CVS Pharmacy, Inc.

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,
[redacted]  they didn't solve the problem, the same day that I ask Mr.[redacted] for the apology from his worker Mr. [redacted], and he told me I dont know if Mr. [redacted] in the store or not he is the distrect manager and he dont know the schedule for one of his store manager, I told him normally they came the same days and I have the insident with Mr. [redacted] on friday, and Mr. [redacted] called me on friday. so I stoped by the store on friday just to know that they lie the point that Mr. [redacted] made this in purpose and he dont want to appology, I found him there june 26 around 2:00 PM and when he saw me he just look at me and laugh, so Mr. [redacted] your manager want to proff to me that I am not welcome in the store and he can do what he want, even you Mr. [redacted] when I told you I hate to deal with this pharmacey you give me advise that I can go to the next door CVS, but this will never happen just for Mr. [redacted] to know I will come when I want.so please help to solve the problem because CVS managment dont want or dont like to help

At this time we are requesting additional information from Mr.[redacted] to fully resolve his concerns. I have attached the letter we are sending to Mr.[redacted], requesting information that will assist us in resolving to the customers satisfaction.Thank you,[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience 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 Area Pharmacy Supervisor [redacted] has investigated and addressed this matter with Pharmacy staff, including the Pharmacist [redacted]. Ms. [redacted] has spoken to Mr. [redacted] regarding his experience and explained what rights pharmacists have regarding the dispensing of medication. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] and refer to incident number [redacted].Thank you, [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].
I had already filled this prescription once through the store  which left two refills. The online pharmacy should not have even been able to fill the original prescription for a ninety day supply. because they did I could not fill the remaining prescription at the store. They still have not sent the mailer and I was forced to either open the medication or do without my medication. If they had offered this solution at the time of my call to the online pharmacy this could have been resolved very simply. I still don't understand how they filled a prescription that only had two refills left with a ninety day supply. I checked the dates on the bottles and I filled mine first before they filled the prescription.
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]. 
[Response is unfortunately and unacceptable. Calling the number provided doesn’t warrant me a refund and the dispute process is a joke.]
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]

Good Afternoon,We regret that Mr. [redacted] remains dissatisfied with our resolution in this matter.  We have once again determined that the customers transaction was in keeping with our coupon policy and the terms of service outlined within our advertisement circulars.  Given our investigation of this matter we would be unable to provide the customer the dispensation they are requesting.Thank You,[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with her CVS.com order.  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 Customer Care Supervisor [redacted] investigated and addressed this matter. Mr. [redacted] has also sent Ms. [redacted] a replacement order. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (###-###-####) and reference incident number [redacted].Thank you,[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had when making a purchase from [redacted].  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.com Supervisor, [redacted] has investigated and addressed Mr. [redacted]’s complaint. Mr. [redacted] was refunded for the item in question.  An email was sent by CVS.com to Mr. [redacted] with the resolution to this problem.  If we can be of further assistance Mr. [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon, At this time we would greatly appreciate if Ms. [redacted] could forward a photo of the flyer she received as we do not have a record of one going out via mail. Our Extra Care team reviewed their system and we do not have a mailing address on file for Ms. [redacted] for her Extra Care card ending in 1060. If Mr. [redacted] has another Extra Care card if she could please provide that full card number as well so we can investigate further. Thank you,[redacted]

Tell us why here...
On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] D. [redacted] for the problem he encountered with the billing of his prescription at his 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, [redacted] investigated Mr. [redacted]?s prescription billing concerns and needs more information from Mr. [redacted] in order to assist him.  Ms. [redacted] called and left voicemails for Mr. [redacted] with her contact information.  Mr. [redacted] has not responded.
If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted].
Regards,
[redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon,On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for her experience with the non-CVS prepaid card she has purchased.  At CVS, our goal is to provide a simple and professional retail experience.  When we find that we have disappointed a customer, we believe...

it is important to understand what happened, and to take the correct action.In order to investigate this concern and coordinate with the vendor we have attempted to reach out to Ms. [redacted] to gather further details regarding the transaction.  Unfortunately we have been unable to speak with the customer at this time, we have written to Ms. [redacted] requesting that she contact us directly regarding this matter.  Once we have been able to review the purchase information with the customer we will be able have a better understanding of what has occurred.The customers concerns have been noted and we thank her for bringing her experience to our attention.  If we can be of further assistance, we invite Ms. [redacted] to contact Customer Relations at [redacted]) and refer to incident number [redacted].Thank You,[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had with a product 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 the product vendor spoke with Ms. [redacted] attempting to resolve this matter with her.  The product vendor has been unsuccessful in reaching a resolution with Ms. [redacted].  CVS Risk Management Adjuster [redacted] left several voicemails for Ms. [redacted] offering to discuss this matter further with her.  Ms. [redacted] has not responded.If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

