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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

    • 536 total complaints in the last 3 years.
    • 175 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2025

      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.
      CVS Caremark is constantly failing to deliver the medicines I need to live. They constantly have glitches in their systems, and constantly fail to delivery these critical medicines.

      Business Response

      Date: 08/20/2025

      August 20, 2025

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

      Re:Complaint # ********

      Dear Sir/Madam:

      This ****** is in response to the correspondence we received from your office on August 19, 2025. Thank you for the opportunity to address the Members concern.

      Member has been in the Adopt-a-Member program since June 20, 2024. ****** ******* is the Members Adopt-a-Member advocate.  Ms. ******* stated that she places all refills for the Member and reaches out to prescribers when a refill is required.  

      Ms. ******* stated that the Member is current on all medications. The Member has not called Ms. ******* to request any medication or to express any dissatisfaction, in a very long time. 

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************************************.


      Sincerely,
      *******************
      Advocate

      Customer Answer

      Date: 08/20/2025

      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. 

      My medications were not being refilled properly,  and I did contact the member advocate assigned to me,  but I did not receive any response.

      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: 08/27/2025

      August 27, 2025

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

      Re:Complaint # ********

      Dear Sir/Madam:

      This ****** is in response to the correspondence we received from your office on August 25, 2025. Thank you for the opportunity to address the Members concern.

      Member has been in the Adopt-a-Member program since June 20, 2024. ****** ******* is the Members Adopt-a-Member advocate.  Ms. ******* stated that she places all refills for the Member and reaches out to prescribers when a refill is required.  

      Ms. ******* stated that the Member is current on all medications. The Member has not called Ms. ******* to request any medication or to express any dissatisfaction, in a very long time. 

      Ms. ******* stated she spoke to member on August 25, 2025, to inquire his concerns and he stated they had a little over a week left of the last prescription filled and he got concerned.
      Ms. ******* stated she spoke to member, and he is satisfied with where things stand and has no further concerns.


      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************************************.


      Sincerely,
      *******************
      Advocate

    • Initial Complaint

      Date:08/11/2025

      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.
      *** has taken it upon themselves to play God with people's health yet again. While Zepbound is working for millions of people who need it they do away with it and force us to use wegovy and if that dont work file and appeal with zepbound. Wegovy doesnt work like zepbond for my PCOS, obstructed sleep apnea, and my metabolism. Wegovy is making us ALL sick and we cant take it. If they do approve ******** for you after your appeals it is now unaffordable due to it not being formulated for the proper discount. I pay my monthly insurance premium and I should be able to get the medicine I need for the issues I am having.

      Business Response

      Date: 08/13/2025

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

    • Initial Complaint

      Date:08/07/2025

      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.
      ********************** is the pharmacy that works with my insurance company to fill specialty prescriptions to be used at the doctor's office for infusions. I have been working with CVS Specialty for two weeks to try to get the prescription delivered so that I can get my infusion. The infusion was due to be administered on July 31, 2025. There have been problems and 'required clarifications' repeatedly such that the promised delivery was just missed for the third time, with another message that they were unable to ship the medication because a clarification was needed. This is despite the fact that I spoke for an hour yesterday with a resolution specialist, who was on the phone with both the doctor's office and the filling pharmacist. All clarifications had been completed, the pharmacist was satisfied with the prescription, and the order would be shipping overnight for delivery today. It did not ship, and the doctor's office received a voice message stating that further clarification was needed prior to the prescription being shipped. After spending 58 minutes on the phone with CVS Specialty Pharmacy on Friday, July 25, including speaking with the pharmacist, the medication was promised for delivery by noon on July 30 in preparation for the July 31 infusion. I received an email from ********************** on the morning of Monday, July 28, stating that a new prescription was required from the doctor's office, and that CVS was contacting the doctor's office. I received a voice message from *** Specialty on the afternoon of Monday, July 28 asking me to call CVS Specialty back. I contacted them on Tuesday, July 29, and they told me that they needed to speak with the doctor's office to get clarification on the prescription. I don't know why they had contacted me about this, but I agreed to contact the doctor's office to request that they get in touch with CVS. This cycle has repeated several times.

