Complaints

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

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• 

  CVS Pharmacy, Inc.

  1 Cvs Dr Woonsocket, RI 02895-6146

• 

  CVS Pharmacy, Inc.

  PO Box 53991 Phoenix, AZ 85072-3991

• 

  CVS Pharmacy, Inc.

  180 Somerville Ave Somerville, MA 02143

• 

  CVS Pharmacy

  940 N Main St Las Cruces, NM 88001-1124

• 

  CVS Pharmacy, Inc.

  2755 Canyon Springs Pkwy Riverside, CA 92507-0932

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:03/16/2023

  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 3/13/2023, I went to Target CVS at the Wareham location and purchased the prescription with the expectation of the Target $5 reward coupon to print from having over 10 scrips already previously on record and $5 Extra Bucks showing on my app to add and redeem in CVS store, which I do not. The coupone did NOT print and the pharmacy assist did not care and moved on to next customer. The $5 extra bucks ALSO disappeared from my app after the visit to Target, but I do have a screen copy before it did. Expiration date of 3/29/2023. (The Target rules are that we have a choice to get the Target coupon only at the Target CVS after 10 scrips are shown on the app. They do not honor their own rules and the employees do not care.) I made calls to CVS consumer relations on 3/14 and 3/15 to complain. I waste my time and travel which is 20 miles round trip each time to the Target CVS for prescriptions because I only want the Target $5 rewards, no CVS Extra Bucks.

  Business Response

  Date: 03/23/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ******************** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
  
  Our pharmacy health rewards program allots a $5 reward for every 10 prescriptions filled.  In reviewing ************************ account, she has filled 24 prescriptions to date and has earned $10 in rewards.  We do see she was issued a $5 reward on March 13th which was used.  While we do not see a second app reward in the amount of $5, we have issued a total of $10 in Extra Buck rewards. ******************** can send these rewards to her ExtraCare card or they can be printed at the coupon kiosk and are valid for 30 days. Target coupons can only be printed by the pharmacy staff at the time of a prescription purchase when the required theshold to earn the reward has been met.
  
  While we apologize for the inability to reissue a Target coupon, additional training on how coupons work with prescriptions as well as how to properly convert to a Target coupon will be provided to pharmacy staff.
  
  

  Customer Answer

  Date: 03/23/2023

  I am dissatisfied with receiving Extrabucks because they can only be spent in the CVS store. The reason our scrips go to Target is to receive the Target reward which we can spend IN TARGET. For that matter, the proper resolution is a Target gift card. CVS policy is that I can choose to receive the Target reward. Please see attachment on that policy. None of this was my fault and I wasted my time and gas which resulted in no Target reward printing out. So, a Target gift card should be given, NOT Extra bucks. I have spent countless times telling the pharmacy staff to understand that the Target reward is important to me but they do not want to address it. 
  -

  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,

  **** ***

   

   

  Business Response

  Date: 03/28/2023

  We regret that we have been unable to resolve ************************ concern. The Target coupons can only be printed at the time of sale when the threshold of filling 10 prescriptions has been met.
  
  We feel that all reasonable attempts have been made to provide a satisfactory outcome. 

  Customer Answer

  Date: 03/31/2023

  The fact that the cash register did not print Target coupons when I qualified with prescription s, then the option is to direct the pharmacy to write a gift card to me, and fix the cash registers at Target pharmacy to eliminate this issue. Until this is done your violating CVS policies on issuing Target coupon. 
  

  CVS has a sign posted at Target that after you meet number of prescriptions your used target 5 dollars coupons, which has been fulfilled on our end as a customer.
  ********************** clearly has false advertising and the Attorney Generals Office will be notified of this Better Business Bureau complaint and disregarding fulfillment as stated in advertising. An attachment has already been provided with complaint of the CVS Target policy.

