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:07/01/2025

  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.

  I received Insulin Pen medication damaged. The medication package was open. "NOT THE SHIPPING BOX". I called Carelon to request a return and the request was rejected. I figured they rejected return to avoid paying shipping fees on medication that cannot be used. I was charged $60 and expected to pay. My doctor ordered an updated medication, and it was put on hold until the damaged medication balance is paid. I called Carelon looking for an address to return medication myself and have the $60 charge removed. I cannot get a shipping address from them.

• Initial Complaint

  Date:07/01/2025

  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.

  In my attempt to switch pharmacies and have all prescriptions at Carelonrx. I was never notified that they would be immediately filled and sent. When I called to return the *********** and prazosin, I was told that would not be possible. I've had numerous issues not getting prescriptions filled by carelonrx. So thinking having all prescriptions sent over would solve the issue, should i need them filled later, has ended up causing more of a problem. I have an oversupply of *********** and prazosin. And am now on the hook for over $100 for meds i don't need and money i don't have. The constant harassment of anthem spamming me of their "prefered" pharmacy of carelonrx has been nothing but stressful and I feel exploited.I have been made aware of your automated systems but that seems to lack the functionality of informing your patients of a medication fill (whether they want it or not) and a financial obligation, until it is to late. This automated system also seems to lack the ability to understand "as needed" medications (which we have here, oversupply) and has them filled again regardless of the patients needs or ******** I'm trying my best to be proactive in my health care, it seems as carelonrx is just a cash grab. To automate all incoming "new" prescriptions, even transfers, is irresponsible. To tell a patient/customer "there's nothing that can be done" is gross. For what, numbers, production, the bottom line. You let hourly wage workers do your dirty work

• Initial Complaint

  Date:06/30/2025

  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.

  CarelonRx was the mail-order pharmacy provided to me by my insurance provider to deliver a specialty medication. I called Carelon over a month before the appointment to which I needed to bring the medication. I was "helped" by a customer service agent who was not only rude, but also repeatedly failed to correctly spell the mailing address for nearly 40 minutes. I was disconnected whilst the agent was submitting the request to the specialty pharmacy but was assured by another agent when I called back that the request had gone through and that I would be receiving my medication by mail shortly. I followed up ~2 weeks later when I hadn't heard anything back about delivery and had to spend another hour on the phone only to learn the CarelonRx could not in fact fulfill the specialty medication and I needed to call CVS to fulfill the prescription. I would not recommend CarelonRx to ANY patient, especially those who might already have high blood pressure.

• Initial Complaint

  Date:05/21/2025

  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.

  My name is ******* *****. On May 7 2025 my physician electronically transmitted—and confirmed during my appointment—a new, higher dose of my ongoing medication (Rx #*********). Although Carelon had no trouble filling the lower dose previously, the new order has been trapped in “doctor-verification” status ever since. (Which I was unaware of)
  
  Carelon sent me no texts, emails, portal alerts, or phone calls; I discovered the hold only after checking the online portal myself on May 21st and messaging support, where an agent told me the prescription was needed verification. My doctor immediately faxed the requested documentation again on May 21st, and I followed up again via Carelon’s website message center on May 21, yet the portal never showed 'Pending" or such. Because I was dispensed just enough tablets for the old dose, I now face a preventable therapy gap.
  
  This silence and delay jeopardize my health, violate Carelon’s own notification promises, and could have been avoided had the pharmacy acted on May 7 instead of passively waiting until refill time.
  
  As a professional wedding photographer I’m no stranger to tight deadlines, but I shouldn’t have to play detective for my own medication. I ask the BBB’s assistance in resolving Carelon Pharmacy’s communication and service breakdown quickly so my treatment can continue uninterrupted.

• Initial Complaint

  Date:05/12/2025

  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.

  My daughter has a suspected fracture and had two x-rays performed by her orthopedic specialist. The x-rays were inconclusive and an MRI was ordered. ******* denied the claim on behalf of ****. Carelon's rationale was "an x-ray was needed first". If they checked the claims info, they would see TWO x-rays were done. I then called, spent hours on hold, and was told the orthopedist would have to issue an appeal, which takes 60 days. This is a clear attempt to delay care, and deny the claim despite the physician deeming it medically necessary.

