Caremark PHC, LLC

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 I am not a medicare partipate nor have beenI use the [redacted] entirely since I'm disabled Regards, [redacted]

July 8, Revdex.com [redacted] Complaint ID: [redacted] / [redacted] To whom it may concern: CVS/caremark administers the prescription benefits portion of the health plan for the Rural Letter Carriers Association, of which Mr& Mrs [redacted] are membersThis letter is in response to the correspondence we received from your office on June 28, Thank you for the opportunity to address Mr& Mrs [redacted] ’s concerns as expressed in Complaint ID: [redacted] Upon review of this concern, we confirmed that Dr [redacted] information regarding his medical practice was incorrect in our databaseThis information has been updated and corrected to reflect Dr [redacted] current location in Minnesota, as well as updated phone and fax informationTo ensure that Mrs [redacted] will not have any further prescription refill concerns, she has been enrolled into the Adopt a Member programMrs [redacted] has been contacted by [redacted] from the Adopt a Member program, who is her assigned point of contact from July 6, thru January 6, We sincerely apologize for any frustration or inconvenience that Mr& Mrs [redacted] have experiencedWe value Mr& Mrs [redacted] as members and we remain fully committed to our purpose, “helping people on their path to better health”Should you or Mr& Mrs [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] Sincerely, [redacted] Member Advocate

CVS/caremark administers the prescription benefits portion of the [redacted] insurance plan, of which Ms [redacted] is a memberThis letter is in response to the correspondence we received from your office on February 29, Thank you for the opportunity to address Ms [redacted] 's concerns as expressed in Complaint ID [redacted] Upon review of this concern we confirmed there was a systematic issue that created the erroneous chargeAs the order was being processed, [redacted] (the assistance program), was only billed of the bill which triggered the remaining balance to Ms [redacted] Once the matter was corrected, the charges were reversed which gave a credit balance to Ms [redacted] and remained on file with specialtyA refund check for has been requested and will take approximately to business days to generate and mail to Ms [redacted] Internally, calls will be reviewed and feedback and coaching will be provided to each member of the customer care team with whom ms [redacted] interactedWe 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 [redacted]

Prescriptions were ordered on 2/20/16, payment processed on customer end on 2/27/The prescriptions were sent to an old address, shipment denied by the new occupants, shipment returned via ***, and shipment was delivered to CVS on 3/2/at 9:a.m The prescriptions have not been received by us/customerMultiple phone calls have been made to CVS CaremarkThere has been no resolution On 2/29/I was told the prescriptions were reshipping on 3/1/for overnight delivery and they did notOn 3/2/I was told they were reshipping for overnight delivery and they did not I then received a voice mail on 3/3/at approximately 2:p.mthat the prescription for [redacted] was denied due to the item had already been shipped and there was delivery confirmationThen while I was on the phone with another CVS Caremark representative I received another voice mail at approximately 3:p.mthat the prescriptions were being sent out overnightThat voice mail said that ther

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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]

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 [If you are rejecting the business's response please enter your rejection comments hereI am not satisfied with CVS Caremark's response for the simple reason that why did they allow prescriptions to be filled for me on January 4th in the amount of $if I was carrying a balance from the previous yearThey allowed them to be filled at that time, but not when requested earlier this monthThen for me to order them, then to have someone cancel the orderThank god I checked the order status the next day while adding a prescription I forgot to add to the order to find out it had been cancelled! I would have waited for these medications to maintain my kidney from rejectionCVS Caremark also has to let me know what medications I can and can not get filled at my local [redacted] Pharmacy with who I would much rather do business with, because CVS has allowed certain medications get filled there, only to get denied the next I go there to get them filledI do not want day supplies also! With all the medication changes that my doctors make according to the blood lab work that have have drawn on a monthly basis, quantities change and it is to much of a hassle to inform a Mail Order service about said change and then have to wait 3- days for medications to come in the mailI will not be satisfied unless I can at least get my essential medications filled at a brick and mortar store location!! My transplanted kidney is not something I want to lose over a Mail order service! I am NOT happy with CVS Caremark's service, end of story! Regards, [redacted]

