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

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  620 Epsilon Dr Bldg S Pittsburgh, PA 15238

• 

  CVS Caremark

  PO Box 2110 Pittsburgh, PA 15230

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:05/05/2025

  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 have Systemic Lupus, Ankylosising Spondylitis, ********************, Ehlors-Danlos, POTS and a few other health issues. My doctor prescribed ******** for my treatment and CVS Caremark is REFUSING to approve coverage of medication because I'm not taking what they consider a stable SLE treatment"... The medications they are wanting me to take I've had severe reactions to. I'm having so many problems and getting worse due to their lack of coverage. The medication is listed as a covered medication on their company formulary, but they silently removed it from our formulary and don't have any medications or SLE treatments listed on our formulary. They also have stated my medication is not *** approved for treatment of SLE... But it is 1 of 2 of the ONLY *** APPROVED TREATMENTS. They also denied coverage of the second one, Saphnelo and recommended the medications i have told them numerous of times I have had reactions to and can't take.

  Business Response

  Date: 06/03/2025

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

• Initial Complaint

  Date:05/04/2025

  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.

  I was approved for ******** and it turns out within days caremark would announce their plan to not cover this medication at all anymore. this has resulted in me wasting $50 buying a prescription that I will not be able to use in 2 months. I feel it's right to let me return this unused product given that they gave it to me while aware that they would be removing access to it within months.

  Business Response

  Date: 05/19/2025

  May 19, 2025

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

  
  RE: Complaint # ********

  
  Dear Sir/Madam:

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

  CVS Caremark works to continually evolve our GLP-1 strategies based on market trends, insights, and
  new clinical information, monitor the GLP-1 pipeline, and evolve our formularies. As a result, CVS
  Caremark has made the decision to remove Zepbound from coverage as of July 1, 2025. Wegovy and
  ******* remain preferred. Our formulary strategy is one that works to create lower costs for clients and
  members now and over the long term. This is a class where such an approach is important.

  Should the Members doctor deem it medically necessary for the Member to remain on ********
  beyond the June 30, 2025 end date, they will need to follow the standard medical necessity prior
  authorization process to request a formulary exception.

  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:05/01/2025

  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.

  Caremark is acting like a corporate pill mill, prioritizing profit over patient care. They automatically refilled my 3-month prescription two months earlywithout my consenteven though I had just received a full 3-month supply. When I got the notification that my RX was being refilled too early, I called them and they didn't see that in their system at all. So I ignored it. The next day I got a notification that it did indeed ship. To make matters worse, they shipped the medication to an old address that I had already removed from my profile weeks before. At this point, multiple calls in, and it's been constant refusal for them to take responsibility and fix this. I never received the medication, yet they are still demanding that I pay for it.Ive spoken to multiple representatives, and every time I request a refund, Im met with denial and deflection. It feels like they are intentionally flooding patients with medication to boost profits, disregarding both safety and logic. How is it ethical to send prescription drugs without the patient confirming them? This isnt healthcare, its a cash-grab disguised as care, and patients are paying the price.

  Business Response

  Date: 05/08/2025

  May 8,2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********,** 01752-1927
  
  
  RE:          Complaint #: 23272785 
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on May 1, 2025.  Thank you for the opportunity to address the Member's concerns.
  
  The Member expressed concern with receiving a medication, stating she called and was told nothing was on order, but then the order shipped to the wrong address. There is no record of the Member calling to update her address through ************* prior to April 21, 2025. 
  
  Mail Oder received an electronic prescription on February 12, 2025.  CVS Caremark sent the Member a notification the same day advising it was too early to refill and the order would begin processing April 20, 2025. This notification informed the Member that the order could be cancelled via ***********, but no action was taken by the Member.
  
  CVS Caremark filled and shipped the medication on April 20, 2025. The Member called CVS Caremark on April 21, 2025, in response to a shipment notification.  However, the order had already been shipped on April 20, 2025, to the address on file. **************** offered to reach out to the shipper to redirect the order, but the Member refused.
  
  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: 05/08/2025

  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. 

  ******** Respectfully, your response is full of inaccuracies as does not address: - Why Caremark mailed medication to me without my consent;
  Why Caremark mailed a 3 month prescription to me when I had already received a 3 month supply one month earlier;
  Why Caremark mailed medication to me in which my insurance company stated I am only authorized to receive 3 months at a time, when I had just received a 3 month supply;
  Why Caremark disregarded my updated address and mailed medication to my old address. 