• Initial Complaint

  Date:05/02/2025

  Type:Order 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.

  My insurance company ****** switched to ********** this year as their PBM. I had been on a migraine medication for almost 5 years and have had approved prior authorizations every year. Since switching to Carelon Rx in January 2025, I have not been able to fill my medication. Several prior authorizations, appeals, and grievances and I still cannot receive my medication and it is May 2nd. They are not helpful when you call or send messages. I meet all clinical criteria for the medication and yet they are still doing everything possible to keep me from getting this medication that is around $1000 a month without insurance.

• Initial Complaint

  Date:05/02/2025

  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 issue started in 2023 or ************************************************* February/March of 2025.(To my recollection and records) In the first few months of 2024, my pharmacy, CVS Greencastle, recommended I sign up for medications to be mailed to my house through what I assumed was still CVS but was actually CarelonRX. I signed up online to receive only one of my medications, Montelukast. I never received my medication in the mail so I had CVS change my medication back to in store pick-up. This may have required my primary care physician to send in a new prescription. I was under the assumption that CVS changing my refill procedure would exempt me from paying for the medication refill I never received. I received a bill from CarelonRX dated October 23, 2024. I had never heard of CarelonRx so it took awhile for me to realize it was the online mailing pharmacy for CVS. I called ************ on November 19, 2024 and the call lasted 13 minutes and 49 seconds. I spoke to one gentleman, explained the situation and it was my understanding that I would not have to pay for the medication because I had never received it. He also assured me that I would not have any future issues as he had canceled any future refills. I received another statement in early 2024 and called them on April 16th and spoke to 5 people over the course of 1 hr 18 min. I spoke with both CarelonRX and one **************** agent. By the time I got to the last person. The story had been retold several times, all lines were recorded, and at one point, I was told that the actual bill was applied to my account in 2023. The last ******* associate I spoke to told me that my claim had been denied because I had waited too long to notify them I had never received the medication. I was given a grievance phone number for Carelon and told I must pay for the medication despite never receiving it. I would like to not pay for this and advise others of this issue. Please advise.

• Initial Complaint

  Date:04/05/2025

  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.

  Did not place order but credit card was charged $75.00. Received multiple text messages thanking me for my payment. Called customer service and was on hold over 30 minutes, call was disconnected. Called back second time and was told I need to wait for a phone call from member of *** Team to call me back in 2-3 days. I insisted on speaking with someone and was connected to **** with CIS Team. ** tells me "nothing we can do" until you receive the prescription (can't even send a return label). Once I have the medication I have to call customer service and essentially start over. Says that because MD "renewed" my prescription that the script was automatically filled as a convenience. Nothing convenient about wasting over 1 hour of my time and being charged for something I did not order. ***** with this company.

• Initial Complaint

  Date:03/25/2025

  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.

  I used Carelonrx for my son's prescription, and the first time it worked fine, costing $87 for a 90 day supply using a savings card for the specific medicine. When I needed a refill, they said it would be $922 for the same 90 day supply. I tried to cancel the order and was told they would try to process it and let me know. I called again and they said maybe there was a problem with the savings card. I called the savings card company and they said it had not been used this time. So on my third call back, I was told they thought Carelonrx recently changed their policy to not take savings cards. Of course there was no notification for this. I talked to two more people who said they would try to process a return and the last one told me that it was Carelonrx's policy to not take returns for medication. She said it wouldn't be worth it to try to talk to someone higher up because they always deny it. So now I am stuck having been charged $922 and not being able to return it or get refunded. The people I spoke to on the phone were nice enough, but the policies of this company are intentionally greedy. They are not out to help people.

• Initial Complaint

  Date:03/15/2025

  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.

  Business making false unsubstantiated claims to refuse service. Failure to be able to add and read a calendar leading to issue with the denial. Have insurance coverage in good standing with full benefits and prescription in place and yet they're using the false claims of failure to perform basic math and read a calendar to refuse service in direct violation of the contractual obligations they agreed to as a provider of services.Unacceptable.