CVS Pharmacy, Inc.

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 weare 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 you choose to take advantage of the 60% off offer, your canvas’s are saved in your account. After logging in go to your order history, click on the order number and then the “Reorder” button.  From there, enter your promo code at check out.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

September 23, 2016
 
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont290 Donald Lynch Boulevard, Suite 102Marlborough, MA 01752-4705
 
Complaint # [redacted]
 
To whom it may concern,
 
CVS Caremark administers the prescription...

benefits portion of the CarMax health plan, of which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on September 21, 2016. Thank you for the opportunity to address Ms. [redacted] concerns regarding her concern as expressed in Complaint # [redacted].Upon review of your concern, CVS Caremark has confirmed that Pharmacy Supervisor [redacted] has contacted Ms. [redacted]. An apology for her experience was provided, as well as an explanation regarding our auditing process at the local retail pharmacy. Ms. [redacted] was informed that if the local retail pharmacy had dispensed an additional box of medication, it would have put her over the 90-day supply threshold which is not allowed by the prescription benefit plan. Therefore, the retail pharmacist directed her to fill her prescription through mail order, which may have accommodated her dispensed quantity and 90-day supply. Once the prescription was received through mail order, the medication was dispensed and shipped out on September 11, 2016; the medication was delivered on September 13, 2016. The retail pharmacy will reach out to the prescribing physician’s office and obtain a new prescription for the next fill. The pharmacist on staff has confirmed how they will accommodate the 90-day supply for future fills.
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

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]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to [redacted] for the problem they encountered with the filling of [redacted] prescription at their 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. and [redacted]’ concerns with pharmacist and staff.  Ms. [redacted] spoke with [redacted] apologizing for her pharmacy experience and resolving this matter with her.     If we can be of further assistance we invite [redacted] to contact Customer Relations at [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 apologize to [redacted] for the experience she had when shopping in the front of the store 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 [redacted] complaint with store management and staff.  Mr. [redacted] spoke with [redacted] apologizing for her negative CVS experience and assured her steps have been taken to ensure her future shopping trips to CVS are more enjoyable.   If we can be of further assistance [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (###-###-####) and reference incident number [redacted].Regards,[redacted] | 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 # [redacted]. Please add your rejection comments below.  I have not been contacted by CVS nor been reimbursed by them as of 5/7/16.
Regards,
[redacted]

Good Afternoon,We have attempted to contact Mr. [redacted] at the number that was provided. However, the line continued to disconnect while we attempted to leave a message. We encourage to Mr. [redacted] to contact us at 1-[redacted] with the incident number previously provided and choose option 3 in order to speak with a representative that could offer assistance. Mr. [redacted] may also provide a reply which contains the date of when the card was pur[redacted]d, the store location and the transaction number. Once we have the necessary information, we will do everything we can to provide Mr. [redacted] with proper resolution.Thank you, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered at her local CVS when picking up her prescriptions.  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 pharmacy staff, including the Pharmacist in Charge. Ms. [redacted] discussed this with Rx Tech [redacted] and spoke with Ms. [redacted]. We offered Ms. [redacted] a $25 CVS gift card for her frustrations and she advised us she is satisfied with the resolution.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]. Please add your rejection comments below. 
Yes Ms. [redacted] has responded to the complaint.  I was only able to contact her last week because I traveled most of the month of December.  I'm hoping to hear back from her this week.  I however, have not heard back from CVS caremark about that portion of the complaint.  Regards,
[redacted]

Good Afternoon, I certainly apologize that we have not been able to resolve Mr. [redacted]’s concerns thus far. As I stated in my previous response, the service aspect of Mr. [redacted]’s complaint has been addressed with the management team and a letter of aopology has been sent out on 05/04/2016.  Mr. [redacted] is more than welcome to contact me at [redacted] ext. [redacted] or forward the emails in question to [redacted] in order for me to determine their origin and have them stopped. Thank you, [redacted]

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 making a return.  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 are sorry that we cannot accept your return at this time.  Our decision is based, in part, on information provided to us by The Retail Equation (TRE). Your Return Activity Report (RAR) may help you understand the reason for our decision. A free copy of your RAR is available by visiting TRE online at: [redacted] This report is held in TRE's files for a period of 60 days following a return warning or denial. You may also ensure the accuracy or completeness of any information in the RAR by following the dispute process.  TRE's Customer Service Office can be contacted at 1-[redacted] Monday - Friday, 8am-5pm PST or via mail at the following address: The Retail Equation [redacted]
  When contacting TRE, please have the transaction ID at the top of this slip, the ID number, full name, address, and phone number available.

