CVS Caremark Customer Service Issues

I returned merchandise in January at my expense due to a duplicate prescription, even though I am not a Caremark member. Recently, I was told it was deemed an "unauthorized return" and was not credited to my account. I had permission to return the items since I received return labels for two other packages. Now, the bill has been sent to a collection agency for payment. I am requesting credit for this return, so I can continue my prescription service with CVS. I have been a loyal CVS customer for over 25 years.

After sharing a negative experience I had at a drive-thru, the Manager of the Old Saybrook location called me immediately and ended up using inappropriate language during our conversation. Following this incident, I found out my prescription was filled incorrectly. I provided feedback through a survey, and shortly after, the Manager called to question my poor review. The call seemed unprofessional and confrontational, with them accusing me of being rude. I tried to explain calmly, but the situation escalated. I am now confused as to why my prescriptions are still being filled there when I am supposedly banned. I feel mistreated and unfairly handled by the Manager. Despite reaching out to Sarah Thibeault and L. Pellino, I have not received a satisfactory response. I am disappointed by the lack of communication and the way I have been treated. I plan to escalate this issue if necessary.

On June 23, [redacted], my cardiologist, Dr. Molly Rutherford, changed my cholesterol medication to Brand Name Zocor 40 MG for a 90-day supply. She sent the prescription to my local CVS in Hollins, Virginia. Unfortunately, the CVS pharmacy in Hollins is out of stock. The pharmacist checked other CVS stores in the Roanoke, VA area but couldn't find a 90-day supply. He recommended changing the prescription to Caremark mail order. To obtain Brand name Zocor, Caremark needs to call the CVS Hollins VA store to make this change. Currently, I have 8 pills left. I kindly request assistance in contacting CVS Hollins at 1 [redacted] to switch my prescription to mail order through Caremark as prescribed by Dr. Rutherford. My member ID is N[redacted]4 and I am a high option member. Your help in completing this request would be greatly appreciated. Thank you.

I shared this post on my neighborhood Facebook page, and within five minutes, I received over 30 responses expressing similar frustrations about the CVS store on Johnson Avenue in the Bronx. My mother ordered her blood pressure medication to be delivered but received eyedrops instead, which she never requested. Despite trying to get a refill, the medication didn't arrive, causing inconvenience and distress. The assistant manager's lack of accountability and disregard for customer service was disheartening, leaving me to deal with the situation further. It's evident that many others have faced similar issues with this store. Seeking advice on contacting the corporate office for assistance or advice was met with agreement from others in the community. The consensus was unanimous in expressing disappointment and concern about the level of service received at this particular establishment.

I went to store [redacted] on October 22 for a flu shot. I provided my Harvard Pilgrim card, but was informed that I was missing the BIN # and PCN. I paid $73.99 for the shot. After checking with Harvard Pilgrim, they confirmed my coverage. Today, I returned to the pharmacy and was again asked for the BIN # and PCN by the manager. I called Harvard Pilgrim from the pharmacy and learned the information was on my card. I was surprised that the staff couldn't read the insurance cards properly. I asked for a refund due to the inconvenience, but the manager had left without apologizing. This store needs to improve, and my family and I will not be returning.

I had two prescriptions transferred from Walmart pharmacy on 12/3/21. I needed one then; the second prescription was too early. When I went to CVS on 12/12/21 to refill, the pharmacist said it might not be ready that night and mentioned I had no refills. I explained it was transferred from Walmart earlier. I contacted the Walmart pharmacist who confirmed the transfer but mentioned not leaving necessary information for CVS. Walmart pharmacist assured to provide the details to CVS before closing, but I haven't received an update since then. I attempted to reach CVS multiple times, encountering long wait times with no response. This issue arises whenever I don't have automatic re-order for prescriptions. It's essential to have a reliable way to check prescription status and speak to pharmacy staff when needed.

Today, December 15th, my wife and I went to the pharmacy in Jamestown, NC to pick up a script that had been mishandled before. We arrived at around 2:40 PM and found two cars in front of us at the drive-through. After some time, the second car left, leaving a Cadillac in front of us. It took 13 minutes for the Cadillac to finish, and the clerk did not apologize for the delay. As a Sherwin-Williams retiree, I must use CVS. I believe the policy should suggest that customers who know what they want pull aside to speed up the process. Unfortunately, my wife has difficulty walking, so she couldn't go inside the store. I hope this issue can be addressed in the future to prevent further inconveniences.

I have been waiting for several months to receive my paycheck for work done at CVS located at [redacted] Liberia Ave, Manassas, VA [redacted]. Initially, there was a paperwork error causing the delay. A recent opportunity for an orientation to address the issue was offered, but I was told I arrived too late when I went. Despite multiple in-person visits to discuss this with the manager over the past few months, I have not received any assistance. At this point, I am unsure how to proceed as I feel I am being ignored and dismissed. I am seeking resolution by receiving the withheld paycheck and an apology for the inconvenience caused.

I experienced verbal harassment and felt my character was unjustly attacked during a recent visit to the store on El Norte Parkway. While waiting over 5 minutes for the manager and cashier to process my customer care rewards, I was subjected to disrespectful comments insinuating I was ignorant and slow. As someone who struggles with public anxiety and relies on medication, this encounter was extremely distressing. The employees' behavior, including making derogatory remarks and mocking me, has left me unable to sleep and overwhelmed by stress. Despite my usual avoidance of confrontation, I feel compelled to seek resolution for this upsetting incident. I have always valued kindness and respect, traits instilled in me by my mother, and I cannot understand why I was treated so poorly by the staff. I hope that this feedback will reach the appropriate authorities within the company to address these issues. Although I have been a loyal customer of CVS for years, the thought of returning to this particular location is now anxiety-inducing for me.

