** Speciality representatives in February and March and they informed me that they are not able to process the request through a secondary when the payment plan is on. The *** Speciality employee never mentioned this and gave me incorrect information in January. I was also informed that the coupon I presented is not available with ********. This also was not told to me in December or January when I set up my account. *** said that this is a new system and their employees are not familiar with it. I also have been approved by a non profit organization to assist with my medication deductables in February where I have no payments. If *** speciality would have informed me about all of this in January, I would not have had them process the transaction and I would have provided a secondary payment that is accepted through ********. I am on a fixed income and I cannot afford this large bill. *** Speciality refused to make the situation right and to pay the $1,382. Even though their employees provided wrong information and I was told that they were not trained properly. *** through their processing and technology mistake on me, that I should know how their technology works. Not Fair and abusive to seniors.
Business Response
Date: 03/26/2025
March 26, 2025

Better Business Bureau
**************************************************************************************************************-4705

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 18, 2025. Thank you for the opportunity to address the Members concern.

Upon review, CVS Caremark has determined that during a January 14, 2025, telephone call with the Member, *** Specialty read the copay disclaimer to the Member and explained that the Member would be responsible for any balance remaining as this was only a quote. The *** Specialty representative read the order summary to the Member, stating that the copay was $0, not including any amount the Member may owe to his ******** Payment Plan. The *** Specialty representative then asked the Member if he had any other questions, and the Member responded that he did not.

CVS Caremark has determined that *** Specialty made no billing errors. The Member should contact ******** for payment options.

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: 03/26/2025
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 proc
This response from CVS Speciality is inaccurate. It also does not address the issue and other conversations that I have had with CVS Speciality. CVS Speciality is not disclosing all of the information that they have regarding this case. I spoke with a CVS speciality representative and she disclosed to me that she had the notes on the account that actually substantiates my claim.
First, on the response that CVS Speciality said, I was never told by the representative that I would be responsible to the ******** payment plan. They read a disclosure that is read to every client so that they think that this will cover any of their errors.
Secondly, I had recorded conversations with CVS, that I have documented on my call log as follows:
December 13, 2024 at 2:35 PM for 30 minutes
January 7, 2025 at 5:03PM for 35 minutes
January 8, 2025 at 2:24PM for 19 minutes
January 14, 2025 at 10:22 AM for 16 minutes.
When I set this account up in December , I provided the Gilead Coupon that I have used for years in order not to pay the deductable. The representative said that I could use that coupon with my ********* Since I did not have my ******** account number yet, I said that I would provide that in January when my plan starts. when I called in January, the representative said that they could use the coupon. I was assured by their representative that it could be used. My doctor wrote my prescription for 90 days. ******** would not approve it, only for 30 days. My call on January 14 was to authorize the new doctor prescription for 30 days. I was assured that they processed it with the secondary code. I was told in February that the Gilead code does not work for ********* Totally different from what they said. If I knew this, I would not have completed the transaction since I have bee approved by a non profit with another coupon that does work with *********
I was told by *** that their computers does not allow to bill secondary coupons when their is a ******** payment plan. I was told that I should know all this. I am not their IT person and it is unreasonable for CVS Speciality to have that expectations of their clients. In addition, I have statements from other *** Specialit representatives that said that the ******** program is new, and their representaives have not been trained properly. I am a very detailed person and I have proof that I was given incorrect information from CVS. I have attached the ********** Insurance response, and I was told that CVS should be responsbile.
Thank you.

Regards,
********

Business Response
Date: 03/31/2025
March 31, 2025

Better Business Bureau
**************************************************************************************************************-4705

Re:Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 26, 2025. Thank you for the opportunity to address the Members concern.

As stated in our last response, CVS Caremark has determined that CVS Specialty made no billing errors. The Member should contact ******** for payment options.

