Business Profile

Pharmacy

CVS Pharmacy, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for CVS Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,159 total complaints in the last 3 years.
726 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:10/07/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an order with CVS online 9/21/2022, order # *********, for quantity of (6) ****************** Liquid Laundry Detergent 46 oz. My order never arrived **** tracking #1Z5R73380319615918). I called *** 9/30/2022 and opened a case. An email was received later the same day stating the package was deemed lost, and the shipper was notified for claim processing. I call CVS 10/3/2022 asking for an udpate, and was told to wait 24 hours, as I could not get a replacement shipment nor a refund. I call CVS again 10/5/2022 and am told to wait again and see if I magically get a refund, as nothing could be done. Today is 10/7/2022, still no refund, and still no replacement package. I do not want my money back, as I will lose my sale price/coupons/extrabucks incentives. I just want the items I ordered in the first place.
Business Response
Date: 10/12/2022
We appreciate ************** bringing her concern to our attention. The Customer Care team provided the following:

We were able to speak with **************
We issued no-charge replacement order ********* and refunded the original order back as well.
************** indicated that she was pleased with the outcome.
Customer Answer
Date: 10/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*********************
Initial Complaint
Date:10/06/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i made an online order (cvs.com). I picked up the order. After pick up, I was immediately charged 3 times for $28.76. Later that same day, I was charged another 3 times for $28.05. ALL OF THESE CHARGES WERE FOR THE SAME/ONE ORDER! I called Customer service and was transferred 5 times! NO ONE was able to assist me and no one knew what they were doing! I am now reporting that my card was UNLAWFULLY used and UNAUTHORIZED FRAUDULENT CHARGES were made without my knowledge. I should have been charged ONE Time for ONE purchase. Order number:454482250 Picked up at:Store #**** ******************************************************************* Call your store at ************** with any questions.
Business Response
Date: 10/12/2022
We appreciate ****************** bringing her concern to our attention. We confirmed that ****************** did see multiple authorizations because there was a change ($0.71 reduction in order total) from the original authorization, which required an authorization for the refund and also the new total. These have since dropped and there was only a single charge that settled.
Initial Complaint
Date:10/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This notification is in regards to your complaint submitted on 8/1/2022 against CVS Pharmacy, Inc.. Complaint # ********.They responded saying they would send a gift card and put exrabucks on my account, of which they did neither so I never was credited back the money they kept taking after I had cancelled.
Business Response
Date: 10/10/2022
We have revisited Ms. ********** concern and verified that she received the $10 ExtraBucks on 8/11/22, however, Ms. ******** never loaded it to her ExraCare card. We have manually loaded it and it should appear at the register. As for the gift card, we have requested that a new one be sent and she should receive it in **** business days.
Initial Complaint
Date:10/06/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was supposed to pick my medication (Adderall) today on September 5th. It was my refill date and I was being refused because they would not fill it. I have not requested an early refill. It was my 30 day supply and I asked why it was not filled. They made up excuses and when I told them that I will report them they hung up on me. I need my medication daily and csv is refusing to make accommodations. I don't understand why I was refused service by CVS. And the female rep refused to provide me services. I am not sure if CVS rep ************ off people medications. CVS was supposed to fill my script yesterday but they didn't
Business Response
Date: 10/10/2022
We appreciate ************ bringing his concern to our attention. Field Leadership investogated and determined that **************** medication was out of stock. The medication didn't come on 10/6. The Pharmacist let him know it usually take 2 days for CII meds to arrive. When the medications arrived on 10/7 morning, we put his 2 prescriptions and got them ready for him before 12:30pm.