  -

  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:03/15/2023

  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 called Cvs store **** in ********** ******* on 3/14/2023 to have them process my refill on 3/15/23. I do this because every time I try to process a refill for any medication I get to the store and it's either not done or a long wait. So I spoke to someone on the 14th I was advised that it would be ready after noon and that there would not be any issues with me picking it up. I waited 45 minutes for someone to pick up the phone that day. On the 15th I go to the pharmacy and The drive-through was closed per usual so I go inside and there is a long wait. There were about 10 people waiting in front of me. I get to the counter ***** helps me and advises me that they do not have any prescriptions ready for me and that I need to go to the next window and speak to the pharmacist. I speak to the pharmacist ******* who tells me so rudely that he cannot fill my prescription because my insurance is not paying for it. I said OK so can I pay for it out of pocket because I cannot go without this medication. He told me that no I cannot pay for it. I tried to explain to him that I have two customer profiles in ********************** is management system and that one is incorrect and outdated and does not have accurate information. I tried to give him copies of the correct insurance cards and he refused to take them. I then got in my car and drove 45 minutes away to store number **** in ************* with hopes of getting my medication refilled so that way I would not go without taking my medication. I get to that pharmacy and pharmacist on shift says no she can't either and gave me me the number to hip/Medicaid. Space I called them they said no issue on their end that it is an issue with CVS she hears the lady saying this proceeds to clock out and leave and tells me that she updated the new pharmacist who's clocking in which his name is ********. ******* also refused to fill and refused to allow me to pay to fill my refill that is overdue now. I've spent over 5 hours on this and face serious medical

  Business Response

  Date: 03/21/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ********************** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
  
  Our field leader has spoken with the pharmacists at both locations to try to identify what the issue was. 
  
  They where able to gather that ********************** went to store **** to pick up her prescription. The pharmacist there did not realize ********************** had 2 profiles. The staff was unable to process the prescription without the insurance and failed to check the second profile to see if her insurance might be there. ********************** had the prescription transferred to store ****, where the insurance was applied, but it rejected. The pharmacist provided the phone number to the insurance company for ********************** to reach out to. Patients who have state ******** plans risk their benefits if insurance is bypassed on prescriptions, thus we do typically require resolution of insurance rejections before dispensing. ********************** said she called the insurance to find out why the claim was rejecting. It can't be determined for certain, but it appears the insurance company updated something on their end to allow the claim to process. The prescription was filled at store **** and the pharmacy contacted ********************** to let her know it was ready for pick up. The prescription was picked up on Friday, 3/17/2023. Due to the drug class the medication is in, if the prescription has any refills remaining, they will have to be filled at **** and cannot be transferred out, per state law. 
  
  Our field leader has provided feedback and coaching to the pharmacist at store **** on what he could have done differently to better resolve the issue for future reference. 
  
  

• Initial Complaint

  Date:03/15/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to my local CVS, store number11081, to make a purchase and redeem Extracare rewards of $10. The cashier said the item (a toy) that I was trying to buy could not be found when she scanned it and she asked if there was another on the shelf. I got another and that one scanned, but she said my reward dollars were not showing. I believe that she took another customer and the rewards applied to their purchase because I had already entered my phone number. I called Extracare support and they gave me several transaction numbers that processed on my account, which are ****, ****, and ****. She could not tell me which transaction had my Extracare bucks because it takes ***** hours to post, but I left the store without making a purchase. I would like the $10 made available by credit or a gift card. I also had a small rewards balance that no longer shows in my account that I would like refunded.

  Business Response

  Date: 03/16/2023

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  We have issued $15 in Extra Bucks to ******************** ********** card.  These can be sent to her card or printed at the coupon kiosk and are valid for 30 days. 

  Customer Answer

  Date: 03/16/2023

  [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:03/14/2023

  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.

  Purchased a $200 Apple Gift card from CVS Pharmacy on ******** St. in ******, ** *****. The gift card did not work at all. I called Apple and they said it was a CVS issue. I went to my local CVS again and they said I need to talk to their customer Service. I called and put a case in about a month ago. They told me I would have a response in two weeks. Well it took a month and the repsonse was, no refund. Im very upset that CVS would steal $200 from a customer. This is completely insane. I literally gave them $200 and received nothing in return except a broken gift card. Refund my $200 or issue me another $200 card that actually works. I don;t care but I should get something for the money I spent. CVS caseID #S-8006510

  Business Response

  Date: 03/15/2023

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  Prepaid products are sold as a convenience to our customers, and CVS is responsible for the successful activation or reloading of these products, which we have confirmed and can also be confirmed on the original register receipt. CVS is not responsible for lost or stolen cards, or funds used without the cardholders authorization.