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: 03/31/2025
Better Business Bureau:I have reviewed *he response submi**ed by *he business and have de*ermined *ha* *he response does no* sa*isfy or resolve my issues and/or concerns in reference *o complain* # ********. Please add your rejec*ion commen*s below; if you do no* provide any de*ails, your complain* will be closed as Answered.
[You mus* provide de*ails of why you are no* sa*isfied wi*h *his resolu*ion.  If you do no* en*er a reason for your rejec*ion, your complain* will be closed as Answered.]
To whom i* may concern,
The response from CVS Speciali*y is so repe*i*ive and poorly s*a*ed. The response is s*a*ing *ha* *he processing of *he *ransac*ion had no errors in i*. This is based on *heir *echnology of how *he billing was se* up. I was informed by ******************* *ha* some pharmacu*ical providers have *he op*ion *o bill secondary insurance wi*h *he ******** Paymen* Plan. Again, *** speciali*y has i* se* up *o go au*oma*ically *o *he ******** paymen* plan for billing and no* using a secondary coupon payee. This is *heir design and *his is wha* CVS Speciali*y is s*a*ing *ha* *he billing was done wi*h no errors. The real issue is no* *ha* *here sys*em billed i* wi*h no errors, *he issue is *ha* *heir employees were no* *rained properly *o inform me of *his. The employee of *** said *ha* *hey can bill a secondary payee and no* *he paymen* plan. The employee was no* *rained *o *ell me *ha* *hey don' * have *he capabili*y of billing *he secondary coupon and ac*ually gave me incorrec* informa*ion which caused *his issue. The manager of billing ac*ually said *ha* *his si*ua*ion *o be referred *o *he pharmacu*ical area since i* is a *raining issue *ha* caused *his error. Tha* i* is no* a billing error bu* a pharmacy error. He said *ha* *he billing was se* up au*oma*ically and I should have been informed abou* *ha* so *ha* I could unenroll in *he program so *ha* *he secondary payee can pay *he difference so *ha* I do no* ge* charged.
I believe *ha* CVS should be s*epping up due *o *heir negiligence of no* informing me of *his. I* is no* my responsiblii*y *o know how *heir *echnology works. I rely on *heir employees *o be professional and knowledgeable.
If CVS does no* correc* *his issue, I will consider legal and o*her op*ions.
Thank you.
Bes* regards,
******** *****

Businesses and Cus*omers should be civil, cour*eous and poli*e in *heir responses *o complain*s. I* is impor*an* *o remain professional and produc*ive when par*icipa*ing in *he BBB complain* process.

FAQ

Regards,
********
Initial Complaint
Date:03/07/2025
Type:Order 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 am submitting this BBB complaint regarding pricing practices of *** Specialty. I am requesting financial reimbursement and a price adjustment for previously purchased prescription medication from CVS ************ wife has a rare medical condition and a separate rare genetic disorder that makes it difficult for her to become pregnant and requires her to go through multiple rounds of In ******************* (IVF). IVF is a complex series of procedures that can lead to pregnancy. It is a treatment for infertility. The manner in which CVS Specialty processed her IVF prescriptions forced her to 'max' out her lifetime IVF benefit, increased her out-of-pocket medical costs, and jeopardized future IVF treatments.CVS Specialty overcharged my wifes prescription medication for IVF treatment by choosing a higher-cost pharmacy over a proven and previously used lower-cost alternative. Despite previously using the lower-cost alternative while filling her IVF prescriptions, CVS Specialty opted for a more expensive one. By filling my wifes prescription with the more expensive option, we were charged $19,354.47 more than necessary for the exact same medications.Due to these overcharges, our health insurance IVF benefit was 'maxed' out much sooner than it should have been. Therefore, all future *** treatments for my wife, as well as prescribed medications, must be paid by us personally as CVS Specialty practices forced her to use her entire *** benefit balance. This has created considerable emotional and financial hardship and eliminated any possibility of us having a baby!I request that CVS Specialty reimburse my wife for expenses above the cheaper alternative medication costs, which were known by CVS Specialty to be available and had been used before while filling my wifes IVF prescriptions$19,354.47to successfully resolve my complaint.Please contact me anytime if you have questions or require further documentation.Your attention to this matter is greatly appreciated!
Business Response
Date: 03/13/2025
March 13, 2025

Better Business Bureau
************************************************
*********************-4705

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 7, 2025. Thank
you for the opportunity to address the Members concern.

Upon review of this complaint, CVS Caremark found that the medications at issue were prescribed by
the Members doctor and not selected by the specialty pharmacy. The plan maximum allowed benefit
for fertility is $50,000 lifetime. The cost of the medications is calculated by the total price of the
medication under the contracted rate, and the maximum allowed benefit for fertility is integrated with
medical per the plan. Because the medication was prescribed by the Members doctor, there is no error
in the processing of the prescriptions. The Member can consult with the doctor about the choice of
medication.

