Complaints

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

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• 

  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

• 

  CVS Caremark

  PO Box 16243 Pittsburgh, PA 15242

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:11/02/2022

  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.

  For over 3 years now they have been charging my credit card without my permission. I call and get the charges reversed each time. There is a note in my profile not to charge my card without my consent and they just did it again yesterday and today 11/1/2022 and 11/2/2022. I call and some times the customer service agent can't even find the pending charges. They also keep calling my doctor to see if they can switch to generic instead of trade name even when the prescription is written for brand name only.

  Business Response

  Date: 11/03/2022

  The charge to Mr. ****** credit card on November 1, 2022 was for a medication from a prescription provided by his doctor on September 28, 2022 ; however, this order was placed in future fill because it was too soon to fill. This order placed a pending charge notice on his credit card. ************** was sent an email on September 28, 2022 advising the prescription will be filled at a later date. On October 24, 2022, a notice was sent to ************** advising this order will now begin processing.  The doctor also specified no generic substitutions for this medication. This order shipped on November 3, 2022.
  
   
  
  The charge to Mr. ****** credit card on November 2, 2022 was for a medication that was shipped on November 3, 2022; an email was sent advising the order shipped and the tracking number was provided. This order was placed by ************** on the website on October 31, 2022.
  
   
  
  On November 1, 2022. ************** called CVS Caremark and spoke with a ************* Representative who conferenced him with a Pharmacy Technician, ******, who advised that it was his plan that requests the prescriber be contacted to see if they can change from a brand name medication to a generic medication for savings opportunity.  ************** also requested his credit card be removed from his account and will call ************* to pay for his medications.  ************** was also advised he can request an invoice.
  
  
  

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  Received a letter on 10/31/2022 stating they are trying to save me money by switching to their pharmacy instead of a competitor. I can fill out the forms , call them to opt out or they will not cover my prescriptions. This is putting my health at **** and a ploy to get me to call so they can convince me to switch to their pharmacy instead of using my cheaper more competitive pharmacy.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  CVS Caremark administers the prescription drug benefits portion of the *** Grande health plan, of which the beneficiary is a member.  This letter is in response to the correspondence we received from your office on November 1,2022. Thank you for the opportunity to address the beneficiarys concerns.
  
  Upon review, we determined effective January 1, 2023 the beneficiarys plan sponsor will adopt a new program.  Should the beneficiary wish to opt-out, he should call the number on the back of his ID card to make the request. Opting out of the program must be done yearly.
  
  We value our members and remain committed to our purpose, helping people on their path to better health.Should you or the beneficiary have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  Sincerely,
  
  ***********************************
  Member Advocate
  

• Initial Complaint

  Date:10/31/2022

  Type:Order 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.

  This about CVS Caremark ,our prescription insurance not providing the services we pay for. A medication called Nucala has been prescribed by my ENT ************************************* I've been suffering for 15 years of rhino-sinusitis with nasal polyps. I had a polyp operation few years ago that didn't work. I'v been in the vicious circle of antibiotics and steroids that don't work and worsen the situation. ******************* prescribed Nucala, and CVS Caremark approved the prescription under our insurance plan. Recently Caremark announced that the prescription had to be reapplied for since their annual cycle of approval expired. I have been taking this medicine for 6 months now with absolute success: My polyps reduced, my breathing is normal, smell and taste returned. Presently Caremark has been placing delays and obstacles to renew the medicine. My doctor has provided all the information they required about the success of this medicine but still Caremark delays the refill. It is unacceptable that after having approved it in the beginning now they deny it with no explanation and it with the threat for me to go back to all kind of respiratory problems not solved by palliatives like antibiotics and steroids when there is this medicine Nucala that in my case works wonderfully. I am seeking form Caremark reversal of this unjustified denial approval of the refill and allow me to continue my treatment.Thank you,*******************

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  CVS Caremark administers the prescription drug 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 October 31, 2022. Thank you for the opportunity to address the beneficiarys concerns.
  
