Business Profile

Health Insurance

CVS Caremark

Headquarters

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Complaints

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

Customer Complaints Summary

535 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.

Initial Complaint
Date:06/11/2025
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.
On April 17, 2025 I refilled a prescription with *** specialty. The total cost of the medicine was $16,611..53 - My insurance is through CVS Caremark so I have am forced to have the meds filled through ***. My insurance covered all but *******. I have a 3rd insurance Prudent RX that covers high co pay meds, but before they pay the annual deductible of ***** has to be met. I also have a co-pay assistance card through the drug manufacturer, but by the date of service all funds had been exhausted. Before my meds would be sent I had to pay ******* to meet my deductible. I paid the ******* on the *** Specialty pharmacy website with my personal credit card on 4/20 to have the meds sent. The amount was inaccurately applied as paid by co-pay assistance card and not applied to my deductible. I have contacted *** Specialty, CVS Caremark and United Health to have the error corrected so the amount can be posted to my deductible. I have sent a complete copy of my credit card statement showing the payment made and a proof from the *** Specialty website that shows the amount was paid by the patient (myself) but almost 60 days later they have not posted the amount to my deductible. Today 6/10 i was charged an additional ****** for my June prescription. Additionally i have multiple claims that have been sent after 4/20 that have been billed at the incorrect amount that are past due for payment but are billed at the incorrect amount due to this issue. United health cannot reprocess these claims until the billing issue is fixed at *** Specialty. To date i have paid ******* to *** specialty on a credit card at 26% interest, yet have not been credited the amount even after a total of 14 phone calls and 51 days this has not been resolved. They are holding my funds with no sense of urgency to correct the error and correct the issue with ******************* I have tried to file a complaint with the insurance commissioner but due to the type of insurance i cannot.
Business Response
Date: 07/10/2025

PBM Extension Request for File Number 23453197
Good morning,

CVS Caremark (Caremark) is actively working on the above referenced complaint. We respectfully request an extension through 7/18/2025 in order to respond. Please let me know if this request can be granted.
Thank You,
********* ****** | Advocate, Presidential Response Unit
**************************************
CVS Caremark | *********************************************************************************************

CONFIDENTIALITY NOTICE: This communication and any attachments may contain confidential and/or privileged information for the use of the designated recipients named above. If you are not the intended recipient, you are hereby notified that you have received this communication in error and that any review, disclosure, dissemination, distribution or copying of it or its contents is prohibited. If you have received this communication in error, please notify the sender immediately by email or telephone and destroy all copies of this communication and any attachments.
Initial Complaint
Date:06/10/2025
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.
CVS Caremark charged me $100 on June 10th and I did NOT authorize this charged. Im on a payment plan to pay CVS Caremark $25 a month so I dont know why they charged my debit card $100 without approval. I need my $100 refunded ASAP.
Business Response
Date: 06/16/2025
June 12,2025

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

RE: Complaint #: 23448182

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on June 10, 2025. Thank you for the opportunity to address the Member's concerns.

The Member expressed concerns about an unauthorized charge placed on a payment method saved on their mail order prescription account. *********************** finance/billing system is automatically notified of a balance due. When there is a payment method on file marked as the default payment method, the balance is applied, which is what happened in this case.

On June 10, 2025, the Member called into customer service regarding the charges. The customer service agent identified the concern and explained the cause to the Member. With the Members permission, the agent removed the default payment option from the credit card and initiated a payment dispute to refund the charge.

On June 10, 2025, the refund request was approved, and CVS Caremarks records show that the refund was credited back to the payment method it was charged from and the balance due is showing on the Members mail order account. The Member expressed satisfaction during the call and confirmed all concerns have been resolved.

