CVS Pharmacy, Inc.

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered at her local CVS regarding her experience in the pharmacy and with the front store staffAt 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 Leader *** *** has investigated and addressed this matter with store staff, including the Store and Pharmacy ManagerMs*** spoke to Ms*** on 3/14/surrounding this concernShe apologized for the situation and advised that the $is available for her in the pharmacyMs*** was offered a call back from the Region Director to which she declinedWe are also able to confirm that Ms*** does have the medication she was needingAdditionally, Ms*** has reached out to our Executive Support team in the past and her concern has been shared with their offices. If we can be of further assistance, can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.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 # ***.Thank you for your timely responseUnfortunately , the 60% off one time coupon is what was initially sent in the email prior to your responseI do not think that it is acceptable to cancel my order and then provide a refund These were gifts and I did not do anything your system didn't allow me to do , I hope to get each purchase for the discounted prices I originally purchased them for. Regards,
*** ***

Good Morning,We regret that we have been unable to fully resolve Ms***'s concern We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome.We welcome Ms*** to contact out Customer Relations team members at 1-*** (***) and refer to incident number *** with any further questions.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 # ***.
[I have already done thatThe report is incorrect.
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. If I do not receive the refund I will callThey should take steps to chek the quality of this product
Regards,
*** ***s

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.
Hi ***,The problem is someone used the card at a CVS store in CaliforniaI live in MarylandAll of the transactions that were used by me prior to Jan 9, are in bowie/crofton Maryland areaIf someone is able to use it and I have the gift card in my possession it means your cvs gift card/certificate is not secureSomeone other than me was able to use itTHIS IS SIMILAR TO CREDIT CARD FRAUD!!! The issues include:How do I know if it could have been cashier error and the cashier punched in a wrong digit and my gift card was deducted for the amount of $on Jan 9, 2018. How do I know it is not an internal issue? Internal theft from a cashier or a previous employeeThere is an approval code on the transaction in question with the date and time of transaction and store numberYou should be able to go back in to your system and check that transaction outI assume you guys have cameras in your storesYou should be able to pull footage.The e-card/certificate was active and used by me without a problem prior to Jan 7, 2017. It has nothing to do with where I got the gift card from but an issue with security. When I was issued the e-card, it was issued with a secured link where I had to enter my password and the link had a time limit on it. If there was an issue with mypoints.com, my whole account would be compromised. Not once did the cashier ask for pin when I was using the gift card prior to Jan 7, With other retailers such as *** and *** ***, for all gift cards regardless if it is a electronic certificate or a physical cardThey always ask for a PIN for security purposes.This will happen again with someone else!!!!
Regards,
*** ***

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. I did receive a phone call from CVS and have made attempts at calling themThey never answer the phoneI have not received any emails from them requesting information nor do they include an email in their response to Revdex.com
Regards,
*** ***

April 17,
Revdex.com
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complaint ID: ***/*** ***
To whom it may concern:
CVS Caremark administers the prescription benefit portion of the Group Insurance Commission
Health Plan, of which Mrs*** *** is a member. This letter is in response to the correspondence we received from your office on March 31, 2017. Thank you for the opportunity to address Mrs***'s concerns as expressed in Complaint ID: ***.
Upon review of Mrs***'s concerns with our Claims Department it was determined that the prescription claim reimbursement request had not been received in November or December. In January, the request was received via fax but there was a miscommunication between departments and the request was not processed. This miscommunication has been addressed.
We contacted Mrs*** and gathered the necessary documentation to process the paper claim reimbursement request. Upon processing, the claims were rejected due to the prescription being a specialty medicationPursuant to Mrs***’s plan design, specialty medications are required to be filled through the Caremark Specialty Pharmacy. We were able to acquire an exception that would allow this specialty medication to be processed outside of this requirement. This exception has been approved until September 22, This exception should cover the timeframe for which Mrs*** has advised she will be out of the country. If Mrs*** continues to be out of the country beyond this timeframe, she will need to make a request to have this exception extended.
Our paper claims department has been able to successfully process each of the claims, including the two additional claims sent from Mrs***. Check # ***, in the amount of $6,has been issued and should arrive within 7-days. The check was sent to *** *** *** *** *** *** *** *** *** *** ***
We sincerely apologize for any frustration or inconvenience that Mrs*** experienced. We value Mrs*** as a member and we remain fully committed 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 to contact me at 1-***
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 # ***I appreciate the apology and assurance that the staff has been briefed so it doesn't occur again, but I still don't have my complete medication prescription filled. I imagine I will just have to accept that but I can't honestly say the issue is completely resolved
Regards,
*** ***

