CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for the experience he had when trying to use a coupon for a purchase he was making in the front store 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. It is our understanding that Area District Manager, *** *** has investigated and addressed Mr***’s complaint with store management and staff. Mr*** left Mr*** a voicemail and sent him email with his contact information offering to discuss this matter. Mr*** has not responded. If we can be of further assistance Mr*** can reach out to our Customer Relations Department at *** ***) and reference incident number ***.Regards,*** *** | 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 # ***.
Regards,
*** ***

Good Afternoon, We have made arrangements with Mr*** to speak with him on Friday evening and discuss this matterOnce we are able to gather more information surrounding his concern we will update the Revdex.com. Thank you,***

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Ms*** ***’s rebuttal and apologize once again for the experience she had with a product she 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.CVS Risk Adjuster, *** *** is investigating and addressing this concern with CVS vendor responsible for this product. Ms*** spoke with Ms*** today and assured Ms*** she will follow up with her once she is able to complete her investigationMs*** has provided her direct contact information for Ms*** to reach out to her directly if he has any further concerns.If we can be of further assistance Ms*** can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number ***.Regards,*** *** | CVS Health | Retail Executive Support Representative

January 26,
Revdex.com
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complainant ID: *** / *** ***
To Whom It May Concern:
This letter is in response to the correspondence we received from your office on January 5, Thank you for
the opportunity to address Mr***’s concerns regarding his prescription being sent to our CVS Caremark specialty pharmacy
On December 22, 2016, Mr***’s prescription was transferred from his local CVS pharmacy to our CVS Caremark specialty pharmacyDue to the medication in question being a specialty drug, Mr***’s local CVS could not fill his prescriptionOnce the transfer was made, Mr*** should have been informed by his local CVS of the transfer and provided the phone number to CVS specialty for further assistanceIn an effort to inform Mr*** that CVS specialty had received his prescription an automated call was placed to him on December 22, Although a call was made to Mr*** the automatic system was not able to leave a voicemailIf the automatic system was unable to leave a voicemail this would explain why Mr*** was not aware of his prescription being transferred
On December 24, 2016, Mrs*** called our specialty pharmacy and was advised of the process of using the specialty pharmacyMr*** called back on December 27, to confirm his shipping address and provide his insurance informationDuring this conversation Mr*** was advised that once his insurance is verified we would call him back to schedule delivery of his order. Once Mr***’s insurance was verified on December 28, 2016, we began to process Mr***’s orderWhile processing the order we received a rejection due to prior authorization requirementsIn an effort to inform Mr*** that prior authorization was required, two calls were made to him on December 28, and December 29, On January 18, Mr***’s doctor’s office responded to our request for prior authorizationAs of January 20, Mr*** has received his medication as has been granted approval for the medication in question from January 18, to January 18, ***
We value Mr*** 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 Mr*** have any additional questions or concerns, please do not hesitate to contact me at *** My office hours are Monday thru Friday from 9:a.mto 5:p.mCentral Time
Sincerely,
*** ***
Member Advocate
***]Maybe we need the dates of approval here

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 # ***Please add your rejection comments below.
I have wasted enough time calling the customer service peopleThey are not helpful and I don't have any extra time to call in againI need this resolved here.
Regards,
*** ***

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 # *** Please add your rejection comments below.
I don't agree with thatThe CVS location that was accepting my expired coupons should not accept it in the first place if this was always a CVS policyI don't agree with your response.
Regards,
*** ***

April 11,
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont*** *** *** *** *** ***
*** ** ***
Complaint #*** *** ***
To whom it may concern:
CVS/caremark administers the prescription benefits portion of the *** ***
health plan, of which Mr*** *** is a memberThis letter is in response to the correspondence we received from your office on April 5, Thank you for the opportunity to address Mr***'s concerns as expressed in Complaint #***
Upon review of Mr***'s concerns we verified *** Infant Powder, which is being prescribed for Harley ***, is not covered under the current health planIn order to gain coverage we had go through the appeals process which was initiated on March 31, and April 1, 2016, both appeals were deniedThe reason for the denial is due to this medication being an over the counter medication, where in which the *** benefit healths plan has been designed to reject all over the counter medicationsIn accordance with the law cited by the enrollee in their complaint, the medical portion of the *** Plan does cover some infant formulas under certain circumstancesThe next appropriate route to take in regards to coverage of the infant formula is to see if it may be covered under the medical portion of the health planI attempted to reach Mr***’s at *** to inform him of all pertinent information and left several voicemails but never received a return call
We sincerely apologize for any frustration or inconvenience that Mr*** experiencedWe value Mr*** 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 Mr*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** ** ***
Member Advocate

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered making her return of a 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 Call Center Manager *** *** researched the issue and provided the requested refund to Ms***We have also received confirmation that Ms*** has been contacted and made aware of the resolution.If we can be of further assistance, Ms*** can reach out to our Customer Relations Department at *** *** and reference incident number ***.Thank you,***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms*** 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 actionIt is our understanding that the Area Pharmacy Supervisor *** *** 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*** has reached out to the customer and provided his contact information if Ms*** has any further questions. If we can be of further assistance, we invite Ms*** to contact Customer Relations at *** (***) and refer to incident number ***Thank You,***