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:06/09/2025
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.
CVS Speciality Pharmacy filled a refill of our Gonal-F on Friday 6/6/2025 as we were about to run out due to increasing the nightly dose. This is a medicine that needs to be taken for fertility treatment at specific times each day. The package was supposed to arrive the next day but was delayed with *** and would not arrive until Monday. This means we would miss 2 doses of the required medicine. ********************** was unable to get us more medicine in time so we requested the prescription to be transferred to ********************** because they would be able to fill it that day. But because we did not go with CVS Specialty pharmacy (our insurances preferred pharmacy) they would not cover it via our insurance. Instead of paying $85 for 3 pens of Gonal-F we had to spend $500 for 1 pen to get us through the weekend. Come Monday I meet the *** driver outside and he tells me that the package has an intercept on it and cannot be delivered. Because we told *** they could not fill it in time and needed to transfer the script to OU they put an intercept on our package and it could not be delivered. Now we my need to spend another $500 for a pen to hopefully get us to whenever the next package may or may not arrive. The lady at CVS pharmacy we talked to failed to tell us that if we transferred the scrip that they would intercept our package otherwise we would have asked for another solution.
Customer Answer
Date: 06/19/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 06/26/2025
Please see attached response.
Customer Answer
Date: 06/26/2025
[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:06/08/2025
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.
*** refusing to provide me with my current prescription because they say I owe them $249 from March of 2023. My current prescription is due to be refilled every eight weeks. The last three to four times? I have had my prescription filled by Cvs the $249.00 always comes up. but each time they remove it say I don't owe, then when i place my order eight weeks later they say I owe. (you can pull this info from there notes/phone conversations.Each time Cvs filled my current prescription they are paid in full by my insurance provider I have no co-pay so there's no cost to me. How can Cvs continue hold my current prescription from something 2 years ago, its not the same prescription its a new one and Cvs is being paid/or will be paid as with the last three prescriptions. Then what happens I always receive my prescription late. As I explained to them I was told I didn't owe, then I am told I owe and they won't send my prescription. today 06/06/2025 my prescription is late again and this only happens every eight weeks when I am due for a refill. Meaning there is no conversation about the $249 until its time to refill my current prescription. So what they are doing, holding my current prescription hostage every eight weeks from something from 2023 which has no bearing on my current prescription. *** needs to take the $249 off my account because I don't owe it.
Business Response
Date: 06/11/2025
PBM Response File#********
Initial Complaint
Date:06/06/2025
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 bought 2 canisters of Enfamil online and when my package arrived it was 4 bottles of COQ10. I called in to explain the issue was hung up on at 3:30pm ET today. I called back and received ***** at 3:39 who told me to provide an exchange I had to go to the store, call them back so that an exchange could be made. I said to her in the beginning that the product is out of stock at my local cvs. She also tried seeing if it was necessary for me to return the stupid supplements. Youre trying to tell me that you screwed up and are not sending me my babies formula? I was livid. Im not calling a number back that transfers me to oblivion and the correct department likes hanging up on people. I went to the ********** where they were very polite and processed my refund. Your online customer service is a pack of pigs! I ended up having to buy formula at target. I dont want to buy online with you anymore. Please remove my information from email. I deserve an apology for your bull crap!
Customer Answer
Date: 06/17/2025
I have not heard from the business in response to my complaint.
Initial Complaint
Date:06/02/2025
Type:Product 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.
Dear *** Specialty Pharmacy,I am writing to formally express my frustration and concern regarding the ongoing delays and lack of communication related to my prescription for ***************** providers office has confirmed that they submitted the prescription and that the prior authorization has been approved. However, despite this, I have been unable to move forward with the order due to repeated requests from your team for additional formswithout clear explanation or coordination.Each time I speak to someone at CVS Specialty, I receive inconsistent information, and no one seems to have a clear understanding of what is required to complete the process. This confusion and disorganization are unacceptable, especially considering the importance and time-sensitive nature of this ************* this point, I am asking that someone from your team contact me directly and immediately with clear instructions on what is needed, and to provide a specific timeline for when I can expect my medication to be shipped.Please consider this matter urgent. I have been more than patient, and I need resolution as soon as possible.
Business Response
Date: 06/03/2025
PBM Response File#********
Customer Answer
Date: 06/03/2025

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:05/23/2025
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.
The company has decided to change their formulary in the middle of the year when patients cannot change their plans. This change will no longer cover a medication they previously approved until March of 2026. It will take the cost from $30 a month to $1330 a month.
Business Response
Date: 05/29/2025

May 29, 2025

Better Business Bureau
****************************************************************************************************************************************

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

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 24, 2025. Thank you for the opportunity to address the Members concern.

Upon review, the medication is covered under the plan with a prior authorization which will be removed from the formulary on July 1, 2025. The prior authorization on file will automatically default and cover the preferred drug. CVS Caremark uses Formulary to evaluate products, looking at their clinical efficacy and safety profile, and determine drug coverage based on clinical practice guidelines. Zep*** and Weg** are both preferred options within clinical practice for the treatment of obesity. Therefore, preferring Weg** is clinically appropriate. If the Member would like to continue with current medication, she will need to request a formulary exception and obtain approval for the medication to be covered beyond June 30, 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,
********* ******
Advocate
Initial Complaint
Date:05/23/2025
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.
They continuously refuse to cover medications prescribed by my ***
Customer Answer
Date: 06/03/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 06/10/2025
June 10, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on May 23, 2025. Thank you for the opportunity to address the members concern.

The requested medication is not covered unless the plan elected drug specific criteria is completed and the requirements for coverage are met. On May 23, 2025, the members prescriber submitted an exception request for the requested medication that was denied because the prescriber failed to provide the required clinical information for approval. An adverse determination notice was sent to the member and their prescriber. On May 29, 2025, the members prescriber submitted a new exception request for the requested medication that included the required clinical information for approval and the request was approved until May 29, 2026. An approval notice was sent to the member and their prescriber.

