CVS Pharmacy, Inc.

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mrs. [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 1-800-SHOP-CVS (1-800-746-7287) 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]. . 
 Yes the case has gone to risk management but the risk management department is not even cooperating they're claiming that they have not received the documentation by doctors office when they have sent it so they're just playing games and CVS does not want to take responsibility for it
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with a CVS Pharmacy brand product. 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 that matter has been forwarded to the manufacturer of the item to address. We can also confirm the manufacturer reached out to Ms. [redacted] on 02/19/2018 via phone and e-mail. 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 her experience attempting to delete her CVS.com accounts.  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 team has attempted to contact Ms. [redacted] multiple times without success. We would like to speak with Ms. [redacted] in order to resolve her concerns and encourage her to contact our CVS.com team at [redacted]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. They have courteously and efficiently settled the situation.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].  
First of all, my name is spelled [redacted].  I was promised a call from the District Manager by the GM of the [redacted] store on January 9, 2017, which of course never happened.As CVS has no genuine interest in resolving this issue (I don't care about apologies, they resolve nothing), I will be forwarding this issue to external regulatory agencies.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. 
Regards,
[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 Call Center Manager [redacted] has investigated and addressed this matter with staff members Ms. [redacted] spoke to. Ms. [redacted] has also shipped Ms. [redacted]'s original order, minus a product which is no longer available, at no additional cost. The order number is [redacted].If we can be of further assistance, Ms. [redacted] can reach out to our Customer Care Department at 1-[redacted] and chose option 4.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 1-800-SHOP-CVS (1-800-746-7287) 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]. . 
 
Regards,
[redacted]

May 5, 2017 Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705 Complaint ID: [redacted] / [redacted] To whom it may concern:CVS Specialty Pharmacy is the dispensing pharmacy for the prescription benefits portion of Mr. [redacted]’s health plan for specialty medications.  Thank you for the opportunity to address Mrs. [redacted]’s concern, on behalf of Mr. [redacted], as expressed in Complaint ID: [redacted]. Upon review of this concern, the order in question was originally placed on January 11, 2017 with a patient copayment responsibility of $2,575.87. Outreach calls were made to Mr. [redacted] to gain payment authorization due to the high cost and consent to ship the order. On January 18, 2017, Mr. [redacted] contacted specialty but did not complete his order and stated he would contact us back with copayment assistance program information. On January 28, 2017, our specialty pharmacy reached out to Mr. [redacted] and he stated he had not received his copayment assistance and would call back when he received it. On January 30, 2017, our specialty pharmacy received a ”too soon to fill” rejection because the medication had been processed at an alternate pharmacy. The next date specialty pharmacy could fill this medication through the benefit would be on February 23, 2017. On February 23, 2017, specialty pharmacy reran the claim and the medication paid with a copayment responsibility of $2,645.01. The copayment assistance program was in place leaving Mr. [redacted] responsible for a $0 copayment. On March 1, 2017, when Mr. [redacted] called in to place his order for the medication it rejected due to prior authorization expiring. On March 3, 2017, the prior authorization process was initiated and paper work was sent to the prescribing physician. When the prior authorization department did not receive a completed response the request was closed. A second attempt was processed on March 14, 2017 and once again prior authorization did not receive a completed response and therefore the request was once again closed. On April 21, 2017, prior authorization was completed and denied. After further review of clinical criteria and additional information received from the prescriber, the medication in question was approved on April 24, 2017 thru April 24, 2019. The copayment assistance program was in place and paid. The order was generated and shipped the same day. The order was delivered on April 25, 2017. We value Mr. [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 Mr. and Mrs. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at 1-[redacted]. Sincerely,  [redacted]Member Advocate

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Ms. [redacted]' 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]

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].  [redacted], Apr 30, 6:37 PM CDT:Hi [redacted],My apologies for any inconvenience caused. In this case, I would highly suggest you to take the necessary steps as per below to ensure it has been redeemed correctly and there is sufficient balance;Click on the "View Details" button to the right of the purchase"View Voucher""Redeem Online" Once you have redeemed the gift card, you may proceed to check the balance at the following link: [redacted]If you've followed these instructions and continue to have trouble, we recommend contacting the merchant directly at [redacted]. 
In other words, [redacted] says you're responsible, not them. I'm going to return my purchase and not do business with CVS since their security is obviously lacking and not taken seriously when a breach is reported.   
[redacted]

Good Morning, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at her local CVS regarding the service at the 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 [redacted] as well as the Pharmacy Manager have attempted to reach Ms. [redacted] without success.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]

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].
Hello,I have responded to [redacted]'s email: "What is the 4 digit access code? I see only the card number and a pin number. The pin number is a 3 digit number."
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]

Good Afternoon,At the direction of our regional leadership team members we have been informed that Mr. [redacted] has been contacted by the pharmacy team for his location.  It is our understanding that the customers concern has been reviewed further and that a gift card has been issued for the prescriptions he has received.  To address any potential technical concerns our team members have also ensured that Mr. [redacted] have been provided a refreshed ExtraCare account which has been amended to reflect his proper enrollment in the Pharmacy Health Rewards program.  Our regional leadership team members are currently in communication with the senior supervisors of the ExtraCare program to ensure proper steps are taken in the future to correctly articulate the Pharmacy Health Rewards program with our customers going forward.It is our understanding that Mr. [redacted] is satisfied with the additional efforts made by our staff members in this matter.Thank You,[redacted]

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 daughter’s prescription at 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 that CVS Third Party Billing Specialist, [redacted] has investigated and addressed Ms. [redacted]’s concerns.  Mr. [redacted] has left another voicemail for Ms. [redacted] with the details of her reimbursement for her daughter’s prescription. Mr. [redacted] left his direct contact information for Ms. [redacted] to contact him directly if she had any further questions or concerns. 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,We regret that Ms. [redacted] is unsatisfied with the resolution we have provided.  We have researched this concern further and confirmed with the Pharmacy Manager of the store location that they have spoken in multiple instances, professionally and congenially, with Ms. [redacted]'s doctor.  The Pharmacy Manager also clarified that there have been prescriptions, such as the one the customer references, that have been sent by the patients doctor that were not intended for immediate fill.From our findings the customers' doctor and the pharmacy staff have established a rapport as they have worked to overcome any prior authorization requests established by the insurance agency.  In my investigation of Ms. [redacted]'s concern I have also confirmed that the pharmacy location, CVS Customer Relations, as well as the CVS/pharmacy Executive Support team have made multiple attempts to contact the customer in relation to previous inquiries Ms. [redacted] has made.  The customer has chosen to not respond to our outreach.It is our finding that all efforts have been made to build customer goodwill and we consider this matter properly addressed.  We welcome Ms. [redacted] to contact our Customer Relations team members at [redacted] if she wishes to clarify her concerns further, Ms. [redacted] is also welcome to speak with our pharmacy staff at the store location in [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 have contacted the business on numerous occasions to get this resolved. They called me 1 time, Dec 18. I returned their call and had to leave a message. They did not respond. I have since called 2 more times and keep getting transferred. I was on hold yesterday for 50 mins. Being transfered to 4 different people. I gave my account number as  requested. 
Regards,
[redacted]