CVS Pharmacy

On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the problem she encountered with the billing at her local Minute Clinic At CVS, our goal is to be a trusted partner in our customers' health care When we find that we have disappointed a customer, we believe that it is important to understand what happened and to take the appropriate action It is our understanding that a Manager and a Lead Customer Service Representative for Minute Clinic have attempted to reach Ms [redacted] on multiple occasions without success The voicemail for the number we have been provided is full, so unfortunately a call back number was not able to be provided We invite Ms [redacted] to reach out to our Minute Clinic Customer Service Lead, [redacted] , at [redacted] in order to address and work toward a resolutionThe incident number for her concern is [redacted] .Regards,*** Senior Customer Relations Representative

In order to properly investigate your concerns, we are in need of additional information Please provide us with the following information: Member ID number, Date of Birth, and the medication in questionPlease confirm if this request is for yourself or for someone else on your account

Revdex.com: 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 # [redacted] Please add your rejection comments belowIt was not communicated to me about a days policyI clearly asked if this would fall under the umbrella of their 100% satisfaction guarantee on beauty purchases and was told YES! It could have been returned at the store within days if their store employee knew had to handle the transaction! I've been an Extracare Customer many yearsAnd have spend times more than this at your storeI have not control of what is keyed into your system or training your employees! I started emailing when your employee claim they didn't see where I called or receive the item! I shop at the store all the timeIf they knew how to handle the transaction, I would have taken it there! I live less than two miles from the stores Regards, [redacted] ***

Revdex.com: 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 # [redacted] Please add your rejection comments below First of all I don't appreciate the corporate calling me and asked me for my personal information before apologize I'll show any sympathy for me however Ms [redacted] did call me and she did apologize however this is not about only apology this is about the policy that CVS and the way they allow their employees To conduct their souls as they please with no regard to the customer respect ,, I would like to see explanation what measures and what steps will be taken against the specific person and explanation why did he do that to me despite the fact I never met him before I never seen him before why there is so much disrespect and bad service just because I need answers I will keep this complain [redacted] until I give this to the highest level in CVS I'm trying to target to go toward cost of the problem apology will not fix it but Engine policy well Regards, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at with the CVS brand Clacium Chewables At CVS, 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 correct action In hopes of clarifying Ms [redacted] 's concern, we would like to provide an explanation of statement on the labelThe label on the product directs the user to take one tablet at a time twice a day, therefore defining one tablet as a servingIf we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at 1- [redacted] (1- [redacted] ) and reference incident number [redacted] .Thank you, [redacted]

RevDex.com: 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 # [redacted] . Hello,I have responded to ***'s email: "What is the 4 digit access code? I see only the card number and a pin number. The pin number is a 3 digit number." Regards, [redacted] ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with her online canvas photo order.At CVS, 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 correct action. We take the responsibility of serving your needs seriously, as a resolution to the error that has occurred within our systems weare providing customers a one-time use 60% off Canvas Prints order offer in the email. Customers who placed multiple orders will receive multiple apology emails with these onetime use promo codes. If you choose to take advantage of the 60% off offer, your canvas’s are saved in your account. After logging in go to your order history, click on the order number and then the “Reorder” button. From there, enter your promo code at check out.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] option 3 and reference incident number [redacted] . Regards [redacted] Senior Customer Relations Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mrs [redacted] for the problem she encountered with her online canvas photo order At CVS, 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 correct action We take the responsibility of serving your needs seriously, as a resolution to the error that has occurred within our systems we are providing customers a one-time use 60% off Canvas Prints order offer in the emailCustomers who placed multiple orders will receive multiple apology emails with these onetime use promo codes.If we can be of further assistance, Mrs [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted]

Revdex.com: 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 # [redacted] CVS has taken zero responsibility for this although the fraud was committed while the cards were under their careCVS will never have my business again Regards, [redacted] ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the service he encountered at his local CVS PharmacyAt CVS, our goal is to make our customers' shopping experience positive When a customer concern is brought to our attention we believe it is important to understand what has happened and take necessary steps towards a satisfactory outcome.It is our understanding from the District Manager that Store Manager [redacted] has spoken to Mr [redacted] about his experience [redacted] assured him that his concerns will be fully addressed with the appropriate staff member in addition a $CVS gift card was sent to Mr [redacted] for the inconvenience this experience caused If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] [redacted] and refer to incident number [redacted] .Regards,***Senior Customer Relations Representative

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the experience she had when trying to use a 20% off coupon on his front store purchase at his local CVS At CVS, 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 correct actionI reviewed customer purchase and verified response given by CVS Extra Care Representative was correct I called Mr [redacted] and left detailed voicemail informing his that response he was given by CVS Extra Care Representative was correctI directed Mr [redacted] to CVS website for CVS Coupon Policy If we can be of further assistance Mr [redacted] can reach out to our Customer Relations Department at [redacted] ( [redacted] ) and reference incident number [redacted] .Regards, [redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon, We have confirmed with our Digital Team that the coupon appearing in the cusotmer's account was in error as the reward had already been issuedWe have addressed the issue and the offer should no longer appear on the account.Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for his experience with CVS/pharmacyAt CVS, our goal is to be a trusted partner in our customer’s health careWhen we find that we have disappointed a customer, we believe that it is important to understand what happened and to take the appropriate actionIt is our understanding that our Prescription Records Department had also received a request from Mr [redacted] for his prescription recordsWe have sent Mr [redacted] the prescription records that we are able to produceUnfortunately, Mr [redacted] is asking for prescription records beyond the timeframe of records that we keep and we are unable to produce the requestIf we can be of further assistance, we invite Mr [redacted] to contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident [redacted] Regards, [redacted] Customer Relations Supervisor