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

Sincerely,

***** *******
Member Advocate
Customer Answer
Date: 03/17/2025
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.
Thank you for your review of our submission. However, the issue is not with the prescribed medication itself as your response states, but with CVS Specialty's arbitrary selection of the pharmacy used to fill the prescriptions. My wife has had IVF medications filled by CVS Specialty with two different pharmacies, yet CVS Specialty consistently chose the more expensive option instead of utilizing the more cost-effective alternative that had been used previously. This decision unnecessarily increased costs and accelerated the use of our lifetime fertility benefit. As a result, the lifetime benefit is now maxed out, meaning that all future expenses related to my wife's IVF treatment will have to be paid entirely out-of-pocket. Had CVS Specialty either given us a choice of pharmacies to fill these prescriptions,and/or, selected a pharmacy that charged significantly less for the identical medications as they had done in the past, our lifetime benefit would not be maxed out and we would not have been forced to pay more out of pocket. Therefore, due to CVS Specialtys lack of due diligence, we request reimbursement of the $19,354.47 that was charged for these significantly higher priced, but identical, prescriptions.

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: 03/24/2025
March 24, 2025

Better Business Bureau
************************************************
*********************-4705

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 7, 2025. Thank
you for the opportunity to address the Members concern.

Upon review of this complaint, CVS Caremark has confirmed that the Members plan has a contracted
rate. Any pharmacy where the medication is filled may accept that contracted rate. The pharmacy lock
at CVS Specialty does not require the Member to pay more for the same medication. All prescriptions
filled by *** Specialty were submitted by the Members doctor and filled accordingly. There was no
error on the part of CVS Caremark. If the same medication prescribed by the doctor was sent to any
other in-network pharmacy, the cost applied to fertility benefit would have been the same.

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: 03/27/2025
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.
Thank you for your response. However, the issue is still with CVS Specialty methods. Our doctor submits prescriptions to CVS Specialty,not to a specific pharmacy. CVS Specialty repeatedly chooses the higher-cost option, even when they have previously utilized a more affordable alternative as I have already described in my previous response and original complaint. This pattern indicates that the issue lies with CVS Specialtys internal processes rather than the prescribing physician. Additionally, while you claim that the pharmacy lock does not force the Member to pay more, CVS Specialtys repeated selection of higher-priced options contradicts this. The statement that the cost would have been the same at any in-network pharmacy is inaccurate, as lower-cost alternatives have been available and previously used by CVS Specialty.Therefore, due to CVS Specialtys lack of due diligence, we request reimbursement of the $19,354.47 that was charged for these significantly higher priced, but identical, prescriptions.

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,
*******

Customer Answer
Date: 04/07/2025
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.
This case was closed without any resolution or reimbursement that we requested due to the negligence of CVS Specialty. Please keep my case opened until this is resolved with CVS Specialty.

Business Response
Date: 04/08/2025
April 8, 2025

Better Business Bureau
************************************************
*********************-4705

Re: Complaint # ********
Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on April 7, 2025. Thank you
for the opportunity to address the Members concern.

As stated in the initial response, and the rebuttal response CVS Caremark has confirmed that the
prescriptions that were filled were with the members doctor approval. The prescriptions would cost the
same regardless the pharmacy filled at through the insurance as the negotiated rate does not change
when using another preferred pharmacy and could only go up at a non-preferred pharmacy if any change.
Because of this the pharmacy lock had no bearing on the cost of the medication that was prescribed by
the members doctor, and not selected by the ********************** as previously indicated by
complainant. Because during our investigation no error was discovered on the part of either CVS Specialty
or CVS Caremark there can be no changes made to the members accumulations towards the fertility
benefit max.

