Caremark PHC, LLC

If there was a possibility of giving them stars, I definitely would My husband ordered his prescriptions approximately week before running out It said that they were in transit, then the day they were to be delivered, it was undeliverable They had put the wrong address on his package, mind you, he had received the medications at our address multiple times before When he called, the basically called him a liar as to why it was undeliverable, even though they had put the wrong zip code on the package They then stated that they would overnight his medicines to him, not able to get bridge medication at the CVS in town So, today, the medicine should be delivered, and it's now in label production, not overnighted They stated that they still cannot call in a bridge prescription to CVS Their "conflict resolution" department is a COMPLETE JOKE!!!!!!! They are useless!!!!!! There are *** *** medications that he's supposed to take daily!!!!! Apparently it's no big deal if he has a *** or *** ***!!! We are contemplating legal action at this point I'm a nurse and deal with a lot of mail order pharmacies and this is BY FAR the worst pharmacy I've ever encountered!

To Whom It May Concern:I once again reject the response from CVS, which are pasted below, for two reasons:First the two responses from CVS to the Revdex.com contradict themselves. Please note the section that is in bold and underlined. The August response states there were no comments or directions from me not to ship prescriptions. The July response states there were directions not to ship, but account numbers were changer ornew accounts were set up. This is a bold contradiction in their own writings that CVS can’t be consistent in what they are telling you and me between two different responses that are about days apart. They are unable to keep their stories straight.Secondly, the section in blue from both letters state in their written words that the accounts have been noted and no further shipments will occur. Yet, as in my lastcomplaint filed, I stated and will state again, that in my last verbal communications with CVS, they told me VERBALLY, that they can not and will not guarantee that I will never receive any further shipments. They told me that even though the accounts are noted for no further shipments, does no guarantee that shipments will notbe received. This is what CVS told me VERBALLY. And furthermore I was told VERBALLY, that if and when I do receive further shipments it is my responsibility to contact them again and waste my time again in making phone calls to resolve their mistakes. Therefore, what is written in both letters and what I was told VERBALLY does not agree I asked for an explanation for this discrepancy in my last complaint and CVS has not addressed this discrepancy. So which of the above is true? What I was told verbally or what is in this letter? And why is it that CVS has told me twodifferent stories, one by their response and one by verbal communication? August 10, 2015Revdex.com*** *** *** *** *** ***
*** ** ***Complaint ID: ***/*** ***To whom it may concern:CVS/*** administers the prescription benefits portion of the health plan for the *** *** *** *** *** of which Mr*** is a memberThis letter is in response to the correspondence we received from your office on July 21, Thank you for the opportunity to address Mr***’s concerns as expressed in Complaint ID ***.The order in question was received via electronic prescription request from Mrs***’s prescriber’s officeThe order was not initiated by CVS/***. We have verified that there were no comments or direction from Mrand Mrs*** directing our pharmacy not to fill any order requests received from the prescriber’s officeAdditionally, after reviewing calls with our customer care team there was never a request to hold any orders when requested by the prescriber prior to the order shipping outAt this time comments have been added to Mrand Mrs.***’s files to ensure that prescription order requests are placed on holdwhen received until Mrand Mrs*** authorize the order forprocessing. CVS/*** will not initiate a prescription request unlessdirected to do so by Mrand Mrs*** Furthermore, upon review of Mr***’sinteraction with the customer care team; we recognize that there wereopportunities for additional training and coaching for our staff. Wherenecessary, feedback has been provided to each member of the customer care teamwith whom Mr*** interacted Lastly, we address issues in this office onbehalf of the CEO, *** ***; it is not customary that he speak to membersdirectly to resolve their concernsShould Mr*** have any additionalquestions or concerns regarding this experience and situation, he can contactme at ###-###-#### We sincerely apologize for any frustration orinconvenience that Mr*** experiencedWe value our members and we areconfident that future service will consistently reflect our commitment to ourpurpose, “helping people on their path to better health.” Should you or Mr.*** have any additional questions or concerns, please do not hesitate in contactingme at ###-###-####Sincerely, *** ***Member Advocate July 28, 2015Revdex.com*** *** *** *** *** ***
*** ** *** Complaint ID: ***/*** *** To whom it may concern: CVS/*** administers the prescriptionbenefits portion of the health plan for the *** *** *** ***
*** of which Mr *** *** is a memberThis letter is in responseto the correspondence we received from your office on July 21, Thank youfor the opportunity to address Mr***’s concerns as expressed in ComplaintID ***. We verified that there were instructions in a previous accountrequesting that the mail order benefit not be utilized if any prescriptionsrequests were received for Mrand Mrs***When the order in question wasreceived for processing there were no instructions which would have stopped theorderWe have confirmed that when the plan was renewed, theprevious notated request did not transfer to the new fileForthis reason, the order was shipped We have contacted Mr*** and confirmed that thereare now instructions on the mail order account to prevent future orders fromprocessing via the mail order benefit Additionally, a creditof $has been issued to the account as of July 22, We sincerely apologize for any frustration orinconvenience that Mrand Mrs*** experiencedWe value Mrand Mrs.*** as a member and we remain fully committed to our purpose of “helping peopleon their path to better health”Should you or Mrs*** have any additionalquestions or concerns, please do not hesitate in contacting me at ###-###-####. Sincerely, *** ***Member Advocate
Regards,
*** ***

