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:05/16/2025
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.
It has been 3 weeks and I'm supposed to received medication delivery service. Repeated calls, speaking with several supervisors. My medications are nothing for pain these are to sustain my medical conditions. CVS Caremark has failed to get them delivered, however they didn't fail to charge my debit card, and charge my insurance for medication I haven't received. That's fraud!, now I am unable to return to my previous pharmacy to get my needed medication until July 2025. Return the monies to myself and my insurance immediately. They repeatedly reported that they couldn't get ahold of my Doctor for my prescriptions, however he has provided them the prescriptions, and how are you billing insurance, and myself if you never received correspondence from my Doctor.
Business Response
Date: 05/22/2025
May 22, 2025
Better Business Bureau
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the STATE OF MINNESOTA health plan, of
which the beneficiary is a member. This letter is in response to the correspondence we received from
your office on May 16, 2025. Thank you for the opportunity to address the beneficiarys concerns.
Upon investigation of the complaint, CVS Caremark has determined that the Members refills have been
available for pick up as of May ******* at the ********* store where the prescriber sent the
prescriptions. CVS Caremark shows the mail order prescriptions for order number ********** have
been received back to the sender in **************, **, **.
We currently show that the Member has removed their credit card initially used for the order from their
file. To proceed with the refund to the credit card, the Member will need to re-add the card to their
account. However, if the card is not re-added, the Member will receive a refund check instead.
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: 05/26/2025
[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,

***** Key
Initial Complaint
Date:05/16/2025
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.
I had an order for humara called in by my doctor after going through weeks of waiting for CVS specialty do get it approved they sent me half a month's prescription and then the day my next half a month was supposed to be delivered which was on a Friday of course they tell me that they have to get the medicine approved again which is absolutely absurd it was already approved by the insurance that is how they sent me the first half so I speak to them on the chat and they passed me off to three different people before telling me they will have to call me back then I get an email telling me that they're waiting for my doctor so they can get prior authorization which they don't need because they were already authorized so I chatted again same thing over again only this time I get a message saying they have to contact the insurance company now this is obviously a mess up by *** specialty and has nothing to do with my insurance or doctor they sent me half a month's prescription when they should have sent a whole month and now I have to wait days off my medicine again because they can't figure out what to do. It's absolutely ridiculous if they didn't send the whole month and can't get the insurance to pay it's on them I shouldn't have to miss out and have a gap in my medicine in flares again and risk losing my job because of their mistake. But Here we are now I will at least have to go the weekend without anything and then the time it takes them to ship this is not the first issue I've had with them it has been an ongoing battle to get this medicine I've been on and off it for 2 years now fighting with them with one insurance company or another and ****** is a type of medicine that is going to stop working because I keep going on and off of it and it's the only medicine I've had that's worked so far it's asking me for an amount I want to fix this I don't know how much is my job worth at least a few months salary for having to find a new one
Business Response
Date: 05/22/2025
May 22, 2025
Better Business Bureau
5 Mt. *********. Suite 100
*************** 01752-1927
Complaint # ********
Dear Sir/Madam:
CVS Caremark administers the prescription benefits portion of the ORANGE FLU THE **** DEPOT
health plan, of which the beneficiary is a member. This letter is in response to the correspondence we
received from your office on May 16, 2025. Thank you for the opportunity to address the beneficiarys
concerns.
The Members prescriber has now completed a new prior authorization for the Members weekly dosing
for twelve months, effective from May 20, 2025, thru May 20, 2026. On May 20, 2025, the Member was
notified through digital messaging of the rescheduled delivery date of May 21, 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
Customer Answer
Date: 05/22/2025
[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:05/15/2025
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.
Zepbound and wygovy are not interchangeable medications. This change threatens to undermine patient care and can lead to serious consequences. Patients deserve access to prescribed medically appropriate treatments without interference from insurance companies. Shame on you CVS Caremark!
Business Response
Date: 05/16/2025
May 16, 2025

