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

  4725 Centre Ave Pittsburgh, PA 15213

• 

  CVS Caremark

  620 Epsilon Dr Bldg S Pittsburgh, PA 15238

• 

  CVS Caremark

  200 E Plank Rd Altoona, PA 16602

• 

  CVS Caremark

  NITTANY MALL, 2900 EAST COLLEGE AVENUE STATE COLLEGE, PA 16801

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:11/03/2022

  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.

  I have had multiple spinal surgeries, with most of them being titanium fusions. I also suffer with Osteoporosis throughout my body. Until my pain specialist prescribed Nucynta ER, my pain levels were always around the level 10 ***** Nevertheless, I was still having to take Oxycodone 20mg every two hours to manage the pain. At my most recent visit, ***********************, (************************************** **************), upped the Nucynta ER from 100mg to 200mg to prevent me from needing so much Oxycodone; nevertheless, CareMark has so far refused to approve the medication. They intentionally make it hard for the prescribing doctors, requiring them to wait on hold to the point that they have to hangup. CareMark should be put out of business for their practices. Im sitting here in pain beyond my ability to withstand, while someone at CareMark sits behind a desk and play games with a certified, highly qualified doctor, who is specifically trained to understand how to treat patients who deals with chronic pain. My back, legs and arms feels like they are on fire. At this point I have reached my limit, wishing God would take me out of this painful body. If by chance anyone at CareMark takes five minutes to read this complaint, You Should Be Ashamed Of Yourselves for the way you treat your customers. If either of you have a heart, put yourself in the place of suffering patients and think about how you would want to be treated. When I called CareMark, they claimed they had sent a message to the doctor and waiting for his response. This is not true. My doctor is very responsive and checked again while I was on the phone, finding nothing from CareMark. This is CareMarks MO when they dont want to approve a medication. I went through the same thing when I resided in *******. A different doctor, different medication with the exact same response from CareMark. I am begging you, please help me not give up on life and approve my medication.

• 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,

  ******