CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Mr*** for the experience he had with our Gold Emblem Apple Juice. At CVS, our goal is to provide high quality products to our consumers and provide a satisfaction guarantee. 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 been in contact with Mr*** in regards to his concerns and have shared them with our Quality team to review and address. In addition I have sent a $CVS gift card with Mr***s’ approval to the address he provided, to cover the cost of the product he was dissatisfied withIf we can be of further assistance Mr*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option and reference incident number ***.Regards,*** ***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 # *** this is total crapbetter training? one person tells me to send the bucks to my cardthen ill be given a prompt to choose *** couponthe tech tells me no, she gets the promptthe 1-says theyll reissue the bucksnever happensthe tech tells me 1-sent me an mailnever happenedI keep getting different expiration dates on $coupons(8-8-16) and the 1-csr even made a date up Ive never seen on a coupon(8-8)you say I used them at CVS, thats because im FORCED to before they EXPIRE because you wont give me a *** card which is what Ive been TALKING ABOUT ALL ALONGHOW HARD IS IT????????? add up how much you make off my Rx's in a year and that how much youve lost because of FIFTEEN DOLLARS IN GIFT CARDSIVE NEVER SEEN SUCH BLAMELESS PEOPLE IN MY LIFE
Regards,
*** ***

Good Afternoon, We have reviewed Ms***'s account and can confirm the correct amount of points has been added to the account and that the points are tracking correctlyUnfortunately, We cannot provide credits for prescriptions picked up earlier than 01/01/ Thank you, ***

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complaint # *** / Ms*** ***
To whom it may concern:
CVS Caremark Specialty Pharmacy is the preferred provider for Ms***
***’s plan benefit. Thank you for the opportunity to address Ms***'s concerns as expressed in Complaint # ***
Upon review of this concern we verified Ms***'s order was initially scheduled on January 27, for delivery the next dayDue to a change with Ms***'s insurance there was a delay with the order due to the new insurance requiring a prior authorization for coverage of the medications requestedThere was some confusion with which plan our Specialty Pharmacy should be billingOnce Ms*** confirmed that we were supposed to be using her *** coverage the prior authorization process was completed and the order for her medications was able to be shippedThe new scheduled delivery date was February 2, Ms***’s expired insurance has been removed from her profile to ensure there are no future issues
Additionally, Ms***’s previous plan covered the medications in questions with a $copaymentMs***’s new plan covered one of the medication in the order with a $copayment and the other medication in the order with a $copaymentThe $total due for the order was a correct amount pursuant to her plan benefit
We 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 Ms*** have any additional questions or concerns, please do not hesitate in contacting me at ###-###-####
Sincerely,
***
Member Advocate

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** 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 Area Pharmacy Supervisor *** *** has investigated and addressed this matter with store staffMr*** has also spoken to Mr***, offering his apologies and explaining what occured If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you, ***

Good AfternoonOn behalf of CVS/pharmacy, I would like to apologize to Ms*** for any miscommunications she may have encountered at 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 Pharmacy Supervisor *** *** has investigated and addressed this matter with the pharmacy staff of our store location in *** ***, NY Ms*** has verified that the prescription the customer refers to did receive prior authorization and was picked up by the customer on the 7th of May.We have also confirmed with the pharmacy staff that the customers' concern regards prior authorization requirements set in place by her insurance agency Whenever the customer provides us a prescription we make regular attempts to follow up with the customers' doctor to receive approval We have also been able to confirm that both the customers' doctor as well as our staff have explained to the customer that with these kinds of requirements delays can occur that are not always under our control.If we can be of further assistance we invite Ms*** to contact Customer Relations at *** *** and refer to incident number ***.Thank You,***

Good Afternoon, We have confirmed with out Minute Clinic team that the account in question has had the balance reduced to $0.00.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for the problem he encountered when trying to fill a prescription 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 CVS Corporate Pharmacist, *** *** has investigated and discussed Mr***’s concerns with staff Pharmacist and Pharmacy SupervisorMr*** left several voice mails and emailed Mr*** requesting he contact him to discuss this matter further. Mr*** has not respondedIt is necessary for Mr*** to communicate with Mr*** in order to address his complaint If we can be of further assistance we invite Mr*** to contact Customer Relations at *** *** and refer to incident number ***.Regards,*** *** | CVS Health | Retail Executive Support Representative

Dear Mr***,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered at her local CVS regarding the usage of his percentage off coupons 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 your comments with the appropriate department within CVS for further consideration In hopes of clarification, I wanted to advise you that CVS Pharmacy does not accept percent off coupons for sale and promotional items, including any items included in our weekly ad circular or "Buy One, Get One" promotions Additional exclusions include milk, prescriptions, alcohol, gift cards, lottery tickets, money orders, postage stamps and pre-paid cardsPlease visit us at *** for more details.Thank you again Mr***, for bringing this matter to our attentionThrough your input, we are committed to better serving the needs of our customersWe value your business and look forward to serving you again soon Thank you,***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered with the *** *** pre-paid card he pur***d 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. We have attempted to contact Mr*** in order gain additional information in order to assist him, unfortunately, we have been unsuccessful in our attemptsWe would like to encourage Mr*** to contact our Customer Relations Department at 1-*** (1-***) with the reference number ***.Thank you,***

