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

  355 Lincoln Ave Bellevue, PA 15202

• 

  CVS Caremark

  610 Wood St Pittsburgh, PA 15222

• 

  CVS Caremark

  PO Box 270 Pittsburgh, PA 15230

• 

  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:04/17/2025

  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.

  Case #: 25-096256757 I have taken a medication called *********** ODT for years. The company I started working for recently uses ***** for medical insurance, with CVS Caremark as the Pharmacy Benefits Manager. My doctor and I have jumped through many hoops and over many hurdles to try to get my nausea medication filled through CVS Caremark, as they desire. I will receive some of the medication sporadically, then am told it won't be covered any longer since it they need more "information" to continue filling my needed medication. My doctor is left with unending requests from CVS for additional information. My provider finally gave up trying to help me get my medication and prescribed another generic medication to CVS Caremark. Again, *** delayed the process with another prior authorization request. After my doctor, again, sent in more information to get the medication filled, I was told we would need to wait longer since the information CVS received was not enough. Now I'm left without the medication that works best for me, *********** ODT and the replacement medication that is generic, *********** tablet. Please help me get some resolution. There is no recourse within CVS Caremark except to write them a letter. My DOB is *******.

  Customer Answer

  Date: 04/28/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********, ** 01752-1927
  
  
  RE:  Complaint #: 23219852
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 18, 2024.  Thank you for the opportunity to address the Member's concerns.
  
  The requested medication is a formulary drug for the members plan, however, it requires a review of the plan elected drug specific prior authorization criteria prior to coverage for plan limits. On April *******, April 18, 2025, and April 23, 2025, the members prescriber submitted prior authorization requests for the requested medication that were each denied due to not meeting the plans criteria for coverage. Outreach attempts were made by CVS Caremark to obtain additional information and the prescriber's office was not able to provide clinical information for approval. Adverse determination ******s were sent to the member and their prescriber. The member has the option to request a first-level appeal, second-level appeal, and external review.
  
  The member still has a first-level appeal,second-level appeal, and external review available, if they wish to pursue it.
  
  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: 05/07/2025

  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,

  ******

   

   

• Initial Complaint

  Date:04/17/2025

  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.

  *** specialty sent me to collections without bothering to bill me. They regularly contact me via email, text and phone call to refill my prescription but couldnt be bothered to bill me for $30. Furthermore it was only due January 28 according to them. Now I cant get through to their collection company to pay the $30. I wait on hold for 30 minutes then get sent to voicemail and I need my medication. I cant order it without clearing this. Please help.

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Better Business Bureau
  5 Mt. **********************
  *********************-1927
  
  Complaint # ********
  
  Dear Sir/Madam:
  
  CVS Caremark administers the prescription benefits portion of the STATE OF NEW YORK health plan, of which the beneficiary is a member. This letter is in response to the correspondence we received from your office on April 18, 2025. Thank you for the opportunity to address the beneficiarys concerns.
  
  The Members order was placed on December 26, 2024, with a delivery date of December 29, 2024 digitally. Billing statements are sent out on the thirteenth of every month. Pursuant to the Members request, CVS Caremark has removed the $30.00 charge from collections and cleared from the account. Member is now able to place the next order.
  
  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:04/12/2025

  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.

  I am filing this complaint because *** keeps denying my doctors request for the prescription Wegovy, which is covered under my Aetna insurance under certain conditions which I meet. I have made at least 10 phone calls to Aetna, which they connect me to CVS. CVS just keeps blaming Aetna foe the multiple denials, even though all the denial letters I receive are from CVS. According to *** policy, here are the criteria i meet for authorization for Wegovy;1. The patient is 18 years of age or older 2. The patient has a baseline body mass index (BMI) greater than or equal to 27 kg/m2. [ACTION REQUIRED: Documentation is required for approval.] 3. The patient has at least one weight related comorbid condition (e.g., hypertension, type 2 diabetes mellitus, dyslipidemia). [ACTION REQUIRED: Documentation is required for approval.] All the documentation has been provided to CVS multiple times stating what criteria I meet, and every time I get denied. They say it can take up to 14 days for a decision, and I have received denials in as little as 5 minutes. This makes it appear they aren't even reviewing the appeals, just deny them. Every denial letter states the reason for the denial is completely different criteria than what was submitted. There is no reason I do not qualify for Wegovy, and CVS needs to do their part and authorize this drug. Thank you for your time.

