CVS Pharmacy

Good Afternoon, At this time we would greatly appreciate if Ms [redacted] could forward a photo of the flyer she received as we do not have a record of one going out via mailOur Extra Care team reviewed their system and we do not have a mailing address on file for Ms [redacted] for her Extra Care card ending in If Mr [redacted] has another Extra Care card if she could please provide that full card number as well so we can investigate furtherThank 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] [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted]

April 24, Revdex.com of Eastern MA, ME, RI, & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752- Complaint ID: [redacted] / [redacted] To whom it may concern: CVS Caremark administers the prescription benefits portion of the CareConnect Insurance Co health plan, of which Ms [redacted] is a memberThis letter is in response to the correspondence we received from your office on April 11, Thank you for the opportunity to address Ms [redacted] ’s concern as expressed in Complaint ID: [redacted] Upon review of Ms [redacted] ’s concern, we verified she had an active prescription on file and it was enrolled in our auto refill programOn April 7, 2017, Ms [redacted] called customer care and advised that she has since started using the [redacted] ® and was therefore using a larger quantity of medication than originally prescribedMs [redacted] was advised that an override could be placed to allow her to fill a new prescription reflecting the change in amount of medicationOn April 8, 2017, Ms [redacted] called customer care to verify that we had received the new order from her doctor and was told that we had the new prescription and it was in processOn April 10, 2017, Ms [redacted] called customer care to get the status of the new order because she was running out of medicationCustomer care advised Ms [redacted] that the order had shipped but they were unable to provide a tracking number; this was not correct information Ms [redacted] had to call customer care on April 11, when she had run out of medication and her order had not been deliveredWhen Ms [redacted] spoke to customer care she advised them that she had previously been told her order had shippedMs [redacted] was told that her order was still in process and had not shippedCustomer care advised Ms [redacted] that they could assist her with a short term supply at her local pharmacy until she receives her medication in the mailAn override was entered to allow the medication to be filled at a local pharmacyMs [redacted] was charged a $copayment which has since been credited to her accountThe order in question shipped on April 11, via [redacted] and was delivered on April 12, Lastly, upon completion of our internal investigation; it has been determined that our customer care team failed to meet our level of expectations Upon review of Ms [redacted] ’s interaction with the customer care team, 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 I contacted Ms [redacted] to review our findings and to offer her my contact information should she need further assistance We sincerely apologize for any frustration or inconvenience that Ms [redacted] experiencedWe value Ms [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 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 convey our regrets that we have been unable to fully resolve Mr***'s concern We have further confirmed with our Digital Photo team members that the 60% off Canvas Print offer is an appropriate solution given the nature of the system error that the customer experiencedWe would also like to apologize that we referred to the customer inaccurately our previous responseWe welcome Mr [redacted] to contact out Customer Relations team members at [redacted] ( [redacted] ) and refer to incident number [redacted] with any further questions.Thank you, [redacted]

In order to properly investigate your concerns, we are in need of additional information Please provide us with the following information: Member ID number and Date of Birth so we can locate your account and address your concerns

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for the experience with CVS/Caremark in regards to the billing of a prescriptionAt CVS, our goal is to make our customers' experience easyWhen 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 our Third Party Billing Agent [redacted] has investigated and addressed this matterMr [redacted] had spoken with Ms [redacted] in late October and reviewed each script in question Ms [redacted] has agreed to accept a check in the amount of $which represented the balance owed to the insurance companyThe check was processed by our bank on 11/02/and should be received by Ms [redacted] shortlyIf we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted] .Thank you, [redacted]

We do not dispute this claimWe did agree to take care of the items our customer mentionsWhen I last spoke to the customer it was over the Christmas holiday and we were running on skeleton crew at the timeI did tell the customer that I would get with our guys and get it taken care ofI did forward the message on to the construction office and assumed it would be scheduled and work completed when everyone was back after the first of the yearI did not follow up and should haveI just assumed that it had been taken care of since I did not hear anything further from our customerI will contact our customer and schedule a time to get these items completed

