Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

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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.

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:02/27/2025
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 am writing to express my frustration with the handling of my prescription and medication pricing by Caremark and the pharmacy. I received a prescription from my provider for a medication priced at $625. However, I learned that the manufacturer offers a savings card reducing the price to $25. In January, I obtained the medication for $25. However, when I went for a refill, I was shocked to find that the cost had returned to $625. Upon inquiring with the pharmacist, I was informed that Caremark had denied my claim. I contacted customer service, and they told me I would need to enroll in a CVS-run program to qualify for the *********** access the discount, I was told I needed to speak with a CVS specialist, but the next available appointment is five weeks away. This means I have to either wait five weeks for the discounted price or pay the full $625 now. When I asked if I could be reimbursed for the difference later, I was told that Caremark could not promise any reimbursement.After several discussions with Caremark and CVS, I feel that customers are being forced into their programs, especially since the services seem to be unavailable when needed. My main concern is this: How can Caremark withhold a patients prescription when there is no availability for consultations in a timely manner?This situation is causing significant inconvenience and stress. I am requesting either an immediate refill at the discounted price of $25 or reimbursement for the amount I am being forced to pay in excess.Thank you for your attention to this matter. I look forward to a prompt resolution.
Customer Answer
Date: 03/11/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 03/12/2025
March 12,2025

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

RE: Complaint #: 22998886

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on February 27, 2025. Thank you for the opportunity to address the Member's concerns.

The Member expressed dissatisfaction about the plans requirements to enroll in the *** Weight Management Program in order for their medication to remain covered by their plan. While the enrollment into the program is a requirement to have the medication covered at no cost, the member can decline enrollment and pay 100%of the medication cost.

There are no overrides or exceptions offered by the plan at this time. The Member can ask their Prescriber to contact the Prior Authorization Line directly at **************. If the Member has questions about the *** Weight Program enrollment,they can call **************.

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,

****** ****
AdvocateTell us why here...
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.
Dear CVS Team,
I understand that you're offering a program, but it seems unreasonable to stop my discounts if specialists are not available when I need them. Why should I be expected to pay $650 instead of the $25 discount price simply because a CVS specialist isn't available at the time of my refill? Additionally, I believe I should have been informed about this situation prior to my first prescription being filled. This lack of communication and customer support is disappointing, especially coming from a major pharmacy like 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: 03/17/2025
March 17,2025

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

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

Dear ******************** are responding to the Members rejection to our previous explanation.

The Member expressed concern that they were not informed prior to the plan changes.The Members plan indicates letters were sent to impacted members and their prescribers 60 days in advance of the changes. If the Member made no attempt to fill the weight loss medications prior to 2025, the Member would have had to rely on the updated benefit guide made available by the Health Plan.

*********************** system is now showing that the Member has successfully completed the enrollment process and a prior approval is on file. The medication will now process successfully through the Members plan with a cost share of $100 for this specific plan.

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

Respectfully,

****** ****
Advocate
Initial Complaint
Date:02/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a new employer, CVS Caremark is my new pharmacy insurer I got coverage starting Feb 23. My son needs an urgent antibiotic today (Feb 26) but I still have not received my cards in the mail to know my ** number for coverage. They refuse to give me my ** number over the phone even after I verified all my info. I do not have days to wait for a card to come in the mail. Im at *** right now and need the ** number TODAY in order to get this medication. They are withholding this info from me and wanting me to wait for the card in the mail. If something happens to my son for not receiving this antibiotic, THEY ARE LIABLE!!!
Business Response
Date: 03/11/2025
March 11, 2025

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

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

Dear Sir/Madam:

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

ID cards should typically be received by the member within 7-10 business days of the plans effective date. Members needing ID card information prior to receiving their ID card should contact their HR office or CVS Caremark customer care to obtain a temporary ID card.

In this case, our records do not show that the Member has contacted customer care for the plan. ************* may be reached at ************ for assistance with ID cards or any other plan related questions or concerns.

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: 03/11/2025
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.
[CVS Caremark claims there is not record of me calling them. I have included a screenshot of my 20 minute call on Feb 26, 2025. How dare you guys try to invalidate my complaint by pretending I never reached out to you guys. Ridiculous.]

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: 03/12/2025
March 12, 2025

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

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

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 12, 2025. Thank you for the opportunity to address the Members concern.

Upon further review, records do show the Member contacted customer care. We apologize for any inconvenience our previous response may have caused the Member.

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

Business Response
Date: 03/12/2025
March 12, 2025

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

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

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on March 12, 2025. Thank you for the opportunity to address the Members concern.

Upon further review, records do show the Member contacted customer care. We apologize for any inconvenience our previous response may have caused the Member.