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on April 13, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is on the formulary for the members plan; however, it requires a review of the plan elected drug specific criteria prior to coverage. On January 17, 2025, and January 22, 2025, the members prescriber submitted prior authorization requests for the requested medication that were denied due to not meeting the plans criteria for coverage. Adverse determination letters were sent to the member and their prescriber.
  
  On February 14, 2025, the members prescriber submitted a non-urgent 1st level appeal for the requested medication that was denied due to not meeting the plans criteria for coverage.
  
  On February 21, 2025, the members prescriber submitted a 2nd level appeal for the requested medication that was denied due to not meeting the plans criteria for coverage.
  
  On March 21, 2025, the member submitted an urgent external review request for the requested medication that was denied due to not meeting the plans criteria for coverage. Written notification of the denial was sent to the member and their prescriber.
  
  We value our members and remain committed to our purpose, bringing our heart to every moment of your health. Should you have any additional questions or concerns, please do not hesitate in contacting me at **************.
  
  
  Sincerely, 
  ********* *******
  Advocate
  
  

• Initial Complaint

  Date:04/12/2025

  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 4/8/2025 after going back and forth about Pre Authorizations for prescriptions my doctor has previously prescribed. *** Specialty NEVER provides call backs when promised. They rely solely on automated services to update patients on time sensitive medications. FINALLY, once all the paper pushing was resolved, I spoke with a representative to get my medication shipped off. I was required to take this medication on Friday, April 11th, between the hours of 8pm-10pm, the medication arrived at 6pm that day, only to find out that they FORGOT to include the PEN that is required to administer the medication. I immediately placed a call to their after hours line, where I was told that a representative from that department, would not be in, until the following day, and that I would receive a call from someone at 8am PST. Needless to say, I never got that call, Have been unable to take the TIME SENSATIVE fertility medication, that Ive paid $75 for. As anyone is well aware, you CAN NOT SKIP OR MISS doses of medication, if you do, the entire fertility cycle, as well as the thousands of dollars is at risk of being NULL/VOID. This is not the first time I have run into these kinds of delays with CVS Speciality. They need to be accountable for this misshap.

  Business Response

  Date: 04/15/2025

  To Whom it May Concern:

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

  Thank you.

  ****** ****

  Advocate

  Customer Answer

  Date: 04/15/2025

  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. 

  The first part of the response is correct. I did NOT receive the pen injector that was supposed to be included to administer the medication. I immediately called the 24 hour emergency number on 4/11/25, and was told that nobody was available in the fertility department and someone would call me on 4/12/25 at 8am. 8am on 4/12/25 came and went, by 8:30am I then began calling and spoke to a very pleasant representative named *******, she was very empathetic and tried to find local pharmacies in my area that could supply the pen to me. She asked me to contact Alto pharmacy in ************* to see if they could possibly deliver a pen to me the same day. I contacted Alto, but was advised that they unfortunately they could not deliver a pen to me until Tuesday, April 15th at the earliest. So I then called CVS Specialty back. At this time its 9am (12 hours after the time I should have taken the dose) and I got *******. ******* could not have been ***** to me. She made statements such as well you can check with your doctor and we can request a pen from another pharmacy. I explained to her that I just hung up with *******, who did advise me that it was possible. After another few minutes of ******* being short and condescending in her tone, I requested to speak with a manager. ******* informed me that there werent any available managers, so I requested to speak with anyone else besides her. She placed me on hold for 20 minutes. I finally hung up and called right back. Upon calling back I got ******, the team lead. She listened to my concerns and said she was told a little about the situation but was unaware that all of this was due to an error made by ***. She explained that she would have a pharmacist contact me to instruct me on how to inject the medication with a needle/syringe, and that the Pharmacist would contact me shortly. I awaited the call from the pharmacist and spoke to her. She instructed me on what to do for the dose that I needed to take at 9pm that evening. ****** did call me back, and I missed her call. I immediately called her back, and got ******* again. This time I asked ******* to transfer me to Andreas ********** and for some reason she was hesitant to do so. She placed me on hold AGAIN, for 10 minutes. I grew impatient, called right back and got ******, whom immediately transferred me to ******. ****** advised that she had set up for the pen to be delivered via courier on 4/13/25 (2 days after the original dose was to be taken). ****** did go above and beyond to fix the situation, however, the fact remains, I still missed a dose of medication during an egg retrieval cycle, and missing that dose has the potential of not allowing the follicles to grow, as needed. So the response sent by ******* ****, still lacks the appropriate accountability that should be taken when dealing with timed medications for such an expensive medical process. I do not accept that cut and dry response, and would like all recorded phone calls to be pulled confirming everything that I have explained above. 
  