Additionally, CVS Caremarks records show a paid claim for the requested medication on May 29, 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,
********* *******
Advocate
Initial Complaint
Date:05/21/2025
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 am a member of the CVS Caremark prescription plan through my employer for pharmacy benefits. I have been on a medication for 4 months. CVS Caremark denied coverage for a refill on 4/3/2025. Upon calling them to find out why, they stated that the medication is excluded from coverage effective 3/15/2025. I never received notification of this. Upon several requests on my end, CVS Caremark finally provided a transitional refill. I then received a letter from CVS Caremark dated 5/1/2025 stating that the medication is covered until 7/1/2025. However, CVS Caremark is refusing to provide coverage on 5/21/2025. I am simply asking for a transitional refill in order to get onto my doctors schedule and figure out an alternative. CVS Caremark has provided various and incorrect information. I was told (will include letter in my complaint) that it was covered until 7/1. I have submitted both prior authorizations and a benefit review/appeal, both of which were denied (for coverage that I was told is effective until 7/1/2025).
Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
RE: Complaint #: 23359204
Dear Sir/Madam:
This ****** is in response to the correspondence we received from your office on May 21, 2025. Thank
you for the opportunity to address the Member's concerns.
In early May, there was an issue with the formulary notification ******s that were sent to members for
the Formulary updates that indicated certain medications would continue to be covered until July 1,
2025.
Effective March 15, 2025, the Members plan elected a formulary that excluded certain medications
from the Member's plan. The Members prescribers coverage requests were denied as benefit
exclusions, per the Member's policy. In all instances, notification of the adverse coverage requests
were sent to the provider and the Member, indicating that the Member's prescription benefit plan does
not cover the medication and referring to the Member's plan documents for further coverage
information.
We value our members and remain committed to our purpose, helping people on their path to better
health. Should you have any additional questions or concerns, please do not hesitate in contacting me
at **************.

Respectfully,
****** ****
Advocate
Customer Answer
Date: 05/28/2025
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 # ********.
I have already been told all of this by CVS Caremark customer service. You are not telling me anything I do not know. Your response does not address the fact that I received the provided letter with my personal information regarding my specific plan and formulary, explaining that the specific medication I am on (Zepbound) is covered until 7/1/2025. The letter does not state that only some plans are covering the medication until 7/1/2025. It says that my specific medication for me specifically on my specific plan is covered until July 1, 2025. It is not a generalized letter. It is regarding me specifically and my specific medication and provides a date of July 1, 2025.
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: 06/05/2025
June 5,2025

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

RE: Complaint #: ******** - REBUTTAL

Dear Sir/Madam:

This ****** is in response to the Members rejection of CVS Caremarks original response dated May 28, 2025.

CVS Caremark takes full responsibility for the errored notification sent to our members on May 1, 2025 stating their medication would continue to be covered until July 1, 2025. With the medication no longer being covered after March 15, 2025, the Member was allowed a onetime override for a transition fill on April 4, 2025. We understand the amount of frustration something like this can cause; however, the Members plan does not allow for any additional overrides in this matter.

We sincerely apologize for any 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
Customer Answer
Date: 06/09/2025
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.
Your transitional refill on April 4th was given prior to your letter dated on May 1st stating that my prescription was covered until 7/1. I'm sure you can see how that would cause confusion. I was told it's no longer covered, was given a transitional refill on 4/4, and then received an "erroneous" letter dated 5/1 that says it's covered until 7/1. Bottom line, you should be covering medications and following the letter that you sent.

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:05/20/2025
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.
CVS Caremark is denying coverage on a prescription that *** been taking for about 9 years that theyve covered in the past. One of the physicians Ive seen during these 9 years for my severe asthma had me try ********* and a couple other inhalers and were not happy with the results, so they prescribed QVAR to help me manage my asthma and Ive done well on the inhaler ever since 2016. Now CVS is pretending that this is a new prescription and are trying to deny coverage . *** had continuous coverage with them since 2015. The out of pocket costs are close to $250 for a 30 day prescription. They want me to take alternatives which they should have record of me trying in the past and discontinuing because they are ineffective. Not being able to cover this prescription creates a financial hardship for me and my family and is jeopardizing my health and making it difficult to control my asthma. They are lying about how its not necessary for me to be on this prescription or that its a new one when Ive been taking it for almost a decade. This is unethical behavior and they do not have reasonable cause to suddenly stop covering this prescription. The pulmonologist I see has told me that QVAR has longer lasting effects for asthma control then the alternatives they want me to take and he and other physicians are absolutely stunned that a drug that has been on the market for so long is this expensive and that insurers are putting up such a fight to not cover it. *** and CVS should be ashamed of themselves for the way theyre treating loyal customers after this many years of coverage.
Business Response
Date: 06/10/2025
June 10, 2025

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

Complaint # ********

To whom it may concern:

This letter is in response to the correspondence we received from your office on May 20, 2025. Thank you for the opportunity to address the members concern.

The requested medication is a non-formulary drug for the members plan and is only covered if the plan elected formulary exception criteria is completed and the requirements for coverage are met. The member had an approved coverage request for the requested medication on file until April 12, 2025.

On April 28, 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 attested that the member had not tried and failed the formulary alternatives. An adverse determination letter was sent to the member and their prescriber.

On May 14, 2025, the members prescriber submitted a coverage request for the requested medication that was denied for insufficient information. The prescriber did not provide the required clinical documentation for approval. An adverse determination letter was sent to the member and their prescriber.

On May 21, 2025, CVS Caremark faxed the criteria form for the requested medication to the prescribers office for completion. On May 22, 2025, the members prescriber submitted a coverage request for the requested medication that included the required clinical information for approval and the request was approved until May 22, 2026. An approval notification 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,
********* *******
Advocate

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