Hello, I am seeking assistance with understanding my prescription payment process. My wife and I have insurance coverage through Chase Bank, and CVS is our preferred pharmacy under our Caremark plan. When I pick up a prescription, such as Trulicity, the billing process is unclear to me. I am confused about the amount charged at the cash register versus what my insurance covers and deducts from my HSA account. The lack of transparency is frustrating, and I feel it's my right to know the full details of my charges in real-time. I have encountered situations where a significant amount was deducted from my HSA account without me being informed, leading to anxiety and uncertainty about our family's budget. I would like to have access to this information on my smartphone to track the actual cost after insurance coverage but before any deductions from my HSA. Any guidance on how to achieve this would be greatly appreciated. Thank you, Randolph H.

Hello, my wife and I both have insurance through Chase Bank with the same coverage. When a prescription is filled at our local CVS, the payment process can be confusing. For example, a medication like Trulicity may have a list price of $1,[redacted], but at the register, we are only charged $50. It seems unclear whether the insurance covered $[redacted] or $[redacted] with a balance of $[redacted] left for us to pay. Following the transaction, CVS/Caremark then deducts $[redacted] from our HSA account as part of the insurance plan, leaving us with a $50 balance. We find it frustrating that we are not informed of the actual amount we paid for the medication. Even when questioning pharmacists or contacting Caremark, we receive vague responses. I believe it's important to have transparency regarding our healthcare costs. I would like a solution to track these charges in real-time to avoid unexpected deductions from our HSA. Thank you, Randolph Hinton.

I recently made purchases at a store in Dothan, Alabama, and encountered issues with unhelpful service. The cashier was rude, and I experienced problems with my Extra Bucks not printing, as well as a misunderstanding regarding an exchange. Despite explaining my situation, the cashier processed the return instead of the exchange, causing my Extra Bucks not to be credited back to my account. I was assured they would be, but they weren't. When I raised my concern, the cashier was unapologetic and unhelpful, suggesting I contact customer service instead. I would appreciate your assistance in resolving this matter by ensuring I receive the missing Extra Bucks from my purchases and the ones I am owed added to my account promptly. Thank you for your attention to this issue. - Naomi

I am writing to express my disappointment with the service at my local CVS. Yesterday, my doctor sent in two urgent prescriptions for two elderly individuals who tested positive for Covid. After 26 hours and multiple phone calls to the pharmacy, we still had not received any updates on the status of the prescriptions. I was informed that a text message was sent, but our landline cannot receive texts. Additionally, I receive numerous calls for routine refills but did not receive a call for these urgent medications. The system's prioritization of refills over urgent prescriptions seems illogical to me. This situation has left me feeling frustrated and concerned. Sincerely, V.P. from Indiana, PA [redacted]

I am attempting to cancel my Caremark membership set to renew on 12/15/[redacted]. Despite trying since 11/29/[redacted], I have had difficulty due to being 93 years old with hearing issues. Every call has resulted in multiple transfers and being put on hold. I was informed each time that I would be connected to someone who could assist with cancelling my membership, but today I was transferred to an agent who could only deal with Aetna matters. I need to avoid another year's payment to Caremark. Can someone assist me with this issue?

I have detailed my concerns already and have been attempting to disconnect from my Caremark membership before 12/15/[redacted]. Despite numerous calls since 11/29, I have been transferred multiple times, up to 3-4 times, only to be informed that assistance cannot be provided. Today, I conversed with a Caremark representative who then transferred me to an Aetna representative, but unfortunately, I did not receive the help needed. I am adamant about not wanting to continue with Caremark for another year and thus, wish to terminate my membership before 12/15/[redacted].

I sent my prescription via next-day USPS delivery. The tracking confirmed that someone from CVS CareMark picked it up, as initials were left. I pay $28 monthly for this service. However, when my prescription reaches CVS/CAREMARK, it allegedly goes to a supervisor named Rock/Roc/Rok who is never available to address my queries. The prescription team claims they received only an order form, not the prescription. I had a similar experience last year, and I find this unacceptable.

I have contacted them multiple times and still have not received the necessary assistance. I urgently need to address an issue in the system as I am running low on essential medications. On 9 January [redacted], a prescriber sent five prescriptions. Only one has been acknowledged: empagliflozin 10 mg tablet, also known as JARDIANCE. However, I require the other four prescriptions to be filled as well: - olmesartan 20 MG tablet (BENICAR) - rosuvastatin 5 MG tablet (CRESTOR) - metFORMIN [redacted] MG tablet (GLUCOPHAGE) - levothyroxine [redacted] MCG tablet (SYNTHROID) Please confirm that you will address this issue promptly and provide guidance on the next steps.

Hello, my name is Tina. I am trying to contact someone at CVS Caremark Network and Contracting for information regarding the networks our facility contracts with. I work at Colorado State University Health Network Pharmacy. We recently had a change in our pharmacy manager, and in the past, plans required notification for credentialing/contracting changes. I am having difficulty reaching anyone at [redacted], the number I have, as it constantly gives me a busy signal. I have attempted to call multiple times without success. I am uncertain if there is another number I should use. Could you assist me with this matter? Thank you.

I am experiencing issues with my medication order. My prescriber contacted the pharmacy today, July 18th, to order a third medication along with the two I had previously requested. There was a mix-up with the prescription for Trazodone 50 mg tablets that I ordered on July 11. I have run out of this medication thinking it would arrive within a week, which would be today. Currently, I still have eight pills of Fluoxetine 20 mg caplets. According to the recent email, my doctor no longer has the prescription for Fluoxetine on file. I spoke with the nurse at the doctor's office this morning, who mentioned that the prescription was initially sent to the wrong pharmacy, Walgreens, via mail delivery, and it was supposed to be resent to the correct pharmacy today.