CVS Pharmacy, Inc.

I spoke with the district manager on 1-March-2018. He offered to refund the cost of the prescription as a CVS gift card. No other resolution is required. But I would like to note that I am not the only customer that has problems with this location. Their [redacted] and [redacted] reviews are awful,  many 1 star ratings. As I stated to Nat, CVS would be wise to start monitoring pharmacy phone calls for quality assurance. This location will either improve because of it, or CVS will find the customer interactions so alarming that they opt to terminate pharmacy techs and pharmacists. I will not fill prescriptions through CVS again, but I will happily shop for other items inside the store. The other employees are friendly and helpful.
Regards,
[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Ms. [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 welcome Ms. [redacted] to contact out Customer Relations team members at [redacted]) and refer to incident number [redacted] with any further questions.Thank you,[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had with the CVS [redacted]proof adhesive tape.  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 appreciate Mr. [redacted]'s emailing our Customer Relations Department after I left a message for him. He provided the necessary information for us to share with our Quality team and a check for $7.00 will be sent to Mr. [redacted] at the address he has provided. If we can be of further assistance, Mr. [redacted] may reach out to our Customer Relations Department at [redacted]) option 3 and reference incident number [redacted].Regards,[redacted]Senior Customer Relations Representative

December 13, 2016
 
Revdex.com
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705
 
Complaint ID: [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription benefits portion of the health plan for [redacted], of...

which Mr. [redacted] is a member. This letter is in response to the correspondence we received from your office on November 29, 2016. Thank you for the opportunity to address Mr. [redacted]’ concerns as expressed in Complaint ID: [redacted].
Upon review of this concern we verified our specialty customer care team placed an order for Mr. [redacted]’ medication and did not set it up properly. This caused a delay in processing his order and an override was placed to allow Mr. [redacted] to fill his medication at his local pharmacy. Mr. [redacted] filled this medication on October 14, 2016 and again on November 28, 2016 at his local pharmacy. Mr. [redacted] has spoken with the specialty pharmacy and his concerns were addressed and his questions answered. The order placement process is being reviewed by specialty management. [redacted] has been assigned to Mr. [redacted] as his specialty single point of contact for future specialty orders and concerns.
 
Additionally, upon review of Mr. [redacted]’ interactions with our specialty 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 specialty customer care team with whom Mr. [redacted] interacted.
 
We value Mr. [redacted] as a member and we remain fully committed 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

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problems she encountered when trying to fill a 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 Ms. [redacted]’s complaint with the pharmacist and staff.  Ms. [redacted] spoke with Ms. [redacted] and addressed her concerns and assured her that steps would be taken to ensure her future pharmacy visits are more pleasurable.  If we can be of further assistance we invite Ms. [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 the fact her prescription was misplaced and the poor customer service she encountered 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 this matter with the pharmacy staff. Mr. [redacted] has been in contact with Ms. [redacted] and was able to locate the prescription. Ms. [redacted] has also waived the co-payment for the prescription and extended his apologies to the customer. 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] [redacted] for the experience he had when trying to use per cent off coupons emailed to him by CVS Extra Care Department.  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. CVS Extra Care Specialist, [redacted] has investigated and addressed Mr. [redacted]’s complaint.  I left a detailed voice mail & email for Mr. [redacted] assuring him that this email coupon problem has been resolved. Mr. [redacted] responded that he will return to the store to retry using the coupon and was advised to have store call CVS Customer Relations if further assistance was needed while he was in the store. If we can be of further assistance Mr. [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

Good Morning, I have reached out to Ms. [redacted] and confirmed that the Gift Card she has was not obtained directly through CVS and therefore we cannot offer additional assistance. With that said we have advised her to reach out to the third party she received the card from.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 our CVS.com Customer Care team has investigated and addressed this matter. They have notified the customer about the pending charge on her [redacted] gift card and that the funds will be returned to that account. The time it takes for the credit to take place is dependent upon the issuing bank of that gift card. The reason Ms. [redacted]'s [redacted] gift card did not work is we do not except pre-paid cards as a form of payment on our website. Since the $2.12 is only a pending transaction we do not have the ability to credit it back at this time. Once the order is shopped out she will be billed on the debit card that she provided. 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,

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 problem she encountered with the billing of her prescription. 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] has investigated this complaint.  Ms. [redacted] called back and spoke with a Third Party Specialist who discussed the complaint with Ms. [redacted] and provided her with the contact number for her Pharmacy Benefits Manager for further assistance. The prescription in question was not filled at CVS Retail Pharmacy.  If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at [redacted] (###-###-####) and refer to incident number [redacted]. Regards,[redacted] | CVS Health | Retail Executive Support

In order to properly investigate your concerns, we are in need of additional information.  Please provide us with the following information: Member ID number and Date of Birth so we can locate your account and address your concerns.