  Customer Answer

  Date: 03/15/2023

  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

   

   Hello,

  This is not acceptable because CVS took my $200.  They stated this....

   CVS is not responsible for lost or stolen cards, or funds used without the cardholders authorization.

  None of these 3 things happened. I still have the card so it's obviously not lost or stolen.  The funds never got used so nothing got used wihtout a cardholders authorization. I was sold a defective product that just didn;t work at all. If I am not reimbursed then CVS is just stealing from me.  They received $200 and I received a broken product which has no functionality.  It's crazy that they sell a product that's broken and won't make good on that product when it's defective.  If they don;t giv eme $200 back you are allowing a giant corporation to steal from its customers. Who's knows how many people this is happening too.  My local store told me this happened at least 5 times the week I purchased my card.

  
  Regards,

  *******

   

   

  Business Response

  Date: 03/17/2023

  I understand ************************ concern and apologize that we are unable to assist further.
  
  Our Gift Card Research team thoroughly researched this matter and confirmed that the card was successfully activated at the time of purchase. Once the card is activated, the funds are electronically transferred to the vendor, in his case, Apple. Since CVS no longer has the funds, we would not be able to issue a refund and we would have to direct him to Apple for further assistance.
  
  Again, I deeply apologize that we are unable to further assist but assure you that we have exhausted all of our resources.

  Customer Answer

  Date: 03/20/2023

  Spoke with Apple and they said this is a CVS problem.  They said they will credit back if it was purchased through their website but not through third parties.  Bascially, no one wants to take responsibility and the ONLY loser is me the person that is out $200. It sounds like big business wins as usual and the little guy is screwed.  There should be a process that is set up betwen apple and CVS (or any other third parties) that can quickly and efficiently fix this problem.  It's a trackable gift card that someone can see isn't used.  Void the card and issue another one. I was hurt by a product CVS sells.  Take ownership, contact Apple, and get it fixed please.

   

  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:03/13/2023

  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 Friday, March 10, 2023 I called the location in **********, ***** and was told to come in to pick up prescription, told $5.00. I got there and the pharmacy was closed for lunch. Asked for manager and employee told me they always close for lunch and that I could wait the 30 min till they opened. I said i was not going to wait and the employee smuggly said I was rude. When I got home I made a call to their headquaters and spoke with someone.I go back today (Monday, March 13), wait in a line for 10 minutes. My prescriptions is now $10.00 since I was told that only one of my prescriptions had a cost of $5.00 when I called on Friday, March 10 and the other one did not have a cost. When I went to pay and got my receipt I notice $10 change due back and in spite of not selecting cash back, I get rung up for $20.00. Had I not been paying attention, wonder where that extra $10.00 would have gone. CVS has gone down hill in the last 20 years.I have moved to a different pharmacy here in **********. One that cares about their customers.

  Business Response

  Date: 03/17/2023

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  Our field leader has reached and spoken to ********************* to explain that the pharmacy does close each day from 1:30 to 2:00 so the staff can have lunch.
  
  It was also explained the additional $10 charge is from choosing the cash back option on the register and can only be initiated by the customer.  ********************* did state that the other $10 on their receipt was showing as a $10 cash back on their debit card statement. 

  Customer Answer

  Date: 03/20/2023

  Why can your staff stagger their lunches like all other business, that way if a customer needs their medications there is someone to help?  That's the part we don't agree with.  Plus your DM was not really helpful and understanding.  If you look at your ****** Reviews you would see more complaints from your customers regarding this location. Also why wasn't I not told at the time I called regarding my medication that they take a lunch during that time instead of finding out when I got there?    
  
  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:03/13/2023

  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.