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: 04/09/2025
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.
Thank you for your response. However, I would like to reiterate and clarify an important point that seems to have been overlooked. As I have previously stated, ************* has, in the past, chosen a more cost-effective pharmacy to fill our medication. This demonstrates that CVS Specialty does, in fact, have the ability to choose between pharmacies when processing prescriptions.
The issue I have is not with the doctors approval of the prescription itself, but with CVS Specialtys decision to neglect using a more affordable pharmacy and instead consistently opt for a more expensive one.While it is claimed that the negotiated rate would be the same across preferred pharmacies, past experience proves otherwise where a less expensive option was used and resulted in noticeable cost differences.
This pattern raises concerns about whether all cost-saving opportunities are being considered and utilized, especially given the high costs associated with fertility treatments. Therefore, I respectfully disagree with the conclusion that no error occurred, as the lack of effort to use a more cost-effective pharmacy directly impacted the total accumulations toward our fertility benefit max. Due to CVS Specialtys lack of due diligence, we request reimbursement of the $19,354.47 that was charged for these significantly higher priced, but identical, prescriptions.

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:03/06/2025
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.
I'm filing this complaint based on CVS Caremark's false claims on their website regarding discounts for mail order prescriptions. Three of my prescriptions have increased in price this year, even though I have the same insurance plan. I contacted CVS Caremark three times, and they did not resolve my issue. When I spoke to an agent on the phone the third time (March 6), I was told that my prescription, Amitriptyline 10mg, would not cost any less with mail order. I told the agent that based on their website, it would for a 90-day supply, but he said that wasn't what he was seeing on his end. He then said he couldn't help me and would have to transfer me to another department, which he never did. I have attached screenshots from today (March 6) showing the prices of three of my prescriptions that would be eligible for a discount via mail order. This was also confirmed by my insurance provider, ****. An **** agent called me today (March 6) to tell me that I could get a discount through mail order and quoted me the prices shown on the attachments. The screenshots were taken directly from CVS Caremark's website, and I accessed this website through my ****'s patient portal. I know there is a request button under the mail order column, but when I tried that, it did not work. I know that to some, the discount may not seem like a lot of money. But I am struggling financially as everything is going up in price. My health insurance increased my monthly premium by $40 for the same plan and now my prescriptions go up, too.
Business Response
Date: 03/14/2025
March 14, 2025

Better Business Bureau
************************************************
*********************-4705

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 7, 2025. Thank
you for the opportunity to address the Members concern.

Upon review of this complaint, CVS Caremark has determined that the ************************** website displays
an incorrect copay for a 90DS of medication. The Members mail order benefit for a 90DS of a Tier 1
medication is $30. According to the Members plan design, CVS Caremark can confirm that the price for
the medications mentioned in the complaint are the same for retail-90 and mail order.

As a courtesy, the account manager applied a credit of $15.00 to the Members account to match the
copay displayed on the most recent order. CVS Caremark is working to resolve the issue of the incorrect
cost for this plan being displayed on the website.

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: 03/23/2025
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 # ********.
I would like a formal apology from CVS Caremark. Nowhere in their response did they ever apologize for the inconvenience and stress this put on me. I would also like to know what they will do to make sure this run around does not happen again.
Regards,
*****

Business Response
Date: 03/26/2025
March 26, 2025

Better Business Bureau
************************************************
*********************-4705

Re: Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 25, 2025. Thank
you for the opportunity to address the Members concern.

As stated in the initial response, CVS Caremarks website displayed a lower, incorrect price for a 90-day
supply of medication. CVS Caremark addressed this by honoring the price quoted to the Member and
applying a $15.00 credit to the Members account. ********************** apologizes for any inconvenience the
matter may have caused the Member and is working to resolve the technical issues surrounding the price
displayed on the website.

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:02/28/2025
Type:Order 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.
In October of 2024 I ordered my *******. Instead of sending the one with the copay assistance I have, they sent their own manufactured injection. WITHOUT telling me. Now I used one injection, but due to the 6 day power outage from Hurricane ******, the other injection went bad. So I got a medication from a manufacturer without knowing, and then lost one injection because we had no power for 6 days. Now I am getting a bill for $863. Until I pay the bill for the medication (sent from them knowing it was not on the copay card), I can no longer fill any specialty medications. I am disabled and was not notified they would be sending a medication that was NOT covered by my copay card. Because of this my health is suffering. CVS caremark was no help. They did nothing to help after Hurricane ******, even after I told them I could not use. They send their manufactures injection WITHOUT letting patients know it is NOT COVERED by the copay assistance and that the patient MUST pay. If they had notified me prior, I would not have ordered the medication. This is causing me severe health and financial issues. please help.
Business Response
Date: 03/17/2025
March 17, 2025

Better Business Bureau
**************************************************************************************************************-4705

Re:Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on February 28, 2025. Thank you for the opportunity to address the Members concern.

