Complaints

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

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• 

  CVS Caremark

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Caremark

  600 Penn Center Blvd Pittsburgh, PA 15235

• 

  CVS Caremark

  PO Box 270 Pittsburgh, PA 15230

• 

  CVS Caremark

  242 5th Ave Pittsburgh, PA 15222

• 

  CVS Caremark

  200 E Plank Rd Altoona, PA 16602

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:09/06/2025

  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.

  On September 5, 2025, I spoke via chat with a live agent named ****, who identified as part of the CVS Caremark Senior Resolutions Team. I contacted CVS Caremark to understand why the price of a prescription increased from $5 (my usual copay for generic medications) to $43.60. Screenshots of this conversation are attached.Unfortunately, **** did not provide meaningful assistance. Instead of addressing my specific questions, **** repeatedly stated that the price of the drug had increased, without explaining why this would remove the medication from my generic copay. When I asked where in my plan documentation it states that a price increase alters the copay structure, I was told only that Its always disclosed and directed to contact my plan broker. When I asked for broker contact information, I was told, I am not member services.I also requested clarification on whether the medication is now classified as Non-Formulary generic, but my question was not answered after multiple attempts. Instead, I received the same repeated response regarding price increases.After this unsatisfactory chat, I called CVS Caremark again and spoke to two other agents who were very helpful. One agent confirmed that, based on what she was seeing, the prescription should have been $5. A help ticket was submitted to further investigate the pricing issue.I believe CVS Caremark has a duty to ensure its representatives provide accurate and helpful information, particularly when dealing with prescription costs that directly affect access to essential medication. My concern is that unhelpful interactions like the one I experienced could create serious barriers for patients trying to afford necessary treatment.

  Business Response

  Date: 09/11/2025

  September 11, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on September 6, 2025. Thank you for the opportunity to address the members concern.
  
  Upon review of this complaint, we confirmed the cost increase for the medication is due to a tier change that removed the medication from a generic tier to a preferred brand tier. Due to notification of this change not being sent to the member we have applied an override to the medication for the remainder of the plan year to allow the generic copay. We have contacted the pharmacy and asked they reprocess the most recent claim for the corrected price. Please return to the pharmacy with your receipt to be refunded the amount over the generic copay. We apologize for any inconvenience this change may have caused.
  
  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: 09/13/2025

  [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:09/02/2025

  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 submitted a reimbursement claim 2 months ago and continue to get the run around from customer service. First, the date was inaccurate. Then, after dozens of paper correspondence, they are saying they never received a reimbursement and refile. Constantly denying services and making it impossible to get reimbursed. Ive spent hours on the phone with them and they always come up with invalid reasons not to reimburse me.

  Business Response

  Date: 09/03/2025

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

  Customer Answer

  Date: 09/03/2025

  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. 

  Thanks for the info. Your correspondence is inaccurate. I had an ACA plan through ******** dated 7/1/25-7/31/25. The pharmacy service was through Wellmark via PBM CVS Caremark. I filled a prescription on 7/3/25. I had not yet received my insurance/prescription card, so paid out of pocket $66.39. I have spent the last 3 months attempting to get reimbursed. Initially, I filled out the reimbursement form and submitted. I received correspondence weeks later stating I needed to fill out a compound prescription form. I did this and submitted. They corresponded that it was an inaccurate number so I called and got the correct number and re-submitted. Then, I received a letter stating that the reimbursement was denied due to an improper date showing the prescription was filled on 6/30 when I did not have coverage. This is inaccurate as I have the receipt with date of 7/3 filled. When I called, I was on the phone for an hour and was then told that I never submitted a reimbursement form. Obviously, that is inaccurate as I have pages of correspondence and this form is the first thing completed when requesting a reimbursement.. I re-submitted the reimbursement form and fear that I will be in this constant web of deceitful practices until I give up. Additionally, during this call, the representative stated that it is NOT a compound prescription (then why did I have to fill out this form and have my reimbursement delayed twice?) I will continue to speak out because my plan that I paid $800 for (ACA through Wellmark) includes pharmacy and this prescription would have been just over $1 with my coverage, but I ended up paying 60 times that. I would love to stop getting the run around and receive my rightful reimbursement

  Regards,

  *******

   

   

  Customer Answer

  Date: 09/03/2025

  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. 

