Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  All started in January 2025. My doctor ordered a refill of a drug which can have serious consequences if the patient just stops taking it. When no refill showed up I called Carelon. I was told because this was a controlled drug, my doctor also had to call **************** in order to get the prescription filled. I informed my doctor. I waited weeks - no prescription showed up. I called Carelon again. This time I was told that the prescription was ready to be shipped in January but it was cancelled by Carelon because I owed them money from 2024. In May of 2024 I was issued an $84 refund that ******* decided should never have been issued to me and they wanted the $84 back. ******* says it was all my fault. I never heard from ******* regarding their error in issuing the refund or told Carelon wanted the money back. I now have been out of my medicine for well over two months. Carelon gave me a tracking number yesterday and said the pills were on the way. I looked up the tracking number and found the shipment would be delayed because Carelon had failed to deliver the pills to the delivery service. Carelon told me the well known delivery service lost the pills. Pills would be sent again but ******* refused to overnight them. I called my doctor and asked he issue a prescription for maybe 12 pills from my local pharmacy. He did but the local pharmacy shows Carelon already filled my prescription and I would have to wait several months before it would be time to get more pills from them. I already have some rather severe side effects from this drug being denied to me with no notification by ******* that there was a problem in sending it. I will try to reason with ******** today. If Carelon is really finally sending me the pills it will be at least 2 weeks if they show up at all. This is the worst pharmacy ever!!

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 the last few months Carelon Rx has sent me multiple medications without my consent. They are a nightmare to work with-terrible customer service. After filing multiple grievances with ******, I did not get a solid resolution. One medication sent was completely incorrect, and the other was a vitamin I can buy over the counter-for which they charged me over $100. Before shipping, they never checked to see if I needed/wanted the medications. I believe this business is operating under unethical business practices.

• Initial Complaint

  Date:03/01/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Notified us that a critical prescription would be sent within 7 to 10 days when checking on it on February 21, 2025. Checked again on March 1, ************************************************************************************************************* progress but could not say when they would have it. My husband is down to 5 days left - no notification that they did not have it in stock and did not seem to care when we called and asked them to help with another option to hold him over until they had it. This is a crucial medication in the ongoing treatment of his disorder. We have had nothing but issues with Carelon RX and are very dissatisfied with their customer service and level of care.

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 did not authorize this transaction. This was a refill for a prescription for which I had paid $30 three months prior and for years before that. There was no information when submitting for this refill that the price had jumped 10x or I would not have ordered it. When I received an alert that my ****  ******* had been charged $321, I immediately investigated, thinking someone had fraudulently used my card. I called the pharmacy immediately after discovering it was for this Rx and told them to cancel. After much waiting, I was told that I would need to wait to receive the Rx, then call again, and I would be sent a label to send it back. Six calls later and hours of "hold" time, I still do not have the labels to return the package. I was called in the evening by one person, Andrea, who said that I could not return the medication. She was going to escalate this to her manager to "try to help me out" and call me back within 24 hours. She never did. During these six calls, I was assured four times that I could return the medication. Carelon has stolen my money. I have the package of eye drops, unopened, ready to return.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 has been the worst experience Ive ever had with a mail order pharmacy. It took many phone calls and hours on the phone just to get my meds enrolled correctly. The last time I called I was assured that all 8 medications are correctly enrolled in auto renewal. Imagine my surprise when I only received one medication out of eight when it was time for them to be refilled by mail. When I called today they said only one of the eight prescriptions was actually enrolled in auto renewal, the other 7 meds didnt have enough refills so they just did nothing with them. They have no record in their system that I ever called and set it up or of any prior phone contacts, the only 2 notes in the system are about the company contacting my doctor. They didnt call the doctors office for refills, didnt contact me to let me know there was a problem, nothing. They are now refusing to send me ************, a chemo drug Im on to suppress my immune system because I have autoimmune disease. I have bad flares of my illness if I go off it so its real important I take it every day. Apparently I have a $37 charge from last October that I know nothing about and they are withholding my ************ because of it. No contact from the company, nothing. And they refuse to provide a name or contact number for someone further up the food chain who can help me.