      Business Response

      Date: 08/22/2025

      August 22, 2025

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

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on August 7, 2025. Thank you for the opportunity to address the members concern.

      Upon review of this complaint, there was no pharmacy error in processing the prescription; however, there was a delay due to the need for clarification of the prescription. The original prescription stated infuse 480mg but included conflicting notes indicating a new dose of 510mg based on the members current weight, this was resolved with a new prescription. 

      Upon review, the pharmacist used professional judgment to seek further clarification regarding the frequency, which was outside the typical range. Although this second clarification was ultimately unnecessary, it was made appropriately and with professional discretion. 

      The issue has since been resolved, and the order was delivered on August 8, 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:08/06/2025

      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 been on ******** with a prior authorization no problem with an approval for 2 months now. I suffer from severe sleep apnea and have had trouble losing weight all my life. My doctor prescribed me this and it has been life changing. I have lost 33 pounds in a month and 3 weeks. All of a sudden CAREMARK decides they arent accepting ZEPBOUND anymore and trying to force me onto an inferior product that doesnt treat sleep apnea at all and frankly I do not want to go to when a solution has drastically altered my life in a positive manner not only mentally but physically. I had my current doctor send an appeal for there immediate denial of a medication I was just using and have been using and am waiting on an appeal.

      Business Response

      Date: 08/19/2025

      August 19, 2025

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

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on August 6, 2025. Thank you for the opportunity to address the members concern.

      Effective July 1, 2025, the requested medication was removed from the members formulary and requires an approved coverage request. On August 1, 2025, the members prescriber submitted a coverage request for the requested medication that was denied because the prescriber failed to provide the necessary clinical information. An adverse determination letter was sent to the member and their prescriber.

      On August 4, 2025, the members prescriber submitted a 1st level appeal request for the requested medication that was denied because the prescriber failed to provide the necessary clinical information. An adverse determination letter was sent to the member and their prescriber.

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************************************.


      Sincerely,
      ***** *******
      Member Advocate

      Customer Answer

      Date: 08/20/2025

      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 

      My doctor prescribed this medication for sleep apnea. I have a diagnoses with it and it effect my heavily and I cannot where a cpap machine due to asthma. Zepbound and monjero are the only *** approved medications for sleep apnea and it works amazingly for me. I reuse to accept that as a viable response. 


      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,

      Jacob

       

       

      Business Response

      Date: 08/28/2025

      August 28, 2025

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

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on August 25, 2025. Thank you for the opportunity to address the members concern.

      Effective July 1, 2025, the requested medication was removed from the members formulary and requires an approved coverage request. On August 1, 2025, the members prescriber submitted a coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. The prescriber did not provide the necessary clinical information required for review. An adverse determination letter was sent to the member and their prescriber.

      On August 4, 2025, the members prescriber submitted a 1st level appeal request for the requested medication that was also denied due to not meeting the plans criteria for coverage. The prescriber failed to provide the necessary clinical information required for review. An adverse determination letter was sent to the member and their prescriber.

      Due to no clinical notes, charts, or supporting clinical documentation being provided to support the request for coverage, we were unable to provide coverage for the requested mediation.

      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:08/05/2025

      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 need to have a reversal made on a bill and treated poorly when trying to reach out to them about it.

      Business Response

      Date: 08/12/2025

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

    • Initial Complaint

      Date:08/04/2025

      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 am so tired of CVS just deciding in the middle of a benefit year that they no longer want to cover a medication. A medication that someone has been on that has helped them, you decide they dont need it anymore. Something needs to be done. I am so sick of this.