Upon review, CVS Caremark has determined that on September 26, 2024, CVS Caremark advised the Member to call the copay assistance program as the $227.22 for the order in question would exhaust all the available funds. The Member was aware of the copay assistance issue and still proceeded with the order. The dispensed medication was the same as the previous fills of the mediation, with the same NDC, quantity and strength. Copay assistance was utilized on the order for a partial payment of $227.22, leaving the members responsibility of $858.23.

Additionally, the member had another previous balance in collections from April 19, 2024, in the amount of $1,310.40. Due to miscommunications with the Member, CVS Caremark has decided to remove that outstanding balance from collections and from the Members account.

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: 03/18/2025
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.
******* ******** was not made aware that copay assistance cards could be exhausted. With Humana prescription there was not an issue. I did not have a choice in changing medications. And on October 4, my last order, I was not made aware prior to shipping that my copay assistance would not cover it. And then I lost one of those injections due to a 6 day power outage with hurricane ******. I tried to let them know this and they told me I could pay cash to replace it. I declined because I found out about the prior balance after the storm. I received no notice that I would have any responsibility for the medication. I did not agree to pay any amount.

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: 03/20/2025
March 20, 2025

Better Business Bureau
**************************************************************************************************************-4705

Re:Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 18, 2025. Thank you for the opportunity to address the Members concern.

CVS Caremark conducted call reviews of the Members interactions with customer care and confirmed that during a September 26, 2024, phone call with the Member, CVS Caremark informed the Member that the July and August 2024 claims were $0.00, but that the September claim was $858.23 and copay assistance was paying only $227.22. ************* provided the Member with the copay assistance programs phone number, instructed the Member to discuss the issue with the copay assistance program, and to call back after resolving the issue so that CVS Caremark could schedule the order. The Member did not call back, but did complete an online order on October 3, 2024, for delivery date October 4, 2024.

On December 4, 2024, the copay assistance program confirmed that the Members copay assistance was exhausted after paying $227.22 on the September 26, 2024, order and that the Member had used the calendar max of $5,250 for the year.

CVS Caremark made no errors in this instance and the collections amount of $858.23 owed is valid.

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
Initial Complaint
Date:02/27/2025
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.
Im filing this complaint in regards to 3 recent medication orders. I have tried contacting the company via social media with no resolve. Ive asked CVS Caremark to please stop using **** on my orders due to so many delays. Ive had 2 packages sit in *******, *** for 7 day straight and not move. I finally received those 2. Now I have one sitting there again going on 2 days. This is ridiculous and uncalled for. Now they want to charge me $17 to use **** This is not fair because of their mess up. I should not have to pay so much in order to get dependable shipping
Customer Answer
Date: 03/10/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/11/2025
March 11,2025

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

Re: Complaint #: 23000758

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on February 28, 2025. Thank you for the opportunity to address the Member's concerns.

The Members complaint involved delivery delays when prescription orders are shipped through the mail order pharmacy via standard shipping through the **************. The Member was provided with all shipping options available through the mail order pharmacy, along with the cost associated with the services. The Member has a comment on file with Caremark requesting 2nd day shipping, which counts for the $17.00 charge.

The members plan also allows a 90-day supply on maintenance medications at an in-network pharmacy as well. On February 25, 2025,the member had their Caremark account notated to use *** 2 Day Delivery only for all future orders.

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: 03/12/2025
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 am rejecting the response due to this company using the *********** for shipping. This company is well aware of the *********** problems occurring. I should not have to pay $17 to get my medication on time

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: 03/18/2025
March 17,2025

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

RE: Complaint #: 23000758

Dear ******************** are responding to the members rejection of our previous response.

The CVS Caremark account team for this plan advised that the Member may request *** Standard/Ground shipping as their preferred shipping method, and all future orders will be shipped via ***. This method does not require a shipping fee and the standard delivery time frame is 5-7 business days.

The Member can contact customer care at ************** to set up the preferred shipping option and remove the 2-day shipping fee. The member can also access *************************** or 1.800.Pick*** *************) for tracking and questions.

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

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