I spoke with Ms*** local post office in ***, IL which is where the post office box this package should have been delivered to is locatedThey advised Ms*** name is not on the post office box and is the reason the package could not be deliveredThey also advised even though the tracking information states the package was returned to us on June 2, 2015, it may still be sitting in the facility as returns are put behind deliveriesThey advised they were unable to verify at the time if the package had actually been returned to us I also verified the *** tracking information updated as of June 17, stating the package was returned to sender on June 17, A request has been sent to our return goods department who is attempting to locate the package in house. Once a package leaves our facility by either *** or ***, we no longer have control over the packageAt which time, any issues with the package would then be between the member and the post officeAs a courtesy, we are attempting to assist Ms***-*** with resolution for this issue. I spoke with Ms** *** *** and advised of this information. I also advised her that although the package was sent to the address she provided, the post office was unable to deliver the package as Ms*** is not the owner of the post office boxI advised her I will keep in contact with her as I did plan to follow up with her tomorrow regardless of the outcome at that time as I advised her I would follow up with her sometime this week. I advised her I will call her by the end of business tomorrow to advise what is happening at that time and if more time will be requiredMs***-*** understood and did not require any further assistance at this time

I was billed for a months supply of my *** medication Under state law, they are only able to dispense a day supply After sending a day supply, I was billed for a day supply They refused to refund me They never contacted me to let me know of the additional cost nor that the medication could only be filled for day supply

I am a *** customer of ***The customer service that I received from *** was terribleI was misinformed about the prescription gap coverage which increased my cost for my prescriptionsThe information that I received from *** was not correctI have discussed the problem with several ***’s representatives and supervisorsThese folks transfer my call to various departmentsThese departments tell me that they will get back with me in or hoursI had continue to call to talk with someoneThe *** did not take my case seriouslyI am waiting for an Executive from *** to call me to discuss an approach to fix the problemI am sure that I will have to call *** to initiate this phone call with an ExecutiveThis is terrible customer service which began with *** providing me with incorrect gap coverage information which resulted in a very high cost for my prescription

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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]I am aware of the new plan implementation and have no problem with that whatsoever. My issue is that Caremark could not get their records straight and every time I order this specialty medication, my account has to be "reviewed" which in turn messes up my insurance. I understand my deductible has AGAIN been met this year for 2017. My complaint was to get your record keeping straight and keep it that way. No further action is needed and/or requested at this time. Thank you
Regards,
*** ***

