CVS Pharmacy

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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

May 15, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont Donald Lynch Boulevard, Suite Marlborough, MA 01752- Complaint ID: [redacted] / [redacted] To Whom It May Concern: CVS Specialty Pharmacy is the dispensing pharmacy for the prescription benefits portion of Ms [redacted] ’s health plan Thank you for the opportunity to address Ms [redacted] ’s concerns regarding the billing of her prescription order Upon review of this concern we verified that Ms [redacted] does not owe a balance and there is a grant in place to care for thisMs [redacted] was quoted a price for the medication in question in error and should not have been instructed to contact the billing departmentWe have taken action by completing a retraining and coaching of the representatives with whom Ms [redacted] interacted We have been in contact with Ms [redacted] to go over the details of her accountAdditionally, a request has been made with billing to send Ms [redacted] a new and current statement We 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

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the experience he had when making a purchase from [redacted] 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 CVS.com Supervisor, [redacted] has investigated and addressed Mr [redacted] ’s complaintMr [redacted] was refunded for the item in question An email was sent by CVS.com to Mr [redacted] with the resolution to this problem If we can be of further assistance Mr [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted] .Regards, [redacted] | CVS Health | Retail Executive Support Representative

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered at his local CVS/pharmacyAt CVS, our goal is to be a trusted partner in our customers' 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 District Manager, [redacted] has investigated and addressed this matter with our staffMr [redacted] has attempted to contact the customer by phone multiple times, leaving messages with his contact information [redacted] has also sent an e-mail directly to the customerWe invite Mr [redacted] to contact Mr [redacted] at his earliest convenience to resolve this matterIf we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (800-746-7287) and reference incident number [redacted] .Regards, [redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the problems he encountered with the filling of his medication at his local CVS Pharmacy 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 Area Pharmacy Supervisor, [redacted] has investigated Mr***’s concerns with pharmacist and staffMr [redacted] left several voicemails and email for Mr [redacted] with his direct contact information requesting to speak with him directly to address his concerns Mr [redacted] has not responded If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted] .Regards, [redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the experience he had regarding his expired couponsAt 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 has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration dateNothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired couponsCustomer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our storesA key to this effort is making sure all our policies are enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policies.If 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 negative experience he had regarding his [redacted] gift card 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 reached out to Mr [redacted] and arranged a $refund to be provided to the customerIf we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted] .Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to [redacted] ***for the problem he encountered with his local CVS 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 actionIt is our understanding the Pharmacy Manager has spoken to Mr [redacted] about his concerns It was confirmed that the medication dispensed was not expired and that CVS will exchange the medication that he currently has with a different batch which was recently ordered As of 1/17/Mr [redacted] has not returned to the pharmacy for the exchange If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] option and refer to incident number [redacted] Regards,***Senior Customer Relations Representative

April 4, Revdex.com Donald Lynch Boulevard, Suite Marlborough, MA 01752- Complaint ID: [redacted] / Dr [redacted] To whom it may concern: CVS Caremark administers the prescription benefits portion of the health plan for the State of Florida, of which Dr [redacted] is a memberThis letter is in response to the correspondence we received from your office on March 22, Thank you for the opportunity to address Dr [redacted] ’s concerns as expressed in Complaint ID: [redacted] Upon review of this concern, we verified that Dr [redacted] ’s email reminder to refill his medications were sent early as most members do not respond immediately to automated remindersThe emails are sent early as a proactive measure to ensure there is not a potential urgent refill needThe denied refills were initiated on March 8, and the prescriptions were refilled on March 12, for a ninety day supplyThe previous refills show to have been filled on January 2, also for a ninety day supplyThere was no disruption in therapy Our mail order pharmacy in Chicago, IL verified that an electronic prescription was received from the physician’s office on March 21, The prescription request was for a specialty medication and never filled through the Chicago pharmacyThe prescription was transferred to the specialty pharmacy for processing Additionally, our CVS Retail Team verified that Dr [redacted] will only receive Extra Care Bucks for prescriptions actually filled from a CVS Retail PharmacyThe Retail team could not find any retail prescription fills or history for the last two years We value Dr [redacted] as a member and we remain fully committed to our purpose, “helping people on their path to better health”Should you or Dr [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] Sincerely, [redacted] Member Advocate

