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Business Profile

Health Insurance

CVS Caremark

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Insurance.

Complaints

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

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CVS Caremark has 42 locations, listed below.

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    Customer Complaints Summary

    • 413 total complaints in the last 3 years.
    • 161 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 doctor had order a prescription through caremark I looked it it up and told my doctor the price was to high for me . I notified caremark through chat and told them to cancel it before they filled the order . I again told them later that day and told them to cancel it and they completely ignore me saying it was to late I had notify them before it was filled and ship and still they had excuses . I know they could have stopped it before it was shipped and didn't now they are charging me ****** in which it will be taken automatically through my bank and check . I am on social security and can't afford that much when a generic brand would cost me $.0 dollars.

      Customer Answer

      Date: 07/24/2025

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

      Business Response

      Date: 07/28/2025

      PBM Response File#********

      Customer Answer

      Date: 07/28/2025

      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.]

      They stated they sent a mail tag to return the item but if you see in the conversation it was denied due to insurance regulations as of today I have not opened the package yet . I was told if I send it back it will be destroyed and I still wouldn't get a refund . 

       


      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: 07/29/2025

      PBM Response File#********

    • Initial Complaint

      Date:07/11/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Cannot get my prescription refilled. I was getting my ********** shipped to me then they stopped. I contacted support and did not get any help. Resolve this or i go with someone else!!

      Business Response

      Date: 07/15/2025

      PBM Response File#********

      Customer Answer

      Date: 07/17/2025

      [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:07/06/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 issue concerns a prescription submitted through mail order to CVS Caremark who then routed it to ********* Specialty who routed it to CVS Specialty. The customer service *** at *** specialty was easily the worst customer service *** I have dealt with at any company. she refused to assist me or to let me speak with her supervisor. She insisted *** Specialty not part of ***. Apparently the prescription was lost between ********* and CVS. I am just trying to get assistance to get the prescription to the right place to be filled.

      Business Response

      Date: 07/14/2025

      ****************************************************************************** | T: **************
      July 14, 2025
      Better Business Bureau
      5 Mt. *********. Suite 100
      *************** 01752-1927
      Complaint # ********
      Dear Sir/Madam:
      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 July 6, 2025. Thank you for the opportunity to address the beneficiarys concerns.
      The subject prescription is for a non-specialty medication. A prior authorization has been approved for
      this medication, effective June 19, 2025 through June 19, 2026. The Member should now be able to
      have the prescription filled at any in-network pharmacy as well as through CVS Caremark mail order.
      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:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      So CVS Caremark has decided its not going to cover ******** anymore even if your doctor has prescribed it for you as the BEST option for the health issues it addresses. CVS Caremark has blatantly ignored the wishes of doctors and patients to take the necessary medicine theyve been taking for YEARS, only to provide alternative medicine that is not the same as Zepbound. Wegovy is a ***********. Zepbound is a tirzepatide. The alternatives medicines Caremark wants me to take should include a TIRZEPATIDE. See one of the key differences below that is being completely ignored by Caremark. I dont mind taking an alternative medicine but none of the alternatives are a tirzepatide! Wegovy is a single-agonist drug, stimulating the ********-like peptide-1 (GLP-1) hormone, which helps regulate appetite and slow gastric emptying, leading to feelings of fullness.Zepbound is a dual-agonist drug, activating both GLP-1 and glucose-dependent insulinotropic polypeptide (GIP) hormones, which may contribute to more significant weight loss.Give me a dual agonist alternative! Otherwise this is bullshit!

      Business Response

      Date: 07/03/2025

      July 3, 2025


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


      RE: Complaint # ********


      Dear Sir/Madam:


      This ****** is in response to the correspondence we received from your office on July 1, 2025
      Thank you for the opportunity to address the members concern.


