CVS Pharmacy, Inc.

April 10, 2017
 
 
Revdex.com of Eastern MA, ME, RI, & VT290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705
Complaint ID: [redacted] / [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription benefits portion of the health plan for [redacted]...

[redacted] of Idaho, of which Mr. [redacted] is a member. This letter is in response to the correspondence we received from your office on April 4, 2017. Thank you for the opportunity to address Mr. [redacted]’s concern as expressed in Complaint ID: [redacted].
 
Upon review of the orders in question, we verified that Mr. [redacted] has had two orders scheduled with CVS Specialty for which he experienced an issue. The first order in question dated, August 5, 2015, was set up to be sent to Mr. [redacted]’s local CVS Pharmacy. The same day, a courier delivered the order from CVS to Mr. [redacted] to ensure he did not run out of medication. Mr. [redacted]’s concern with this order was his inability to reach his special point of contact at that time. Upon research, Mr. [redacted]’s special point of contact was out on leave due to a medical illness.
 
Additionally, upon completion of our internal investigation; it has been determined that our customer care team failed to meet our level of expectations.  Mr. [redacted] called on March 6, 2017 to place an order which he requested to receive by March 13, 2017.  The order was not set up correctly and did not ship on the date requested.  Mr. [redacted] called back on March 24, 2017 to inquire about his order status, and at that time, customer care representative released the order and it was mailed to Mr. [redacted]’s address on file on March 25, 2017. Please be assured that the actions of the representative that caused this occurrence are not in line with any of CVS Caremark’s procedures nor are they customary of the service CVS Caremark strives to achieve.
 
Going forward, Mr. [redacted]’s Single point of contact will be [redacted].  [redacted] will be Mr. [redacted]’s long-term SPOC. [redacted] will assist Mr. [redacted] with any issues or concerns he may have regarding his account or orders.  She can be reached at [redacted] extension [redacted]; her office hours are from 8:30 am 5:00 pm EST, Monday thru Friday.
 
We sincerely apologize for any frustration or inconvenience that Mr. [redacted] experienced. 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. [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 Mr. [redacted] for the problem he encountered at his local CVS regarding his insurance coverage.  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 Pharmacy Supervisor [redacted] has investigated and addressed this matter with store staff. We have attempted to process the prescription through Mr. [redacted]’s insurance and were advised that the medication is not covered. While we encourage Mr. [redacted] to contact his insurance provider for additional information, as a one time courtesy, we will waive the payment for the customer in this instance. 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 Afternoon, I would like to ask Mr. [redacted] to please disregard our previous response. We are still researching and attempting to resolve his concerns.Thank you,[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with our coupon policy.  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]’s 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 sale and promotional items, including any items included in our weekly ad circular or "Buy One, Get One" promotions.  Additional exclusions include milk, prescriptions, alcohol, gift cards, lottery tickets, money orders, postage stamps and pre-paid cards. Please 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]

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 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 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.It is our understanding from the District Manager that Store Manager [redacted] has spoken to Mr. [redacted] about his experience. [redacted] assured him that his concerns will be fully addressed with the appropriate staff member in addition a $100.00 CVS gift card was sent to Mr. [redacted] for the inconvenience this experience caused.   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]Senior Customer Relations Representative

Good Afternoon,On behalf of CVS Pharmacy, I would like to clarify Mr. [redacted]'s concerns in the matter he reports at his local CVS Pharmacy.  At CVS, our goal is to be a trusted partner in our customers' health care.  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 District Manager [redacted] has investigated and addressed this matter with Front Store and Pharmacy staff to identify training opportunities of the store location the customer frequents.  It is our finding that the rain check Mr. [redacted] refers to in his complaint was for a different brand, and price point, of allergy medicine than the one he wished to purchase.  It has been confirmed with the Store Manager of the location that this was explained to the customer at the time of his original concern.  It has also been confirmed that Mr. [redacted]' has made multiple attempts to reach the customer, without reciprocation, once we had confirmed the customers correct contact information on file.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]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered 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 Pharmacy Supervisor [redacted] has attempted to contact the customer multiple times in order to address what occurred. Unfortunately, Ms. [redacted] has not heard back from Mr. [redacted] and we are unable to provide a resolution without further communication. We encourage Mr. [redacted] to reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted] so we may properly address the complaint.Thank you, [redacted]

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].  
 My email is in regards to Complaint ID[redacted]. As of 2/16/17 the case was closed because the company stated they would send me the qualifying $6 to my account by 2/19/17. Today is 2/21/17 & the $6 was never received in my account so I would like to reopen this case. 
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. 
 First of all I don't appreciate the corporate calling me and asked me for my personal information before  apologize I'll show any sympathy for me however Ms. [redacted] did call me and she did apologize however this is not about only apology this is about the policy that CVS and the way they allow their employees   To conduct their souls as they please with no regard to the customer respect ,, I would like to see explanation what measures and what steps will be taken against the specific person and explanation why did he do that to me despite the fact I never met him before I never seen him before why there is so much disrespect and bad service just because I need answers I will keep this complain [redacted] until I give this to the highest level  in CVS I'm trying to target to go toward cost of the problem apology will not fix it but  Engine   policy well Regards,
[redacted]

Good Morning,We have that the leadership team reach out to Ms. [redacted] again to provide additional assistance. Thank you,[redacted]

Good Afternoon, Unfortunately, we are unable to provide further assistance regarding this matter. As [redacted]'s has taken responsibility of providing the customer with replacement card, any request for a full refund would need to be discussed with [redacted]'s customer service which can be reached at 1-[redacted].Thank you,[redacted]r

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. 
You clearly did not read the complaint. Unfortunately I will have to report this to individuals who can properly instruct you to address this security hole in your product. 
Regards,
[redacted]

Good Afternoon,As previously mentioned some coupons may not be applicable to orders placed on CVS.com, within our coupon policy ExtraBucks are considered coupons and under similar limitations.  We are aware that our store locations, and corporate offices, have at times applied their discretion in accepting CVS Pharmacy coupons past their expiration dates.  In order to provide a consistent experience to our customers in the future we are unable to provide any further exceptions regarding expired coupons per CVS Pharmacy policy.  We regret we have been unable to fully satisfy Mr. [redacted]’s concerns but we will take his feedback under consideration.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-###-###-####) 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]. Please add your rejection comments below. 
In response to your message from cvs the woman called yesterday at 4 o'clock and then at 430 I was at work and then had doctor appt after work her message is she leaves at4:30 I am at hospital with my husband having surgery I had faxed over data to cvs that there are 8 open encounters still pending 3 weeks ago with no response till I contacted you. I cannot tell you how many phone calls I have made they refused to send me any e mails or letters to even say the problem was being worked on what do I do know to resolve the outstanding mistakes
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]

Good Afternoon, On behalf of MinuteClinic, I would like to apologize to Ms. [redacted] for the problem she experienced regarding her account balance..  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 MinuteClinic Patient Support Lead [redacted] has confirmed Ms. [redacted] was removed from collection requests. Ms. [redacted] has also spoken to Ms. [redacted] who indicated she is satisfied with the resolution that was provided.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]