MY DOCTOR RECENTLY SUBMITTED A PRESCRIPTION THAT WAS FOR A DAY SUPPLY OF ***I WAS TOLD THAT THIS WAS A TIER DRUG AND THAT I WOULD BE SUBJECT TO A DEDUCTIBLE OF $PLUS $FOR A DAY SUPPLYI TOLD THE OPERATOR THAT I COULD DO THATWHEN I RECEIVED THE PRESCRIPTION IT WAS ONLY TABLETS FOR DAYS.(WHICH I PAID A TOTAL OF $215) I CALLED AND SAID THERE MUST BE AN ERRORAFTER WEEKS OF DISCUSSING THIS WITH THEM THEY SAID THERE WAS NOTHING THEY COULD DO THAT THE ASSOCIATE THAT TOLD ME I WOULD BE GETTING DAYS FOR $WOULD BE RETRAINED AND DISCIPLINEDI OFFERED TO RETURN THE PRESCRIPTION AND FOR THEM TO REFUND THE $THAT I HAD PAID FOR THE PRESCRIPTION,THEY SAID OH WE CAN'T DO THATI SAID WELL THEN SEND ME THE OTHER DAY SUPPLY THAT YOU OWE MEOH WE CAN'T DO THATSO I AM OUT PILLS THAT I PAID FORI AM ON A FIXED INCOME AND NEVER WOULD HAVE AGREED TO $PER PILL FOR A MAINTENANCE DRUG PLUS A DEDUCTIBLE OF $BEING ON MEDICARE/HEATH NET I NO CHOICE

I find it interesting, that CVS refused to state that we had received notification through mail that they wanted to ship this drug before the drug was ever shipped They failed to state that I had called them and told the before the drug was ever shipped that I did not want that drug and they promised at that time that the drug would not be shipped and that my account was noted at that time that I wanted no further business with them…… Yet they still shipped the med.It is also interesting that in the second complaint I filed with the Revdex.com on this company that no mentioned is made regarding the complaints in the second complaints and that nothing is said about the resolution that I want ALL OF MY CALLS PULLED FOR THE PAST SIX MONTHS AND FORWARDED TO THE CEO FOR HIS PERSONAL REVIEW AND FOR HIM TO GIVE ME A PERSONAL CALL REGARDING THEIR HARRASSMENT AND LACK OF CHARACTER AND INTEGRITY IN DOING WHAT THEY SAID THEY WOULD DO.It is also interesting, that in their response to the Revdex.com complaint they state that my account has been noted and that further contact will not happen Yet in my last conversation with CVS, I was told that while the account was noted for no further contact that they can not guarantee that the notation will prevent this type of same garbage harassment and future orders / prescriptions being sent And, that if they do contact or send a prescription in the future, once again it will be my responsibility to be proactive and that I MUST CALL THEM AGAIN TO HAVE THEM CORRECT WHAT WOULD BE THEIR MISTAKE IN THE EVENT THAT I RECEIVE FUTURE PRESCRIPTIONS THEREFORE… THE RESPONSE CVS HAS GIVEN Revdex.com IS A BUNCH OF GARBAGE GOBBLY GOOP. AND AGAIN, I REQUEST THAT ALL OF MY CALLS FOR THE PAST MONTHS BE PULLED, FORWARDED TO THE CEO FOR HIM TO LISTEN TO PERSONALLY AND WOULD LIKE A RETURN PHONE CALL FROM HIM EXPLAINING TO ME WHY I RECEIVED THE POOR CUSTOMER SERVICE I RECEIVED AND HOW HE PERSONALLY WILL GUARANTEE THAT I WILL NOT RECEIVE FUTURE HARASSMENT FROM CVS
Regards,
*** ***

December 6,
Revdex.com of Eastern MA, ME, RI, & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-
Complaint ID: *** / *** ***
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the health plan for Community
Heath Systems, of which Mr*** *** is a memberThis letter is in response to the correspondence we received from your office on November 22, Thank you for the opportunity to address Mr***’s concern as expressed in Complaint ID: ***
Upon review of Mr***’ complaint we have confirmed the medication in question requires additional authorization in order to consider coverageI have contacted the prescriber’s office in an effort to have another prior authorization completedI was advised that they will not do additional prior authorization requests due to pervious requests being deniedI have contacted the prescriber’s office to initiate the appeals process and we have yet to receive the letter of medical necessity for the appeal
We value Mr*** 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 Mr*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** ***
Member Advocate