  3/13/2023, tooth extracted and medication called to CVS by DDS Stuts. Reading over medications and my husband called CVS at 1:28 pm to advise them to fill only 2, the antibiotic and the pain medication. ***** advised that was suspicious and decided to call my Oral Surgeon, because she stated that it was suspicious that I only wanted the pain medication. I put her on speaker for my husband to listen to her. I restated the fact that Im allergic to NSAIDS ( should be on file at CVS) I have the rinse, dont need the nausea medication and I just want to buy the antibiotic and pain medication. She considered that to be drug seeking and that made me very Angry, my molar was extracted less than 29 minutes ago. My husband asked WHY he cant just pick up what we need and she told him Its not what the ******* Dr prescribed and then she REFUSED to fill ANY medication. I called my surgeon and told him exactly what ***** said. My Surgeon has 3 surgeries to perform today and doesnt have time for CVS Prescription Games, and hes the Surgeon who prescribed the medication, a bit frustrated that a Pharmacy Technician would refuse and call him 2 times sent my prescription to **********

  Business Response

  Date: 03/21/2023

  On behalf of CVS Pharmacy, Inc. I would like to apologize to ****************** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
  
  The pharmacist explained to ****************** that they would need to contact the prescriber first before dispensing her medication as ensuring that patients with a legitimate medical need have access to medication is part of CVS Pharmacys purpose of helping people on their path to better health.  At the same time, the abuse of controlled substance medication is a nationwide epidemic that is exacting a devastating toll upon individuals, families and communities. Pharmacists have a legal obligation under state and federal law to determine whether a prescription for a controlled substance was issued for a legitimate purpose; they evaluate each controlled substance prescription and consider a variety of factors when exercising their professional judgment as to whether or not to fill a controlled substance prescription. 

  Customer Answer

  Date: 04/05/2023

  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. 

  See attached 

  ***

   

   

  Business Response

  Date: 04/12/2023

  At this time, we are engaging with our team members to investigate and resolve the customers concern as appropriate. CVS will provide a further reply soon as possible, if there are any concerns regarding timing of a response,please let us know. 

• Initial Complaint

  Date:03/13/2023

  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 Pharmacy **************************************. Pharmacist *********************************** has been harassing me for over 1 year. Twice she has deliberately shorted me on my medication. My prescription from 1/30/2023 the bottle states the quantity is 180. This Pharmacist only gave me 80 pills. She shorted me 100 pills. This woman needs to be reprimanded to the highest extent and fired. This is also Insurance Fraud. Last year I transferred my prescription to Kroger. ********************************* told them to harass me because I am a Black Female. ****** told me that they were too busy to fill my meds so I had no choice but to switch back just so I could get my meds. I want to talk to the *** of the *********** want to be compensated for pain & suffering.

  Business Response

  Date: 03/15/2023

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ************** sharing her concerns and the opportunity to address them here.
  
  Our field leader has reached out to ************** to apologize for her poor experience.  She has addressed the incident with the pharmacy team to ensure it does not happen again. 
  
  Our field leader has also confirmed that a $100 gift card will be mailed out to ************** today to compensate for her experience. 

  Customer Answer

  Date: 03/16/2023

  [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:03/13/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The level of service, along with the price you have to pay for your prescriptions, depends on who is working that day and their level of experience. It also depends on if they are willing to listen and can be bothered to look into the information that you are giving them.Every 90-days, I get a prescription for Janumet 50-1000MG sent to the pharmacy. The price is between $400-$500 before the manufacturer coupon. I usually call and have the prescription broken-up into three 30-day prescriptions, which drops the price to between $9-$12/month. Occasionally, this is done with no problems, but most of the time, it is like an act of God. Once the initial 30-day prescription is done using the coupon, usually getting the other two refills is no problem.On 3/9/23, my prescription was automatically refilled(which I have turned-off on multiple occasions online & also verbally told them to turn-off but still happens) and I saw the price of $464. The price is not correct, since that is the price for a 90-day refill, where I should still have two (30-day prescriptions) left. I called to discuss with the pharmacy but was just kept getting told that was the correct price. I asked them to look at last month, which they admitted was approximately $9 for the refill. I was also told, when I asked about the manufacturer coupon, that it only allowed for 12 lifetime refills, which I know is not true because I have been using the yearly coupons for over 4 years now!!I need to have CVS review this issue and correct my payment amount - because I need the medication and don't need for them to take advantage of their customers. I have asked for notes to be added to my account, but for some reason, notes cannot be put on their system, or so I've been told.I have tried to call the store manager, but just get put into an endless loop of transfers. The one time I did get to leave a message, no one bothered to call back.