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] My issue is not resolved the $extrabuck was given due to the inconvenience caused since 5/29/regarding the issue Also, my credits for pharmacy and beauty rewards has NOT been resolved Once my white card is updated to show the pharmacy credits and over $beauty rewards to give me my credit, then I will be okay See my complaint below about your supervisor who yelled at me and told me I could not use her name in my complaint UnprofessionalI AM MORE THAN UPSET AND PISSED OFF REGARDING SEVERAL DISCUSSIONS I HAD WITH CVS STAFF REGARDING AN ISSUE WITH MY CVS CARD I HAVE CALLED CVS SINCE 5/29/DUE TO AN ISSUE RECEIVING CREDITS WITH THE BEAUTY REWARDS AND THE PHARMACY REWARDS LET ME START HERE, I TRANSFERRED MY RED CARD # [redacted] TO MY WHITE CARD # [redacted] BACK YEARS AGO WHEN I RECEIVED THE WHITE CARD DUE TO MY CURRENT PART TIME JOB AT [redacted] *** I HAVE NEVER HAD AN ISSUE WITH THE WHITE CARD UNTIL THE MONTH OF MAY I HAVE CALLED CUSTOMER SERVICE SEVERAL TIMES SINCE I DISCOVERED THE ISSUE AND TODAY WAS MY LAST CALL DUE TO THE SUPERVISOR NAME [redacted] WHO IN THE END WOULD NOT LET ME SPEAK AND TOLD ME I BETTER NOT MENTION HER NAME IN MY COMMENT WELL, I HAVE NEVER EVER BEEN SO DISGUSTED WITH YOUR CUSTOMER SERVICE DEPARTMENT SINCE MAY UP TIL TODAY I FILED A Revdex.com COMPLAINT LAST WEEK # [redacted] DUE TO NUMEROUS ISSUES LET START WITH THE PHARMACY REWARD I WAS SEVERAL TIMES BY YUR STAFF THAT MY HIPPA WAS NOT COMPLETED SINCE WHICH WAS A LIE SINCE A CVS REPRESENTATIVE ON 6/14/TOLD ME SHE LOCATED MY HIPPA DOCUMENTS ON THE RED CARD ACCOUNT AND THE MEDICATION I PICKED UP ON 5/24/FOR DAY MEDICATIONS WOULD HAVE GIVEN ME MY DOLLARS PHARMACY REWARD CREDIT WELL I WAS TOLD I WOULD RECIVE AN UPDATE TO MY PHARMACY REWARDS WHICH REFLECTED PHARMACY CREDIT AS OF A RECEIPT DATE ON 5/15/ AS OF 5/24/17, I SHOULD HAVE RECEIVED CREDITS FOR THE DAY PESCRIPTIONS I PICKED UP WELL I WAS TOLD TODAY BY THE RUDE CVS STAFF THAT I DID NOT HAVE AN ACTIVE HIPPA TO RECEIVE CREDITS HOWEVER I WENT DIRECTLY TO MY CVS I PICK MY MEDICATION UP FROM AND THEY INDICATED NO HIPPA WAS NEEDED ON 5/24/WHICH WAS WHEN I PICKED UP MY MEDICATION SINCE AN ACTIVE HIPPA WAS PRESENT WHEN YOUR STAFF CALL MY A LIAR WHEN I HAVE RECEIPTS, IS UNCALLED FOR NOW LETS DISCUSS BEAUTY REWARDS I SPOKE WITH A CVS REPRESENTIVE ON THE 14TH OF THIS MONTH AND SHE TOLD ME MY RED CARD ACCOUNT WAS NOT TRANSFERRED TO MY WHITE CARD ACCOUNT PROPERLY WHICH HAS AFFECTED MY ACCOUNT NOW WHERE I AM NOT RECEIVING BEAUTY OR PHARMACY CREDITS MY RED CARD ACCOUNT WAS TRANSFERRED TWICE IN A WEEK AND IT IS STILL NOT UPDATING THE BEAUTY PURCHASES I JUST MADE WE TESTED THE CARD AND I WENT TO THE STORE AND PURCHASED ITEMS TO SEE IF THE BEAUTY REWARDS WOULD WORK AND ITS NOT I THINK I NEED A NEW WHITE CARD BUT I REFUSED TO CALL YOUR RUDE STAFF BACK SHE YELLED AT ME AND LAST WEEK ANOTHER SUPERVISOR PUT ME N MUTE NOT TO HEAR WHAT I HAD TO SAY I REQUESTED THROUGH THE Revdex.com A $CVS GIFT CARD FOR THE INCONVENIENCE THIS MAKES ME WANT TO GOT ELSEWHERE FOR MY MEDICATION IF I DID NOT KEEP MY RECEIPTS, I WOULD NOT SEE WHAT HAPPENED WITH MY CARD SO I AM VERY UPSET AND [redacted] OFF AT THIS POINT Regards, [redacted] ***

Good Morning, As noted prior we can confirm that Ms [redacted] 's medication is awaiting pick up at her pharmacy with a $co-payWe believe that all reasonable efforts have been made to provide assistance and a satisfactory outcomeShould Ms [redacted] have further questions we again welcome her to speak to the pharmacy directly or reach out to our Customer Relations team at 1- [redacted] and provide reference number [redacted] .Thank you,***

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [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 Mrs [redacted] is a memberThis letter is in response to the correspondence we received from your office on June 11, Thank you for the opportunity to address Mrs [redacted] concerns as expressed in Complaint ID: [redacted] Our records support that the medication in question was received on June 6, via electronic prescription from Dr [redacted] officeThe prescription for the medication in question was not requested nor initiated by CVS/caremark Our filling pharmacy does not accept and does not return to stock unused portions of prescriptions that are returned by our members because we would no longer have any assurance of the strength, quality, purity or identity of the medication For this particular situation, CVS Caremark’s return policy does not allow for the return of medication for credit If the recipient refuses the shipment or returns the medication outside of acceptable reasons for a return under our policy, the recipient is still responsible for the full copaymentAs a onetime courtesy we have sent Mrs [redacted] a mailer to return the unused medicationOnce our filling pharmacy has received the returned medication Mrs [redacted] will receive full credit We value Mrs [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 Mrs [redacted] have any additional questions or concerns, please do not hesitate in contacting me at ###-###-####Sincerely, [redacted] Member Advocate

