CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the experience with 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.  Mr. [redacted]'s two email addresses that we have on file have been opted out of all email promotions. Please allow 4 weeks for the addresses to cycle out of our system.  If we can be of further assistance Mr. [redacted] can reach out to our Customer Relations Department at [redacted]) option 3 and reference incident number [redacted]. Regards, [redacted]Senior Customer Relations Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem her son encountered at his 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 the Area Pharmacy Supervisor [redacted] has investigated and addressed this matter with pharmacy staff. Ms. [redacted] has also attempted to contact Ms. [redacted] several times without success in order to discuss what occurred.  Ms. [redacted] has left Ms. [redacted] a voice message with her direct contact information and is looking forward to hearing back.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 AfternoonOn behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the negative experience he had at his 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.We have learned that District Manager [redacted] has been able to review with Mr. [redacted] his experience at the store.  It is our understanding that the Store Manager for this location has addressed the customers concerns and further spoke with our ExtraCare team members to ensure the return was reflected properly.  Ms. [redacted] has taken proper steps to ensure that proper training has been done with our team members to ensure this issue does not occur again.  If we can be of further assistance, Mr. [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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered regarding our 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 and adjusted Ms. [redacted]'s balance. A $35 ExtraBucks coupon will be generated and available for use within the next 7-10 days.  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, We have confirmed with our Digital Team that the coupon appearing in the cusotmer's account was in error as the reward had already been issued. We have addressed the issue and the offer should no longer appear on the account.Thank you,[redacted]

April 4, 2017
 
Revdex.com
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705
 
Complaint ID: [redacted]/ Dr. [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription benefits portion of the health plan for the State...

of Florida, of which Dr. [redacted] is a member. This letter is in response to the correspondence we received from your office on March 22, 2017. Thank you for the opportunity to address Dr. [redacted]’s concerns as expressed in Complaint ID: [redacted].
 
Upon review of this concern, we verified that Dr. [redacted]’s email reminder to refill his medications were sent early as most members do not respond immediately to  automated reminders. The emails are sent early as a proactive measure to ensure there is not a potential urgent refill need. The denied refills were initiated on March 8, 2017 and the prescriptions were refilled on March 12, 2017 for a ninety day supply. The previous refills show to have been filled on January 2, 2017 also for a ninety day supply. There was no disruption in therapy.
 
Our mail order pharmacy in Chicago, IL verified that an electronic prescription was received from the physician’s office on March 21, 2017. The prescription request was for a specialty medication and never filled through the Chicago pharmacy. The prescription was transferred to the specialty pharmacy for processing.
 
Additionally, our CVS Retail Team verified that Dr. [redacted] will only receive Extra Care Bucks for prescriptions actually filled from a CVS Retail Pharmacy. The Retail team could not find any retail prescription fills or history for the last two years.
 
We value Dr. [redacted] as a member and we remain fully committed to our purpose, “helping people on their path to better health”. Should you or Dr. [redacted] have any additional questions or concerns, please do not hesitate in contacting me at [redacted].
 
Sincerely,
 
 
[redacted]
Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with 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.  It is our understanding that Extracare Supervisor has adjusted Ms. [redacted]'s rewards account and apologized for her experiance. We have also confirmed the account is tracking Ms. [redacted]'s prescriptions correctly.If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the problems he encountered with the filling of his prescription at his 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 Mr. [redacted]’s complaint with pharmacist and staff.  Ms. [redacted] spoke with Mr. [redacted] apologizing for his negative service experience and assuring him steps will be taken to ensure his future pharmacy contacts will be positive ones.  If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] (###-###-####) and refer to incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support

April 25, 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 April 6, 2017....

Thank you for the opportunity to address Ms. [redacted]’s concerns regarding the delay with receiving her medication.
 
Upon review of Ms. [redacted]’s concerns, we confirmed that a prior authorization request was submitted on April 6, 2017 and denied on April 7, 2017. A denial letter dated April 7, 2017 advised Ms. [redacted] of the reason for the denial and provided her with information on how to file an appeal. The medication in question was not shipped due to the denial of the prior authorization. To date, Ms. [redacted] has not appealed the initial denial of coverage for the medication in question.
 
Ms. [redacted] has the option to purchase the medication out of pocket if she chooses to do so. However, Ms. [redacted] will not be able to submit for paper claims reimbursement until approval for the medication in question is granted by the plan benefit. If Ms. [redacted] or her doctor would like to submit an appeal it can be faxed to 1-[redacted] or mailed to [redacted]
 
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 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

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,We regret that we have been unable to fully resolve Ms. [redacted]' concern.  We believe that we have taken appropriate steps to inform the customer on their options to dispute or address the cited return.  Any further inquiries can be directed to The Retail Equation at [redacted] where a Return Activity Report can be provided.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].. 
The coupon which was offered as an apology for the business's error is incomparable to the original order placed with the business. The original order should be fulfilled, as this error was in no way a fault on the consumer's end. This error was solely the responsibility of the business. I wish to receive the items on my order confirmation at the price stated on my order confirmation, and will sacrifice the delay for the receipt of the items purchased. I appreciate your immediate attention to this matter and fulfillment of my order: [redacted].
Regards,
[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr, [redacted] for his experience concerning a refund transaction at his local CVS/pharmacy.  At CVS, our goal is to make a customer’s 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.  After reviewing Mr. [redacted]s’ transactions I have been able to confirm the refund for $7.49 has processed and settled with CVS.  There was one other refund from January 29, 2016 for $13.79 which was also processed and settled with CVS.  If at this time Mr. [redacted] does not see the refunds posted to his account, we invite him to call our Customer Relations Department to provide a fax number for his credit card company and our accounting department can fax verification of these settled refunds.  If we can be of further assistance, we ask Mr. [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) option 3 and refer to incident number [redacted].Regards,[redacted]Senior Customer Relations 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].  
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]. . 
This is for another statement I have from them and my husband has one as well. This issue has not been resolved as it is another situation and different bill. They need to deal with this and take care of the costs again since they choose to run their business this way and not allowing me or my husband to obtain assistance from anyone over the phone or online.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have sincere hope that the concerns I've raised result in appropriate actions such as policy updates, training, etc., are implemented, and that doing so would 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 Mr. [redacted] for the experience he had regarding his expired coupons. 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 has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration date. Nothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired coupons. Customer feedback is important to us, and we wanted to ensure a more consistent experience for all customers who use coupons in our stores. A key to this effort is making sure all our policies are enforced across all CVS Pharmacy locations, so we have provided our staff with tools to more easily and consistently enforce our existing policies.If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (###-###-####) 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 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]

On behalf of CVS/pharmacy, I would like to once again apologize to Ms. [redacted] for the negative experience she had at her local CVS/pharmacy.  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 Corporate Pharmacist [redacted], has been able to speak with Ms. [redacted] about her concerns. It was explained that we take our customers feedback seriously and that the Area Pharmacy Supervisor, reviewed proper actions and expectations with the pharmacy staff.  Our pharmacist corresponding responsibilities when filling prescriptions was also discussed with Ms. [redacted].  Ms [redacted] stated she has filled her medications at a competitor and disconnected the call.  If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at [redacted] option 3 and reference incident number [redacted].Regards,[redacted]Senior Customer Relations Representative