      Business Response

      Date: 08/15/2025

      August 15, 2025

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

      Re:Complaint # ********

      Dear Sir/Madam:

      This ****** is in response to the correspondence we received from your office on August 4, 2025. Thank you for the opportunity to address the Members concern.

      Effective July 1, 2025, the requested medication is not covered unless the plan elected drug specific criteria are completed and the requirements for coverage are met. The prescriber's office initiated a coverage request on July 18, 2025, indicating the patient may be switched to a covered medication, which was approved for Seven months, and approval ******s were sent to the member and their prescriber.   The prescriber submitted a second coverage request for the non-covered medication and provided all the necessary information to approve the non-covered medication for Eight months.  An approval ****** was sent to the member and prescriber.

      Our records show that there is a paid claim on August 11, 2025 at ********* with a $0.00 copay. 

      We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************************************.


      Sincerely,
      *******************
      Advocate

    • Initial Complaint

      Date:08/04/2025

      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.
      This insurance company and pharmacy had been put are, unprofessional, ghetto, as h*** and I won't take anymore. I do not want to ever deal with ***, health first ****** in life. I have gone without needed medications, denied care oh and most importantly investigated as if I still drugs but didn't tell me was spoken of to a healthcare provider of mines. I have every feeling to sue them and I need this to be legally investigated as no one dealing with health issues like mines should have to go through constant headaches.

      Business Response

      Date: 08/14/2025

      Dear BBB,

      Thank you for giving us the opportunity to address the complaint regarding a beneficiary's prescription drug coverage with a ******************** Part D Prescription Drug Plan (PDP). This letter is in response to your correspondence dated 08/04/2025.

      We are currently working with the member to resolve any potential issues they are currently experiencing or may have previously experienced. We will continue to reach out to the member to address this inquiry.

    • Initial Complaint

      Date:08/04/2025

      Type:Order 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 am an a member ***** federal employee insurance and have had a prior approval for ******** since January 1, 2025. The plans prescription drug benefits are serviced by CVS Caremark, On or around July 31, 2025, I was notified that my prior authorization renewal was denied. No reason was given. When I called MHBP, I was informed that Zepbound was removed from my formulary. I was never provided any kind of notice, and MHBP confirmed that a letter was never sent to me by CVS Caremark. This is a violation of the law, as insurers are required to give 60 days notice prior to formulary changes.

      Business Response

      Date: 08/15/2025

      August 15, 2025

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

      Complaint # ********

      To whom it may concern:

      This letter is in response to the correspondence we received from your office on August 4, 2025. Thank you for the opportunity to address the members concern.

      Effective July 1, 2025, the requested medication was removed from the plans formulary and requires an approved coverage request. On July 30, 2025, the members prescriber submitted a coverage request for the requested medication that was denied because the prescriber failed to provide the necessary clinical information. An adverse determination letter was sent to the member and their prescriber.

      Regarding the notification, we have confirmed the notification was not sent to the member. We recognize the frustration this has caused, and an override for the requested medication until November 1, 2025, to allow coverage for the requested medication. Up to 30 days prior to the expiration date of the override, the members prescriber can submit a coverage request on the members behalf. We apologize for the inconvenience and the delay this has caused. 

      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:08/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      *** has been giving my telephone number to their clients to join their text messaging system . I have talked to their client people and was informed to change my number . I do my business through this number and it is hardship for me and my clients to change my number . I have had this number for over 25 years . This has been happening for over a year and just now found out where it is coming from . I get 6 to8 text a day and some phone calls. I wound like it to stop. Any guidance would be appreciated

    • Initial Complaint

      Date:07/29/2025

      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.
      Mid year formulary change is no longer covering life changing prescription I have now been on for 4 months. Covered alternative is not same quality or ingredients and does not have the same level of *** approval to treat my condition. Caremark dropping Zepbound from formulary is a money grab that is going to leave their customers without necessary *****************************.

      Business Response

      Date: 07/30/2025

      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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