  Thanks for the info. Your correspondence is inaccurate. I had an ACA plan through ******** dated 7/1/25-7/31/25. The pharmacy service was through Wellmark via PBM CVS Caremark. I filled a prescription on 7/3/25. I had not yet received my insurance/prescription card, so paid out of pocket $66.39. I have spent the last 3 months attempting to get reimbursed. Initially, I filled out the reimbursement form and submitted. I received correspondence weeks later stating I needed to fill out a compound prescription form. I did this and submitted. They corresponded that it was an inaccurate number so I called and got the correct number and re-submitted. Then, I received a letter stating that the reimbursement was denied due to an improper date showing the prescription was filled on 6/30 when I did not have coverage. This is inaccurate as I have the receipt with date of 7/3 filled. When I called, I was on the phone for an hour and was then told that I never submitted a reimbursement form. Obviously, that is inaccurate as I have pages of correspondence and this form is the first thing completed when requesting a reimbursement.. I re-submitted the reimbursement form and fear that I will be in this constant web of deceitful practices until I give up. Additionally, during this call, the representative stated that it is NOT a compound prescription (then why did I have to fill out this form and have my reimbursement delayed twice?) I will continue to speak out because my plan that I paid $800 for (ACA through Wellmark) includes pharmacy and this prescription would have been just over $1 with my coverage, but I ended up paying 60 times that. I would love to stop getting the run around and receive my rightful reimbursement

  Regards,

  *******

   

   

  Business Response

  Date: 09/05/2025

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

  Customer Answer

  Date: 09/08/2025

  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. 

  I have submitted the original receipt for the third time attached to this email. I have attached the compound prescription form for the third time, as well. Additionally, the person that I spent an hour with on the phone last week helped me informed me that this was not a compound prescription, thus did not need to complete the form. The run around I have been given to get my rightful reimbursement is shameful. I have done everything requested three times. I want my case escalated or I will be going to my local news station and also submitting my experience to *** ************* They seem to have a lot of stories involving PBMs and how they scam customers out of their rightful reimbursements. 
  
  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: 09/11/2025

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

• Initial Complaint

  Date:09/01/2025

  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.

  6/11/2025: Upon hearing Zepbound was being removed from formulary, reached out via secure message. Advised I am losing coverage of ******** 7/1/25 but granted 84 day supply . Just contact pharmacy and they can call ************ for Quantity vs time authorization. - from ***** *. Caremark 6/12/2025: Dr. **** 84 day prescription and CVS Naamans Road denied it stating they did call and Caremark denied the approval for the quantity vs time auth.6/13/2025: Responded again via secure message to Caremark and received apology that a mistake was made and I was NOT losing ******** in my Formulary 7/1 and would continue to receive ********. - ********* *. Caremark 7/2/2025: Received letter in the mail confirming change in formulary and Zepbound No longer covered. No 84 day option at all and must change to Wegovy. Complaint is that no one could ever answer with accuracy. Numerous people received the 3 month supply to do the issue, but Caremark found a way to not provide this to me, nor provide correct information. I also know this is not an employer based decision, as peers of mine at the same company have ***************** and ******* and still receive full ******** coverage. I understand the change and why, but the way this was handled was horrid. I was promised a 3 month supply of the Zepbound 10mg that would have made for a smoother transition from one medication to another provided by Caremark, but they would never honor that offer. I still have this offer in writing and feel this is horrid business practice. This is my only reason for submitting this complaint, you failed to honor your own promise made during this transition. You should honor the decisions your employees make and ensure that they are far better educated on life changing events such as this.

  Business Response

  Date: 09/09/2025

  September 9, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on September 1, 2025. Thank you for the opportunity to address the members concern.
  
  On June 13, 2025, the member was incorrectly informed that the requested medication was not being removed from the formulary. Effective July 1, 1025, the requested medication was removed from the members plans formulary and requires an approved coverage request. CVS Caremark sent written notification to the member of this formulary change and coaching was submitted on these issues. Additionally, on June 6, 2025, the member was informed that the requested medication was being removed from the formulary via secure chat.
  
  On June 10, 2025, the member attempted to fill a 90-day supply of the requested medication that was denied because of the quantity limit in place for the requested medication.
  
  On June 11, 2025, the member reached out to CVS Caremark for clarification of an override request to allow a 90-day supply of the requested **********. The member was informed that the plan limitations did not allow for an override to obtain a 90-day supply of the requested medication and that after as of July 1, 2025, the member would need to submit a coverage request for the requested medication.
  
