CVS Pharmacy, Inc.

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience with CVS/Caremark in regards to the billing of a prescription.. At CVS, our goal is to make our customers' 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 Third Party Billing Agent [redacted] has investigated and addressed this matter. Mr. [redacted] had spoken with Ms. [redacted] in late October and reviewed each script in question.  Ms. [redacted] has agreed to accept a check in the amount of $501.40 which represented the balance owed to the insurance company. The check was processed by our bank on 11/02/2016 and should be received by Ms. [redacted] shortly. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] and reference incident number [redacted].Thank you,[redacted]

October 10, 2016
 
 
 
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705
 
Complaint # [redacted]
 
To whom it may concern,
 
CVS Caremark administers the prescription benefits portion of the CarMax health plan, of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on September 21, 2016. Thank you for the opportunity to address Ms. [redacted]’ concerns as expressed in Complaint # 11706797.In an effort to accommodate Mrs. [redacted], contact was made with Mrs. [redacted]’ prescribing physician. The physician’s office will write out the prescription quantity so that Mrs. [redacted] will receive 3 full boxes of the medication in question for a 90 day supply. This updated prescription has been sent to Mrs. [redacted] local CVS pharmacy and will be ready for her next fill.
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

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered when contacting our Customer Relations department regarding the automated refill reminder calls.  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. This matter has been addressed with CVS Customer Relations staff and agent involved. Steps have been taken to prevent such occurrence in the future. Senior Customer Relations Agent [redacted] has verified that Ms. [redacted]’s telephone number is now opted out of all automated phone calls.  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].

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’ prescription requires authorization from Ipledge for every pick up. The medications have also been submitted through all insurance programs, reflecting the correct deductible and have been sold. Mr. [redacted] has reached out to the customer and provided his contact information if Ms. [redacted] has any further questions on multiple occasions.  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]

While it is true I spoke with a corporate pharmacist, it remains unclear what is being done, and whether I will be able to go to my home CVS for future prescriptions.  As I mentioned, the pharmacist threatened to never refill a prescription for me again, and the response does not clarify whether this is true.  I would like some clarification on this issue before this complaint is resolved.  
Regards,
[redacted]

member id [redacted]dob [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]

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. 
CVS refuses to take responsibility for their mistakes. The [redacted] was included in the promotion. It was listed in the flyer and [redacted] was also listed on the sign for the household paper promotion. I already contacted the CVS ExtraBucks Team and the guy was short and rude. I know several people who received the Extra Bucks who made the same purchase that I did and I have proof. Look at this link where everyone is discussing the deal.[redacted]As CVS can CLEARLY see, it WAS being awarded to people who bought the larger boxes of [redacted]. [redacted] was included in the deal both in the flyer and on the sign. We are arguing over less than $2 and CVS simply refuses to admit they are wrong. It's truly unbelievable. I get these things is the mail about how I am in the top 10% of their customers and thanks so much, then they behave this way? Its really and truly unbelievable and outrageous.CVS constantly advertises confusing promotions and falls back on "terms" when they mess up instead of fixing the issue. They say something isn't included when it is included and is listed in the ad and on the sign. Someone is not programming all the computers correctly and it's causing confusion that IS NOT the customer's fault. Please provide me the contact information for the legal department because I intend to file a false advertisement class action suit. I am tired of fighting for rewards I deserve. This is not the first time CVS has behaved in this matter and the CEO would be outraged at the way I am being treated. In fact, I am going to send Mr. [redacted] a copy of this correspondence.
Regards, 
[redacted]