  
  FAQ
  
  Regards,

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

   

   

  Business Response

  Date: 04/28/2025

  Dear Mr./Ms.

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

  Thank you.

  ****** ****, Advocate

• Initial Complaint

  Date:04/11/2025

  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.

  My daughter is in need of a weekly medication .They promised it would be delivered by the date of her next dose.Yhey dont deliver it and rescheduled for delivery a week later.

  Business Response

  Date: 04/15/2025

  Good afternoon, 

  Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.

  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:04/09/2025

  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.

  On or around 12/30/2024, I received a phone call from *** Specialty Pharmacy informing me that I could only get my chemo pills (************) through CVS, that BC/BS Federal EMPLOYEE HEALTH PLAN WOULD NOT COVER my chemo pills unless I get them through ****** the time I had already received my first prescription through my pharmacy ************ so I panicked scared that I would NOT have my chemo pills covered. So, I agreed to receive the chemo pills through CVS.I had not used CVS for over 25 years. I don't know how they got my new cell phone number.Also, I picked up my pills at CVS (3 orders from Jan to March). There was no charge at the time of pickup and I was not informed that there was a charge at the time of pick up.Several weeks later I get a bill from CVS for 3 prescriptions totaling $360.00.I was not able to contact the manufacture of the chemo pills to get a coupon (discount) , this service is offered by ********* . I feel that the person on the phone that got me to switch pharmacies was telling me a lie.

  Business Response

  Date: 04/17/2025

  The cost shares are valid and appropriate according to the member's plan design. The member was contacted by **********************; the member's concerns have been addressed.

• Initial Complaint

  Date:04/08/2025

  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 RA and I take a medicine called ****** and I can only get it from CVS Specialty pharmacy. My insurance will not cover it anywhere else. I have to take this medicine on time every week. It is an injection. It is very important that I take it the same day every single week. I cannot order it until I take my last one. I ordered it when I take the last one every month and it always takes them 2-3 weeks sometimes longer to get the medicine to me. I have never received it on time but maybe a couple times in the entire time Ive been taking it. I have complained and it as done no good. I spoke to several different people there. My rheumatologist had his nurse call them one time because they were so late getting my medicine to me. I think this particular time I had been over 4 weeks trying to get it. I have a copay card that pays the difference left from what my insurance pays so I do not owe them. I dont know why I am having such a hard time getting my medicine from them.

  Business Response

  Date: 04/10/2025

  Good morning, 

  Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.

  Best Regards 
  ******** ****** | 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.

   

   

  Customer Answer

  Date: 04/10/2025

  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. 

  My response to their response is that they say I can request the medicine 3 weeks after the delivery of my last prescription but when my medicine is 2-4 weeks last every time that does not help me in the matter of not running out of my medicine before I received it. This last time I ordered my meds if I had ordered it 3 weeks after the delivery I would have been out 2 weeks instead of 3 weeks. Also they must have just started letting you order 3 weeks after delivery of your last order because before when I would try to order early it would not let me. I tried at different times and the last time I ordered early it took me over 4 weeks to get my medicine. That was when my doctor had to reach out to them. Thank you! **** ******

   

   

  Business Response

  Date: 04/15/2025

  Good afternoon,

  Please see the attached response to file number ********. Please confirm receipt of the response. Thank you for your assistance.

  
  Best Regards 
  ******** ****** | 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.
  

  
  

  Customer Answer

  Date: 04/16/2025

  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,

  ****

   

   

• Initial Complaint

  Date:04/05/2025

  Type:Delivery 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.