  Upon review, we determined the medication in question requires a prior authorization. The previous prior authorization expired on August 9, 2022 and therefore a new approval was needed. A prior authorization request was denied on August 24, 2022 because the clinical documentation clarifying the members positive response to the medication was required and was not submitted with the request. The beneficiarys doctor can submit most recent chart notes, medical record documentation, and medical necessity letter to ************ to complete the first level clinical appeal.
  
  We value our members and remain committed to our purpose, helping people on their path to better health.Should you or the beneficiary have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  Sincerely,
  
  ***********************************
  Member Advocate
  

• Initial Complaint

  Date:10/29/2022

  Type:Order 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.

  Processing to receive Rxs are complex and ****** complicated for a Doctor prescribed medication. Prior authorizations to be specific are being required for Rxs that a board certified Doctor is Rxing. This has become more frequent in the last year. It is delaying treatment and care for family members. Thats members. More than one in my house. Please impress upon CVS Caremark that their business practices are degrading their policy holder and their policy members. This is tied to my *********** which is FedBCBS and I cannot choose another *********** They need to make this right and stop the games.

  Business Response

  Date: 10/31/2022

  Thank you for your recent inquiry to the ********** and ******************* Benefit Plan Pharmacy Program.  We appreciate your patience while we reviewed your inquiry regarding the Prior Approval Program.
  
  Certain medications are in our Patient Safety and Quality Monitoring Program (****).  **** is a special program to promote patient safety and monitor health care quality.  The **** program features a set of closely aligned programs that are designed to promote the safe and appropriate use of medications.  The Prior Approval Program is included in ****.
  
  Please refer to the terms of your coverage as outlined in the ********** and ******************* Benefit Plan brochure (RI ******) Section 5(f), Prescription drug benefits:
  
                          Prior Approval
  
  As part of our Patient Safety and Quality Monitoring Program, you must make sure that your physician obtains prior approval for certain prescription drugs and supplies in order to use your prescription drug coverage.  Prior approval must be renewed periodically.
  
  The Prior Approval Program is not intended to cause inconvenience, but rather to ensure our members receive the highest in safety and quality monitoring.  We do this through:
  
  Performing safety checks - Before your prescription is filled, we perform quality and safety checks for usage precautions, drug interactions, drug duplications, excessive use, and frequency of refills.
  
  Setting quantity allowances Specific allowances for several medications are based on ****approved recommendations, clinical studies, and manufacturer guidelines.
  
  We have also attached instructions on how to obtain prior approval.

  Customer Answer

  Date: 10/31/2022

  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
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:10/11/2022

  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 take a brand medication to control an illness that I have. I have a security breach. Every three months, I am told that I have to have a Prior Authorization. I keep getting hit with voice phsing which the person that is hacking me keep interfering with. This is my life that she is playing with.

  Business Response

  Date: 10/14/2022

  October 14, 2022

  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705

  
  Complaint # ********

  
  To whom it may concern:

  
  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 October 3, 2022. Thank you for the opportunity to address the member's concerns
  regarding their specialty pharmacy experience.

  
  Upon review, we have verified that a prescription was received from the members prescriber on
  September 19, 2022. The last refill was processed and delivered to the member on September 16, 2022
  via *** (tracking #1Z77V750NW82718443). The specialty pharmacy contacted the member on October
  3, 2022, to setup the delivery of her refill. The order shipped on October 3, 2022 and was delivered by
  *** (tracking #1Z265561NP17162264).

  
  Should you or the member have any additional questions or concerns, please do not hesitate in
  contacting me at **************.

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

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  *** Caremark administers the prescription benefits portion the Plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on October 12, 2022. Thank you for the opportunity to address the members concerns.
  
