CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she encountered at her local CVS when using ExtraBucks.  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. Mr. [redacted] has ensured that the proper steps have been taken with store staff to prevent this issue from occurring in the future. We have spoken with Ms. [redacted] to apologize for her experience, communicate our efforts at store level, ensure that Ms. [redacted]'s account is current and her rewards for Quarter 4 2015 spending were accurate. 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] Customer Relations Supervisor

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the inconvenience he has experienced regarding a portion of his medication notifications. At CVS, our goal is to be a trusted partner in our customers' health care.  When a customer concern is brought to our...

attention we believe it is important to understand what has happened and take necessary steps towards a satisfactory outcome.We have brought Mr. [redacted]'s concerns to the attention of our digital team members for review.  They did verify that they have spoken with Mr. [redacted] in the past and have provided their assistance and clarification on these matters.  Our digital team members acknowledge that there are certain medications under federal guidelines that may on occasion be provided an incorrect notification under the mobile application, our team members have informed us that this limitation will be resolved in the near future with upcoming software updates.  Our digital team members have also confirmed that for medications under federal guidelines our customers can monitor them through our desktop or mobile web channels which do not have this limitation.  In regards to medications that are not under specific guidelines our team members perform continual audits to ensure that that the notifications provided to our customers are correctly worded and timed appropriately in accordance with a customers pharmacy profile.If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] (1-[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 am requesting that the card which said it as printed and never was because the machine in the store was malfunctioning be reissued.  There is no such thing as cannot.  Otherwise they can forward this complaint to the CEO of their company and also fix the consistent malfunctioning machine in the store.
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the poor customer service she encountered at her local CVS Pharmacy. At CVS, our goal is to make our customers' shopping experience positive.  When a customer concern is brought to our attention we believe it...

is important to understand what has happened and take necessary steps towards a satisfactory outcome.I have reomoved Ms. [redacted]'s telephone number from our automated call system. Once the system resets within the next 24 hours, any calls to Ms. [redacted] will cease and would not restart without her request. We will also provide her complaint to the Regional Leadership team for potential training opportunities and improvements within the store location.If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) 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].
There is absolutely nothing in the printed material sent to my home regarding alternate ways to earn points with the CVS Rewards program. Printed materials clearly state that the only way to earn points is through prescription refills. I can provide pictures of the printed material sent to my home, if need be. As stated previously, points should be extended into 2018, or as an alternative, $5  reward should be given. Consumers have no time over the holidays to act on the "additional" methods of earning points that were only recently conveyed after a complaint was written.
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered with the billing of his 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 Area Pharmacy Supervisor, Christina [redacted] has investigated and addressed Mr. [redacted]’s concerns with pharmacist and staff.  Ms. [redacted] spoke with Mr. [redacted] and discussed his prescription billing options with him. Ms. [redacted] has resolved this matter with Mr. [redacted]. 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

April 24, 2017
 
Revdex.com of Eastern MA, ME, RI, & VT290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705
Complaint ID: [redacted] / [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription benefits portion of the CareConnect Insurance Co...

health plan, of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on April 11, 2017. Thank you for the opportunity to address Ms. [redacted]’s concern as expressed in Complaint ID: [redacted].
 
Upon review of Ms. [redacted]’s concern, we verified she had an active prescription on file and it was enrolled in our auto refill program. On April 7, 2017, Ms. [redacted] called customer care and advised that she has since started using the [redacted]® and was therefore using a larger quantity of medication than originally prescribed. Ms. [redacted] was advised that an override could be placed to allow her to fill a new prescription reflecting the change in amount of medication. On April 8, 2017, Ms. [redacted] called customer care to verify that we had received the new order from her doctor and was told that we had the new prescription and it was in process. On April 10, 2017, Ms. [redacted] called customer care to get the status of the new order because she was running out of medication. Customer care advised Ms. [redacted] that the order had shipped but they were unable to provide a tracking number; this was not correct information.
 
Ms. [redacted] had to call customer care on April 11, 2017 when she had run out of medication and her order had not been delivered. When Ms. [redacted] spoke to customer care she advised them that she had previously been told her order had shipped. Ms. [redacted] was told that her order was still in process and had not shipped. Customer care advised Ms. [redacted] that they could assist her with a short term supply at her local pharmacy until she receives her medication in the mail. An override was entered to allow the medication to be filled at a local pharmacy. Ms. [redacted] was charged a $30 copayment which has since been credited to her account. The order in question shipped on April 11, 2017 via [redacted] and was delivered on April 12, 2017.
 
Lastly, upon completion of our internal investigation; it has been determined that our customer care team failed to meet our level of expectations.  Upon review of Ms. [redacted]’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 Ms. [redacted] interacted.  I contacted Ms. [redacted] to review our findings and to offer her my contact information should she need further assistance.
 
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] experienced. We 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 at [redacted].
 