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:02/25/2025
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.
I am filing a formal complaint against ********************** regarding an unauthorized charge on my co-pay card and incorrect billing for my prescription.On January 14, 2025, I filled a prescription for ******** through CVS Specialty Pharmacy. Despite instructing the pharmacy not to charge my co-pay card, they proceeded to do so, deducting $233.98 (plus $0.10 from the co-pay card program). Additionally, I was personally charged $5,624.50, which is incorrect according to my ******** MyWay assistance program.I have attempted to resolve this issue directly with the pharmacy, but they have refused to reverse the charge or correct the billing error. This has caused financial hardship and unnecessary stress. I am requesting assistance in resolving this matter, including: A full review of the transaction and the incorrect charge. A reversal of the charge on my co-pay card and proper application of my assistance program benefits. A response from *** Specialty Pharmacy on how they plan to correct this issue.I appreciate your help in addressing this complaint and ensuring that pharmacies adhere to proper billing practices. Please let me know if additional documentation is required.
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 February 26, 2025. Thank you for the opportunity to address the Members concern.

The claim in question was reversed on March 4, 2025. The copay assistance has been refunded, and the member has a $0 balance on the 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
Initial Complaint
Date:02/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have requested the total amount that I paid out of pocket in 2024 to *** speciality pharmacy only. The statement they sent is unclear. I am getting the run around. I simply need the amount I paid out of pocket in 2024 to *** speciality pharmacy.
Business Response
Date: 02/25/2025
February 25, 2025

BBB serving *********************, *****, ************, and *******
5 Mt. *********. ************************* **********
Phone:************

Complaint #: 22981897

To Whom it May Concern,

This letter is in response to the correspondence we received from your office on February 24, 2025. Thank you for the opportunity to address the member's concerns.

Our records show the members concerns were resolved on February 24, 2025. The member responded via email and expressed satisfaction.

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: 02/25/2025
Can you confirm the amount I paid out of pocket is $2,173.24 it is impossible to follow the print out

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,
Javiere

Business Response
Date: 03/10/2025
March 10,2025

BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100 Marlborough, MA **********
Phone:************

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

To Whom it May Concern,

This letter is in response to the members request for new information.

Today our Specialty Pharmacy reached out to the member and provided a verbal response to the additional questions asked. The member was satisfied with the information provided and confirmed nothing else was needed.

If nothing else is needed by your agency. CVS Caremark will once again consider this case closed.

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

Respectfully,

****** ****
Advocate
Initial Complaint
Date:02/21/2025
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 have used CVS Specialty Pharmacy for over two years now for the same medication, I have not had an issue until this year. This year, starting in January, ********************** used Copay assistance, which I did not authorize or give them to pay for my medication that they shipped in January (1/29/2025). Using copay assistance causes an issue as my insurance will not count anything paid with copay assistance to my deductible. I had called before the Jan delivery (1/6/2025), ensured they had the correct credit card information, and informed them on a recorded line that I would pay for the medication with that credit card. They still used copay assistance. When I realized they had billed me incorrectly, I called them (2/2/2025) and told them that I did not authorize the use of copay assistance and that they were to bill the credit card on file. They assured me that this would be fixed, and on 2/5/2025, I received an email stating that the billing issue had been resolved. On the same date, my credit card was charged $3576.77. On 2/6/2025, I placed an order for my Feb delivery, which was received on 2/14/2025. When I logged into my account, I found that they had again used copay assistance to pay for my medication. I informed them they did not have my authorization and that I wanted all the information on copay assistance removed from my account. They told me they would fix the issues and charged my credit card $3388.01 on 2/15/2025. I have now paid them a total of $6964.78, and they have not shared any of that information with CVS Caremark, who is my prescription benefits company so that money is not reflected in my deductible ($5000) or out-of-pocket max ($7500). I have contacted ********************** and CVS Caremark multiple times and am told they are working on it. This is unacceptable as I am continuing to have to pay OOP for medical expenses when I have already met my deductible and OPP max for the year.
Business Response
Date: 03/03/2025
March 3, 2025

(Via Manage BBB Complaints System)
Better Business Bureau
5 Mt. **********Suite 100
***********, ** 01752-1927

Re: ****** ****
Your Case No. 22972500

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the **************** of America health plan, of which ****** **** (the Member) is a member. This letter is in response to the correspondence we received from your office dated February 21, 2025. Thank you for the opportunity to address the Members concerns.

Caremark will be refunding two charges back to the Members credit card on file. For the January 6, 2025, claim, the member will be refunded $188.76. For the February 6, 2025,claim, the member will be refunded $2,278.95. Our records show that the Member has met her deductible and Caremark has applied $5,569.74 towards their $7,350.00 out-of-pocket maximum.

On February *******, Caremark contacted the Member by telephone and provided her with this information.

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:02/18/2025
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 trying to get my Ozembic used for diabetes. I have been on the same prescription for over a year. After a provider change a new prescription was sent to Giant to be filled. ***** changed their policy without notice and now I need a Preauthorization. I am now missing getting my diabetes medicine and not sure how my body will respond. It doesnt make sense that a medication Ive been on for 2 years should not need to be pre approved and cause me to miss medication.
Business Response
Date: 02/27/2025
February 27, 2024

BBB serving *********************, *****, ************, and *******
5 Mt. Royal Ave.Suite 100
*************** 01752-1927

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 February 19, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The requested medication is on the formulary drug list for this plan and requires a review of the plan elected drug specific criteria prior to coverage. The prescriber submitted a prior authorization request on February 18, 2025, but did not provide required information.