Better Business Bureau
5 Mt. Royal Ave.Suite 100
*********************-1927

Complaint #********

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the STATE OF RHODE ISLAND health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 15, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The medication in question will be removed from the standard formulary drug list effective July 1, 2025. The Members prior authorization will be in effect until June *******, then will transition to the alternative drug until the prior authorization expires October 22, 2025. If the Member would like to continue with current medication, they 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,
*******************
Member Advocate
Initial Complaint
Date:05/14/2025
Type:Customer Service 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 deal between CVS Caremark and ************ announced on 05/01/2025 they will give Wegovy exclusive GLP formulary over Zepbound. This is absolute madness when ******** has consistently outperformed Wegovy in weight loss results across the board, in research studies. This decision will adversely affect thousands of patients who are currently either enrolled in weight loss programs or working closely with their primary care doctors. CVS Caremark has shamelessly prioritized money over patient care. This decision must be reversed immediately. People over profits.
Business Response
Date: 05/15/2025
Good morning,
The information provided does not return any results in our system. Please confirm the complainants information and verify that this is indeed a CVS Caremark complaint.
Best Regards
******** Mczeal | Advocate,Presidential Response Unit
p **********************
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:05/10/2025
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.
To whom this may concern,I am writing to express deep concern over CVS Caremarks recent decision to remove Zepbound, a U.S.-manufactured medication, from its formulary in favor of ******, which is produced overseas in ********This move is not only detrimental to patient choice and competition, but it directly undermines *********************** manufacturing. In an era where we are striving to bring critical manufacturing and jobs back to *****************, allowing large pharmacy benefit managers (PBMs) like CVS Caremark to prioritize foreign-made drugs over American alternatives sends the wrong message.If we are serious about prioritizing American businesses and national health security, YOU must act:Require insurance companies and PBMs to give fair considerationif not preferenceto American-made prescription drugs.Increase transparency in formulary decisions made by *****Enact pricing regulations or oversight to prevent anti-competitive practices that harm both patients and domestic manufacturers.******** is an ***-approved medication that many Americans rely on. Choosing foreign alternatives purely based on secretive rebate deals or profit margins undermines public trust and weakens our domestic supply chain.I urge you to investigate this issue and support legislation that protects American patients and American manufacturing.Sincerely,******* ********* ************************************************ 238.209.8750
Business Response
Date: 05/13/2025
May 13, 2025

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

Complaint # ********

Dear Sir/Madam:

CVS Caremark administers the prescription benefits portion of the ************** & CO. health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on May 10, 2025. Thank you for the opportunity to address the beneficiarys concerns.

The medication in question will be removed from the standard formulary drug list effective July 1, 2025. The Members prior authorization will be in effect until June 30, 2025,then will transition to the alternative drug until the prior authorization expires September 26, 2025. 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,
*******************
Member Advocate
Initial Complaint
Date:05/09/2025
Type:Sales and Advertising 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.
My doctor prescribed a medication and my local CVS filled it for a month on March 31, 2025. On April 16, 2025, I received a letter from CVS Caremark stating that all refills had to go through its Specialty Pharmacy. I immediately called CVS Caremark and was told that my local CVS had to transfer the prescription to the CVS Caremark Specialty. After a visit to my local CVS that was incorrect. CVS Caremark has to initiate the transfer. After another call to CVS Caremark, the transfer was made and the agent promised expedited delivery because CVS Caremark's delay led to me almost running out of the drug. Then I got a call from the CVS Caremark Specialty Pharmacy another 4 days later saying that the refill required justification from my doctor. My doctor wrote an explanation to CVS Caremark for why this drug is required for my health care issue. No response. I now need to rush a new scrip to a different pharmacy and pay full price. Misleading, ill informed, and customer service designed to undermine my health all to save CVS Caremark a few bucks.
Business Response
Date: 05/19/2025
May 19, 2025

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

Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 9, 2025
Thank you for the opportunity to address the Members concern.

