CVS Pharmacy, Inc.

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problem she had when contacting our ExtraCare Department. 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. A member of our Customer Relations Team has spoken with Ms. [redacted] to apologize for her experience and resolve the concern by issuing the ExtraBuck Coupon to Ms. [redacted]’s account. In addition, a new set of ExtraCare cards will be mailed to Ms. [redacted] directly. Ms. [redacted] was satisfied with the follow up and resolution. If we can be of further assistance, Ms. [redacted] may also reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and reference incident number [redacted]. Regards, [redacted]Customer Relations

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 [redacted]) and reference incident number [redacted].

March 29, 2016
Revdex.com of Eastern MA, ME, RI, & VT
[redacted]
Phone: [redacted] | Fax: [redacted]
Complaint # [redacted] / [redacted]
To whom it may concern:
CVS/caremark administers the prescription benefits portion of...

many health plans as well as managing specialty pharmacies which fill and process specialty medication. Thank you for the opportunity to address Ms. [redacted]'s concerns as expressed in complaint # [redacted] regarding her mother Mrs. [redacted].
In researching this matter with our specialty pharmacy, we verified that there was a delay in filling an order for Mrs. [redacted]'s [redacted] due to lack of a prescription on file to process. Our records support that there were many efforts made to rectify this situation by Ms. [redacted]. Additionally our pharmacy made efforts to contact Mrs. [redacted]’s prescriber to obtain and verify a new prescription. A prescription was received via electronic request on February 24, 2016. The prescription and medication was approved and sent to Mrs. [redacted] via courier service on February 29, 2016.
[redacted] Gould with our [redacted] Florida specialty pharmacy attempted to make contact with Mrs. [redacted] upon receipt of this concern without success. [redacted]’s goal was to provide Ms. [redacted] further assistance and to provide a point of contact in effort to alleviate any further delays. Ms. [redacted] can contact [redacted] at [redacted] at her convenience.
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] and Mrs. [redacted] experienced. We value our members 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 in contacting me at [redacted].
Sincerely,
                                        ...⇄ [redacted]
Member Advocate

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].
I am very disappointed that CVS has not acknowledged the problem with their coupon distribution. I've been a customer with CVS for many years and spent thousands of dollars each year. I do not accept the 30% coupon when my issue was not resolved and I do not want any further responses from CVS. 
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. 
I reject this response, because I did not receive a partial refund like requested.
Regards,
[redacted]

In order to properly investigate your concerns, we are in need of additional information.  Please provide us with the following information: Member ID number, Date of Birth, and the medication in question.

On 2/25/2016, I purchased 1 [redacted] PTWL 6MRL 5.49, 1 [redacted] TP XSFT 18RL 6.99, 1 [redacted] 6P VNT TW VAL 39CT 5.99, 3 [redacted] TISS LOW CUT 4.17 for a total of $22.64. The offer was spend $20 and get $5 EB back. Once again, I did not receiv my reward. CVS has a habit of doing this. I've filed several complaints about being ripped off of Extra Bucks and recently they simply refuse to fix their mistakes. It's totally unbelievable they can get away with this fraud. I previously filed a complaint against them because they were taking Extra Bucks that weren't used. they refused to give me back my Extra Bucks and simply said they would "address the issue". Now, here they are again not following through on their advertising.  I am due the $5 Extra Bucks that was not rewarded and I am due something or the time it has taken me to file this second complaint. They didn't even refund me on my previous complaint. this false advertising and Extra Bucks fraud is not legal.

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at her local CVS regarding her raincheck.  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] has investigated and addressed this matter with store staff, including the Store Manager. [redacted] spoke to Ms. [redacted] and offered her the items at Buy One Get Two Free and we can confirm Ms. [redacted] has been back to the store to receive the items. In addition, [redacted] has coached the staff on how to handle these situations in the future. If we can be of further assistance, Me. [redacted] can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you,[redacted]

May 15, 2017
 
 
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
290 Donald Lynch Boulevard, Suite 102
Marlborough, 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 Ms. [redacted]’s health plan.  Thank you for the opportunity to address Ms. [redacted]’s concerns regarding the billing of her prescription order.
 