The Prior Authorization criteria form has missing or invalid information, as a result the prior authorization was denied on February 18, 2025

Outreach was made to the prescribing physicians office on February 19th at 3:02pm, February 20th at 9:48am, February 21st at 10:25am and February 25th at 10:00am requesting additional documentation to support plan criteria for prior authorization approval. The prescriber may submit another request, along with the necessary clinical information, to CVS Caremark by mail, phone or fax to: CVS Caremark Prior Authorization (Commercial) ************************************************** Phone: ************** Fax: **************

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:02/14/2025
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 am writing to formally express my concerns regarding CVS Specialty Pharmacys mishandling of my prescription. Despite multiple notifications from *** stating that my prescription could not be filled due to coverage issues, I was unexpectedly informed today, February 13, 2025, that the medication was delivered to my providers officedespite never requesting that it be filled.Due to CVS inability to properly troubleshoot insurance coverage issues, I was forced to have my prescription filled by another pharmacy. Now, I am deeply concerned that CVS erroneous fulfillment of this prescription will result in an unnecessary insurance claim, potentially leading to billing issues and further disruptions in my healthcare access. Given my past experiences with CVS failure to properly coordinate prescription coverage, I find this situation unacceptable, particularly as CVS is designated as my insurers "preferred" pharmacy for specialty medications.I am formally requesting that *** immediately investigate how and why this prescription was filled without my authorization. Furthermore, I would like written confirmation that my insurance will not be billed for this error.Additionally, I intend to escalate this matter to the Department of Managed Healthcare to formally request a reopening of my case to apply an exemption for specialty medications. *** repeated inability to resolve insurance coverage inquiries and its continued incompetence in managing my prescriptions have created unnecessary barriers to my healthcare, and I will be advocating for the ability to utilize a pharmacy that can reliably provide the care and coordination I require.Please provide a response regarding the outcome of your investigation and steps to ensure that similar issues do not occur in the future. CC:Department of Management Healthcare, Case #*******
Business Response
Date: 02/26/2025
February 26, 2025

BBB serving *********************, *****, ************, and *******
5 Mt. **********Suite 100
*************** 01752-1927

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 14, 2025.Thank you for the opportunity to address the beneficiarys concerns.

On November 4, 2024, the member gave authorization for his prescribing doctor's office to place orders on the member's behalf. On February 17, 2025, Caremark Specialty Pharmacy made outreach to the prescribing doctor. The prescribing doctor stated they did not place an order with Caremark Specialty for the member and no orders were received in their office from Caremark Specialty for the member in February 2025. Our records show, the member hasnt been billed by Caremark Specialty.

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

Sincerely,
***** ****
Member Advocate
Initial Complaint
Date:02/12/2025
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.
When I bill this insurance for reimbursement of my prescription costs, they often reply with some bogus denial. In every case, all my prescriptions are valid and all of the information is included. In the past, I have spent YEARS trying to resolve it with Caremark. When I file a complaint with the BBB, it is often resolved quickly. So I am filing a complaint again. Docs are attached. My reimbursement should be $84.
Business Response
Date: 02/14/2025
February 14, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 12, 2025.
Thank you for the opportunity to address the members concern.
All requests for reimbursement were processed. Member will be mailed a check in the amount of 84.00.
Please allow 7-10 business days for payment to be processed and mailed to the member.
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:02/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CVS Speciality continues to ship my prescriptions without informing me of my out of pocket cost. I have a copay on file which should bring my out of pocket to $0. CVS mailed prescriptions with balances ranging from $70-$500 over the course of three months without informing me of the cost. I have been attempting to sort everything out and have made payments of $100 and $140. I have recently learned that Ive been sent to collections by *** without any type of communication. No one at *** can provide me with an explanation or solution. This is not ok. They should not be allowed to mail prescriptions without informing the patient of their out of pocket cost. Im absolutely humiliated to be sent to collections for something that isnt even my fault. *** needs to fix this and give me absolute guarantees that my prescriptions will not be mailed without informing me of the cost.
Business Response
Date: 02/14/2025
February 14, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 12, 2025.
Thank you for the opportunity to address the members concern.
A note was added to the member's account to notify the member when there is a balance owed for a
shipment. The $387.42 balance was removed from the collection agency. The member will receive a
$100 refund for the September 23, 2024 date of service. Please allow 7 10 business for the refund to
process.
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: 02/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******* ******
Initial Complaint
Date:02/11/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lack of information Lack of care Lack of respect Lack of management Combative and hangs up Required process with no follow up or customer service to assist. ****** care about clients at all, or new enrolled clients. Unhelpful, unresponsive.
Business Response
Date: 02/25/2025
February 25, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on February 13, 2025. Thank you for the opportunity to address the members concern.

Upon review, customer service for the Health Optimizer App is administered by a third party. We have asked management to review this matter for coaching, training, and process improvement opportunities.

If the member has any additional questions or concerns about the Program, the member may contact customer service for the plan at **************.

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

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Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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