Revdex.com: 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] ***

Thank you for giving us the opportunity to address your concerns regarding the SilverScript Insurance Prescription Drug Plan (PDP)This response is in reference to your correspondence dated March 13, On April 5, 2016, I spoke with the member regarding the Revdex.com complaintThe member indicated this complaint is not related to SilverScript InsuranceThe complaint is against his former prescription drug planI advised him to please resubmit his complaint to the correct company for review Please feel free to contact me with additional questions regarding this response Sincerely, [redacted] SilverScript Insurance Company Medicare Part D Regulatory Grievances Phone [redacted] Fax ###-###-####

May 9, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [redacted] Complaint ID: [redacted] – Dr [redacted] On behalf of [redacted] To whom it may concern: CVS/caremark administers the prescription benefits portion of the [redacted] insurance plan, of which Ms [redacted] is a memberThis letter is in response to the correspondence we received from your office on April 26, Thank you for the opportunity to address Dr [redacted] ’s concerns as expressed in Complaint ID: [redacted] Although Dr [redacted] expressed dissatisfaction with the Prior Authorization process, her main concern was a misquoted amount for an alternative medication she had prescribedDr [redacted] was unsuccessful in obtaining coverage for [redacted] ® and another possible alternative because the prescribed drug class is excluded from Ms [redacted] ’s plan formularyAfter the denials of two possible medications, it was advised the prescription insurance covers [redacted] ***At this point Dr [redacted] and her staff called on multiple occasions and received conflicting information pertaining to the cost of [redacted] ***One quote given was $because the medication would be prescribed at tablets daily at a total of tablets per days which was the correct priceWhen calling again, a misquoted amount was given because the representative did not account for the prescribed quantity and performed a price estimate of tablets per days at $Due to this error, CVS/caremark will process a one-time correction by mailing Ms [redacted] $which she will receive in 4-weeks We sincerely apologize for any frustration or inconvenience that both Dr [redacted] and 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, Ms [redacted] or Dr [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] Sincerely, [redacted] Member Advocate

I am the primary care physician who was caring for [redacted] She is under my care for obesity, borderline diabetes and hyperlipidemiaI tried to prescribe weight loss medication called [redacted] for the patient This medication was declined by CVS Caremark but I was instructed by them to write a letter of medical necessity in order to get it coveredI wrote a letter of medical necessity and it was declined again with the instructions to try another medication from their formulary alternativesI prescribed one of the medications from their recommended formulary alternatives and it was deniedI was recommended to write another letter of medical necessity for the formulary alternativeThe letter was reviewed and the medication was deniedI spoke to a representative to ask why they recommended formulary alternatives and then denied itThe representative told me that the formulary alternatives were no longer covered but now methamphetamine was covered with a Copay of less tha

Dear Revdex.com: I have reviewed the response submitted by CVS Caremark and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I appreciate to have read that they acknowledge further training and coaching is necessary for their customer care team and feedback was given to each customer care representative I have high hopes that the complaint/issue is a thing of the past I also appreciate the apology of frustration and inconvenience that this has caused my son as well as myselfApology accepted I understand that by choosing to accept the business response that my complaint will be closed as resolved 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 I would like to reopen this complaint please I didn’t realize the subject of the complaint had responded, and you needed my feedbackBasically, they seem to have ignored the fact that prior to having my physician write the prescription, I preemptively called CVS Caremark to ask exactly how it should be written to avoid this exact scenario I had the Physician write the prescription exactly as I was told to by the CVS Caremark representative so that I could get what amounts to items for essentially the same price as they charged me for one A lack of knowledge or training on their part, should not cost me months’ worth of mediationIn addition to this complaint I will be contacting the representative for my company that owns the relationship between UPS and CVSCaremark and making sure they are aware of how poorly they handle customer service In the meantime, and credit for the single product that was filled, where it should have been 3, would be an acceptable, or a refund for the difference between what one costs at the bulk rate, as opposed to the single fill rate Regards, [redacted]