Upon review of this concern we verified that Ms. [redacted] does not owe a balance and there is a grant in place to care for this. Ms. [redacted] was quoted a price for the medication in question in error and should not have been instructed to contact the billing department. We have taken action by completing a retraining and coaching of the representatives with whom Ms. [redacted] interacted.
 
We have been in contact with Ms. [redacted] to go over the details of her account. Additionally, a request has been made with billing to send Ms. [redacted] a new and current statement.
 
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 in contacting me at [redacted].
 
Sincerely,
 
 
[redacted]
Member Advocate

May 2, 2017
 
Revdex.com of Eastern MA, ME, RI, & VT290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705
Complaint ID: [redacted]
 
To whom it may concern:
 
CVS Caremark administers the prescription benefits portion of the health plan for [redacted]...

[redacted], of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on April 16, 2017. Thank you for the opportunity to address Ms. [redacted]’s concern as expressed in Complaint ID: [redacted].
 
Our records confirm Ms. [redacted] contacted our Customer Care team on several occasions to inquire about her medication order. We verified she called customer care and requested copayment quotes for several medications. On January 24, 2017, Ms. [redacted]’s doctor submitted new prescriptions, however; the quantities prescribed were different from the quantities used for the copayment quote. This caused the difference in cost of her medications. When customer care provided Ms. [redacted] with the copayment quotes she was advised that the quoted amounts were not a guarantee of cost or coverage.
 
Ms. [redacted] contacted customer care upon delivery of her mail order to discuss the quantities of a medication she received.  Ms. [redacted] was expecting a 90-day supply for her medication; in an effort to verify how the medication was prescribed we connected her to our clinical department. Our clinical department verified the prescription and advised the prescription was filled as prescribed by her physician for a 28-day supply. Our clinical department also suggested that Ms. [redacted] communicate with her doctor the day supply she would like to receive on future prescriptions. On February 3, 2017 we received a new prescription written for a 90-day supply. As a courtesy, we provided a credit in the amount of $57.47 for the initial 28-day supply prescription she received. We regret we are unable to grant Ms. [redacted]’s request to credit her account for the plan copayments of medications which were filled as requested and utilized.
 
Lastly, upon completion of our internal investigation; it has been determined that our customer care team failed to meet our level of expectations. There was a lack of follow up regarding the letter we received pertaining to her concern. Feedback has been provided to each member of the customer care team with whom Ms. [redacted] interacted.
 
We sincerely apologize for any frustration or inconvenience that Ms. [redacted] experienced. 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 in contacting me at 1-[redacted].
 
Sincerely,
 
 
[redacted]
Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to provide clarification regarding Ms. [redacted]’s experience at her 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 Pharmacy Supervisor [redacted] has investigated and addressed this matter with pharmacy staff, including the Pharmacy Manager.  It has been established that Ms. [redacted]’s concern pertains to a prescription that has not been filled since 2015.  In such instances common pharmacy practices dictate that if a customer wishes to continue with a medication after such a period of time they must contact their prescriber before proceeding.  We have determined that the medication which was received by Ms. [redacted] was a refill of a prescription had been filled earlier in the summer.  As the customer did not make her expectations clear until after the medication was purchased we have determined that our pharmacy team members have acted appropriately within our return policy for medications.  While our office initially had an opportunity to speak with Ms. [redacted] this matter, she has not reciprocated the efforts of our Pharmacy Supervisor to assist further.If we can be of additional assistance we invite Ms. [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 regarding the use of manufacturer coupons loaded to his Extra Care Card.  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.  Our Extra Care Card team has investigated this matter and provided the following information. The team was able to confirm Mr. [redacted] purchased the correct items for the 3 coupons in question. We have issued out a $3.50 Extra Bucks Reward to the customer’s account. The reward will available to use on 1/13/2018.  Additionally, we have shared his feedback regarding the manufacturer’s coupons available on our website with the appropriate parties. If we can be of further assistance, Mr. [redacted] can reach out to our Customer Relations Department at [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].
            Although I do understand the policies involving coupons I belive a in-store coupon could be honored in this situation. In the interest of the superb customer service that you are claimimg to hold so important. As I am re-communicating to CVS, I am not looking for something that I did not pay for, or earn through purchases made. I do not wish to have my extra bucks re-instated so Im not looking to break any rules. I would appreciate a store credit or store card that I can use in order to get the $32.00 due to me. In the world of CVS $32.00 is nothing, but to me that is another present under the tree for my daughter. I don't believe this is an unfair request. Also please update your system! I am not an employee, and was shocked to find I'm still listed as one after five years.  
Regards,
[redacted]