  There is no record of the Member calling to update her address through ************* prior to April 21, 2025.  - I did not call in to update my address. I updated my address on my online profile many weeks prior to this happening. I added my new address and completely deleted my old address, in the month of March 2025.
  
  CVS Caremark sent the Member a notification the same day advising it was too early to refill and the order would begin processing April 20, 2025. This notification informed the Member that the order could be cancelled via ***********, but no action was taken by the Member. - There was no way on the website for me to cancel the shipment as of April 20th when I received the notification that it was going to ship to the wrong address. The website claimed the ** was already shipping and I had to call in to cancel the prescription. I called in that very same day on April 20th and was told by the pharmacist that there is no active shipment showing on file and that I did not qualify for another reshipment of the medication. She indicated she saw nothing that explains the shipment email and that nothing is scheduled to be shipped to me so I disregarded the email. 
  
  Customer Service offered to reach out to the shipper to redirect the order, but the Member refused. - I already received a 3 month medication a month prior so I did not need another 3 month shipment. I didnt authorize a shipment of medication so you redirecting the medication was only your desired solution so that you could continue to bill my insurance without my consent.
  
  Unfortunately because of this I have had to file fraud charges with my insurance because you filed a claim without my consent.  I am expecting a response that addresses the ***** of the case, and a refund.  
  
  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: 05/12/2025

  May 12,2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********,** 01752-1927
  
  
  RE:Complaint #: Rebuttal ********
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on May 1, 2025. Thank
  you for the opportunity to address the Member's additional concerns.
  
  The Member expressed concern with receiving a medication without consent. This order was initiated
  by the Physician and an email notification was sent to the Member advising her on how to cancel or make changes if needed.
  
  The Member states that CVS Caremark mailed a three-month supply when she received the same
  medication one month earlier. The prior fill processed through the Member's insurance was on February
  11,2025 at a CVS Retail location. This plan allows has a 75% utilization before plan will allow the
  medication to be filled.
  
  The Member states CVS Caremark mailed her medication to an old address, despite her updating the address on her online portal. In viewing the ************************** history,it has been determined that the Member registered on February 7, 2025, but there is no record of an address change until her April 21, 2025, phone call to CVS Caremark.
  
  The Member states that she called on April 20, 2025, to cancel the order.  Per the account history, the call was made on April 21, 2025.  At that time, the order had already been completed and shipped. On February 12, 2025, CVS Caremark sent the Member an email advising of the future fill.  On April 20, 2025, CVS Caremark sent a second email notification advising the order would be processed, and on April 20, 2025,CVS Caremark sent the Member an email advising that the order was in process.
  
  The Member agrees the redirect through the shipper was denied.  This was offered in an effort to resolve the situation and so that she would get the medication.
  
  Member states she had just received a three-month supply.  There is no history of another order through the plan since February 11, 2025.
  
  This plan does not allow returns unless there was a Mail Order Error, and no error was found. A request was sent to the Account Manager of this plan, who declined to issue a refund. The Member states that she filed fraud charges with her insurance due to shipping the order without her consent. **************** has a placed a comment on her account not to ship any orders without Members consent. This will cause any orders coming from the Physician to be placed on hold to prevent this from happening in the future. 
  
  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
  
  Respectfully,
  
  ******** ******
  Advocate
  

  Customer Answer

  Date: 05/13/2025

  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 order was initiated by the Physician and an email notification was sent to the Member advising her on how to cancel or make changes if needed. - That is untrue. I confirmed my physician's office only sent my RX to my local *** location that I've always had on file.  They NEVER sent Caremark an RX to fill via mail order. Additionally the email I received regarding the Caremark RX brought me to the *** website where I was unable to make any changes or cancel the shipment, NOT to the Caremark website which added further confusion. 
  
  
  The Member states CVS Caremark mailed her medication to an old address, despite her updating the address on her online portal. In viewing the ************************** history, it has been determined that the Member registered on February 7, 2025, but there is no record of an address change until her April 21, 2025, phone call to CVS Caremark. - Again - the correspondence about my RX from Caremark led me to the *** website. I only used the *** website to manage my RX and update my address since YOUR communications always linked back to the *** domain. No emails or texts that I've received ever told me to go to Caremark. 
  