  On August 30, 2025, the members prescriber initiated a coverage request for the requested medication that was denied due to not meeting the plans criteria for coverage. An adverse determination letter was sent to the member and their prescriber.
  
  On September 4, 2025, the members prescriber initiated a coverage request for the formulary alternative of the requested medication that included updated chart notes and the required clinical information, and the request was approved until September 4, 2026. An approval letter 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,

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

  
  

  Customer Answer

  Date: 09/09/2025

  
  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 am stating for the record that they acknowledged they misinformed me yet refuse to apologize or show any concern for back and forth incorrect answers and directions.  The poor service was explained, but sadly they proved the horrid service I was disputing.  Lack of care for their customers, hence the reason I am seeking change of *** in open enrollment with my company this year. 
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:08/20/2025

  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.

  On August ******************** a subscription for L-Thyroxine 25mcg. Caremark responded by saying they need to know how the dosage was to be administered. My doctor sent another revised script including that dosage was 9 pills a week. Care **** sent another message saying they wanted to speak with the doctor to see how the pills were to be administered. I called and notified them the doctor had already emailed that information. They were adamant they would only accept a personal call from the doctor. Since I spent the better part of a hour on the phone most of which was on hold; I don't thing its ****** to expect a doctors office to spend that amount of time on the phone. If they did this for every patient they wouldn't have time to see their patients and since when does information over the phone take precedence over information in writing. I'm really not happy with their service, I can't find a place on their website to complain. In fact their website didn't even have a phone number to call. The only phone number in existence is the one on the back of the card for customer service. When I wanted to escalate my complaint the person on customer service would not escalate. This is a terrible company to deal with.

  Business Response

  Date: 09/11/2025

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

  Customer Answer

  Date: 09/11/2025

  [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:08/20/2025

  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.

  I have reached out to CVS Caremark Speciality team several times in regards to my medications. They keep giving me the runaround with no assistance and withholding my medications. I have coverage and they refuse to acknowledge the coverage and fill the prescriptions.

  Business Response

  Date: 08/22/2025

  Hello, 

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

  Customer Answer

  Date: 08/22/2025

  [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:08/20/2025

  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.

  Caremark is denying my Mounjaro, after receiving pre auth from my PCP. I am type 2 diabetic and have been covered for this medication via a prior insurance.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  BBB serving *********************, *****, ************, and *******
  ****************************************************************************************************************************************
  
  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on August 20, 2025. Thank you for the opportunity to address the members concern.
  
  The requested medication is a non-formulary drug for the members plan and is not covered unless the plan elected drug specific criteria is completed and the requirements for coverage are met. On August 13, 2025, the members prescriber submitted a coverage request for the requested medication that was denied because the prescriber did not provide clinical information supporting the members condition. An adverse determination notice 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,
  ***** *******
  Member Advocate
  
  

• Initial Complaint

  Date:08/19/2025

  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.

  Our daughter received an ** from her doctor's office. Apparently, the ** was sent to CVS Caremark, which is fine. However, I was not aware of this until I received the ** in the mail with a bill. No phone call to ask if we would like to fill the **, no phone call to ask if we could afford the co-pay, and wanted to move forward with the filling of the **. I immediately called CVS Caremark to inquire why this occurred and, due to the amount, requested to send it back, as it was still sealed and unopened. I was told that I couldn't. I then asked if I could apply a copay card to lower the cost of this unexpected and unapproved expense. I was told they would look into that. No one ever called me back. I then began documenting my attempts to resolve this via their secure message portal instead of calling, since that didn't get me anywhere. I have sent messages on 7/16, 7/25, 7/30, 8/6, and 8/19 requesting my copay card be applied to relieve some of the burden of the unapproved ** so that I could afford the ** since they will not allow me to send it back. However, I keep getting the same generic responses. I have also requested that a supervisor call me on 4 occasions, with no call. This is robbery. How many people does this happen to, just like me, who didn't approve an ** and cannot afford to pay for it.

  Business Response

  Date: 08/22/2025

  Good morning,  Please see our attached response.

  Customer Answer

  Date: 08/22/2025

  
  
  Better Business Bureau:
  
  I received a response via the customer portal for ********************** on 8/20 stating no further action on my end was needed. I also sent a confirmation email to them via the portal of ensure this wasnt recurring. 

   

  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:08/13/2025

  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.

  CVS Caremark is constantly failing to deliver the medicines I need to live. They constantly have glitches in their systems, and constantly fail to delivery these critical medicines.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  Better Business Bureau
  **************************************************************************************************************-4705
  
  Re:Complaint # ********
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on August 19, 2025. Thank you for the opportunity to address the Members concern.
  