• Initial Complaint

  Date:01/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a script on a Friday, told the following Wednesday that the order was cancelled with no reason. 1.5hr phone call later, they need a new script from doctor. I have Doctor send it over, they process the order, I call to say I need the Drug ASAP. They said, "because the order was processed already, we cannot overnight it" . . . . seriously that was there response. It's now Friday, my last day I have that medication. The order is paid and the status is "The pharmacy is checking to make sure the medication is in stock" After an hour on the phone, they say they have done nothing wrong. I have delt will many pharmacies including mail order pharmacies. I have never had to deal with a 2 week lead time. 3 days maybe The lack of this medication will cause my transplanted heart to go through rejection.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 regarding a 90-day prescription refill submitted by my doctor to Carelon on Dec. 3, 2024:
  *Dec. 24, 2024: I visited the Carelon online portal to request the refill. However the "refills remaining" for the medication showed as "0."
  *Dec. 26, 2024, I contacted my doctor to advise Carelon showed no refills available.
  *Dec. 30, 2024: My doctor replied to advise refill was sent to Carelon on Dec. 3, 2024.
  *Dec. 31, 2024: I called Carelon at the number on my insurance card. Representative Aisha advised that per her research, the refill had been removed from eligibility on Dec. 18, 2024 by Carelon. The reason was because they claimed I had an outstanding invoice. She advised the prescription could not be refilled until I agreed to pay the invoice. I did not believe I owed a balance but agreed because I now had only 4 pills remaining and felt desperate.
  *After the call ended, I checked the Carelon portal. I DID NOT HAVE AN OUTSTANDING BALANCE. Nor did I have a record of not paying. As of December 2024, I had spent a cumulative $960 for three, 90-day supplies of this medication. Nothing was owed.
  *I question the ethics and legality of a health care company denying medication on grounds I owed them money and couldn't have a refill until I made good. And this was false.
  *Further, no effort was made via email, phone call, or online portal to tell me I owed money and therefore could not get my refill.
  *Further, someone at Carelon unilaterally removed my refill elibiligy on Dec. 18, 2024 according to their own records.
  *I now am out of medication and must wait a week for it to arrive, Jan. 7, 2025. This is a risk to my health and was incredibly reckless on the part of Carelon.

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Poor service and unresponsive customer service department,

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Repeated attempts by my doctors to fill prescriptions with Carelon RX have only resulted in frustration and repeated calls, with the company claiming they never received the requests from two doctors in different offices. Reduced cost of the copayments was my reason for needing to use the company.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Post covid, I had declining health issues at 48 years old, much of which was caused by uncontrollable weight gain. I was diagnosed with morbid obesity, sleep apnea with obstruction, pre diabetes, high blood pressure, and high cholesterol. My primary care doctor first prescribed me metformin, as well as adipex to try to shed some of the extra pounds. After implementing this treatment plan for 3 months, my A1C was still above the range of normalcy, so I was prescribed Ozempic. I started out with.25 and gradualy worke my way up to 2.0 mg pen. I had lost a significant amount of weight at this time, so my doctor decided it was best for me to continue taking the 1 mg maintenence dose moving forward. I had consulted with a reconstructive surgeon at my doctor's referral, because due to the weight loss, my breasts were assemetric, and one of them lost a significant amount of weight while the other one did not. They were 2 different sizes, one being a C cup, and the other a DD. The surgeon I was referred to got an approval from insurance to perform a breast reduction surgery with a lift. I was required to stop taking Ozempic 2 weeks prior to surgery, and stay off of it for 4 weeks post op due to the need for protein to promote healthy healing from surgery. I attended all of my post operative appointments, and was released from the doctor's care and given the green light to start taking Ozempic again to maintain the awesome bill of health I had just after 1 short year of taking the medication. I went to the pharmacy to get my prescription filled, and they told me I needed a prior authorization from my doctor. We did that, then Carelon RX comes back and says that their pharmcist doesn't deem it medically necessary for me to take Ozempic. This was an ongoing long term use medicine and prescription, and it was required by a surgeon for me to temporarily stop taking the medicine, and Carelon RX apporoved the surgey, so why would they then deny me of having the medicine? Absurd