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 # ***Please add your rejection comments below.
HalloI HAVE BEEN DOING the
calling to cvs pharmacy cooperation as well as the vendor*** *** only contact me regarding wanted me to give her the time line to when I did the purchase ,to watch the video and to find prove.Never apologize to meThen when it was true she quickly call and told to me get in touch with *** and that was the End.I haveCall them over and over....Ask them to replace the rug and the Ottoman *** together I haven't ask them for anything extraDue to the mold in *** ottoman speaker I had to throw my rug away per their advance from the store manager *** so my family won'tGet sickNevertheless , cvs pharmacy is known for bad customer service and that can be found : on -line complaints and review on their websiteThey admit on wrong doing per *** and *** store manager." Please replace my rug and *** ottoman speaker for my children "It is a Shame that what they preach they don't practiceGET REAL AND DO WHAT IS RIGHT If it was someone famous not middle class this would have been resolved.I have been patient but nevertheless they never send a letter or find out if *** or *** got The issue resolvedIs ironic they can send advertisement material in mail .
Regards,
*** ***

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 # ***Please add your rejection comments below.
I am not referring to expired couponsI am referring to the Extrabucks that print out after a purchase is made. It is CVS' rewards program I have attached what they look like because *** seems pretty clueless on what I am talking aboutI can’t believe all I get is some boiler plate response about coupons when that isn’t even my issueMy issue is regarding ExtrabucksIf CVS’ goal truly is “understanding what happened and taking the correct action.” then I would appreciate if they actually read my complaint rather than just shooting off some vague policy that doesn’t even apply to my situation because there is no way *** is “understanding what happened and taking the correct action” when there is no reference to Extrabucks in his responsePlease before replying again take the time to read my complaint and let me know why there is such a disconnect between the CVS stores and 1-800-shop-CVS because both the ***, Mass and ***, Mass stores told me that my expired Extrabucks would be reissued and whenever I call the number that is not the casePlease read my complaint before responding again
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the problem she encountered with the filling of her son’s 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, *** *** has investigated and addressed this matter with pharmacist and staffMs*** discussed Ms***’s concerns with her as well CVS Risk Adjuster, *** *** spoke with Ms*** and is working with her to resolve this matter If we can be of further assistance we invite Ms*** to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number ***.Regards,*** *** | CVS Health | Retail Executive Support

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mrs*** for the problem she encountered at her 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 Leader *** *** spoke with Mrs*** at length and provided his apologies. Mr*** informed Mrs*** he would be visiting the store upon in the near future and would address her concerns with the Pharmacy Manager at that timeMr*** is also sending a gift card which Mrs*** was very appreciative ofMrs*** had advised Mr*** she was satisfied with the actions being taken to address her concerns. If we can be of further assistance, Mrs*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for his experience after contacting us via CVS.comAt CVS, our goal is to make our customers' shopping experience easyWhen we find that we have disappointed a customer, we believe it is important to understand what happened,
and to take the correct action. Our Privacy Policy on our website states: To the extent permitted by applicable law, we may provide personal information to our affiliated businesses or to our business partners, who may use it to send marketing and other communicationsWe may disclose personal information to our service providers, who provide services such as website hosting, data analysis, payment processing, order fulfillment, information technology and related infrastructure provision, customer service, email delivery, auditing, and other services.We have ensured that Mr***’s e-mail addressed has been globally unsubscribed from receiving any CVS-related emails.If we can be of further assistance, we invite Mr*** to contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident ***.Regards,*** ***Customer Relations Supervisor

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for the experience he has with trying to use Extra Coupons that have been email to him 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 have investigated Mr*** Extra Care coupon concerns and I have communicated with him via email. I have resolved this matter with Mr*** If we can be of further assistance Mr*** can reach out to our Customer Relations Department at *** ***) and reference incident number ***.Regards,*** *** | 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 # ***in the response it's stated I did not contact customer service to change my addressI did call and that what I was instructed to doThe company customer service rep provided the wrong instructionsThe company issued a credit for the next time I use mail order I do not plan to use mail order againFinally, I would have like to have been informed sooner I could get day refills in the store I've called and had so many issues with several prescriptions no one ever offered this solutionVery poor training on the company's customer service teamI never received a phone call or an email stating the shipment was coming or had been shippedI understand this advocate is stating company processes but they are or have they ever been spot on as it was stated.
Regards,
*** ***

On behalf of CVS/pharmacy, I would like to apologize to *** *** for the problem she encountered with her 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 the Pharmacist *** contacted Ms*** who stated she did not want to speak with him about the matter. The Area Pharmacy Supervisor also called Ms*** to inform her that he has determined how the technician arrived at the incorrect price for the medication and has provided coaching in order to prevent similar future issues Mr*** also provided his direct contact number in case Ms*** has any additional questions or concernsIf we can be of further assistance we invite Ms *** to contact Customer Relations at *** (***) option and refer to incident number ***Regards, *** Senior Customer Relations Representative

Good Afternoon, Our vendor has contacted ***’s Customer Service Once the receipts were provided, ***'s had voided all cards including the cards with no value on them ***'s customer service team is in process in mailing Ms*** new cards They have also contacted Ms*** on 06/01/and advised her new cards were being issued.Thank you,***r

Good Afternoon, On behalf of CVS/pharmacy, I would like to respond apologize to Mr*** *** for the problems he encountered being reimbursed for the Health Savings Pass program 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 this matter has been investigated by our Third Party Finance Operations Manager *** ***We have been advised by Mr*** that a reimbursement check will be mailed to Mr*** no later than 04/20/The customer should received the check within 7-days of the mailing dateIf we can be of further assistance, we invite Ms*** to contact Customer Relations at 800-SHOP-CVS (800-746-7287) and refer to incident number ***Thank you, ***