      CVS Caremark works to continually evolve our GLP-1 strategies based on market trends, insights, and
      new clinical information, monitor the GLP-1 pipeline, and evolve our formularies. As a result, CVS
      Caremark has made the decision to remove Zepbound from coverage as of July 1, 2025. Wegovy and
      ******* remain preferred. Our formulary strategy is one that works to create lower costs for clients and
      members now and over the long term. This is a class where such an approach is important.


      Should the Members doctor deem it medically necessary for the Member to remain on Zepbound
      beyond the June 30, 2025 end date, they will need to follow the standard medical necessity prior
      authorization process to request a formulary exception.


      CVS Caremarks Our records do not indicate any attempt by the Members doctor to cover
      Zepbound after the formulary change. It appears the doctor has changed the medication and
      requested approval of a different medication as of July 2, 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

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have requested Caremark for an EOB for my prescription that I can submit to my secondary insurance. Repeatedly they have denied my request and asked me to take screenshots of the websites that lack basic information like the claim number. Agents are apathetic and do not care and keep pasting responses in the hope I will go away and I cannot find anyone who actually cares about helping me out.

      Business Response

      Date: 06/30/2025

      PBM Response File#********. 

      Customer Answer

      Date: 07/01/2025

      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. 

      I have attached the conversation with CVS with the complaint. I fail to understand why *** says I havent contacted them.

      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: 07/03/2025

      PBM Response File#********

      Customer Answer

      Date: 07/07/2025

      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. 

      I have already contacted our benefits office and they say that CVS Caremark is supposed to issue EOBs as it is not their responsibility.

      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,

      *****

       

       

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The hoops CVS Caremark make you jump through are insane. I have called in numerous times as well as my provider. I was sent in budesionide for my crohns disease. I have taken it in the past with my prior insurance no problem. First CVS wants to confirm I dont have an allergy interaction, which I dont. My provider calls in and confirms. Then they want to clarify how I am to take the medication. They call in again and confirms. I thought all was well. They I am told it needs prior authorization, which it does not. So they cancel that out and have my provider send it in a different way. So they do, and now its back to wanting to confirm how I am to take the medication so my provider calls again. They submit a new authorization over the phone. and now here we are back to square one with wanting to confirm the allergy. They should have this on file. Its been the same medication submitted every time. But they say my provider has to call AGAIN for the like 4th or 5th time to give them the same information they have been given several times. When does this end so I can get my medication? Why am I being ran in circles for one medication even if its been submitted several times at their request. Nothing has changed. Its been the same exact medication submitted every time, How do they not keep records of this!

      Customer Answer

      Date: 07/04/2025

      [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:06/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 mail-in pharmacy is not capable of filling scripts and makes it extremely difficult or impossible to get medication. Three times my provider has sent the scripts, and they claim to not receive the script or default me to a different generic when the instructions state not to. I had to stop taking my antidepressants because they have made it so extremely difficult to get a hold of the medication. I absolutely hate that this is my only option and Im becoming exasperated and am considering seeking legal aid. *** makes medication inaccessible.

      Business Response

      Date: 06/27/2025

      June 26,2025


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

      RE:          Complaint #: 23491281

      Dear Sir/Madam:

      This ****** is in response to the correspondence we received from your office on June 19, 2025.  Thank you for the opportunity to address the member's concerns.

      The Member expressed dissatisfaction with not being able to get their mail order prescription after trying a few times to get the order delivered. CVS Caremark researched the members account and found there was an occurrence that affected the members order.

      The Members prescription was enrolled into the auto-renewal program, which means the pharmacy sends a renewal request to the prescriber when the prescription is out of available refills. On June ******, the prescriber denied the renewal request stating the member needed to be seen in their office.

      On June 18, 2025, a new prescription was received from the prescribers office, but the order was not filled with the correct manufacturer as requested by the member and the order was cancelled.

      On June 19, 2025, the prescriber was asked to send in a new prescription and added the specific manufacturer on the prescription and the order was fulfilled and shipped on June 20, 2025, and confirmed delivery by *** on June 21, 2025, at 2:20 P.M.