May 5, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and VermontDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-Complaint ID: [redacted] / [redacted] *** To whom it may concern:CVS Specialty Pharmacy is the dispensing pharmacy for the prescription benefits portion of Mr [redacted] ***’s health plan for specialty medications Thank you for the opportunity to address Mrs [redacted] ***’s concern, on behalf of Mr***, as expressed in Complaint ID: [redacted] Upon review of this concern, the order in question was originally placed on January 11, with a patient copayment responsibility of $2,Outreach calls were made to Mr [redacted] to gain payment authorization due to the high cost and consent to ship the orderOn January 18, 2017, Mr [redacted] contacted specialty but did not complete his order and stated he would contact us back with copayment assistance program informationOn January 28, 2017, our specialty pharmacy reached out to Mr [redacted] and he stated he had not received his copayment assistance and would call back when he received itOn January 30, 2017, our specialty pharmacy received a ”too soon to fill” rejection because the medication had been processed at an alternate pharmacyThe next date specialty pharmacy could fill this medication through the benefit would be on February 23, On February 23, 2017, specialty pharmacy reran the claim and the medication paid with a copayment responsibility of $2,The copayment assistance program was in place leaving Mr [redacted] responsible for a $copaymentOn March 1, 2017, when Mr [redacted] called in to place his order for the medication it rejected due to prior authorization expiringOn March 3, 2017, the prior authorization process was initiated and paper work was sent to the prescribing physicianWhen the prior authorization department did not receive a completed response the request was closedA second attempt was processed on March 14, and once again prior authorization did not receive a completed response and therefore the request was once again closedOn April 21, 2017, prior authorization was completed and deniedAfter further review of clinical criteria and additional information received from the prescriber, the medication in question was approved on April 24, thru April 24, The copayment assistance program was in place and paidThe order was generated and shipped the same dayThe order was delivered on April 25, We value Mr [redacted] as a member and we are confident that future service will consistently reflect our commitment to our purpose, “helping people on their path to better health.” Should you or Mrand Mrs [redacted] have any additional questions or concerns, please do not hesitate in contacting me at 1- [redacted] Sincerely, [redacted] Member Advocate

April 7, 2016 RevDex.com [redacted] Complaint ID: [redacted] / [redacted] To whom it may concern: CVS/caremark administers the prescription benefits portion of the health plan for [redacted] , of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on March 31, 2016. Thank you for the opportunity to address Ms. ***’s concerns as expressed in Complaint ID [redacted] . Upon re-evaluation of the concern, we are still unable to resolve this in a favorable matter for Ms. ***. We have confirmed that CVS/caremark cannot make any changes to Ms. ***’s prescription benefit plan design. If Ms. [redacted] wishes to dispute or change her coverage, she would need to contact the primary policy holder’s employer or human resources department. We did review Ms. ***’s interactions with our customer care team and we recognize that there were several opportunities for additional training and coaching for our staff. Feedback has been provided to each member of the customer care team with whom Ms. [redacted] interacted with. Please note that our goal is to ensure that our valued customers receive only the highest level of customer care. We sincerely apologize for any frustration or inconvenience that Ms. ***’s experienced. We value Ms. [redacted] as a member and we remain fully committed to our purpose of "helping people on their path to better health". Should you or Ms. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] . Sincerely, [redacted] Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to provide clarification regarding Ms***’s experience at her local CVS Pharmacy At CVS, our goal is to be a trusted partner in our customers' health care When a customer concern is brought to our attention we believe it is important to understand what has happened and take necessary steps towards a satisfactory outcome.It is our understanding that Pharmacy Supervisor [redacted] has investigated and addressed this matter with pharmacy staff, including the Pharmacy Manager It has been established that Ms***’s concern pertains to a prescription that has not been filled since In such instances common pharmacy practices dictate that if a customer wishes to continue with a medication after such a period of time they must contact their prescriber before proceeding We have determined that the medication which was received by Ms [redacted] was a refill of a prescription had been filled earlier in the summer As the customer did not make her expectations clear until after the medication was purchased we have determined that our pharmacy team members have acted appropriately within our return policy for medications While our office initially had an opportunity to speak with Ms [redacted] this matter, she has not reciprocated the efforts of our Pharmacy Supervisor to assist further.If we can be of additional assistance we invite Ms [redacted] to contact Customer Relations at 1- [redacted] (1- [redacted] ) and refer to incident number [redacted] .Thank you, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered at his local CVS using his coupons At CVS, 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 correct action We have investigated Mr [redacted] ’s concerns and all the appropriate parties have been made aware of his feedbackWe have also issued Mr [redacted] a $ExtraBucks coupon that will be available on 08/12/and valid for daysIf we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (###-###-####) and reference incident number [redacted] .Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered at his local CVS regarding the return of his prescription At CVS, 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 correct action We have reviewed Mr [redacted] 's pharmacy profile and can see that he has received a refund on this prescriptionPer our pharmacy return policy we are typically not able to take prescriptions as returns once the prescription has left the pharmacy as we cannot return items to stock, or utilize the prescription in any other way If we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at [redacted] ) and reference incident number [redacted] .Thank you,***

Revdex.com: 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 # [redacted] Regards, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mrs [redacted] for the problem she encountered at her local CVS regarding her photos At CVS, 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 correct action It is our understanding that District Manager [redacted] has investigated and addressed this matter with store staff, including the Store ManagerMr [redacted] had the pictures remade and expressed shipped them to the store He contacted the cusotmer who was satisfied with the resolution of the incident.If we can be of further assistance, Mrs [redacted] can reach out to our Customer Relations Department at [redacted] ) and reference incident number [redacted] .Thank you [redacted]