Good Afternoon,While we regret that Mrs. [redacted] has provided a rebuttal to our response, without additional information we will be unable to assist further.  At this time we believe all resonable efforts have been made to assist Mrs. [redacted] in this matter.Thank You,[redacted]

Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont[redacted] Complaint ID: [redacted] / [redacted]  To whom it may concern: CVS/caremark administers the prescription benefits portion of the health plan for [redacted]...

[redacted], of which Mrs. [redacted] is a member. This letter is in response to the correspondence we received from your office on June 11, 2015. Thank you for the opportunity to address Mrs. [redacted] concerns as expressed in Complaint ID: [redacted]. Our records support that the medication in question 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.  Our filling pharmacy does not accept and does not return to stock unused portions of prescriptions that are returned by our members because we would no longer have any assurance of the strength, quality, purity or identity of the medication.  For this particular situation, CVS Caremark’s return policy does not allow for the return of medication for credit.  If the recipient refuses the shipment or returns the medication outside of acceptable reasons for a return under our policy, the recipient is still responsible for the full copayment. As a onetime courtesy we have sent Mrs. [redacted] a mailer to return the unused medication. Once our filling pharmacy has received the returned medication Mrs. [redacted] will receive full credit.  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] [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].
I understand that the position of the pharmacy is to not accept return on items that their storage conditions cannot be verified.  The multiple issues by which CVS is at fault have not been addressed in its response.  -First, the medication is a controlled substance and they will not accept a return for its proper disposal.  -Second, this issue has been a constant pursuit since April of this year.  Addressing this issue now as ‘we can’t do anything now since the medication was issued in February’ is labeling us as at fault for not resolving the issue sooner.  As it seems, a business as big as CVS believes it can just drown the common customer with delays until they eventually give up.-Third, they indicated that the medication is covered at 100% despite only actually being covered at 0%.  This is without a doubt an error on behalf of CVS.  Had they properly identified the coverage level at the time is medication was issued, all of this could have been avoided.  Instead, CVS saw a chance to make a money grab and took it and is now saying, ‘oh since you didn’t recognize OUR error in the minute amount of unspecified time provided, we cannot reimburse you’.  Each of these reasons require a response.  And the last two, each individually, are sufficient to warrant a refund.Regards,
[redacted]

Tell us why here...
On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had with a product he purchased at his 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 left voicemails and emailed Mr. [redacted] requesting he contact me directly, more product information is needed in order to address Mr. [redacted]’s concerns.  Mr. [redacted] has not responded.
If we can be of further assistance Mr. [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

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]. . 
CVS has not provided a satisfactory response.  I also do not understand why they keep referring me to their 800 customer service number as it is crystal clear in my complaint that I contacted their 800# prior to making a claim.  They were unable to address my issue and stated that 1) coupons are issued with short expiry dates and 2) many coupons are simply rejected to issues related to the manufacturer and that they cannot resolve those issues.  My contention is that CVS has a misleading business practice in issuing short-expiry coupons and making it difficult to identify when the coupon will expire.  This misleading business practices entices consumers to come to their stores and make large purchases to take advantage of the coupon.  This is what happened in my case where my coupon was rejected and customer service has offered no remediation to me or any acknowledgement of their misleading business practice.  Therefore, my claim has not been resolved and CVS continues to feignresolution by referring me to their 800 number.  Meanwhile, I continue to receive misleading offers, coupons, and promotional pieces from them which I have requested be stopped.
Regards,
[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problems she encountered with her local CVS Pharmacy after receiving her medication.  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 and addressed this matter with pharmacy staff, including the pharmacy manager. Ms. [redacted] has been working with the Pharmacy Manager to replace Ms. [redacted]’s medication. Ms. [redacted] has made several calls to Ms. [redacted], as well as sent her an email. Ms. [redacted] assured us that steps have been taken to prevent this matter from occurring in the future. If we can be of further assistance, we invite Ms. [redacted] to contact Customer Relations at [redacted]) and refer to incident number [redacted].

Good MorningOn behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered regarding the purchase of a Green Dot 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.  I called and spoke to Mr. [redacted] to address his concerns around the Green Dot Card. We went over the type of card that was purchased and why it had required a SSN to activate. I did confirm that Mr. [redacted] was able to obtain a refund from Green Dot and there were no more issues concerning the card. Additionally, I addressed his interaction with the store staff and sent his concerns to the Leadership Team responsible for the store location.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]

I am sending both Mr. [redacted], CVS CEO and the Revdex.com more information regarding this.  The material will be sent out today by U.S. Mail only to Mr. [redacted] and the Revdex.com involved.  It will explain things in detail that the Revdex.com did not get from the CVS people with whom they have been talking with.[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. Regards,
[redacted]

Revdex.com:
CVS has agreed to issue a $10 credit in order to make up the savings I would have received with the purchase. As long as CVS issues this credit as promised on Saturday, I fully accept this response and agree to close out the complaint.Thank You!
Regards,
[redacted]