Upon research, CVS Caremark has confirmed per the Members plan, medications of this drug class must
be filled with CVS Specialty. Medication is covered by the plan when filled with CVS Specialty. If the
Member wishes to fill the medication at a retail pharmacy instead of CVS Specialty, the member is
responsible for the cost in full. Per the plan, medications of this drug class must be filled with CVS
Specialty. The member was educated on this by customer care on April 28, 2025.
The prescription received from retail on May 2, 2025 required clarification from the doctor. Multiple
attempts were made with no success. This is a new patient of the pharmacy. The first fill was May 9,
2025 and the cost of the medication $1,409.94. The plan paid $1,284.94, leaving patient responsibility of
$250.00. Order was placed on May 5, 2025 with invalid prescription & placed again May 9, 2025 to
arrive May 10, 2025.
If member is experiencing delays in fill via CVS Specialty, an exception request can be sent to the client
by Client Support for possible approval.
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: 05/19/2025
[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:05/08/2025
Type:Order 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.
This involves a prescription for ******* ****************. For several years I was able to obtain my prescription from my local pharmacy without event. My prescription was recently renewed (4-24-25); however, I found that my pharmacist was no longer able to fill/fulfill this due to restrictions from my insurance company *****. My pharmacist did attempt to have my prescription switched to a local CVS, but today, after he made several inquiries, it seems that I can only get my prescription exclusively from a CVS Specialty Pharmacy, then have it mailed directly to me.This approach is highly inconvenient and coming with no warning has left me without needed insulin supplies for the past two weeks.This is unacceptable and feels monopolistic at the very least, and I'm sure it affects more people than just myself. Can this situation be corrected?My Pharmacy Information:BEST RX **********************************************************************************,**************** ************************* *******************************
Business Response
Date: 05/09/2025
May 9, 2025

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

Complaint # ********

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 8, 2025. Thank you
for the opportunity to address the Members concern.

Upon review of this complaint, CVS Caremark has determined that on April 1, 2025, the Member was
added to a ******************* and Condition Management (***) program to assist with the cost of
their diabetic medication and other maintenance medications. The *** Program is managed by *******
***** does not have any involvement in identifying, enrolling, or educating members on the services
that are part of this program.

The *** program is provided by ****** to members that have been diagnosed with certain conditions.
Once enrolled in the program, members receive a welcome packet explaining the program and the
services that are available through it. Once Prisma submits the eligible members to *****, ***** then
places the member on the *** override from the effective date through the end of year. Members are
then required to fill the impacted medications at a Prisma Owned Pharmacy to receive steeply
discounted prescription rates.

The Member can use the plan website pharmacy locator tool to find a local Prisma owned pharmacy to
fill medications at the discounted rate.

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: 05/12/2025

To the Better Business Bureau:

Thank you for your assistance with my complaint. It appears that I have misunderstood how this process/program works.

Please convey my sincerest apologies to CVS/AETNA for the inconvenience I have caused to all with this matter.

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:05/07/2025
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.
My complaint is with **********************. I take a medication they consider a specialty medication (my co-pay WITH insurance is $2500!). *** will not stock the medication at a local pharmacy and instead forces it to be mailed every month. The type of medication I take needs to be taken every day at the same time to be effective and prevent immunity. I was assured by *** I would have my meds on time and on Monday, May 5th. It is now May 7th, and I have had to miss 3 critical doses of my medication and am still trying to receive them. Ive complained to CVS, *************** Blue Shield of TN, and my employer. This is not the first time this has happened. There are also other employees where I work with the same issues but with different medications.
Business Response
Date: 05/08/2025
May 8, 2025
BBB serving *********************, *****, ************, and *******
5 Mt. *********. Suite 100
***********, MA 01752-1927
Complaint # ********
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the ***** COMM MARKET BASE health
plan, of which the beneficiary is a member. This letter is in response to the correspondence we received
from your office on May 7, 2025. Thank you for the opportunity to address the beneficiarys concerns.
This is a Specialty medication that is ordered through Caremark Specialty Pharmacy, then shipped to
retail CVS pharmacy for member to pick up at the retail store. The prescription was ordered on May 2,
2025, and requires time to process and ship the retail pharmacy. The member picked up their
medication on May 7, 2025. To prevent interruption in members therapy, the prescription can be
ordered seven to ten days in advance.
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:05/06/2025
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.
********************** has handled My ******** treatment for over 3 years. This medication is for suicidal and depressed patients. Im 100% disabled Veteran. After 3 hours of trying to communicate with them I gave up. I have canceled any future Spravato/Ketamine treatment. They have chose Greed over life. ****** is the last person I spoke with. They boomeranged me to BCBS and **** did the same.
Customer Answer
Date: 05/17/2025
I have not heard from the business in response to my complaint.
Business Response
Date: 05/28/2025
Thank you for the opportunity to address this members concern. After initially making contact with the member by telephone, we were able to identify their primary concern was with their cost-share for a prescription refill after a 3rd-party copay assistance benefit had ended. After researching that concern, we were able to verify the member met their maximum out-of-pocket for the benefit year so they would no longer need 3rd-party copay assistance as they are no longer subject to associated member cost-share amounts for the remainder of the benefit year.