Sincerely,
 
 
[redacted]
Member Advocate

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] 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 District Manager [redacted] has investigated and addressed this matter with store staff. Mr. [redacted] has also spoken to Mr. [redacted] and offered a $50 CVS gift card as our token of apology which Mr. [redacted] accepted.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]

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 reject the excuse "it was a system error" as I believe that it was an error in the marketing department to not program the system with the proper safeguards restricting multiple coupons to be used. I am not fooled. I have a business degree and also have worked in multiple companies that have utilized the excuse "system error" in order to cover the marketing department (or heads of the company) when they made mistakes launching offers. The system did exactly like it was programmed by allowing the use of multiple coupons. My wife (and other customers like us dealing with this deceptive excuse) should not be punished for human error. Also, the offer of 60% off is unacceptable in this situation. (My explanation follows below.)First, my wife tried the original 60% code she was given and it would not allow the three 11x14 canvas prints to be discounted. Second, the 60% does not bring her order to what she originally paid or within an acceptable price (under $50.00). She had two orders, one totaling $13.56 after discounts, and the second totaling $6.22 after discounts; together, they totaled $19.78. Third, both orders used a code for free shipping. If she uses the 60% offer (remembering that the three 11x14 prints are not allowing to be discounted), the total for all the prints she originally ordered (both orders combined into one) comes to $142.08 after discounts and the $36.89 shipping (which was free before) and the tax. $142.08 is a way more than the $19.78 she originally paid. Even if the 11x14 prints were allowed to be discounted, it would still be around $100. Now, it doesn't take a genius to figure out that this 60% off offer is unacceptable. 
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered 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 actionWe take the responsibility of serving your needs seriously, it has always been CVS Pharmacy's policy to honor all coupons that are within their expiration date.  Nothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired coupons.  Our new guidelines are merely designed to reduce any confusion and ensure that all customers have a consistent, positive experience when using coupons at our stores.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]

Good Afternoon,According to the steps we have taken, no additional calls should be made to Mr. [redacted]. However, if such phone calls occur, Mr. [redacted] is welcome to re-open his Revdex.com complaint or contact us directly at 1-[redacted].Thank you,[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Mr. [redacted]'s concern.  We have further confirmed with our Digital Photo team members that the 60% off Canvas Print offer is an appropriate solution given the nature of the system error that the customer experienced. We would also like to apologize that we referred to the customer inaccurately  our previous response. We welcome Mr. [redacted] to contact out Customer Relations team members at [redacted]) and refer to incident number [redacted] with any further questions.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 still do not find this a suitable conclusion. I feel I should get the canvases at the price advertised and that I paid.
Regards,
[redacted]

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at CVS regarding her return decline.  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 are sorry that we cannot accept your return at this time.  Our decision is based, in part, on information provided to us by The Retail Equation (TRE). Your Return Activity Report (RAR) may help you understand the reason for our decision. A free copy of your RAR is available by visiting TRE online at: [redacted]This report is held in TRE's files for a period of 60 days following a return warning or denial. You may also ensure the accuracy or completeness of any information in the RAR by following the dispute process.  TRE's Customer Service Office can be contacted at 1-[redacted] Monday - Friday, 8am-5pm PST or via mail at the following address:The Retail Equation [redacted]When contacting TRE, please have the transaction ID at the top of this slip, the ID number, full name, address, and phone number available.Thank you again Ms. [redacted] for reaching out to us regarding this matter. Through your input, we are committed to better serving the needs of our customers. We value your business and look forward to serving you again in the future.Thank you,[redacted]

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at CVS regarding her expired 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.  We take the responsibility of serving your needs seriously, it has always been CVS Pharmacy's policy to honor all coupons that are within their expiration date.  Nothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired coupons.  Our new guidelines are merely designed to reduce any confusion and ensure that all customers have a consistent, positive experience when using coupons at our stores. With that said we are unable to reissue any coupons that were not used before their date of expiration. Additionally, we have reached out to our legal department in regards to being compliant with ADA guidelines and have found that the ADA does not have a requirement for the font size on coupons or printed material. We regret that we have been unable to fully resolve Ms. [redacted] concern.  We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (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 negative experience he had regarding any phone calls from CVS or Silver Script.  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 it is important to understand what happened, and to take the correct action.I would like to confirm with Mr. [redacted] that the telephone number that he has provided has been placed on the do not call list.  It may take a few days from this notification for all departments to have this process finalized. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option 3 and reference incident number [redacted]Regards,[redacted]Senior Customer Relations Representative

Good Afternoon, As the reason for the rejection of our response was not provided, we are unable to address the issue. 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]

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 reject their response because today is May 14th and I have not only not received the refund check, but have had no communication of any kind from CVS with regard to this matter.  It has been 4 months since I first requested the refund from the program which they cancelled.  In 4 months they have not been able to locate my address.  They are so disingenuous.   I wish for the Revdex.com to continue to pursue this matter.  Something is not right here!!
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problems she encountered with her local CVS Pharmacy regarding prescriptions being filled.  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 the Area Pharmacy Supervisor [redacted] has investigated this matter and determined the customers’ prescriptions have required at times prior authorization from her insurance.  We have confirmed that our staff members have reached out these parties for approval as instructed but unfortunately we do not always receive immediate responses.  Mr. [redacted] has reached out to the customer and provided his contact information if Ms. [redacted] has any further questions.  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 Mr. [redacted] for the problems he encountered with the filling of his medication 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 Mr. [redacted]’s concerns with pharmacist and staff. Mr. [redacted] left several voicemails and email for Mr. [redacted] with his direct contact information requesting to speak with him directly to address his concerns.   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