  
  "The Member states that she called on April 20, 2025, to cancel the order.  Per the account history, the call was made on April 21, 2025." - AGAIN, I clicked the link from YOUR email on 4/20 that led me to the *** website where I reached out to support. The *** pharmacist confirmed there were no RX's set to go out and that I didn't qualify for one as I already picked up a supply recently. I figured the issue was solved but the next day on the 21st got an email that it had shipped without my consent. I offered to provide the date, time, and phone number of the pharmacist I spoke with on 4/20 to help close the loop and the Caremark *** refused o take it and said they would not be writing it down. 
  
  
  The Member agrees the redirect through the shipper was denied.  This was offered in an effort to resolve the situation and so that she would get the medication. I told you I did not want nor need the medication ! You just want to charge my insurance company so you're refusing the refund! 
  
  
  Customer Service has a placed a comment on her account not to ship any orders without Members consent.  That's correct, this was around 2 weeks ago. And yet again I got an email again this morning that you guys were once again processing a new 3 month shipment of my RX even though I previously told you I do not consent to any shipments and am still in the process of fighting this current charge. So I'd like to know who authorized that because it wasn't me??

   

  I also got a notification that you guys told my local pharmacy to once again process another fill on 4/25 of the medication, and to override in the system the time restriction since you guys already just sent a 3 month supply on 4/20, in order to process another fill before the 3 months.  How do you explain that?  Thats 3 times in the past month that you're trying to process seperate 90 day fills of medication that I already have in hand that I never asked you to do. The *** told me only the pharmacist or patient can submit and override to fill a medication before it's due, and I never gave permission to do so. You don't care about serving customers, just trying to charge the ********************** company for 3 separate 90 day supplies of medication in one month's time that I don't want or need. 
  
  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:04/27/2025

  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.

  I recently was prescribed a medication by my doctor & have been receiving multiple phones calls & mailings from CVS Caremark. They claim they are my pharmacy plan, but I don't recall signing up for it. I have Anthem through my *************** has always been part of the Anthem requirements. They are threatening that I will not receive coverage for my medication if I do not contact them & provide personal information about the medication & agree to sign up for a 'service' I do not need or want. My doctor is providing all of the referrals necessary to satisfy insurance requirements. I do not want to use a mail order pharmacy. I do not want to use CVS Caremark. The tactic seems unethical & borderline illegal to require me to use their services just to get the medication my doctor prescribed based on their knowledge of my health needs. They have been aggressive, calling daily. I contacted the helpdesk with my *************************** & they told me I had to contact CVS Caremark. But still have not explained why I am required to give them any of my information.

  Customer Answer

  Date: 05/08/2025

  [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 companys response does not satisfy my issues and/or concerns in reference to complaint #********.
  

  I have spoken with my insurance and with my HR representative. The company claims that hackers are spam calling customers. However, if this is the case, the company has a responsibility to notify customers this is the case. And I do not believe them. The calls quit as soon as I submitted my complaint to BBB.

  in addition, after reviewing the company and their website, I believe that CVS Caremark should not be a general pharmacy plan provider as they have their own pharmacy business and this is a conflict of interest. ****** has brought them on as a pharmacy management plan.
  

  it is in the interest of CVS Caremark as a business make a profit and to solicit services to customers because their ultimate goal is to make money. Either directly through providing prescription fills through their convenient mail order service, or by requiring customers in pharmacy plans to use their ******************** in order to gain coverage for medication - which is a violation of my rights as a patient in a free market economy to seek those services elsewhere. Especially when the obvious product for CVS Caremark to profit from is my personal data.

  I understand that by choosing to accept the business response that my complaint with BBB will be closed as resolved. However, I would like to request information on who to forward this complaint to.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/24/2025

  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 is violating NC law, specifically North Carolina law, specifically Session Law ********, which requires insurers and pharmacy benefit managers to count any copay assistance provided by drug manufacturers towards a patient's out-of-pocket maximum, deductibles, or other cost-sharing requirements. This law, passed in 2021, protects patients from copay accumulator programs that previously prevented these payments from counting towards their cost-sharing limits. Therefore I have accumulated significant medical debt as a result of this.

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  Better Business Bureau
  5 Mt. Royal Ave.Suite 100
  ***********, ** 01752-1927
  
  Re:         Complaint # ********
  
  Dear Sir/Madam:
  
  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 April 24, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  
  The *** health plan is a self-funded, employee benefit plan and is subject to the Employee Retirement Income Security Act (ERISA).
  