      The Member mentioned a second medication in their complaint, but that information could not be verified/confirmed without additional information.

      We sincerely apologize for any frustration or inconvenience that the Member experienced. We value our members, and we are confident that future service will consistently reflect our commitment to our purpose, bringing our heart to every moment of your health.

      Respectfully,

      ****** ****
      Advocate

    • Initial Complaint

      Date:06/16/2025

      Type:Delivery Issues
      Status:
      Answered
      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 bill me for medicine I have not ordered or approved. I sent *** a letter but no response . I tried to call but CVS phone system too complicated to reach a human. CVS needs to call me and explain ************ THIS BILL WILL NEVER BE PAID

      Business Response

      Date: 06/16/2025

      At ***, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate *********** *** sharing his concerns and the opportunity to address them here.

      In order to assist, we will need the store location and a copy of the bill in question to proceed. 

      Customer Answer

      Date: 06/17/2025

      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. 

      First of all, CVS uses a generic reply to my complaint. This clearly shows *** lack of respect to its customers and the level of effort to resolve a problem. The other issue, this bill is not at the store but CVS mail order service. If CVS was slightly interested to resolve the issue, they would look up the account with my mailing address they send the bill to. *** is a horrible company and I do NOT expect they do anything to resolve this problem other then come up with excuses of nonsense.

      [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,

      ***********

       

       

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 not appropriately nor fairly paying claims filed by mail. I have attached claims forms total a request for $194.00 to be processed for hormonal treatment for ******** ****** (my spouse) who is beside herself as CVS continues to hide behind paperwork.We have filed claims both by mail and on their specialty compounded portal. Regardless of the method CVS claims we have not shared detailed receipts with the compounded ingredients. We have. They are attached. Please see for yourself.Hormonal treatments are covered by my Employer, *** *****. Our approved Drug list includes these medicines. I have been in touch with Lilly ***** ********* so they are aware of this issue.CVS is not playing fair. This is a sad situation.

      Business Response

      Date: 06/30/2025

      PBM Response File#********

      Customer Answer

      Date: 07/07/2025

      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. 

      [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


      CVS responded that we have been paid but we have not received any payment

      CVS reply stating they showed Payment:

      "An exception has been made by the Members plan which has already given approval for the past paper claims to be covered, as well as future claims until December 31, 2025. The past paper claims for the Members
      compound medication now show paid"

      That is great if we do indeed get paid but so far we have not received anything. 

      It was mentioned that future claims would be paid too.  It would be helpful for CVS to provide a template for filing the claims appropriately as there Specialty Claims forms are very complicated and their staff return them as denied without explanation as to how to appropriately complete the form to get approval.

       



      Regards,

      ***

       

       

      Business Response

      Date: 07/09/2025

      PBM Response File#********

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      3/10/2025 Freestyle Libre 3 - ******* for $224.99 Now you're showing on the Finical summary that you gave me Freestyle Libre 3 PLUS THIS IS a FATAL FLAW and now causing an error and potential issue with prior authorization even if it is NOT. This is STILL a FATAL FLAW and unacceptable as it messes with my FSA, medical insurance, medical billing, financial planning etc as now I sent reimbursement to my FSA for the Libre 3 and now your records say the 3 PLUS. How can a Pharmacy just randomly change what the doctor prescribed and they filled and I picked up. This needs to be fixed. **** and someone needs to contact me ****

      Business Response

      Date: 06/17/2025

      PBM Response File#********

      Customer Answer

      Date: 06/17/2025

      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. 

      Again you all have totally missed the point.  Look at the documents I submitted.  You have changed the ** #******* to the Libre 3 Plus when you filled the Libre 3.  But, go ahead and stick to your story as I have a screen shot of what was filled and what you have changed it too.  I will send this to the ***********************

      Have a great day!!!

      Go ahead and close the case as they refuse to active read and listen and think they know everything.
      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: 06/18/2025

      PBM Response File#********

    CVS Caremark is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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