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] I understand that the position of the pharmacy is to not accept return on items that their storage conditions cannot be verified The multiple issues by which CVS is at fault have not been addressed in its response -First, the medication is a controlled substance and they will not accept a return for its proper disposal -Second, this issue has been a constant pursuit since April of this year Addressing this issue now as ‘we can’t do anything now since the medication was issued in February’ is labeling us as at fault for not resolving the issue sooner As it seems, a business as big as CVS believes it can just drown the common customer with delays until they eventually give up.-Third, they indicated that the medication is covered at 100% despite only actually being covered at 0% This is without a doubt an error on behalf of CVS Had they properly identified the coverage level at the time is medication was issued, all of this could have been avoided Instead, CVS saw a chance to make a money grab and took it and is now saying, ‘oh since you didn’t recognize OUR error in the minute amount of unspecified time provided, we cannot reimburse you’ Each of these reasons require a response And the last two, each individually, are sufficient to warrant a refund.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] I am requesting that the card which said it as printed and never was because the machine in the store was malfunctioning be reissued There is no such thing as cannot Otherwise they can forward this complaint to the CEO of their company and also fix the consistent malfunctioning machine in the store Regards, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at her local CVS regarding her not receiving the correct sale price for her items 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 the store staff, including the Store ManagerMs [redacted] was correct in that she should have received Buy One Get One 50% the products she was purchasingThe store will honor the sale price for her as well as provide Ms [redacted] with a $gift card for the inconvenienceMr [redacted] has reached out to Ms [redacted] to provide the resolution but has been unsuccessful in speaking with herIf we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at 1- [redacted] ) and reference incident number [redacted] .Thank you,***

On behalf of CVS/pharmacy, I would like to respond and apologize to Mr [redacted] for the problems she encountered at her local CVS Pharmacy, regarding the price of medication which was processed through his insurance 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 this matter has been investigated by Area Pharmacy Supervisor, [redacted] Ms [redacted] has spoken with Mr [redacted] to discuss the findingsShe explained that when she called [redacted] at Caremark’s help desk they confirmed that all three prescriptions were rejected as not covered Mr [redacted] was directed to his benefit manager for any other concerns about coverage In the meantime with Mr***s approval, our pharmacy will offer to use the TN discount card to help with the prices of the medicationsIf we can be of further assistance, we invite MsCasey to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted] .Regards, [redacted] Senior Customer Relations Representative

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 Regards, [redacted] they didn't solve the problem, the same day that I ask Mr[redacted] for the apology from his worker Mr***, and he told me I dont know if Mr [redacted] in the store or not he is the distrect manager and he dont know the schedule for one of his store manager, I told him normally they came the same days and I have the insident with Mr [redacted] on friday, and Mr [redacted] called me on fridayso I stoped by the store on friday just to know that they lie the point that Mr [redacted] made this in purpose and he dont want to appology, I found him there june around 2:PM and when he saw me he just look at me and laugh, so Mr [redacted] your manager want to proff to me that I am not welcome in the store and he can do what he want, even you Mr [redacted] when I told you I hate to deal with this pharmacey you give me advise that I can go to the next door CVS, but this will never happen just for Mr [redacted] to know I will come when I want.so please help to solve the problem because CVS managment dont want or dont like to help

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered at his local CVS Pharmacy 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 staffMr [redacted] has also spoken to Mr [redacted] and offered a $CVS gift card as our token of apology which Mr [redacted] accepted.If we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at 1- [redacted] (1- [redacted] ) and reference incident number [redacted] .Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at her local CVS regarding the use of her coupon 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 I have shared Ms [redacted] comments with the appropriate department within CVS for further consideration In hopes of clarification, I wanted to advise that CVS Pharmacy does not accept percent off coupons for alcoholic itemsAdditional exclusions include sale and promotional items , milk, prescriptions, gift cards, lottery tickets, money orders, postage stamps and pre-paid cardsMs [redacted] is welcome to visit us at www.cvs.com/couponpolicy for more details.If 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]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at her local CVS regarding the service she was provided 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 Leader [redacted] has investigated and addressed this matter with store staff, including the staff member in questionMs [redacted] has also spoken to Ms [redacted] to provide her apologies for the incident and to assure her the matter would be handled appropriatelyIf 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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the poor customer service she encountered at her 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.I have reomoved Ms [redacted] 's telephone number from our automated call systemOnce the system resets within the next hours, any calls to Ms [redacted] will cease and would not restart without her requestWe will also provide her complaint to the Regional Leadership team for potential training opportunities and improvements within the store location.If we can be of further assistance we invite Ms [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) and refer to incident number [redacted] .Thank you, [redacted]

Revdex.com:One small note - this complaint was not about the store as it may seem from the business response posted here - it was about my interaction with the [redacted] staffThis is significant in my opinionSomeone should review my call to customer serviceOther than that - I accept the response Regards, *** [redacted]