  Member has been in the Adopt-a-Member program since June 20, 2024. ****** ******* is the Members Adopt-a-Member advocate.  Ms. ******* stated that she places all refills for the Member and reaches out to prescribers when a refill is required.  
  
  Ms. ******* stated that the Member is current on all medications. The Member has not called Ms. ******* to request any medication or to express any dissatisfaction, in a very long time. 
  
  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: 08/20/2025

  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 medications were not being refilled properly,  and I did contact the member advocate assigned to me,  but I did not receive any response.
  
  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: 08/27/2025

  August 27, 2025
  
  Better Business Bureau
  **************************************************************************************************************-4705
  
  Re:Complaint # ********
  
  Dear Sir/Madam:
  
  This ****** is in response to the correspondence we received from your office on August 25, 2025. Thank you for the opportunity to address the Members concern.
  
  Member has been in the Adopt-a-Member program since June 20, 2024. ****** ******* is the Members Adopt-a-Member advocate.  Ms. ******* stated that she places all refills for the Member and reaches out to prescribers when a refill is required.  
  
  Ms. ******* stated that the Member is current on all medications. The Member has not called Ms. ******* to request any medication or to express any dissatisfaction, in a very long time. 
  
  Ms. ******* stated she spoke to member on August 25, 2025, to inquire his concerns and he stated they had a little over a week left of the last prescription filled and he got concerned.
  Ms. ******* stated she spoke to member, and he is satisfied with where things stand and has no further concerns.
  
  
  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:08/11/2025

  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 taken it upon themselves to play God with people's health yet again. While Zepbound is working for millions of people who need it they do away with it and force us to use wegovy and if that dont work file and appeal with zepbound. Wegovy doesnt work like zepbond for my PCOS, obstructed sleep apnea, and my metabolism. Wegovy is making us ALL sick and we cant take it. If they do approve ******** for you after your appeals it is now unaffordable due to it not being formulated for the proper discount. I pay my monthly insurance premium and I should be able to get the medicine I need for the issues I am having.

  Business Response

  Date: 08/13/2025

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

• Initial Complaint

  Date:08/07/2025

  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.

  ********************** is the pharmacy that works with my insurance company to fill specialty prescriptions to be used at the doctor's office for infusions. I have been working with CVS Specialty for two weeks to try to get the prescription delivered so that I can get my infusion. The infusion was due to be administered on July 31, 2025. There have been problems and 'required clarifications' repeatedly such that the promised delivery was just missed for the third time, with another message that they were unable to ship the medication because a clarification was needed. This is despite the fact that I spoke for an hour yesterday with a resolution specialist, who was on the phone with both the doctor's office and the filling pharmacist. All clarifications had been completed, the pharmacist was satisfied with the prescription, and the order would be shipping overnight for delivery today. It did not ship, and the doctor's office received a voice message stating that further clarification was needed prior to the prescription being shipped. After spending 58 minutes on the phone with CVS Specialty Pharmacy on Friday, July 25, including speaking with the pharmacist, the medication was promised for delivery by noon on July 30 in preparation for the July 31 infusion. I received an email from ********************** on the morning of Monday, July 28, stating that a new prescription was required from the doctor's office, and that CVS was contacting the doctor's office. I received a voice message from *** Specialty on the afternoon of Monday, July 28 asking me to call CVS Specialty back. I contacted them on Tuesday, July 29, and they told me that they needed to speak with the doctor's office to get clarification on the prescription. I don't know why they had contacted me about this, but I agreed to contact the doctor's office to request that they get in touch with CVS. This cycle has repeated several times.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  BBB serving *********************, *****, ************, and *******
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  Complaint # ********
  
  To whom it may concern:
  
  This letter is in response to the correspondence we received from your office on August 7, 2025. Thank you for the opportunity to address the members concern.
  
  Upon review of this complaint, there was no pharmacy error in processing the prescription; however, there was a delay due to the need for clarification of the prescription. The original prescription stated infuse 480mg but included conflicting notes indicating a new dose of 510mg based on the members current weight, this was resolved with a new prescription. 
  
  Upon review, the pharmacist used professional judgment to seek further clarification regarding the frequency, which was outside the typical range. Although this second clarification was ultimately unnecessary, it was made appropriately and with professional discretion. 
  
  The issue has since been resolved, and the order was delivered on August 8, 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