CVS Pharmacy, Inc.

Revdex.com:
We were out of state this weekend. Now I have reviewed the response CVS submitted and it does satisfy complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Tell us why here...
On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had with receiving CVS Pharmacy Health Rewards. 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 investigated Ms. [redacted] concerns.  I spoke with Ms. [redacted] and discussed steps she needs to take in store so that I can proceed with research on her Pharmacy Health Rewards.  I will continue to work with Ms. [redacted] to resolve this matter with her.
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

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]. The [redacted] was $3.50.  I used a $1 coupon for it.  If you want to change your own $3 coupon to $2.50 so I don't make "profit", that's at least understandable, if ultimately dishonest.  But there was no reason to make it $1.81.  The [redacted] was not free.  Again, I'm not going to argue untrue things with you.  The damage is done.  All you can do now is be better at customer service from now on.
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered at his local CVS regarding the return of his prescription.  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]'s pharmacy profile and can see that he has received a refund on this prescription. Per our pharmacy return policy we are typically not able to take prescriptions as returns once the prescription has left the pharmacy as we cannot return items to stock, or utilize the prescription in any other way.  If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [redacted]) and reference incident number [redacted].Thank you,[redacted]

Good Morning,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered regarding the 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 the account and have added 11 points towards the program for prescriptions picked up prior to the patient enrollment on 1/16. All prescriptions picked up after that date will calculate accordingly. Please allow up to 7 business days before seeing the adjustment and for the rewards to be available. 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]

February 6, 2017
 
Revdex.com
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705
 
Complainant ID: [redacted] / [redacted]
 
To Whom It May Concern:
 
This letter is in response to the correspondence we received from your office on...

January 23, 2017. Thank you for the opportunity to address Mrs. [redacted]’s concerns regarding the delay with receiving her medication and the service she received.
 
On January 3, 2017 Mrs. [redacted] enrolled with the CVS Specialty pharmacy shortly after she received her approval letter on December 29, 2016 for the medication in question. CVS Specialty was not able to start processing Mrs. [redacted]’ order until a verbal prescription was received on January 3, 2017. Mrs. [redacted] called back on January 12, 2017 to schedule her order and have it delivered to her doctor’s office.
 
On January 13, 2017 Mrs. [redacted]’ order was received and she discovered that her copayments responsibility was $1139.47. Prior to Mrs. [redacted]’ order being shipped there were no calls from Mrs. [redacted] or any supporting documentation stating that she wanted the order cancelled. Due to Ms. [redacted] no longer wanting the medication CVS Specialty has arranged for a courier to pick up the order and have it returned.  Mrs. [redacted] has since been credited for the amount of $1139.47 and has stated she will speak to her doctor about other options for medication.
 
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 1-[redacted].  My office hours are Monday thru Friday from 9:00 a.m. to 5:30 p.m. Central Time.
 
Sincerely,
 
 
[redacted]
Member Advocate

Good Afternoon, As there is some rounding that happens during the allocation calculation, what happened is that the amount that was calculated for the ExtraBucks was $1.69 and $3.50 - $1.69 = $1.81.  There was another coupon that also applied to the [redacted] that was an amount that was higher than $1.81, so the coupon amount was reduced to $1.81 which made the [redacted] free.  The $1 coupon and the $.75 coupon would have been applied to one of the other three items. 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 this response because first my insurance does not require prior authorization. Secondly no such supervisor has reached out to me. Third I have had the cvs employees say they will transfer my prescription to another location and not do so. Also tell me my I pledge number is incorrect when they had not called I pledge. I have spent over an hour on three way with your pharmacist and ipledge while I had them walk you're pharmachiist threw the ipledge system. I have been disregarded by your customer are when I have sent prior complaints. 
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problems she encountered with the filling of her and her mother’s prescriptions 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]’ concerns with pharmacist and staff. Ms. [redacted] spoke with Ms. [redacted] apologizing for her pharmacy experience and assuring her steps have been taken to ensure her and her mother’s pharmacy experiences are positive ones 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].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]. Please add your rejection comments below. 
 I would like to know what the outcome of the investigation was and why the pictures were lost. I understand that the $20 gift card was provided but your stores do not sell the replacement camera which was a special order. Ideally, I want an explanation as to why this occurred and why the camera was never found.
Regards,
[redacted]

Not only did she address my concerns with the CVS locations itself, but also was helpful in dealing with issues with the parent company.  It was a very productive phone call.[redacted] O [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. Regards,
[redacted]

On behalf of CVS/pharmacy, I would like to respond and apologize to Ms. [redacted] for the problems she encountered with her local CVS Pharmacy being out of stock of the advertised [redacted] coffee.  At CVS, our goal is to make our customers' shopping experience easy. 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 District Manager, [redacted], has investigated Ms. [redacted]’s concerns. It has been determined that the [redacted] promotion was more successful than expected, causing many of our stores as well as distribution center to be temporarily sold out.  It is our understanding that Ms. [redacted] decided not to obtain a substitution and was provided a rain check which does not have an expiration date and will be honored when presented. 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]Senior Customer Service Representative

Good Morning,We regret that we have been unable to fully resolve Mr. [redacted]' concern.  We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome.We welcome Mr. [redacted] to contact out Customer Relations team members at 1-[redacted] ([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 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. CVS kindly reimbursed me the $41 in ExtraBucks on a new card/account they opened for me, and assured me that the problem with cards deactivating themselves should not happen again.
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]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with receiving unwanted fax calls from CVS Health.  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 Professional Practice Senior Coordinator, [redacted] has taken the necessary steps to remove Ms. [redacted]’ home phone number from CVS databases as well as adding the number to CVS “Blocked Numbers” list.  I left a detailed voice mail for Ms. [redacted] apologizing for her negative CVS experience and informing her of the steps that have been taken to resolve this matter.   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

Revdex.com:Why is this still on my web page when I have purchased the item?Please advise how do I unlock this offer.
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]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had when trying to return merchandise to 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.  It is our understanding that Area District Manager, [redacted] has investigated and addressed Mr. [redacted]’s complaint with store management and staff.  Store Manager [redacted] spoke with Mr. [redacted] apologizing for his negative experience and resolving this matter with him.  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 AfternoonOn behalf of CVS Pharmacy, I would like to provide convey our regrets that we were unable to fully resolve Ms. [redacted]' complaint.  At CVS, our goal is to ensure customer satisfaction and maintain professional standards.We have confirmed that we are acting within our coupon policies in this matter and would reiterate we have found no further basis for compensation in additon what has been provided to Ms. [redacted] by our team members, nor has she provided specific examples to justify such a request.  It is our judgment that all efforts have now been made to address Ms. [redacted]' concerns at this time.Thank you,[redacted]