Complaints

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

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• 

  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  355 Lincoln Ave Bellevue, PA 15202

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  100 Delta Dr Pittsburgh, PA 15238

• 

  CVS Caremark

  242 5th Ave Pittsburgh, PA 15222

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:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I ordered *************** on 1/8 which is a medication that keeps stomach acid from burning my throat. Was shipped on 1/9, and we never received it. Out of medicine now, I called *** and they said they considered it lost in the mail since it was past the 10 business days. They said they could re-ship it but could not guarantee when it would arrive. So I had our doctor call it in at a different local pharmacy so I could pick it up. However I was denied since insurance had already paid CVS for the initial prescription that is now lost. We then made a 3-way call to CVS with my insurance **** so they could request that they reverse the claim they had made for payment, thus allowing me to get it filled somewhere else. At first I was told they could do this, but after several times on hold, ******* (from their senior team) told us that they had someone from my insurance that could help us (forgetting that we had a 3-way call with my insurance *** ALREADY on the phone and listening. My *** explained to her that BCBS (our insurance company) could not reverse their claim and that it had to be done by ***. ******* then said she was told by her superiors that it could not be done. I asked to speak with her superior and she said no problem and then disconnected the call. I gave her my call back number earlier in the call but she did not call back. So now even after paying I can not get my medicine or have it filled somewhere else unless I pay cash, which with GoodRx is over $400. Id like them to reverse the claim against the insurance so I can get my medicine OR just send me another 90-day supply of my meds no charge. I dont care Im just tired of being in PAIN!

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS Caremark continues to interfere with the prescriptions that our family doctors and specialists have prescribed over the last year. It is now coming to a head with the refusal to refill my wife's birth control, citing needing "prior authorization." Her doctor and her have been fighting with Caremark, since the new year. Last year they refused her dry eye medication. It took over a month for her and her doctor to get those cleared. It is absolutely unacceptable that this company continues to drag their feet to save a **** while their patients suffer. Countless disconnected calls to customer service, deleted *****************************, etc. Someone needs to hold them accountable to their patients!! We have multiple interactions between our doctors and us, as well as calls to Caremark documented.

  Business Response

  Date: 01/29/2025

  January 29, 2025
  BBB serving *********************, *****, ************, and *******
  5 Mt. *********. Suite 100
  *************** 01752-1927
  Complaint # ********
  To whom it may concern:
  CVS Caremark administers the prescription benefits portion of the ******* HEALTHINEERS health plan,
  of which the beneficiary is a member. This letter is in response to the correspondence we received from
  your office on January 22, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  An override was entered allowing the member to fill their prescription until July 24, 2025. The member
  will receive the order via *** (tracking number 1Z74W0A6P225052440).
  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: 01/31/2025

  [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:01/17/2025

  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.

  At the beginning of January, I submitted a refill request for medication and CVS Caremark has failed to follow through on prior authorization in a timely manner which resulting in a delay in time sensative injections I take.

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  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 DIRECTV health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on January 17, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  
  The member spoke with ********************** on January 13, 2025, and was informed a prior authorization was needed for their medication.
  The prior authorization was approved on January 21, 2025 and is valid until January 20,2026.
  The members medication shipped on January 21, 2025 and delivered on January 22, 2025 via ***,tracking# 1Z7F7W57P238139161.
  
  
  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:01/14/2025

  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.

  For the second time Caremark failed to autofill my prescription. I noticed my supply running low. I logged on to the Caremark website to find a message telling me to contact my provider because they were not responding. Seems like Caremark should do that. I contacted my provider about the refills. They told me the refills were sent to Caremark in Sept. I went back to the Caremark website and was able to fill the script manually. Unfortunately there was a delay in mail service. I called Caremark to see what could be done to expedite some critical medicine. Their recommendation was for me to ask my provider to send an emergency script to the local pharmacy, wait for the pharmacy to reject the prescription, then me call Caremark for an override. In a nut shell, "We messed up. You need to do all the work to correct our mess up if your health is important to you." Later I got a message from Caremark/CVS stating my prescription was ready to pick up. I went to the local pharmacy to pick up the meds on my lunch break. Once I made it to the counter the young lady told me it would be $14. I asked if that was with the insurance. She sent me to the drop off window for a re-bill. The *** told me Caremark rejected the prescription because the 90 day script was already filled and shipped. I explained what happened. He repeated the same statement and I needed to call Caremark. At this point I was livid. I told him I refuse to do that just let me pay the $14 so I can get back to work and have critical blood pressure medicine. He said OK, you have to go get in line at the pick-up window. So, 45 minutes and $14 later I was late returning to work from my lunch break.I send a message to Caremark. Their response was basically we try to do good, we do not acknowledge our mistakes, and "you should order medicine at least 10 days before you run out". The script is enrolled in their auto fill program yet I am to blame. ****!