  Dental extraction by a licensed dental provider that ordered two separate medications. One of the two medications were immediately covered and one was denied; however, medically necessary related to dental pain post extraction. After an excessive amount of attempts to obtain any information on how to receive reimbursement, I finally received information on how to submit a reimbursement request. After providing all the required information, including my dental provider making numerous attempts to provide authorization of medical necessity, CVS Caremark denied the request. Make this billing dispute correct and reimburse the $25.19. Further details available, but frustrating to continue to have to reiterate.

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on April 5, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is covered under the members plan with prior authorization for any fills that exceed a 7-day supply within a 90-day period. On October 18, 2024, the member received a 7-day supply of the requested medication. On January 15, 2025, the member attempted to fill a prescription for an additional 3-day supply of the requested medication that rejected because the member did not have a valid prior authorization on file.
  
  On February 11, 2025, the members prescriber submitted a prior authorization request for the requested medication. On February 17, 2025, the prior authorization request was auto-closed due to no response from the prescribers office.
  
  Following an outreach attempt to the members prescriber on April 8, 2025, the prescribers office clarified that no further refills or follow *** with the member will be conducted regarding the requested medication. Consequently, the members prescriber did not proceed with a prior authorization request to reimburse the member for the $25.19 paid out of pocket.
  
  On April 9, 2025, a courtesy override was authorized for the requested medication. The paper claim was reprocessed on April 9, 2025, and the member should expect to receive the $25.19 reimbursement check within 7-10 business days.

  
  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
  

  
  

  Customer Answer

  Date: 05/05/2025

  [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; however, I reject that it was a courtesy to me on behalf of CVS Caremark. I pay for coverage and do not abuse it. I should not have been put through this process to receive reimbursement. If my claim would have been addressed more efficiently from the beginning, this situation could have been avoided.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS Caremark is the *** for my Aetna Insurance plan through my employer. This company denied access to my diabetes medication for several days now. I called multiple times prior to my medication running out, with no answers about prior authorization approval. The medication is *********. I called again today, 4-5-2025, and was told the PA department was closed and wouldn't be available again until Monday, causing me to be without my medication even longer. I was told there is no recourse and no way to address this urgent matter with obtaining my medication. I even asked to file a complaint and was told there was no other way except to write a physical letter to a PO Box.

  Business Response

  Date: 04/14/2025

  Good afternoon,

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

  Thank you.

  ****** Paul (She.Her.Hers.) | Advocate,Presidential Response Unit
  p ************  ext. 12207
  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.
  

  Customer Answer

  Date: 04/14/2025

  [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. Although this matter was resolved, CVS is now denying access to another prescribed medication that I have been taking for years. I will make a separate complaint for this, as the current matter was finally resolved after being without my diabetes medication for several days due to CVS Caremark delays. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CVS Caremark is inhibiting my ability to save money on my ******* prescription. This medication is brand name so CVS Caremark says without a quantity limits prior authorization, I am allowed only 30 days. ******* has a manufacturing card that I can use with my CVS Caremark insurance which states that I can receive NINETY DAYS for the SAME PRICE AS THIRTY DAYS. My physician's nurse spent 40 minutes today on the phone with CVS Caremark trying to get the quanity limits prior authorization completed. My physician as PREVIOUSLY been able to SUCCESSFULLY COMPLETE quanity limit prior authorizations for the drug in question!!!!! CVS Caremark IS REFUSING to cooperate. CVS Caremark is STEALING MONEY from consumers by NOT allowing them to be able to take FULL advantage of programs that will save them money, especially in this current economical state!!

  Business Response

  Date: 04/04/2025

  April 4,2025
  
  
  Better Business Bureau
  5 Mt. *********. Suite 100
  ***********,** 01752-1927
  
  
  RE:          Complaint #: 23153979
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on April 3, 2025.  Thank you for the opportunity to address the Member's concerns.
  
  The Members plan limits brand only maintenance medications to a 30-day supply at retail or mail order.  The Member was previously provided an exception to fill a 90-day supply of the brand only maintenance medication, and that exception expired on December 31, 2024.
  
  On April 3, 2025, the account team provided a new extended exception for the Member to fill the 90-day supply brand only maintenance medication, now valid through January 26, 2027.
  
  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: 04/08/2025

  [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 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.  

  Thank you so much for your help in getting this resolved so quickly!!
  
  Regards,
  
  ******* *******