  Upon review, we have verified that the members medication requires prior authorization in order to be covered by their plan.  A prior authorization request was received and processed on October 10, 2022. The request was denied due to the prescriber not advising that the member has tried the required number of preferred alternatives. A second prior authorization request was received and approved on October 11, 2022. The prescriber indicated that the member had in fact tried the required number of formulary alternatives. The prior authorization was approved from October 11, 2022-October 11, 2023.
  
  In regard to the phone calls the Member is receiving stating that her medication requires prior authorization, these calls are automatically placed each time the *** pharmacy processes a refill, and the medication is rejected for prior authorization being required. The local *** pharmacy attempts to fill this medication every 90 days or when a refill is schedule or phoned in. With the Members most recent prior authorization expiring September 29, 2022, the automatic calls were placed to advise that a prior authorization would be needed. The pharmacy attempted to process the refill for the Members medication every day from October ****, 2022. The Members prior authorization is approved for a one-year duration so these phone calls will stop. If the Member should continue to receive these phone calls, please can contact me at the phone number below. If the Member wishes to opt out of the phone calls, she may inform her local *** pharmacy.
  
  Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  
  Sincerely,
  
  ***********************************
  Member Advocate
  
  

• Initial Complaint

  Date:10/06/2022

  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 have asthma and my doctor has prescribed a medicine for me. According to my insurance company, ********** Blue Shield of **, I have to get it filled at a specialty pharmacy. My doctor, my insurance company and myself have been on countless telephone calls and provided various approvals over the past several months to CVS specialty Pharmacy. They continue to block filling this prescription which is causing me harm because of the severe asthma I have. I need them to review my case, clearly state what is needed and provide a direct contact in order to expedite the resolution.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on October 6, 2022. Thank you for the opportunity to address the members concerns.
  
  Upon review, on October 12, 2022, our Specialty Pharmacy team contacted the member. They explained the steps that needed to be taken in order for her prescription to be filled by CVS Specialty pharmacy. The member was pleased with the assistance.
  
  Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  Sincerely,
  
  ***********************************
  Member Advocate
  
  

• Initial Complaint

  Date:10/06/2022

  Type:Order 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.

  For almost a MONTH I have been trying to get a prior authorization approved for a medicine that I've taken for a few years. Last year I went through the SAME thing with CVS Caremark denying the prior authorization for my Saxenda medicine only to file an appeal to have it approved. Here I am almost a month later and my prior authorization is still not APPROVED. I meet all the requirements. When I first emailed asking why and asked for the appeal I was told because the forms submitted by the doctor did not include the weight (Which I started at 170 currently at 130). However, was this not the case? Because the letter I received in the mail yesterday states something different. My doctor's ****** is telling me CVS Caremark keeps telling them they are needing different things. Why isn't CVS Caremark picking up the phone and just calling the doctor's ****** if it's going back and forth? I realize you get a lot of prior authorization HOWEVER a month is a long time. I have now run out of my medication I can't have filled which means WHEN it's approved I will have to go through the side effects again. Oh by the way the weight loss have decreased my migraines. BUT if the medicine is NOT approved and I gain the weight back chances are it will cause more migraines like before. SO PLEASE escalate since every thing I have tried is NOT working.

  Business Response

  Date: 10/27/2022

  October 27, 2022

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

  
  Complaint # ********

  
  To whom it may concern:

  
  CVS Caremark (CVS) administers the prescription benefits portion of the Plan, of which the consumer
  is a member. This letter is in response to the correspondence we received from your office on October
  6, 2022. Thank you for the opportunity to address the member's concerns.