The pharmacy has been attempting to re-connect with the member by telephone to provide an update and schedule prescription delivery but has been unable to reach them. We would encourage the member to contact the pharmacy to schedule prescription delivery as soon as convenient since their cost concern has been resolved and they would no longer have a cost-share associated with their order.
Customer Answer
Date: 05/29/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Customer Answer
Date: 05/29/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******
Im not satisfied. This is my reason. CVS Caremark demanded over $600 from me to continue my ******** treatment. ******** is a special medication for Suicide/depression. I was harassed in recorded conversations. It basically went like we will send your life saving medication if u pay. This medication is shipped overnight to my Psychiatrist who monitors me for 2 hours. REMS program/I have to sign a contract. Ive been informed by *** that it was a billing error. I currently dont owe any money. This hardship has resulted in me being discharged from the ******** program and has left me in a Psychiatric mess. *** has chosen greed over life. I am a 100% Honorably discharged Army Veteran/Medic/Nurse. Imagine how they treat other Customers? Sad

Business Response
Date: 06/02/2025
CVS Caremark would like to thank you for taking the time to provide feedback regarding your concern. Your medication is available through a restricted distribution program,but CVS Caremark does not manage that program, including eligibility in that program. For assistance with the **** program, including program eligibility, we would encourage you to contact that program directly.

The medication does have a cost-share under your Plans pharmacy benefits and all previous claims submitted by your pharmacy have adjudicated according to that benefit. We can verify your maximum out of pocket for the 2025 benefit year was met May 20, 2025, and you will no longer be subject to associated member cost-share amounts for the remainder of the year if the maximum amount remains met. This includes the prescription most recently filled. The pharmacy has reached out by telephone to assist with your concern and schedule a new order delivery but has not received a return call from you. Calls were made on May 7, 2025, May 8, 2025, May 14, 2025, May 16, 2025,May 20, 2025, and May 27, 2025. Please contact the pharmacy directly for order scheduling. Thank you again.
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 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. This rejection is for the following reasons- ************/Specialty Pharmacy has caused me undo stress and financial hardship. Their rationale is we finally fixed the cost problem. This doesnt account for me being dropped from REMS/Spravato program due to inability to afford $600 per treatment. A break in ******** can be a death sentence. This medication is the only *** approved med for imminent suicide/treatment resistant depression. This medication has been my lifesaver for over 3 years. I demand a written apology and acknowledge that I was put in a financial and psychological hardship. Once *** writes this particular statement I will gladly accept their resolution. Not holding my breathe! 100 % Disabled Veteran/Medic/Nurse. ******* *.
[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:05/05/2025
Type:Customer Service 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 Specialty has been playing around with my medication. I have called them multiple times. I can never get a supervisor over the telephone. I do not advise anyone to deal with at all. They do not call customers back in regard to matter being resolve. I'm currently out of my cancer medication due to their negligence.
Business Response
Date: 05/22/2025
May 22,2025

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

RE: Complaint #: 23288974

Dear Sir/Madam:

This ****** is in response to the correspondence we received from your office on May 5, 2025. Thank you for the opportunity to address the member's concerns.

The requested medication is a formulary drug for the members plan and requires an approved coverage request. On April 21, 2025, the member attempted to fill a prescription for the requested medication that was rejected due to not having an approved coverage request for the requested medication on file. On April 28, 2025, CVS Caremark informed the member via telephone that the requested medication is only covered by the plan with an approved coverage request.

On May 1, 2025, CVS Caremark made an outreach to the members prescribers office to initiate a coverage request for the requested medication. On May 5, 2025, the members prescriber submitted a coverage request for the requested medication that included the required clinical information, and the coverage request was backdated to May 4, 2025,and approved until May 4, 2026. CVS Caremarks records indicate that the requested medication was delivered to the member on May 7, 2025.

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

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