  Customer Answer

  Date: 01/27/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/28/2025

  January 28, 2025

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

  
  Complaint # ********

  
  To whom it may concern:
  This letter is in response to the correspondence we received from your office on January 14, 2025.
  Thank you for the opportunity to address the members concern.
  Upon review, the member paid out of pocket for 90 days supply. As a courtesy the plan has issued a
  refund to the member in the amount of $14.00.
  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:01/14/2025

  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.

  Caremark blocks mail order refills for the medicine I need. It takes 2 weeks to get it in stock locally. Since last week I have requested early refill approval through Caremark. Thus far I got that the med was not even authorized which I worked through. Just now I got that since I have 2 weeks worth left I dont need an early refill. So possibly if I could speak with someone that is able to understand the situation better it could be resolved faster.

  Business Response

  Date: 02/04/2025

  February 4, 2025

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

  
  Complaint # ********

  
  To whom it may concern:

  
  This letter is in response to the correspondence we received from your office on January 14, 2025.
  Thank you for the opportunity to address the members concern.

  
  Upon review of this complaint, notification was sent to the member in May of 2024 informing the
  member that due to marketplace shortages CVS Caremark ************ Pharmacy will not be able to fill
  certain prescriptions for medication(s) the member is currently taking. The member will have access to
  these medications at in-network retail pharmacies. The plan's website can be used to find a list of in network
  retail pharmacies.

  
  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:01/11/2025

  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 canceled an Enfamil prescription through the CVS Caremark app in November, and it should have been successfully canceled. However, on January 2nd, I noticed a charge from *** for this canceled prescription order. Upon checking the app, I found that the order had been shipped.I immediately called the *** team on January 3rd to address this issue and requested the shipment to be stopped. The customer associate informed me that this was a system issue and assured me that I didnt need to take any further action, as the charge would be reversed.Despite this assurance, the charge has not been reversed to date. I contacted the *** team again today and received a completely different response. I was told that I need to mail the package back myself to receive a refund.The package weighs over 80 kg, and since this issue was caused by ***s system error, I request that *** arrange for a door pickup and process the refund. The order number is **********. I also have recordings of both phone calls with *** for reference.

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  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 January 11, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  
  On January *******, the member was reimbursed $667.25. This amount was applied to their credit card that was originally billed .
  
  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:01/10/2025

  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 was charged $150 for ******* 5 mg tablets when the actual cost was $33.12. They charged me $600 for four prescriptions so they owe me $467.52.

  Business Response

  Date: 01/17/2025

  January 17, 2025

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

  
  Complaint # ********

  
  To whom it may concern:
  This letter is in response to the correspondence we received from your office on January 13, 2025.
  Thank you for the opportunity to address the members concern.

  
  On January 13, 2025, a one-time courtesy refund was issued in the amount of ****** 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:01/10/2025

  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.

  ******************* continues to call me at ************. I never gave *** Specialty this number. My CVS account has number, ************, on it, not ************. On January 10, 2025, CVS Specialty called me from number, ************, at 8:28am, waking me up. CVS hung up as soon as I answered the phone. It's against the Telephone Consumer Protection Act to call before 9am. CVS owes me $500 per the **** for that call. Further, since I never gave number, ************, to CVS, and they are calling it without my permission, CVS must stop calling that number. CVS must add "************" to its "do not call" list. Remove ************ from my account as it has nothing to do with my CVS account and never will.

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ******** 
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on January 13, 2025. Thank you for the opportunity to address the members concern.
  
  On January 14, 2025, the phone number in question was added to Caremarks do not call list. *** Specialty has also removed the phone number 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
  
  

• Initial Complaint

  Date:01/10/2025

  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.

  CVS/Caremark is the pharmacy provider for my health insurance which became active in December 2024. When I selected this insurance, I did so because I needed prescription coverage for prescribed medications. I thoroughly reviewed my options and chose this plan because mine and my sons meds were listed on the formulary and showed a manageable copay. Now that its too late to change plans, they have said they will only cover meds after I meet the $4,000 deductible for my medical insurance through Care First. Care First says this is an issue with CVS/Caremark while CVS/Caremark swears its an issue with Care First. I have spoken to no less than 5 people at each business and no one can give me a straight answer. I explained that this was not included in the information that they provided to my employer that led me to choose them. Their only suggestion is to try to get savings cards for my medications or call whichever one Im not on the phone with.

  Customer Answer

  Date: 01/21/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/29/2025

  January 28, 2025

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

  
  Complaint # ********

  
  To whom it may concern:

  
  This letter is in response to the correspondence we received from your office on January 14, 2025.
  Thank you for the opportunity to address the members concern.