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered at with our ExtraCare 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 investigated Mr. [redacted]'s concerns and verified the telephone number [redacted] is the only number listed on his ExtraCare account. Mr. [redacted] should provide said number to the store staff members going forward. We have also added a $20.00 ExtraBucks coupon to Mr. [redacted]'s ExtraCare account, available as of 01/23/2018.If we can be of further assistance, Mr. [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 Mrs. [redacted] for the poor service she received placing her online order.  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 that Merchandising Supervisor [redacted] has investigated and addressed this matter with his staff members.  Mr. [redacted] has spoken with Mrs. [redacted] to provide his apologies and to review that a credit has been issued for the customer's order.  Our team members have also confirmed with our warehouse that a corrected order for the customer has been sent to her mailing address as of May 11th.If we can be of further assistance we invite Mrs. [redacted] to contact our CVS.com team at 1-[redacted] and refer to order 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. I am still waiting for a resolution.
Regards,
[redacted]

Revdex.com:
I accept that that will be the only response I receive from CVS, but I will not be using their 60% off one item promo code (who knows if it will actually be honored, right) and I will make sure to avoid shopping at CVS in the future. 
Regards,
[redacted]

May 4, 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 City Of Chicago health plan, of...

which Ms. [redacted] is a member. This letter is in response to the correspondence we received from your office on April 25, 2017. Thank you for the opportunity to address Ms. [redacted]’s concern as expressed in Complaint ID: [redacted].
 
Upon review of Ms. [redacted]’s concern, our records confirm Ms. [redacted] mailed in 14 prescriptions to be filled through our mail order pharmacy which were not processed due to a past due balance of $746.32. Ms. [redacted] contacted our Customer Care team via email on several occasions to inquire on her medications. Ms. [redacted] was advised that we received her letter indicating that she has filed for bankruptcy and the documentation must include CVS Caremark as a creditor in the bankruptcy filing. We provided the address for Ms. [redacted] to mail any updated information.
 
On April 24, 2017, Ms. [redacted]’s requested, via email, that her prescriptions be sent back to her if our filling pharmacy could not fulfill the order within the next two days. Ms. [redacted] made this request in an effort to fill her prescriptions at a local retail pharmacy.  Customer care sent Ms. [redacted] an email requesting she call our financial department in an effort to discuss the bankruptcy paperwork she had submitted.  Ms. [redacted] was advised we would return the prescriptions that she mailed to us as requested. Furthermore, the prescriptions that our pharmacy was not able to be mail back were transferred to a pharmacy of her choice. On April 28, 2017, our pharmacist transferred the prescriptions with the exception of the prescriptions which are a federally controlled substance. Federal Law states we cannot transfer out a federally controlled substance that has not been filled initially at its originating pharmacy.
 
Lastly,  it has been determined that the bankruptcy documentation that Ms. [redacted] provided our finance department did not have CVS Caremark listed as being included in the bankruptcy. We requested Ms. [redacted] contact our finance department to provide additional information; unfortunately we have not heard from Ms. [redacted]. Our finance department is allowing an exception to write off the balance owed to CVS Caremark.  Ms. [redacted] will need to ensure all orders are sent in with a method of payment to avoid delays and/or cancellation of her orders.  If a payment is declined the account can be potentially locked therefore preventing orders from being released without a valid payment.
 
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

On behalf of CVS/pharmacy, I would like to apologize to[redacted]for the problem he encountered with his 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 Pharmacy Manager has spoken to Mr. [redacted] about his concerns.  It was confirmed that the medication dispensed was not expired and that CVS will exchange the medication that he currently has with a different batch which was recently ordered.  As of 1/17/17 Mr. [redacted] has not returned to the pharmacy for the exchange.  If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at [redacted] option 3 and refer to incident number [redacted]. Regards,[redacted]Senior Customer Relations Representative

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience with CVS/Caremark in regards to the billing of a prescription.. At CVS, our goal is to make our customers' 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 received confirmation from our Adjustments department that the claims have been successfully reversed.  If we can be of further assistance, Ms. [redacted] may also reach out to our Customer Relations Department at [redacted]) and reference incident number [redacted]. Thank you,[redacted]

Good Afternoon,We regret that Ms. [redacted] remains dissatisfied with our leadership teams investigation of this matter.  Upon initial receipt of this concern a review was provided with the utmost care to ensure accuracy.  It is our finding that this concern has been properly addressed by our Senior Supervisors.   Thank You,[redacted]

Revdex.com:
No attempt was made to contact me by CVS.  Furthermore, the representative in their electronic e-mail to you through your system - and that was passed on to me and to which I am now responding, only provided a telephone number.  The telephone number does *not* go to a specific person, nor to any human.  It goes to into a general customer inquiry support queue, touch-tone driven, and relatively unnavigable.  After 10 minutes of navigating, the system tells you that no one is there to take your call.CVS in-store managers refused to assist, and brushed me off in this exact same manner, suggesting this same number - and with which I had similar results - before I filed my complaint.  Furthermore, CVS wrote "Gift Card" on the receipt that was sent to my credit card company as evidence.  Calling this a gift card is precisely what CVS told me.  Doing so, in fact, is a direct violation of the terms of the $54 million FTC settlement against [redacted], per your own site.  Furthermore, [redacted] when called via the number on the card, told me the card was not scanned and activated at the point of sale, and as such they could do nothing to assist me.I have also filed a Revdex.com complaint and the product manufacturer, [redacted], which is in process.CVS has been absolutely horrible in this matter. 
Regards,
[redacted]