January 4, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont Donald Lynch Boulevard, Suite Marlborough, MA 01752- Complaint # [redacted] / [redacted] Dear Sir/Madam, CVS Caremark administers the prescription benefits for the [redacted] health plan, of which Mrs [redacted] is a memberThis letter is in response to the correspondence we received from your office on December 27, Thank you for the opportunity to address Mrs [redacted] ’ concerns As previously stated, the [redacted] benefit implements a retail fill limitation for medications at local retail pharmacies Mrs [redacted] is required to use mail order or her local CVS & [redacted] Pharmacies to fill maintenance medication once the plan implemented retail fill limitation has been reachedCurrently, the plan does not have the option to opt out or override this benefit plan restriction Lastly, upon review of the interaction Mrs [redacted] had with our customer care representatives we could not find any phone conversations where Mrs [redacted] was advised she could always fill 30–day supplies at the local pharmaciesWe regret that we are unable to resolve this situation in Mrs [redacted] ’ favor Should you or Mrs [redacted] have any additional questions or concerns, please do not hesitate in contacting me at 1- [redacted] Sincerely, [redacted] Member Advocate

In order to properly investigate your concerns, we are in need of additional information Please provide us with the following information: The medication in question

I was billed for a months supply of my [redacted] 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

June 1, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont [redacted] Complaint # [redacted] /Mr [redacted] To whom it may concern, CVS/ [redacted] administers the prescription benefits portion of the [redacted] health plan, of which Mr [redacted] is a memberThis letter is in response to the correspondence we received from your office on May 16, Thank you for the opportunity to address Mr [redacted] ’s concerns regarding his issue Upon review of this concern, we have confirmed Mr [redacted] was prescribed a generic medication and requested it be filled through our mail order pharmacyThere was an issue in filling this medication therefore Mr [redacted] received the brand name medication instead of the generic and was charged the brand priceCVS/ [redacted] does acknowledge this was an error and a pre-paid envelope will be sent to Mr [redacted] ’s home to retrieve the brand name medicationOnce we receive the brand medication, a reimbursement for the charge of the brand medication will be sent to Mr [redacted] 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 Mr [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted] Sincerely, [redacted] Member Advocate

This is in response to your inquiry dated August 19, regarding the member’s mail order prescriptions We verified the member’s current balance on file is $This balance is for a previous order which included two medications The card was charged in error as a Customer Care Representative selected the incorrect button to charge the credit card when placing the order for another orderThe Customer Care Representative has been coached appropriatelyThe charge occurred on a different order than the order in which the balance is due forThere are no monies due for the order the complaint refers to as the member cancelled the order prior to the order shipping We spoke with the member on August 11, During this call, we apologized several times for the inconvenience this had caused her We also attempted to provide her with a point of contact when ordering medications through mail order so the order could be watched while it processed; however, the member declined

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,your outlook on this matter is not an apology but poor business and UN knowledgeable staff .Had to go this far to have this resolved.What does that say about your policies and this business [redacted]

This is in response to your rebuttal dated November 3, regarding a mail order prescription.We previously verified with a pharmacist, the member’s prescription was written for bottles; however, per the directions provided by the physician, bottles would last daysThe plan allows prescriptions to be filled for up to a day supply; therefore, we are unable to fill a quantity that would take the member over a day supplyWe are unable to credit the member the monies for this prescription as it was filled in good faith per the directions provided by the physician.We spoke with the member and advised of this informationThe member stated he would file another complaint as he does not agree with the outcomeThe member did not require any further assistance at this time

Joined with [redacted] Part D prescription plan and the agent explained that purchasing the "plus plan", which is twice the amount of the regular plan, would ensure I would not go into the "donut Hole" staying on the same insulin I take two types of insulins (short and long term) each prescription was $now each one is over $