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.
I have been dealing with this issue since the 25th of JanuaryI did receive a phone call from *** and did call her back and left a messageI am currently on the phone with *** now.
Regards,
*** ***

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 # ***
CVS did't provide an adequate response for me I want my $back
Regards,
*** ***

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 # ***.
My complaint has not been resolved.
Regards,
*** ***

Oh behalf of CVS Pharmacy, I want to once again apologize to Mr*** *** for his experience with our CVS curbside pickup. Mr*** and I spoke on 10/28, at that time we discussed that his initial order for *** dish soaps totaling $was canceled prior to be sent to the store to fulfill his order, a secondary order for $was placed and processed through curbside pickup. The $purchase price was paid for with a $ExtraBuck coupon and $was paid by credit card. When the return was processed for this order $was refunded to the credit card used for the purchase and a $CVS money card was activated. We have confirmed the refund to the credit card for $has settled. Due to Mr*** stating he did not receive the $CVS money card as well as the lost ability to use the $Extrabucks for curbside promotions I added $in Extrabucks to his ExtraCare card to print for him at store level The $has been ready for the Mr*** to print out and use as of 10/30/16, however his ExtraCare card has not been utilized at store level which is needed in order to obtain this coupon, since prior to our conversationWe apologize again for this curbside issueIf we can be of further Mr*** can reach out to our Customer Relations Department at 800-SHOP-CVS (###-###-####) option and reference incident number ***

On behalf of CVS/pharmacy, I would like to respond and apologize to Mr. [redacted] for the problems she encountered at her local CVS Pharmacy, regarding the price of medication which was processed through his insurance.  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 this matter has been investigated by Area Pharmacy Supervisor, [redacted]. Ms. [redacted] has spoken with Mr. [redacted] to discuss the findings. She explained that when she called [redacted] at Caremark’s help desk they confirmed that all three prescriptions were rejected as not covered.  Mr. [redacted] was directed to his benefit manager for any other concerns about coverage.  In the meantime with Mr. [redacted]s approval, our pharmacy will offer to use the TN discount card to help with the prices of the medications. If we can be of further assistance, we invite Ms. Casey to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted].Regards,[redacted]Senior Customer Relations Representative

Good Afternoon, We would like to clarify that Ms. [redacted]'s complaint was sent to the appropriate department for review, however, at this time our coupon policy remains intact and we would not be able to offer further communication. Thank you,[redacted]

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont[redacted] Complaint ID: [redacted] / [redacted] (Rebuttal)  To whom it may concern: CVS/caremark administers the prescription benefits portion of the health plan for [redacted], of which Mrs. [redacted] is a member. Thank you for the opportunity to further address Mrs. [redacted]'s concerns as expressed in Complaint ID: [redacted]. CVS/caremark mail order pharmacy filled order # [redacted] for the medication in question when the request was received on June 6, 2015 via electronic prescription from Dr. [redacted] office. The prescription for the medication in question was not requested nor initiated by CVS/caremark.  Furthermore this was not an order that was filled based off the Mrs. [redacted] prescription at retail. This order was filled from the electronic prescription received from Dr. [redacted] office. Our records support that the mailer to retrieve the medication was mailed out on July 1, 2015. Once our filling pharmacy has received the returned medication Mrs. [redacted] will receive credit for the return.  We value Mrs. [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 Mrs. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at ###-###-####. Sincerely,   [redacted]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 # [redacted].  
[Since the purchase is not pending and says complete (see photo). I won't be accepting this response as it has processed and cleared.]
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mrs. [redacted] for the problems she encountered with the filling of her prescription 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 Area Pharmacy Supervisor, [redacted] has investigated and addressed Mrs. [redacted] concerns with pharmacist and staff.  Mr. [redacted] emailed Mrs. [redacted] apologizing for her negative pharmacy experience and assuring her of steps being taken in the pharmacy to prevent such occurrences in the future.  If we can be of further assistance we invite Mrs. [redacted] to contact Customer Relations at [redacted]) and refer to incident number [redacted].Regards,[redacted] | 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 # [redacted]. . 
I have received one phone call from Mr. [redacted], which I did return and reached voicemail, I received one phone call from the store which I did return and spoke with [redacted], and your response references somebody else that is not me. I would still like to talk to Mr. [redacted].
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Ms. [redacted]’s rebuttal and apologize once again for the difficulty she is having in receiving a check from CVS.  I have made multiple attempts to reach Ms. [redacted] by phone and email which were unsuccessful.  We need to obtain additional details so we can address and resolve this matter.  We invite Ms. [redacted] to contact us at 800-SHOP-CVS (800-746-7287) and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative