CVS Pharmacy, Inc.

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered with the billing of her ex husband’s prescriptions 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 Finance Operations manager [redacted] has investigated the issue and advised us that the funds have been recouped by the plan in March and April of 2016. Ms. [redacted] should no longer be receiving collection notices.  If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at [redacted] ([redacted]) and refer to incident number [redacted].

January 23, 2016
 
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...

January 4, 2017. Thank you for the opportunity to address Mrs. [redacted]’s concerns regarding our mail order auto refill program and her order being sent to the incorrect address.
 
As part to our auto refill program, members will receive notifications via email or by phone 29 days prior to their medication’s refill date. The order however will not begin processing until 7 days before the member should be due for a refill. During this time if the member does not need the medication they have the opportunity to place the order on hold until they are ready to have it shipped. Additionally, if Mrs. [redacted] is not satisfied with using mail order she has the option to have her maintenance medications filled at her local CVS pharmacy for a 90-day supply and pay the mail order copayment.
 
Prior to Mrs. [redacted]’s November 7, 2016 order being dispensed, she stated that she used the Caremark app on her phone to change her address for future orders. Although Mrs. [redacted] changed her address on the website she must make it her default address to assure that her orders will be shipped to the correct address. As a result of Mrs. [redacted]’s new address not being properly updated, her order was sent to her previous address instead. Prior to January 3, 2017 there were no calls made to customer care to request a change of address.  On January 3, 2017 Mrs. [redacted] called customer care to inform us that she has not received her order. During this conversation Mrs. [redacted] changed her address with the pharmacy and stated that she still needed her medication. Due to this issue Mrs. [redacted] has received a credit for her lost order and was able to have her medication filled locally on January 3, 2017.
 
We value Mrs. [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 Mrs. [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

Good Afternoon, I certainly apologize that Mr. [redacted] has not received the refund check. I was able to reach out to our Third Party Finance Operations Manager [redacted] and retrieve further information. Mr. [redacted] was able to advise me that check number [redacted] has been sent out to Mr. [redacted] on 05/03/2016. I was also advised the check is in the amount of $15 for a full year refund as opposed to the $7 for 6 months as the customer requested. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) and refer to incident number [redacted]. Thank you, [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 and Date of Birth,

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 total cost of my order with the online coupons offered was $29.30 (excluding tax). The total cost (excluding tax) of my order with the suggested 60% off coupon would be $143.95. Therefore, the 60% coupon offer is an incomparable resolution and is unacceptable. There are two acceptable solutions to this poor customer service, delay in receipt of my order, and technical error on behalf of the business. The solutions are listed below: A. Fulfill my order as stated on my order confirmation. This order should have been ready November 4, 2016 for pick up and it is now November 10, 2016 and the business still has yet to rectify the situation appropriately. B. Provide me with a 90% off coupon, which is an ALMOST comparable solution to the business' error. A 95% coupon would amount to my order being $35.99 excluding tax, which is still more than originally paid, but acceptably comparable. Best business practice is to satisfy the customer when the mistake is solely an error on the business' end. Please escalate my complaint to a representative of CVS that can rectify the situation utilizing one of the two acceptable solutions above.
Regards,
[redacted]

I would like to once again apologize to Mrs. [redacted] for the experience she is having with the Snow globe.  The manufacture can be reached by calling [redacted] directly at [redacted]  She will be able to discuss the process of getting the fan/motor repaired.If there is anything else we can assist Mrs. [redacted] with we invite her to call CVS Customer Relations at [redacted] option 3. The incident number has remained the same [redacted].Regards,[redacted]Senior Customer Relations Representative

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 that the Pharmacy Manager discussed with Mr. [redacted] the rejection they received when processing the prescription through his insurance indicating that he was not covered.  A phone call was placed to the insurance provider who confirmed that Mr. [redacted]  is not currently covered by this insurance.  Additionally the letter Mr. [redacted] presented to the pharmacy indicated that additional information in needed from him in order to ensure coverage.  In this type of situation it is important for the customer to reach out to the insurance provider to determine what information is necessary to reinstate coverage.   If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 800-SHOP-CVS ([redacted]) option 3 and refer to incident number [redacted]. Regards,