Good Morning, As noted prior we can confirm that Ms. [redacted]'s medication is awaiting pick up at her pharmacy with a $20.00 co-pay. We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome. Should Ms. [redacted] have further questions we again welcome her to speak to the pharmacy directly or reach out to our Customer Relations team at 1-[redacted] and provide reference number [redacted].Thank you,[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the complications he encountered at his 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.We have reviewed Mr. [redacted]'s complaint and made attempts to reach him by phone and email in order to confirm the account information we have on file to better resolve his concerns.  I have provided my direct contact information in our outreach to the customer and look forward to making the appropriate corrections once we have spoken.If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-800-SHOP-CVS ([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]. 
[If you are rejecting the business's response please enter your rejection comments here.]
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 regarding the use of her coupon.  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 Ms. [redacted] comments with the appropriate department within CVS for further consideration.  In hopes of clarification, I wanted to advise that CVS Pharmacy does not accept percent off coupons for alcoholic items. Additional exclusions include sale and promotional items , milk, prescriptions, gift cards, lottery tickets, money orders, postage stamps and pre-paid cards. Ms. [redacted] is welcome to visit us at www.cvs.com/couponpolicy for more details.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,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with her ExtraCare account.  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 Ms. [redacted]'s account and as a token of apology for her experience, we have issued a $15 ExtraBucks coupon to her account. The coupon will be available for print on 07/22/2017.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, In order to provide further clarification, when a single "Buy One, Get One" item is purchased, it is still considered a promotional item and, per the CVS coupon policy, it is not eligible for a percentage off discount coupon. We have shared Mr. [redacted]' feedback with the appropriate department for further future consideration of making changes to our coupon policy. 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 online canvas photo 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.  We take the responsibility of serving your needs seriously, as a resolution to the error that has occurred within our systems we are providing customers a one-time use 60% off Canvas Prints order offer in the email. Customers who placed multiple orders will receive multiple apology emails with these onetime use promo codes.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] ([redacted]) and reference incident number [redacted]Thank you,[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.It is our understanding that Mrs. [redacted]’s store experience has been investigated for training opportunities and that the transaction in question will be further reviewed internally to better understand the error regarding why her coupon was not applied properly.  We have confirmed that our agents who received Mrs. [redacted]’s outreach did proceed within our policies for correcting such matters and the coupon in question is still available for use at the customers leisure.  However, to further serve Mrs. [redacted] we have been authorized to provide the customer reimbursement in the amount of $10.13 to her home mailing address in the form of a check.  We are confident that this will resolve the customers concerns in this matter.If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at [redacted] (1-[redacted]) and refer to incident number [redacted].Sincerely,[redacted]

I would to once again apologize to Ms. [redacted] for recent experience using coupons at her local CVS. Customer feedback is important to us, and we wanted to ensure a more consistent experience for all of our customers who use coupons in our stores. We are working with all of our store locations and providing the staff with the tools to more easily and consistently enforce our existing policies in order for all of our customers to have a positive experience. We invite Ms. [redacted] to reach out to our Customer Relations Department at [redacted] option 3 and provide reference number [redacted] with any other questions she may have.

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]. . 
First...thank you for investigating this case and providing some encouragement that we can resolve the issue.  We appreciate that you have removed the charges.  We have one outstanding issue though.  The 2nd prescription was paid for out of our HSA account, and not funded by a CVS credit.  I have a screen shot of my HSA account that shows 139.51 was deducted in June and again in July.  I have provided the screen shot to [redacted] of the Revdex.com (who emailed me regarding the status of the refund) and attached it to this response.  Please let me know if you need more information. 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/pharmacy filling her prescriptions.  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 Pharmacy Claims Manager [redacted] has investigated and addressed this matter. Mr. [redacted] has spoken with Mr. [redacted] regarding this issue last week and has been able to resolve it. Mr. [redacted] advised Mr. [redacted] that he is satisfied with the resolution and would be withdrawing his Revdex.com complaint. 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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the poor customer service he encountered at his 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.We have investigated Mr. [redacted]'s concern and determined that our tools for providing coupons to our customers through the ExtraCare program may not have been properly articulated to the customer.  We were able to speak with Mr. [redacted] and provided clarification as well as a coupon for the inconvenience he received.  We have also reviewed Mr. [redacted]'s account and confirmed that he will receive paper receipts in the future, and we will be providing his suggestions regarding the program to our team members for further review.  Mr. [redacted] has reported being satisfied with our efforts in this matter.If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-[redacted] (1-[redacted]) and refer to incident number [redacted].Thank You,[redacted]

Revdex.com: I am "rejecting" the resolution with anticipation of 100% satisfaction.  I have just spoken to [redacted] (manufacturer) who has assured me that if I ship the item to them, they will do their best to repair or replace the item.  I was concerned that the item would not be returned after I additionally invested shipping costs, but [redacted] assured me that she would repair, or replace, and even get it back to me before Christmas, so that my visiting grandchildren could enjoy the decoration.  Thank you to [redacted] and [redacted], and I look forward to writing a final response of praise to you both.Sincerely,[redacted]
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].  
 
Regards,
[redacted]