  
  The prescription the member was attempting to fill requires approval of prior authorization from the
  Plan. The members approved prior authorization expired on September 7, 2022. A prior authorization
  request was received on September 8, 2022 without supporting clinical documentation describing the
  need for continuation of the medication. On September 8, 2022, CVS attempted to call the prescriber to
  request the necessary clinical information. CVS did not receive a call back from the prescriber, so we
  refaxed the prior authorization to the prescriber with instructions requesting the clinical documentation.
  On September 9, 2022, CVS placed another unsuccessful call to the prescriber and again refaxed the
  prior authorization form. Since no clinical information was received from the prescriber, the prior
  authorization was denied on September 9, 2022. A second prior authorization was received on
  September 15, 2022, again without the appropriate supporting clinical documentation. On September
  20, 2022, CVS again placed another unsuccessful call to the prescriber. The second prior authorization
  was denied on September 29, 2022 due to lack of clinical information. On October 11, 2022, our appeals
  team received a request to appeal for coverage of the members medication from her prescriber. This
  request was submitted with the appropriate clinical information. The appeal was processed and
  approved on October 20, 2022. The medication is now approved for coverage from October 20, 2022
  through October 20, 2023.

  
  Should you or have any additional questions or concerns, please do not hesitate in contacting me at 1-
  ************.

  
  Sincerely,

  
  ***********************************
  Member Advocate

• Initial Complaint

  Date:10/05/2022

  Type:Product 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 Monday October 3, 2022 950 Am for approx 24 mins i called CVS Caremark customer service line with questions and to cancel 2 prescriptions that were wrong. I spoke to **** and asked to cancel 2 prescriptions prior to them being filled as 1 dexcom transmitter was supposed to goto the local pharmacy and the other the ** needles was wrong NDC #. I asked him again to confirm these was canceled and he said yes and that it may not show on the web on my side but assured me that it was. Now 2 days later im getting an email that these items still shipped and i called and asked why and he didnt which now i need to send back and wont credit me back the $137.82 for a minimum of 8 days depending on shipping. Rep ************************ that this was their mistake and asked supervisor if there is a way to refund now but was told no. I will need to pay for the correct prescription without getting my refund prior which money is tight already and they refuse to work with me.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  CVS Caremark administers the prescription benefits portion of the ***** Medicine health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on October 5, 2022. Thank you for the opportunity to address the members concerns.
  
  Upon review, the member requested an immediate refund for the order they received. A request for same day refund was sent to our finance team. A refund in the amount $137.32 was issued to the members credit card on file on October 6, 2022.
  
  We sincerely apologize for any inconvenience the member may have experienced.  Feedback has been provided to each member of our customer care team with whom the member interacted with in an effort to improve the level of service our members receive.  Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  Sincerely,
  
  ***********************************
  Member Advocate
  
  

• Initial Complaint

  Date:10/04/2022

  Type:Delivery 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 was prescribed HIV preventive medication to begin taking within 72 hours of exposure. My prescription was sent a local CVS but they could not process the claim. The prescription was required to be delivered and delivery was unavailable until after the time limit for medicine to be effective. The medicine was available at the local pharmacy the whole time. I was unable to begin the full regiment before the time required. I spoke with over 20 people over the two days and nobody could help.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  BBB serving Eastern *************, *****, ************, and *******
  290 *********************************************, Suite 102
  ***********, ** 01752-4705
  
  Complaint # ********
  
  To whom it may concern:
  
  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 October 6, 2022. Thank you for the opportunity to address the members concerns.
  
  Upon review, we have verified that a prescription was received on October 2, 2022 for processing. The order encountered delays at both an internal and external level. The internal delay was due to the medication needing to be shipped on October 3, 2022 for delivery on October 5, 2022 when the member needed the medication on October 4, 2022.  The order was delivered on October 4, 2022. Another prescription was received and was transferred out to local pharmacy then being transferred due to the local pharmacy not being able to fill the medication. Both medications were subsequently delivered on October 4, 2022 under tracking #s CVS6570000010616 and CVS6570000010595. The member was provided the resolution to his concerns on October 6, 2022. 
  
  We sincerely apologize for any frustration or inconvenience the member may have experienced.  Feedback has been provided to each member of our customer care team with whom the member interacted with in an effort to improve the level of service our members receive.  Should you or the member have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  Sincerely,
  
  ***********************************
  Member Advocate