  Business Response

  Date: 03/15/2023

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ****************** sharing his concerns and the opportunity to address them here.
  
  Our field leader has partnered with the pharmacy team and found when running the claim in the same way it has been in the past  they are receiving a rejection from the system stating the maximum usage of the voucher is 12 per lifetime. 
  
  The Coupon is a ******** Loyal Script for Janumet 50-1000mg. Mr. ********************* need to contact their coupon customer service or get a new coupon in order to continue to get it to reduce his copay.
  

  Customer Answer

  Date: 03/16/2023

  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. 

  [Again, the current prescription was approved for 90-days and was filled last month.  This has already been confirmed with CVS and my insurance.  I had it broken-up into three 30-day prescriptions and I paid approximately $9 for the 1st 30-day prescription.  That means there should be two 30-day prescriptions left on file - without having to use the coupon again(should only count as one use of 90-days).  I have done this previously.

  Also, I just looked-up my current pick-up price, and it has changed from the original $464 to now showing $159.68 - why the change and what does that represent??  Again, it looks like an arbitrary price!!

  I will get a new coupon, if necessary, but don't believe it is necessary at this time.]
  
  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: 03/21/2023

  At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate (patient name) sharing (his/her) concerns and the opportunity to address them here.

  Our field leader has confirmed Mr. ************;provided a new coupon and the pharmacy team was able to update it and got him his medication at the discounted price. He was also taken off of ready fill. ****************** will be able to pick up his medication today.
  

• Initial Complaint

  Date:03/12/2023

  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.

  id like refund for all the order back to my original payment method as I sent back all the items in this order ********* I returned all the products using prepaid *** return label provided bt the agent ****** is the order total

  Business Response

  Date: 03/15/2023

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the corrective action if necessary.

  
  
  Due to technical issues with the first refund submitted, a manual refund was processed in the amount of $550.78. The customer was phoned and has been advised.

  
  
  

• Initial Complaint

  Date:03/11/2023

  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.

  On 3/9/2023 i purchased 4 durcell bstterys at $8,96 with over $9.00 in extra care case loaded in my account. The line was long so i checked on s prescription them returned to auto checkout. I asked the security guard for assistance but he referred me to the one teller who was busy helping someone with photos.I am a disabled veteran and needed help, I.D .# ***************** (****) I was unable to use my extra care bucks and no one would credit or help me. This is no way to treat a senior disabled veteran. ************************************ **************/9/23 @ 6;49pm My credit on my extra care card was not applied.Truly

  Business Response

  Date: 03/11/2023

  On behalf of CVS Pharmacy, Inc., we are very sorry to learn about the events that transpired with *****************************. At CVS, our goal is to make our customers shopping experience easy. Whenever we find that we have disappointed a customer, we believe it is important to understand what happened and take the correct action.
  
  In order for us to properly research the transactions, we would need more information. Please attach to the Better Business Bureau complaint a copy of the printed CVS receipt. We are looking for the store number, transaction number, and total paid- usually found on the top of the receipt. Please make sure to also include either an attachment of the printed Extrabuck rewards in question or screenshots of the Extrabuck rewards from your app.   
  
  

  Customer Answer

  Date: 03/13/2023

  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
  CVS  did not apply my extra bucks to my purchase . 
  Regards,

  *******

   

   

  Business Response

  Date: 03/16/2023

  At CVS Pharmacy, Inc., our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the corrective action if necessary.
  
  I have spoken directly with ****************** and would like to again apoligize for his experience.
  
  I have issued $15 in Extrabucks to ********************** ********** card.  The Extra Bucks can be sent to his ********** card or printed at the coupon kiosk and are valid for 30 days.