On behalf of CVS/pharmacy I would like to apologize to Ms. [redacted] for her experience with our CVS.com Photo Site. 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 appropriate action. It is our understanding that CVS.com Senior Manager, [redacted], has investigated Ms. [redacted]’s concerns. Mr. [redacted] has spoken with Ms. [redacted] to apologize for her experience and explain that we would be ultimately be able to retrieve her photos. Mr. [redacted] has provided Ms. [redacted] with his direct contact information and will continue to be in contact with Ms. [redacted] with status updates. If we can be of further assistance, we invite Ms. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) and refer to incident number [redacted]. Regards, [redacted] Customer Relations Supervisor

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the negative experience she had at the pharmacy drive-thru 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 the Area Pharmacy Supervisor, [redacted] has investigated and addressed [redacted] complaint with the pharmacist and staff. [redacted] spoke with **. [redacted] apologizing for her negative pharmacy experience and assured her that steps would be taken to ensure her future pharmacy visits were positive ones.  If we can be of further assistance we invite [redacted] to contact Customer Relations at 800-SHOP-CVS (###-###-####) and refer to incident number [redacted]Regards,[redacted] | CVS Health | Retail Executive Support Representative

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for her experience at her local CVS/pharmacy in [redacted], VA. 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 Pharmacy Supervisor, [redacted], has investigated and addressed this matter with pharmacy staff. Mr. [redacted] has spoken with Ms. [redacted] to apologize for her experience and assure that the appropriate steps have been taken to prevent this matter from occurring in the future.If we can be of further assistance, we invite Ms. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident [redacted].Regards,[redacted]Customer Relations Supervisor

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 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] is working with Ms. [redacted] via email to resolve this matter with her. If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at 800-SHOP-CVS ([redacted] and refer to incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Ms. [redacted] rebuttal and apologize once again for the negative experience she had when trying to obtain a rain check for an out of stock front store promotional item 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.  It is our understanding that Area District Manager, [redacted] has investigated and addressed Ms. [redacted] complaint with store management and staff.  Mr. [redacted] spoke with Ms. [redacted] once again and has resolved this matter with her. If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at [redacted] (###-###-####) and reference incident number [redacted]. Regards,[redacted] | CVS Health | Retail Executive Support Representative