************ picked up both of his medications at 5:02 pm on Friday, 10/7.
Customer Answer
Date: 10/15/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Usman
Initial Complaint
Date:10/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I registered for the cvs carepass reward in february where I get debited $5 dollar every month and I get rewarded with $10 in return. I noticed someone was using my $10 dollar reward and I was asked to change my phone number and an initial courtesy $10 was given to me. Much to my shock after I changed my phone number to my wife's someone still used our $10 dollar reward back to back for the months of August and September. For over three weeks I kept complaining and all I got where lackadaisical response like I may have given the phone number to someone. I was only promised one courtesy refund and to my shock again the person went ahead to still use it. I decided to close my account with them because I am scared at this point since I do not know who is having access to my information and cvs have been so mean to me it hurts. I told them all I wanted was a refund of the $10 dollars of $5 dollar each deducted from my account for the months of August and September since I did not redeem the rewards. I explained to them countless times that I live in ************ and within 2minutes drive to their *********** branch from my job and 2minutes drive from my home to their Mt. ************************* so why would I put at least a $20 gas in my car to go use the reward in ****** and ************. I do not buy detergent from cvs because it is not cost efficient and I do not use ******* toothpaste that seems to be all the imposter is interested in buying with my reward. Like cvs hasn't hurt me enough they have the nerves to forward the receipts to me for products I did not buy. I will attach screenshots of the receipts. I feel one of their staff gave out my information to a friend and the least they could have done was investigate the situation. When i asked they investigate the purchase from the newark store on september 21 they lied to me that it was an online purchase even when the receipt shows it was an in store purchase. All I am asking for is my $10 dollar back
Customer Answer
Date: 10/16/2022
I have not heard from the business in response to my complaint.
Business Response
Date: 10/17/2022
We have thoroughly investigated *********************' concern and have been unable to find evidence that their CarePass reward was fraudulently redeemed. Because of this, we will be unable to reissue the reward.
Customer Answer
Date: 10/17/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I do not accept their position. I have since cancelled my carepass membership and have not visited CVS pharmacy in over two months, but I still get emails asking me to rate products I supposedly just bought from their pharmacy. How can I at least get my information off their system so they stop sharing someone else's shopping experience under my email. I never asked for a refund of the carepass I asked for a refund of the money deducted from my account to fund the carepass for the two months someone else used my carepass thats how I know they never investigated. They just decided to give it sometime and come up with a bogus response. I just wanted to have it out there because I know I am not the only one whose account with CVS was compromised but at least I have mine on record. I stand on my position that they have an insider giving out customers information and I plan not to use CVS in the future.
Business Response
Date: 10/18/2022
We regret that we have been unable to resolve this concern. However, we were unable to substantiate *********************' concerns.
Customer Answer
Date: 10/23/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[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.]
I do not accept their position. I have since cancelled my carepass membership and have not visited CVS pharmacy in over two months, but I still get emails asking me to rate products I supposedly just bought from their pharmacy. How can I at least get my information off their system so they stop sharing someone else's shopping experience under my email. I never asked for a refund of the carepass I asked for a refund of the money deducted from my account to fund the carepass for the two months someone else used my carepass thats how I know they never investigated. They claimed I used the carepass but when i spoke to their representative she claimed someone had used the carepass online so they couldn't pull the surveillance camera for the store where it was used but the receipt that was sent to my email shows it was used at the self checkout. That is why I know someone is not telling the truth. The receipt shows it was used at ********************************************************** it also shows the time as 2:35pm so why all the lies and cover up. They just decided to give it sometime and come up with a bogus response. I just wanted to have it out there because I know I am not the only one whose account with CVS was compromised but at least I have mine on record. I stand on my position that they have an insider giving out customers information and I plan not to use CVS in the future.
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,
Lanre
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I addressed a matter of concern with the pharmacy manager at the CVS store located at ************************************************************************ as to why all of the Walgreen's stores have my medication readily available when my prescription is first brought to their store and was told by the pharmacy manager he is only allowed to order it after providing him with the prescription and when mentioning this to him while speaking with him on the phone as to why the other pharmacy's have it readily available but not his store he hung up the phone on me, please. I have been told when speaking to the other pharmacists at this store who are always very nice to me they have it in stock and hope to have enough when I bring my prescription in to the store as this is my first concern regarding the store's manager, please. My second concern happening yesterday is being told by the pharmacy manager at this location my insurance has been deactivated which after spending time speaking to my insurance company was told it is not true, please. I would like to address another concern as well as I was told by two different pharmacist's at this store to come in whenever I have time not unlike when I went in to the store recently for my booster shot for the pneumonia vaccine and when arriving this morning mind you with no customer in the entire store including the pharmacy for no less than thirty minutes was told by the pharmacy staff only that the pharmacist was too busy who was standing no more than five feet directly in front of me with no patients waiting in line or even in the store asking repeatedly if he could take a few moments just to give me the pneumonia vaccine stating I recently had a medical procedure and are using a cane not allowed to drive, repeatedly politely mind you, with the pharmacy manager and his staff refusing to assist me despite no one in the store or pharmacy at the time nor at least up to thirty minutes afterwards. I would like these matters addressed.
Customer Answer
Date: 10/16/2022
I have not heard from the business in response to my complaint. I find it very concerning CVS has not responded to my complaint and concerns about their pharmacist staff member who has treated me both subjectively and inappropriately on a number of occasions having their pharmacist manager ****************** contact me by telephone who my complaint was not directed against having thought the gentleman whose name I am unaware was them manager after being told so which was corrected when speaking with, *******************
I have always thought highly of ****************** who has told me she is the new pharmacy manager as this gentleman no longer is as ****************** has always went out of her way to be very kind to me, please.
I did receive a telephone call from ****************** apologizing for the way I was treated by her co-worker(s) and hope this type of treatment by their staff does not continue, please. Thank you.
Business Response
Date: 10/17/2022
We appreciate ********************** bringing his concern to our attention.
The first part of ************************** concern is regarding Oxycodone 5mg. Unfortunately, he has tried to get it filled and the store had less than his prescription quantity of 74 tablets a few times. The pharmacy manager told him that if we can get a prescription ahead of time, they can order it and have enough the day his prescription would be allowed to be filled. The days they have not had his oxycodone, he has the doctor send it to ********** His concern that ********* always has it was addressed as being it is based on demand at that location and at no point has the pharmacy manager or staff hung up on him.
The second part is pertaining to his secondary insurance. He was asked to bring in his card information and they would add it to the system. When he presented the information, and when the pharmacy manager went to add it, the system stated it already existed and it was in the "inactive" list. The pharmacy manager mentioned that to him and also told him that they have it back to active status and when they next process a prescription, will have it as secondary.
On the third point of asking to make an appointment for a vaccine,the staff was following store procedure, however, acknowledged they should have just administered the vaccine.
Customer Answer
Date: 10/18/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau: I would like to begin by thanking CVS for its reply and addressing my concerns as I would like to address one matter if I may as I was told by the previous pharmacy manager who my complaint about is solely that if I were to provide him with my doctor's prescription prior with a fill date written on it he would be more than happy to order the medication and then fill it on the date written and then when agreeing with my doctor to do so and mentioning it to this pharmacist he then changed all of a sudden and said he will now not do that and will only order the medication after the prescription was given to him as he was simply being difficult, please.
I would like to say I believe ****************** is both a wonderful person and pharmacist. Thank you.