July 2, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont *** *** *** *** *** *** *** ** ***
Complaint ID #*** / *** ***
To whom it may concern:
CVS / caremark administers the prescription benefits portion of the health plan
for *** ***, of which Mrs*** *** is a member This letter is in response to the correspondence we received from your office on June 15, Thank you for the opportunity to address Mrs***’s concerns as expressed in Complaint # ***
Upon review of Mrs***’s concern, we have confirmed that our Mail Order pharmacy dispensed an amount exceeding the prescribed quantity of the medication in question Our office has been in contact with Mrs*** who confirmed she has received our pre-paid mailer and has returned the excess quantity of medication for credit. In the interim, Mrs***’s credit card has been credited in the amount of $and a debit placed on her accountOnce the returned medication is received by our filling pharmacy the debit will be absolved
Additionally, upon review of Mrs***’s interaction with the customer care team; we recognize that there were several opportunities for additional training and coaching for our staffFeedback has been provided to each member of the customer care team with whom Mrs*** interacted
We sincerely apologize for any frustration or inconvenience that Mrs***’s experiencedWe value our members 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*** have any questions or concerns, please feel free to contact me at ***
Sincerely,
*** ***Member Advocate

*** *** **requires its employees to use a mail-order pharmacy for maintenance prescriptions They recently switched from *** *** to CVS/Caremark Pharmacy This series of problems occurred my first time trying to use this pharmacy for my husband's scripts
On March 9, I tried to use the online site to order my husband's scripts but because he was new to their system it would not allow me to order myself So I called customer service and the lady was able to pull up his account and I read off to her the three scripts he needed filled She said she would order them for me and spent time on the computer placing the order and then gave me the total for the order She said it would take no more than weeks to get the order, usually less than that I get off the phone with her thinking my order is placed and wait for the meds in the mail
March 18, we still had not received the meds I called in to customer service again and they tell me there is no record of my

It took days to get my medicine and it was wrongThen it took days to get it fixed and get the right medicine I've had innumerable problems with CVS orders in the past

ON SEPTEMBER 9, I WAS CHARGED BY CVS CAREMARK FOR A PRESCRIPTION THAT I ORDERED USING THIER MAIL IN ORDER FORM ON THE FORM I COMPLETED WHEN I SUBMITTED THE PRESCRIPTION I INDICATED USING THE CHECK MARKS THAT I WANTED TO CHARGE A NEW CARD FOR THE PRESCRIPTION COST AND I PROVIDED THE CARD NUMBER AND EXPIRATION DATE IN THE NECESSARY FIELDS THE SAME DAY I GOT A NOTICE FROM MY BANK THAT I HAD BEEN CHARGED A $OVERDRAFT FEE AS A RESULT OF THE $PRESCRIPTION FEE THAT POSTED TO MY ACCOUNT BY CVS CAREMARK I CONTACTED CUSTOMER SERVICE ON SEPTEMBER 10, AND EXPLAINED WHAT HAD HAPPENED THE REPRESENTATIVE THAT I SPOKE WITH DID THE NECESSARY RESEARCH AND HAD THE PHARMACY PULL THE ORIGINAL ORDER FORM AND NOTED THAT I DID IN FACT PROVIDE INFORMATION ON THE NEW ACCOUNT I WANTED TO BE CHARGED INSTEAD OF THE ACCOUNT THEY HAD ON FILE THE REPRESENTATIVE STATED THAT SHE WAS FILING A DISPUTE ON THE CHARGE AND THAT I WOULD BE CREDITED BACK THE $OVERDRAFT FEE WITHIN BUSINESS DAYS

I am a pregnant women who has been diagnosed with gestational diabetes My doctor has prescribed me insulin and CVS Caremark denies my meds My doctor and my pharmacist can't even begin to believe they are denying my meds I would like CVS Caremark to dispense the meds so that I can get control of my gestational diabetes

I ordered medicines on 04/25/They were supposed to be delivered On FridayI called and found out they were still processing and would be delivered Monday 05/01/They were notI called back and they said they should be shipped out and that day and they would place an urgent message on the packagingOn Wednesday 05/03/17, they still said not shippedI called back and they said they would call the warehouse and have them shipped out immediatelyFriday, I checked the status online and they were just now getting ready to be shippedThe problem with this is that I not only paid for day shipping on my items at $EACH ITEM, but they are trying to tell me that they only charge it per package and not per itemThen when I asked for my refund on the shipping, they said they won't refund my medicine costs or my shipping and they will get it to me when I canI said this was not acceptableI was leaving 05/05/for a move to Florida and would be on the road for a weekT