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience with our [redacted] 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.  There is a growing interest for digital options among our customer base and a significant increase in the use of smart phones by those who frequent our store locations.  To support this interest, digital applications are a key part of our overall and promotional strategy and roadmap.  However, while many of our customers appreciate this digital functionality, some do still prefer the printed coupons and offers on our receipts. We are looking to continue to strike a balance moving forward, providing options to our customers that meet their individual preferences so they can conveniently receive personalized offers, savings and value through our popular [redacted] program.  As a courtesy, I have issued Mr. [redacted] a $10 [redacted] coupon onto his CVS card which will be available for use as of 06/10/2016. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] and refer to incident number [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]. . 
 My issue is not resolved.  the $10.00 extrabuck was given due to the inconvenience caused since 5/29/17 regarding the issue.  Also, my credits for pharmacy and beauty rewards has NOT been resolved.  Once my white card is updated to show the 10 pharmacy credits and over $50.00 beauty rewards to give me my credit, then I will be okay.  See my complaint below about your supervisor who yelled at me and told me I could not use her name in my complaint.  Unprofessional.... I AM MORE THAN UPSET AND PISSED OFF REGARDING SEVERAL DISCUSSIONS I HAD WITH CVS STAFF REGARDING AN ISSUE WITH MY CVS CARD.  I HAVE CALLED CVS SINCE 5/29/17 DUE TO AN ISSUE RECEIVING CREDITS WITH THE BEAUTY REWARDS AND THE PHARMACY REWARDS.   LET ME START HERE, I TRANSFERRED MY RED CARD #[redacted] TO MY WHITE CARD #[redacted] BACK 2 YEARS AGO WHEN I RECEIVED THE WHITE CARD DUE TO MY CURRENT PART TIME JOB AT [redacted].  I HAVE NEVER HAD AN ISSUE WITH THE WHITE CARD UNTIL THE MONTH OF MAY.  I HAVE CALLED CUSTOMER SERVICE SEVERAL TIMES SINCE I DISCOVERED THE ISSUE AND TODAY WAS MY LAST CALL DUE TO THE SUPERVISOR NAME [redacted] WHO IN THE END WOULD NOT LET ME SPEAK AND TOLD ME I BETTER NOT MENTION HER NAME IN MY COMMENT.  WELL, I HAVE NEVER EVER BEEN SO DISGUSTED WITH YOUR CUSTOMER SERVICE DEPARTMENT SINCE MAY 29 UP TIL TODAY.  I FILED A Revdex.com COMPLAINT LAST WEEK #[redacted] DUE TO NUMEROUS ISSUES.  LET START WITH THE PHARMACY REWARD.  I WAS SEVERAL TIMES BY YUR STAFF THAT MY HIPPA WAS NOT COMPLETED SINCE 2014 WHICH WAS A LIE SINCE A CVS REPRESENTATIVE ON 6/14/17 TOLD ME SHE LOCATED MY HIPPA DOCUMENTS ON THE RED CARD ACCOUNT AND THE MEDICATION I PICKED UP ON 5/24/17 FOR 2 90 DAY MEDICATIONS WOULD HAVE GIVEN ME MY 5 DOLLARS PHARMACY REWARD CREDIT.  WELL I WAS TOLD I WOULD RECIVE AN UPDATE TO MY PHARMACY REWARDS WHICH REFLECTED 4 PHARMACY CREDIT AS OF A RECEIPT DATE ON 5/15/17.  AS OF 5/24/17, I SHOULD HAVE RECEIVED 6 CREDITS FOR THE 2 90 DAY PESCRIPTIONS I PICKED UP.  WELL I WAS TOLD TODAY BY THE RUDE CVS STAFF THAT I DID NOT HAVE AN ACTIVE HIPPA TO RECEIVE CREDITS HOWEVER I WENT DIRECTLY TO MY CVS I PICK MY MEDICATION UP FROM AND THEY INDICATED NO HIPPA WAS NEEDED ON 5/24/17 WHICH WAS WHEN I PICKED UP MY MEDICATION SINCE AN ACTIVE HIPPA WAS PRESENT.  WHEN YOUR STAFF CALL MY A LIAR WHEN I HAVE RECEIPTS, IS UNCALLED FOR.  NOW LETS DISCUSS BEAUTY REWARDS.  I SPOKE WITH A CVS REPRESENTIVE ON THE 14TH OF THIS MONTH AND SHE TOLD ME MY RED CARD ACCOUNT WAS NOT TRANSFERRED TO MY WHITE CARD ACCOUNT PROPERLY WHICH HAS AFFECTED MY ACCOUNT NOW WHERE I AM NOT RECEIVING BEAUTY OR PHARMACY CREDITS.  MY RED CARD ACCOUNT WAS TRANSFERRED TWICE IN A WEEK AND IT IS STILL NOT UPDATING THE BEAUTY PURCHASES I JUST MADE.  WE TESTED THE CARD AND I WENT TO THE STORE AND PURCHASED ITEMS TO SEE IF THE BEAUTY REWARDS WOULD WORK AND ITS NOT.  I THINK I NEED A NEW WHITE CARD BUT I REFUSED TO CALL YOUR RUDE STAFF BACK.  SHE YELLED AT ME AND LAST WEEK ANOTHER SUPERVISOR PUT ME N MUTE NOT TO HEAR WHAT I HAD TO SAY.  I REQUESTED THROUGH THE Revdex.com A $25.00 CVS GIFT CARD FOR THE INCONVENIENCE.  THIS MAKES ME WANT TO GOT ELSEWHERE FOR MY MEDICATION.  IF I DID NOT KEEP MY RECEIPTS, I WOULD NOT SEE WHAT HAPPENED WITH MY CARD.  SO I AM VERY UPSET AND [redacted] OFF AT THIS POINT.
Regards,
[redacted]