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the experience with our [redacted] program 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 There is a growing interest for digital options among our customer base and a significant increase in the use of smart phones by those who frequent our store locations To support this interest, digital applications are a key part of our overall and promotional strategy and roadmap However, while many of our customers appreciate this digital functionality, some do still prefer the printed coupons and offers on our receiptsWe are looking to continue to strike a balance moving forward, providing options to our customers that meet their individual preferences so they can conveniently receive personalized offers, savings and value through our popular [redacted] program As a courtesy, I have issued Mr [redacted] a $ [redacted] coupon onto his CVS card which will be available for use as of 06/10/If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] and refer to incident number [redacted] Thank you, [redacted] r

On 2/25/2016, I purchased [redacted] PTWL 6MRL 5.49, [redacted] TP XSFT 18RL 6.99, [redacted] 6P VNT TW VAL 39CT 5.99, [redacted] TISS LOW CUT for a total of $The offer was spend $and get $EB backOnce again, I did not receiv my rewardCVS has a habit of doing thisI've filed several complaints about being ripped off of Extra Bucks and recently they simply refuse to fix their mistakesIt's totally unbelievable they can get away with this fraudI previously filed a complaint against them because they were taking Extra Bucks that weren't usedthey refused to give me back my Extra Bucks and simply said they would "address the issue"Now, here they are again not following through on their advertising I am due the $Extra Bucks that was not rewarded and I am due something or the time it has taken me to file this second complaintThey didn't even refund me on my previous complaintthis advertising and Extra Bucks fraud is not legal

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered at her local CVS regarding the pharmacy staffWhen 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 reached out to Ms [redacted] multiple times but was unsucesful in speaking with herAt this time he has not heard back from Ms [redacted] .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, ***

Good Afternoon Mr***,On behalf of CVS Pharmacy, I would like to apologize to Mr [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 codesIf we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at [redacted] ( [redacted] ) option and reference incident number [redacted] .Regards,***Senior Customer Relations Representative

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered regarding the Pharmacy and Health Rewards program 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 the account and have added points towards the program for prescriptions picked up prior to the patient enrollment on 1/All prescriptions picked up after that date will calculate accordinglyPlease allow up to business days before seeing the adjustment and for the rewards to be availableIf 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, ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered with the Pharmacy and Health Rewards program 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 Extracare Supervisor has adjusted Ms***'s rewards account and apologized for her experianceWe have also confirmed the account is tracking Ms***'s prescriptions correctly.If we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at [redacted] (1- [redacted] ) and reference incident number [redacted] .Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for his experience with 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 actionIt is our understanding that Mr [redacted] contacted our Customer Relations Department on January 5, to discuss his experienceAt that time Mr [redacted] ’s concern was shared with the District Manager [redacted] [redacted] has addressed this matter with his staff He has also confirmed that the promotion for the eye drops was verified by the staff member at the time of purchase as Buy One Get One 50% and that all proper signage was displayed for this promotion The Store Manager [redacted] has spoken to Mr [redacted] offering a refund for the one item that was purchasedIf we can be of further assistance Mr [redacted] is invited to reach out again to our Customer Relations Department at [redacted] ( [redacted] ) option 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] Please add your rejection comments below You clearly did not read the complaintUnfortunately I will have to report this to individuals who can properly instruct you to address this security hole in your product Regards, [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 items purchased through www.CVS.com 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 *** *** has investigated and addressed this matter with store staff, including the Store ManagerHe has coached the team on how to properly return the items purchased from our website and Mr [redacted] is welcome to return to the store so they can process his transactionIf 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,***

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 In response to your message from cvs the woman called yesterday at o'clock and then at I was at work and then had doctor appt after work her message is she leaves at4:I am at hospital with my husband having surgery I had faxed over data to cvs that there are open encounters still pending weeks ago with no response till I contacted youI cannot tell you how many phone calls I have made they refused to send me any e mails or letters to even say the problem was being worked on what do I do know to resolve the outstanding mistakes 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] There is absolutely nothing in the printed material sent to my home regarding alternate ways to earn points with the CVS Rewards programPrinted materials clearly state that the only way to earn points is through prescription refillsI can provide pictures of the printed material sent to my home, if need beAs stated previously, points should be extended into 2018, or as an alternative, $ reward should be givenConsumers have no time over the holidays to act on the "additional" methods of earning points that were only recently conveyed after a complaint was written Regards, [redacted] ***