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:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I picked up all med refills on October 4, 2022. I was given a 90 supply on all meds as usual. I asked when I paid. They confirmed 90 day supply on all meds. When I got home I was shorted 60 days of Linzess. I was charged the full rate. The next day, October 5 I went back to pharmacy. I explained situation to Pharmacist. He told me it was my fault for not checking. I explained the bag was stapled shut. He told me he didn't know me and was not fixing the situation. He said I could get another 90 day supply when insurance allows. I explained I would be out of medication for 60 days. He said that wasn't his problem and there is Nothing I can do. I told him that this was a CVS mistake, not mine. He said I have been at this store for 5 days and I could complain to whoever I wanted. Extremely rude. I do a lot of business with CVS, I have Lupus and Fibermyolga. I just want what's owed to me, nothing more, nothing less.
Business Response
Date: 10/07/2022
We appreciate ****************** bringing her concern to our attention. The pharmacist reviewed the image of the prescription and camera footage. ****************** was only given 30 tablets, but was also only charged for 30 tablets. The pharmacist rebilled the prescription for 90 tablets and filled for the remaining 60 to make a 90 Day Supply. The pharmacist called ****************** and she will come in and pick up the remainder.
Customer Answer
Date: 10/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I feel this is a false statement. The price was the same for 90 days as it was for 30 days. I explained this to the pharmacist, he would not accept what I told him. The price was the same,why wouldn't I want the rest of my medication. They didn't seem to care until I called corporate and contacted BBB. They are not sorry,and they are wrong for trying to take advantage of me.
[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,
******

Business Response
Date: 10/11/2022
We regret that we have been unable to resolve ********************** concern. We feel that all reasonable attempts have been made to provide a satisfactory outcome.
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2022 I went into CVS Bethesda to make some transactions. There while in the store. I was asked to perform a certain action on the platform I was transacting business on, while walking towards the platform in the store I felt my left leg slashed by a sharp object. After the incident and I sustained an injury, the store manager said it was normal to have all the bins open around carelessly because that is how they are receiving in new shipment.But I bled and was not able to return to work for that whole week. I reached out to CVS headquaters, they took my complaint but never called me back. I am asking for compensation for my pain and suffering in the amount of $10,000.
Business Response
Date: 10/11/2022
We appreciate ************** bringing her concern to our attention. This matter is currently assigned to our Sedgwick Examiner *********************, case number 4A22106JL450001. **** will work with ***************
Customer Answer
Date: 10/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

***********************
Customer Answer
Date: 12/05/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This complaint was not solved. Why are they saying it was solved when no one contacted me
Business Response
Date: 12/05/2022
We regret that we have been unable to resolve ****************** concern, however, her case is with ******** so she may direct any further questions or concerns to her assigned examiner.
Customer Answer
Date: 12/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
I do not have the contact number of Sedgwick nor has tis individual reached out to me.
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an ***** CAre Pass on 2/21/22 for $51.48. I paid for the care pass for the entire year. I tried accessing it on 10/4/22 and my extra care pass is gone. I went to CVS and gave them every phone number and email I have ever had. They could not find my account. The next day I called CVS and was transferred to a phone service out of ***************** and told the same information. They can't find my account. I gave them my credit card number that I had used. No one can find anything. I have been on hold for over 2 hours being transferred and hung up on. They still can not find my account. I want the carepass back or a complete refund. I was told I would get $10 a month and I have not received it this month. What happened to my account?
Business Response
Date: 10/14/2022
We appreciate ************ bringing her concern to our attention. We have processed a refund for $21.45. We left a voicemail advising ************ that we had went ahead with refunding $21.45 for unused months and advised options to re-enroll along with our contact information.
Customer Answer
Date: 10/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Thank you for the email and the phone call. I would like the refund. I noticed in my account today. I appreciate the fast response.