  
  Please find enclosed an excerpt from the 2025 Healthcare Professionals Benefit Guide that provides a
  Prescription Benefits Summary.

  
  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:01/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint to make other patients aware of what goes on and to avoid CVS and CVS Caremark in. general. Caremark is my PBM and in order to get a specific prescription medication filled. I would have had to use other medications on a step edit list; as is common practice and expected. Whats NOT expected is that - The medications on their step edit list, have literally nothing to do with the disease state that the medication I required treated. It is absurd. I had previously tried to reach out to them through **************************, however; they decided not to respond in ANY meaningful way. Instead they said that they received my prescription information and gave me DATES that it was received?!This way it looks like they made an attempt and did everything correctly by answering the complaint. Which - shame on you BBB for allowing this. I responded with a follow up, saying their response did NOT address any questions or issues I was having, and they fully and completely ignored it. I guess my medication needs as a human and plan member ARE UNIMPORTANT. Given the state of whats going on with insurance in the US and how people are no longer satisfied with nonsensical answers from insurance corporations, I figured I would write back in and make it known that whoever is reading these complaints and responding is doing the absolute bare minimum just to look like they are responsive. I plan on bringing this to my companies attention as they frequently look to update their insurance plans and PMs . The overall dismissiveness and lack of concern for their patients well-being is despicable. That I could get an email back pointing out dates that my MD sent the script in - INSTEAD OF ADDRESSING THE ABSURD STEP EDIT THAT HAS NOTHING TO DO WITH THE SYMPTOMATOLOGY IS THE LOWEST OF THE LOW. Maybe we can get this in the public eye as well.

  Business Response

  Date: 01/14/2025

  January 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 January 2, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is a non-formulary drug for the members plan and requires an approved coverage request. On March 26, 2024, the members prescriber submitted a coverage request for the requested medication and CVS Caremark faxed the criteria form for the requested medication to the prescribers office for completion. On April 1, 2024, the coverage request was auto-closed due to no response from the prescribers office.
  
  On November 6, 2024, the members prescriber submitted a new coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. An adverse determination notice was sent to the member and their prescriber.
  
  On November 12, 2024, a new coverage request for the requested medication was initiated that included the clinical information required for approval and the coverage request for the requested medication was approved until November 12, 2025.
  
  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: 01/14/2025

  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. 

  In my last response I SPECIFICALLY said listing dates was not just hostile but did not answer any of my concerns and that the step edit medications did NOT treat what the condition that the non formulary drug was meant to treat.  I was aghast and my provider was aghast at the choices which were unrelated to the disease state. 
  

  Its completely HORRIFYING that the response above yet again does not address my complaint AND WORSE - that it again lists dates which are hostile, and shows that nobody reads they are just checking a box.  
  

  Shame on you CVS! Shame on you ***** *******.  I guess Im not worthy of anything other than listing out dates - so here - let me write a response you can use -

  Thank you for bringing these step edit medication discrepancies to our attention. As you may know, we bulk contract with manufacturers to get the best costs and maybe there was oversight on our part as far as not being applicable treatment modalities for the step edit we are discussing. We will review.

  Hope this help, 

  
  Regards,

  Sb

   

   

  Business Response

  Date: 01/22/2025

  January 22, 2025

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

  
  Complaint # ********

  
  To whom it may concern:
  This letter is in response to the correspondence we received from your office on January 14, 2025.
  Thank you for the opportunity to address the members concern.

  
  The members plan only covers the requested medication when the member has tried the formulary
  alternatives covered by the members plan or the members prescriber provides a medical reason for
  why the member cannot take the formulary alternatives. On November 12, 2024, a new coverage
  request for the requested medication was initiated that included the clinical information required for
  approval and the coverage request for the requested medication was approved until November 12,
  2025.

  
  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: 01/27/2025

  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 # ********.

  Im mesmerized that this response, devoid of care and proper punctuation, came from a member advocate.   **** in case you havent figured out yet - you are responding to the member. The BBB is not concerned. I am.  
  

  Again you have provided erroneous dates that have less than nothing to do with the reason I have written. You seem to think the members you should be advocating for are less than intelligent.  You need to be advocating for formulary step edits that are relevant!!!  Cream and gel DO NOT treat systemic conditions! 
  

  Id like an answer that addresses what my initial complaint was.  Your **** quick and dismissive answers are not only insulting but irrelevant and at this point - gaslighting.   Why would CVS Caremark POSSIBLY in any possible situation require a non systemic medicine be used to treat systemic issues???? 
  

  Are your PBM negotiators not versed in the basics of human anatomy?  This is not that difficult. Kindly answer the question. I understand if you are ill at ease with your job but do not take it out on me by ******* and providing a nonsensical answer of dates! 

  
  Regards,

  Sb