March 15,
Revdex.com of Eastern MA, ME, RI, & VT*** *** *** *** *** ***
*** ** ***
Complaint ID: *** / *** ***
To whom it may concern:
CVS/caremark administers the prescription benefits portion of the health plan for *** *** ***, of
which Mrs*** *** is a memberThis letter is in response to the correspondence we received from your office on March 7, Thank you for the opportunity to address Mrs***'s concern as expressed in Complaint ID: ***
In review of the order in question, we have verified the prescription was received in our mail order pharmacy via an electronic prescription request on December 7, The prescription was processed and shipped on December 9, The prescription was written for a dependant that had not used the mail order service since January As a courtesy, due to the possible confusion in the prescriber’s office, we have adjusted Mrs***’s account to reflect a $credit leaving a $balance
We value Mrs*** 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*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** ***
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 # ***(Your responses aren't answering anything other than telling me to call the same number that got me NOWHERE in the first placeSO beyond dispointing) Let me be very clear, *** did make the rerun(without receipt) but he said it was out of "courtesy" not because it was actually your store policyYou have not addressed anything I was told, And both stores stood by their "own store policies" they made up themselfs NOT the store policies that are listed both in your store and on your web site, if you read my complaint you would have seen this I'm not sure why you keep answering with the same reply, because again the store policies that were verbally explained to me are NOT what you have in writingAlso the district manger never contacted me and the item with a receipt that was on sale is still NOT returned(and still broke California law)I am disappointed that these are you responses though now it is more clear to me why this happens at your storesNo one on a corporate level steps in to enforce anything so stores are left to act as they please. On a final note you really should remove "Our hassle-free return policy" From your return policy as this could not be further from the truth. If moving all my prescriptions at your store wasn't such a hassle I would have left cvs after this issueI do not feel welcome at your stores and do not enjoy being lied to.
Regards,
*** ***

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Ms*** ***’s rebuttal and apologize once again for the problems she encountered with the billing of her prescriptions at her 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 CVS Third Party Billing Specialist, *** *** has investigated and addressed this complaintMs*** has confirmed that all claims in question have been reversedMs*** spoke with Ms*** and has resolved this matter with her. If we can be of further assistance we invite Ms*** to contact Customer Relations at *** *** and refer to incident number ***. Regards,*** *** | CVS Health | Retail Executive Support Representative

Good Afternoon, We have been advised that District Manager *** ** has spoken to Mr*** about his concernsWe have also mailed Mr*** a CVS gift card in the value of $which he would receive before 08/26/If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number ***Thank you, ***

Good Afternoon, It is our understanding that District Manager *** *** has reached out an spoken to Ms***Ms*** apologized to Ms*** that we do not have a sufficient explanation as to what happened to the cameraMs*** was offered $to replace the camera and accepted our resolution.Ms*** is welcome to contact out Customer Relations department at 1-800-SHOP-CVS (1-800-746-7287) with the reference incident number *** if she has any further questions or concerns.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 # ***Please add your rejection comments below.
Attached photos
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** for the problem she encountered with the billing of her daughter’s prescription at her 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 action. It is our understanding that CVS Third Party Billing Specialist, *** *** has investigated and addressed Ms***’s concerns Mr*** has left a voicemail for Ms*** requesting he contact her directly to discuss the billing and reimbursement for her daughter’s prescriptions. Ms*** has not responded. If we can be of further assistance we invite Ms*** to contact Customer Relations at 800-SHOP-CVS (***) and refer to incident number ***.Regards,*** *** | CVS Health | Retail Executive Support Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered at her 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. Ms***'s feedback has been forwarded to the District Leader responsible for this location with a request to address the matter with the store staffWe have also added a $ExtraBucks coupon to Ms***'s ExtraCare account which will be available to use as of 03/01/2018. If we can be of further assistance, Ms*** can reach out to our Customer Relations Department at 1-*** ***) and reference incident number ***.Thank you,***

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the experience she had with a product she purchased at her local 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 action. It is our understanding that CVS Risk Adjuster, *** *** is investigating and addressing this concern with CVS vendor responsible for this product. Ms*** has emailed Ms*** the steps she is taking to resolve this matter with her. Ms*** has assured Ms*** she will follow up with her once she receives response from CVS vendorMs*** has provided her direct contact information for Ms*** to reach out to her directly if he has any further concerns.If we can be of further assistance Ms*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number ***.Regards,*** *** | CVS Health | Retail Executive Support 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 # ***.
I am not satisfied with the response from CVSI stated in my original complaint that in their cancelation email they gave me a percentage off to be used towards the canvases, but that it did not come close in price to what I purchased the canvases atThis will be resolved when I receive the canvases for the original price I paid for them. Regards,
*** ***