October 19,
Revdex.com
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complaint ID: ***/ *** ** ***
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the health plan for Sprint, of
which Mr*** *** is a memberThis letter is in response to the correspondence we received from your office on October 12, Thank you for the opportunity to address Mr***’s concerns as expressed in Complaint ID: ***
Upon review of this concern we verified that Mr*** was enrolled in the correct prescription benefit plan after his daughter was removed from his coverageThe error occurred when his accumulations and deductible information was not carried over and added to his new planThis error has been corrected and Mr***’s claims are being reversed and reprocessed with the correct informationMr*** has been contacted and informed of this resolutionMr*** was satisfied with this information
We value Mr*** as a member and we remain fully committed to our purpose, “helping people on their path to better health”Should you or Mr*** have any additional questions or concerns, please do not hesitate in contacting me at ###-###-####
Sincerely,
*** ***
Member Advocate

Placed refill order for RXs on 3/22/ Was contacted on 3/23/to confirm delivery of these RXs after having requested to not be contacted for this issue Contacted customer service times and the first two times were put through to an a voicemail box for the same number where I had to call and confirm my delivery address On the third attempt I requested to speak with a supervisor, found her response to be unsatisfactory so I requested to speak with her supervisor After waiting on hold for 10+ minutes I was informed that her supervisor was not answering and I would have to be called back When I asked the time frame for this call I was told that it would be within hours So at this point I arranged to take the day off of work on 3/24/so that I could be at home to sign for my RXs (first time I have ever had to sign for these RXs in the years that I have been taking them) RXs never arrived on 3/24/after caremark had me make arrangements to have someone at

August 26,
Revdex.com
*** *** *** *** *** ***
*** ** ***
Complainant ID: *** / *** ***
To Whom It May Concern:
This letter is in response to the correspondence we received from your office on August 18,
Thank you for the opportunity to address Mr***’s concerns regarding receiving an unauthorized order of medication
Upon review of this concern, CVS Caremark mail order received a prescription from Dr***’s office for processingThe prescription was received electronically and was filled automatically per our processThe prescription request was not initiated by CVS Caremark and there were no instructions dictating to hold the prescription on fileMr***’s order was processed and shipped on June 28, and he was charged $At the time this order was shipped, Mr*** was unaware that the medication in question was being filled via mail orderDue to the inconvenience, a one-time courtesy adjustment of $was givenMr***’s account now reflects a zero
We value Mr*** 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 Mr*** have any additional questions or concerns, please do not hesitate to contact me at *** My office hours are Monday thru Friday from 9:a.mto 5:p.mCentral Time
Sincerely,
*** ***
Member Advocate

April 19,
Revdex.com
*** *** *** *** *** ***
*** ** ***
Complaint ID: *** / *** ***
To whom it may concern:
CVS/caremark administers the prescription benefits portion of the health plan for *** ***, of which Mr
*** *** is a memberThis letter is in response to the correspondence we received from your office on April 8, Thank you for the opportunity to address Mr***’s concerns as expressed in Complaint ID ***
Upon review of Mr***s’ concern, we have confirmed that the balance in question was from an order which CVS/caremark shipped December 29, In accordance with applicable law, CVS/caremark is prohibited from applying charges to FSA cards for orders that shipped beyond days agoOur pharmacy confirmed that Mr***’s balance was paid April 8, and a new prescription order was processed and shipped via *** on April 12, Per *** tracking information the order was delivered on April 14,
Additionally, a review of Mr***’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 Mr*** interacted. 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 Mr***’s experiencedWe value Mr*** as a member and we remain fully committed to our purpose of "helping people on their path to better health"Should you or Mr*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** ***
Member Advocate

I would like to start off saying I have MSI have been getting *** for the last yearsI started working for the State of Florida and the *** *** *** used accredo pharmacyIt was changed to CVS\caremark 1/6/I received my day refill from December untill March 2015, The next refill was to be due in June When I did not receive a call for refill from CVS I called them June 20,around 12:00pm, on 6/21/around 6:35pm, at this time I spoke with different CSR who was not sure why the medication was not in their system to be deliveredand they were working on it On 6/28/around 12:03pm I called to inquiry about the medication and was tol I had to call my neurologist to get a new prescription which I did around 12:13pmI spoke with *** my doctor nurseBy this time I was out of medication because the last days ran out in June*** let me know she sent a new prescription electronic to CVSOn 6/29/I spoke with the Droffic