Regards,

*******************
Initial Complaint
Date:10/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ********* insurance provider makes us use CVS Pharmacy for ALL prescription benefits. I called CVS in *********,** months prior to filling to make sure CVS at *********, ** could take me on as a monthly customer. This conversation was on a recorded call with a benefits representative from the CVS eligibility ***** The pharmacy assured me and the benefits rep that there would be no issues. I have experienced absolute h*** trying to get my medications filled ON the FILL DATE. Now, it is almost every month that I am forced to go without my medications due to "out of stock" issues because CVS refuses to monitor the inventory. No other pharmacy I have dealt with fills cash customers before their monthly preapproved clients. I have called corporate, filed complaints and written numerous letters begging for decency. I was forced to suddenly stop my medications due to CVS' incompetence many times and forced to drive in a ice storm to get meds that were out of stock on my fill date. This is ridiculous and I feel CVS is trying to force me to leave the pharmacy because of my medications and complaints. CVS has lied to me saying my physician blocked fill dates which is not true. I called CVS back, told the Pharmacy tech it was a lie and CVS filled my meds that day. I have never been accused, found guilty or implicated in ANYTHING so there is absolutely NO legal reason for this discrimination. I can't continue suddenly stopping my meds, wasting numerous days driving to ******** and experiencing the horrible anxiety that accompanies this unprofessional mess that is absolutely preventable. I can't afford to fill out of network. I am prohibited from pharmacy hopping, unable to partially fill or use mail order in my rural location. I have tried everything I am aware of to utilize the benefits I am owed but unable to claim. I only want to fill my medications ON the fill date specified by my physician.
Business Response
Date: 10/04/2022
We apologize for any inconvenience. We have very high standards for service and having adequate stock on hand is essential. As far as the availability of this medication, the amount each pharmacy can order is federally regulated, allowing only a set amount to be available at each location. ************************ feedback has been shared with Field Leadership who oversees the store.
Customer Answer
Date: 10/05/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
EVERY pharmacy I have used in the past such as national chains and small-town businesses also have limited stock per month. But, not once did I encounter the issues I have had at this CVS. CVS refuses to implement a method that prevents overfilling. The other pharmacies follow protocols to prevent monthly preapproved patients from being without medication. So far, CVS has recommended I pharmacy hop, change my appointments to earlier dates so "maybe" my medication will be in stock on the regular fill date and request my physician to support these changes. I have not read or heard any sufficient changes coming from CVS to date. The point is this is absolutely preventable but not as profitable. Every time CVS has claimed to forward feedback to management, and it has only gotten worse for me instead of better. I will be forwarding the numerous documented incidents and my endless attempts to resolve this matter to my husband's employer for review.

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: 10/05/2022
We regret that we have been unable to resolve Ms. ********** concern. We have share her feedback with the appropriate parties.
Customer Answer
Date: 10/05/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered
I was informed today that I will have to seek a out of network pharmacy. I was advised there is NO in stock estimate available regarding the date my medication could be back in stock. This is after I called to check the status at 11:13am and a tech informed me a shipment had arrived and I could pick it up TODAY. Shortly thereafter at 11:32am I received a text stating my medication was out of stock! I then spent over three hours on the phone with senior specialists ********* and ****** attempting to resolve this issue. I now am without my medication and must waste another day going back to my physician in hopes I can find a pharmacy last minute. I am including this information to be put on the record as this happened after contacting the BBB and the state pharmacy board. Both senior specialists admitted they have never been told by a CVS pharmacy there is no estimate available on delivery. ****** also said CVS will pay for my medications at the out of network pharmacy. My physician ******************************* was third party on the line and is a witness to this statement. This process has been a complete nightmare and stressful on my body and wellbeing. My only objective was to fill my medication on the actual fill date and utilize the benefits for which we pay tremendously. I remind CVS I spent EIGHT MONTHS getting preapproved and promised on a recorded line to be able to fill my medications without issue to prevent the very situation I now find myself.

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,
*********

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CVS Pharmacy, Inc. is NOT a BBB Accredited Business.