March 23, 2016
Revdex.com
[redacted]
Complainant ID: [redacted] / [redacted]
To Whom It May Concern:
This letter is in response to the correspondence we received from your office on March 8, 2016. Thank you for...

the opportunity to address Mrs. [redacted]’s concerns regarding the delay with receiving her medication.
Mrs. [redacted] has been prescribed a medication that must be exclusively filled through our specialty pharmacy. Mrs. [redacted]’s March order was delayed due to her co-pay assistance expiring on March 3, 2016. On March 8, 2016 Mrs. [redacted]’s medication was sent to her via courier delivery and signed for on the same date.  In an effort to be make sure Mrs. [redacted] receives her medication on time in the future we wanted to discuss some options with her. One of these options was to have a single point of contact that Mrs. [redacted] can call directly to have her medication filled.  Voice mail messages have been left with Mrs. [redacted] but we have been unsuccessful in making contact with her. Mrs. [redacted] can contact [redacted] at [redacted] from 10:30 a.m. to 8:00 p.m. Eastern Time. [redacted] will be available to assist Mrs. [redacted] regarding assignment of a single point of contact as well as discussing her co-pay assistance program.
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 to contact me at [redacted].  My office hours are Monday thru Friday from 9:00 a.m. to 5:30 p.m. Central Standard Time.
Sincerely,
[redacted]
Member Advocate

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had obtaining her medication. 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 our Corporate Pharmacist Denise has attempted to reach Ms. [redacted] on three occasions and has left messages asking her to return her call in order to discuss her concerns. If we can be of further assistance, Ms. [redacted] can reach our corporate pharmacist at [redacted]. Thank you, [redacted]CVS Senior Customer Relations Representative

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the poor customer service he encountered when calling our Customer Service line, as well as receiving unwanted emails from 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 Customer Relations Manager [redacted] has investigated and addressed this matter with the staff members Mr. [redacted] Spoke with. We have also mailed Mr. [redacted] an apology letter for the service he was provided. I have also attempted to contact Mr. [redacted] regarding the emails he has been receiving. I would need Mr. [redacted] to forward an example email to me in order to have the issue addressed. I have reached out to Mr. [redacted] via telephone and e-mail and have not received a response. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number [redacted]. Thank you, [redacted]

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered at his local CVS regarding the purchase of a [redacted] gift card and multiple charges on her credit card.  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 District Manager [redacted] has investigated and addressed this matter with store staff, including the Store Manager [redacted]. In speaking to the cashier [redacted] there was an error during the transaction and the [redacted] gift card Mr. [redacted] attempted to purchase did not activate properly. [redacted] advised she would void that transaction and asked Mr. [redacted] to obtain another [redacted] gift card from the display. The second transaction went through successfully, unfortunately there was no void of the first transaction resulting in Mr. [redacted] seeing the duplicate charge on his credit card. We also looked into the disputed charge Mr. [redacted] made through his credit card company directly. We presented the required information to [redacted] for their review. [redacted] then determined that due to the transaction numbers being different as well as the gift card numbers being different they would rule in favor of CVS thus reversing the initial credit he received. Ms. [redacted] has since reached out to Mr. [redacted] to address the situation. We have provided him $50 in cash as well as a gift card. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you, [redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the experience she had with a CVS Brand product 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.  I have forwarded [redacted] concerns to the appropriate CVS Department for their review. I spoke with [redacted] and apologized for her product experience and resolved this matter with her.  If we can be of further assistance [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

In order to properly investigate your concerns, we are in need of additional information.  Please provide us with the following information: Member ID number, Date of Birth, and the medication that is not being covered.

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for his experience with our Pharmacy and Health rewards program.  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 reviewed Mr. [redacted]' ExtraCare account and verified the total points earned this year is 20 which would transalte into two $5 ExtraBucks coupons. Once of the coupons was made available to Mr. [redacted] on 01/29/2017, the other will be made available between 03/11/2017 and 03/14/2017. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]