  Upon review, CVS Caremark has determined that North Carolina state law only impacts fully insured plans subject to state insurance laws. The *** health plan is self-funded and governed by *****. The plan is not obligated to follow state laws regarding billing or collection issues. The Member may contact CVS Caremark customer care at ************ with any further questions.
  
  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:04/23/2025

  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.

  On February 18 a prescription was filed for dexcom G7 sensors. It was put on hold without my consent. I was not notified until 2 weeks later and by then the prescription has been out of stock. It has been h*** trying to get it refilled. Today 4/23 I called to see if they were back in stock and was told by ***** that they were and the order was placed. At 6pm on 4/23 I received an email saying someone in the household canceled the order. I did not do this. I called to speak to Caremark about this and they stated that the prescription is now out of stock and that's why it was canceled. I was lied to by the earlier representative and this is unacceptable. The representative (******) would not offer a resolution to getting me the prescription I need. My life depends on these prescriptions being filled promptly and the stress caused by Caremark not doing their jobs is unacceptable. This is not the first issue I have had with this company and they need to be held accountable for their negligence.

  Business Response

  Date: 04/25/2025

  April 25, 2025
  Better Business Bureau
  5 Mt. **********, Suite 100
  *************** 01752-1927
  Complaint # ********
  Dear Sir/Madam:
  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 April 24, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  The Members prescription through Caremark Mail Order had been discontinued in error on April 23,
  2025. The prescription was rescanned and is being shipped to member via ************* Services as
  Urgent Next Day, with no shipping cost to the Member. The expected delivery date is between April 29,
  2025, and April 30, 2025, and the tracking number is 1Z74W0A61326630479. Member was notified by
  email of the order status.
  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:04/23/2025

  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.

  I need to have the case regarding CVS Caremark about my ******* prescription from last month reopened. The doctor increased my dose of this medication and when the pharmacy tried to process it for the BBB agreed upon 90 capsules for 90 days, the claim was denied by Caremark. CVS Caremark has went back on their word! They are only out to see how much money they can make at the expense of their consumers/patients.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Better Business Bureau
  **************************************************************************************************************-4705
  
  Re:Complaint # ********
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 23, 2025. Thank you for the opportunity to address the Members concern.
  
  On April 23, 2025, the account ********************** team adjusted the previously requested exception for a specific strength, to now include all strengths of the medication in question. The exception will remain valid through January 26, 2027.
  
  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:04/20/2025

  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.

  A brand and price Tiering Exception for ************* 200 was approved for me from 3/2/22-3/2/25. I pay 3.65 for 90 day supply for those 3-years. This is due to severe allergic reaction to generic bupropion. 2/19/25 I call for instructions for renewal of exception. Too early to call because its not expired. I asked to speak to prior authorization **** and instructed to have my doctor fax paperwork. My doctor did that. Called because medication ****** for refill. Was told I was rejected for age restriction 3/11/25. Called CVS 3/11, 3/12, 3/13, 3/14(3x). These calls were long and I was told if I asked for a call back the agent has to exit the account and I start over. My doctor resent paperwork 3/31. Agent forward me to pharmacist who helped me get a 30 day supply and promised this would be fixed. Prior authorization approved. Agent said cannot approve tier for pricing until prior authorization signed off. Call to check on status. Closed due to lack or response from doctor. Went over fax number to ensure accuracy. Before tiering I need brand exception. Doctor sends in paperwork. Drug $150, after disputing CVS reduces to ***** for 3 month supply. *** states need tiering exception for price. Call my doctor and they call CVS. Tiering approved for price. Drug is still *****. Agent informs me after an hour on the phone doctor has to write a new prescription-Brand name of drug for generic price. My doctor does. No change in price. Another 1.5 hrs on phone with CVS. I need to open a case to add copay override to receive generic 9.17 price for 90 days. Agent says check status later. I call back and no record of override. I ask for 4 tablets at local CVS price is *****. I ask to go back to 90 day for 75 tablets and price goes to 150. CVS is price gouging going from 3.65 to ***** and making it impossible for me to get the generic price. I am being discriminated against for being unable to take generic formulation. Extremely distressed. Speaking to States Attorney Monday.

  Customer Answer

  Date: 05/04/2025

  I have not heard from the business in response to my complaint. The company has now made another medication not covered by insurance that has always been covered. Its likely I will need to go through months trying to fix this. I am being discriminated against because I have medication allergies. 
  

  Business Response

  Date: 05/16/2025

  May 16, 2025
  
  BBB serving *********************, *****, ************, and *******
  5 Mt. *********. Suite 100
  ***********, MA 01752-1927
  **************
  ******************************************************************
  
  Service Request Number: 23228135
  
  Dear *** or Madame,
  
  This letter is in response to the correspondence we received from your office on April 20, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is a formulary drug for the members plan and does not require a clinical review, via a drug-specific prior authorization criteria, to be completed to ensure safe, effective, and appropriate utilization. On February 4, 2022, and March 1, 2022, the members prescriber initiated a prior authorization request for cost reduction on brand penalty and tiering that included the required clinical information, and both prior authorization requests were approved for 36 months.
  
  On March 18, 2025, and April 2, 2025, CVS Caremark made an outreach to the prescribers office to initiate a new prior authorization request for cost reduction on brand penalty and tiering, however, both requests were auto-closed due to no response from the prescriber's office. On April 8, 2025, and April 14, 2025, the prescriber's office initiated new prior authorization requests for cost reduction on both brand penalty and lower cost tiering that included the required clinical information, and both prior authorization requests were approved for 36 months. Approval letters were mailed to the member and their prescriber. After the new brand penalty and tier approvals, the members copay for the requested medication will be $12.50 for a 90-day supply.
  
  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:04/19/2025

  Type:Customer Service 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.

  The CVS Caremark app is the worst app Ive ever used. I wrote down my username and password the last time they made me change themso I KNOW what they are. If they dont match our records, then the records are wrong, not ***** order to send an email to get any help with the app, I have to sign in to the app.which it wont let me ***** not calling on the phone. I dont have time to be on hold all day long and then deal with an automated system thats been programmed to deliberately misunderstand anything I say.There are no snail mail addresses to write to, and no emails that arent hidden by a demand to log in to an account.This is the worst app Ive ever used, and CVS Caremark has the worst customer service on the planet. I hope their stock tanks and the execs and big shareholders lose everything.

  Business Response

  Date: 04/25/2025

  Dear Mr./Ms.,

  Please see the attached response to complaint number ********. Please confirm receipt of the response.

  Thank you.

  
  

  Customer Answer

  Date: 04/25/2025

  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 

  *************

  BBB told me that CVS Caremark had answered my complaint. I clicked every link that BBB provided and could not find any answer from CVS Caremark. 
  

  I want an answer from CVS Caremark. If I do not receive one.perhaps I should let everyone know that asking the BBB for help gets no results.

  
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/28/2025

  April 25,2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********,** 01752-1927
  
  
  RE:          Complaint #: 23225902
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 19, 2025.  Thank you for the opportunity to address the Member's concerns.
  
  The Member expressed dissatisfaction with their recent interaction with the CVS Caremarks digital App.  On April *******, CVS Caremarks digital team made outreach to the Member via phone call, to assist with this matter, but was unable to speak with the Member. 
  
  Weve added some troubleshooting options the member can try to establish connection and manage their prescriptions.
  
  The Caremark mobile apps for both IOS (iPhone) and Android devices are specifically designed for phones. The mobile App might work on tablet devices but might not perform exactly as intended. If you are unable to get the app to work properly,try using the desktop site from the tablet by launching ****************************** in a browser.
  
  Make sure you are using the latest version of the CVS Caremark App.
  
  On the CVS Caremark Apps sign in page, select Forgot username and/or Reset password.  After the verification process, youre able to confirm your sign in information.
  
  You may need to uninstall and then reinstall the App.
  
  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
  

• Initial Complaint

  Date:04/18/2025

  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.

  I have submitted 3 separate prescription transfer requests starting on April 5th to transfer a prescription from CVS mail order to another pharmacy. Each time ended with this response "Transfer unsuccessful. We tried contacting your previous pharmacy and prescriber about your transfer request but haven't received a response."The first request I submitted using the address from my prescription bottle. The second two requests I submitted after calling CVS and them giving me a different address which they said I should use ********** was very easy for CVS to accept, fill, and charge me for my mail order prescription to begin with. However attempting to transfer my prescription to another provider has so far proved impossible. I feel this is unacceptable and may even fall under the category of dark patterns.

  Business Response

  Date: 04/22/2025

  Good morning,

  Please see the attached response to complaint number ********. Please confirm receipt of the response.

  Respectfully,
  
  ****** ****
  Advocate