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].
What exactly was the effort?  You made no effort.  The explanation you gave made no sense.  You didn't try to fix the situation.  That's not an effort.
Regards,
[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 experience she had with a product purchased 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 the product vendor spoke with Ms. [redacted] attempting to resolve this matter with her.  The product vendor has been unsuccessful in reaching a resolution with Ms. [redacted].  CVS Risk Management Adjuster [redacted] left several voicemails for Ms. [redacted] offering to discuss this matter further with her.  Ms. [redacted] has not responded.If we can be of further assistance Ms. [redacted] can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) 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]. . 
Good afternoon, I want to reject CVS response and have the case reopened.  Since 12/29/16 fell close to newyears, I was unsure If the office was opened,I also have been admitted to the hospital for health reason.CVS is not addressing the fact that the computers  keep going  down and when this happens you are unable to use the extra bucks that the advertise as well as being printed out which then they expire . At the CVS I use which is close to my house the  computer that CVS has to print out your extrabucks is also down a lot as well as falling apart.  This is how the drive Thur is which makes it hard to get ahold of someone since they cover the call button.
Regards,
[redacted]

Good Afternoon,On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for his experience with the CVS blood pressure monitor he purchased.  At CVS, our goal is to provide high quality products to our consumers and provide a satisfaction guarantee.  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 Research and Quality Assurance teams reviewed Mr. [redacted]s' concern in late March.  We have explained to Mr. [redacted] by both letter and email that the part he was seeking was not available to be sent to him.  In order to address his concern we provided a gift card to Mr. [redacted] for the value of the product so a new monitor could be purchased, as well as a pre-paid envelope so that the monitor in his possession could be returned for inspection.  The monitor is currently being inspected for quality assurance purposes and cannot be returned to the customer, in our previous letter to Mr. [redacted] the expectation of repairing the product and returning it to the customer was not set.We have unfortunately been unable to reach Mr. [redacted] by phone to clarify our previous letter and email.  We once again apologize for the issue Mr. [redacted] experienced with the product.  If we can be of further assistance to Mr. [redacted] he can reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) and provide reference incident number [redacted].Thank You,[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr. ** for the problem he encountered at his local CVS regarding the pre -paid 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.  It is our understanding that our third party vendor has investigated the cusotmer's concerns.  We have contacted Mr. ** and advised him a refund will be issued to his card no later than 06/1/2017. Mr. ** was satisfied with the resolution we provided.If we can be of further assistance, Mr. ** can reach out to our Customer Relations Department at 1-[redacted] (1-[redacted]) and reference incident number [redacted].Thank you, [redacted]

Good Afternoon, We regret Mr. [redacted] remains dissatisfied with how we have addressed his concerns. It is our analysis that all appropriate steps have been taken to provide a clarification of the points raised and confirmation that our team members have assisted Mr. [redacted] within the guidelines of our Coupon Policy.  At this time we are unable to provide further assistance.Thank you,[redacted]

On behalf of CVS/pharmacy, I would like to respond to Mr. [redacted] rebuttal and apologize once again for the problem 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, Mr. [redacted] has investigated and addressed Mr. [redacted] concerns with pharmacist and staff.  Mr. [redacted] spoke with Mr. [redacted] once again resolving this matter with him.If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 8[redacted] and refer to 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. It was not communicated to me about a 60 days policy. I clearly asked if this would fall under the umbrella of their 100% satisfaction guarantee on beauty purchases and was told YES!  It could have been returned at the store within 60 days if their store employee knew had to handle the transaction! I've been an Extracare Customer many years. And have spend 100 times more than this at your store. I have not control of what is keyed into your system or training your employees! I started emailing when your employee claim they didn't see where I called or receive the item! I shop at the store all the time. If they knew how to handle the transaction, I would have taken it there! I live less than two miles from the stores. 
Regards,
[redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience she had when trying to use a 20% off coupon on his front store purchase 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. I reviewed customer purchase and verified response given by CVS Extra Care Representative was correct.  I called Mr. [redacted] and left detailed voicemail informing his that response he was given by CVS Extra Care Representative was correct. I directed Mr. [redacted] to CVS website for CVS Coupon Policy.   If we can be of further assistance Mr. [redacted] can reach out to our Customer Relations Department at [redacted] ([redacted]) and reference incident number [redacted].Regards,[redacted] | CVS Health | Retail Executive Support Representative

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had at one of our CVS Minute Clinic locations.  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 a member of our Risk Management team, [redacted] , has investigated Mr. [redacted]’s concerns.  [redacted] has attempted to contact Mr. [redacted] and left him a message stating that all charges will be reversed. She has also reached out to our billing department on April 21, 2016 and has requested a full reversal. If we can be of further assistance we invite Mr. [redacted] to contact Customer Relations at 1-800-SHOP-CVS (800-746-7287) option 3 and refer to incident number [redacted]. Thank you, Waldemar

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 problem he encountered at his local CVS regarding the return of items purchased through www.CVS.com.  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 Manager [redacted] has investigated and addressed this matter with store staff, including the Store Manager. He has coached the team on how to properly return the items purchased from our website and Mr. [redacted] is welcome to return to the store so they can process his transaction. 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]

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]