CVS Pharmacy, Inc.

April 5,
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and VermontDonald Lynch Boulevard, Suite 102Marlborough, MA 01752-
Complaint ID: *** / Mr*** ***
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the
Wellmark health plan, of which Mr*** *** is a memberThank you for the opportunity to address Mr***'s concerns as expressed in Complaint ID: ***
Upon review of Mr***'s concern we verified that the order in question was received on January 25, via electronic requestThe order was not initiated by CVS CaremarkOur records support that on February 2, our filling pharmacy received the order backThe return of the order in question was not authorizedIt was verified that the order was refused by Mr*** because he has a primary account with plan administrator Express Script. Mr***’s prescriber sent this request to CVS Caremark in errorComments have been added to Mr***’s account to hold all prescription requests sent in by his prescriber
Additionally, calls were monitored and we could not locate any calls to support that our customer care representatives had advised Mr*** to return the order in question for creditFor this particular situation, CVS Caremark’s return policy does not allow for the return of the medication. CVS Caremark cannot restock and/or resend the medication after it has left our pharmacy facility, and all returned medication is destroyed. Even if a recipient refuses the shipment or returns the medication, if under our policy the medication cannot be returned, the recipient is still responsible for the full copayment
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 Mr*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** * ***
Member Advocate

Good Afternoon, After further review of the Ms***'s account we can confirm the Pharmacy and Health Rewards and Beauty Club rewards are tracking correctlyAs a token of apology for the frustration caused by this situation, we have added an additional $ExtraBucks coupon to the accountThe coupon will be available for print and use on 07/09/2017.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for the experience she had trying to return merchandise in the front store of 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 Area District Manager, *** *** has investigated and addressed Ms*** complaint with store management and staffMr*** spoke with Ms*** and discussed her store experience and CVS Return Policy with her. Mr*** has resolved this matter with Ms*** If we can be of further assistance Ms*** can reach out to our Customer Relations Department at *** *** and reference incident number ***.Regards,*** *** | 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 # ***.I was told I was only given credit from February to Current First, I have no way to verify that was correct because your site does not list the dates and number of prescriptions picked up In addition, I asked for credit from May of when CVS took over my *** It seems very shady as a business that you can't track your "rewards" points, or get any information This would basically take me keeping track of every single prescription that I have filled Seems like you need to update your system somehow I get several prescriptions filled per month, and am due the proper credit for what I actually filled.Amy ***
Regards,
*** ***

April 19,
Revdex.com
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complaint ID: ***/ Dr*** M ***
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the health plan for the State of Florida, of which Dr*** *** is a memberThis letter is in response to the correspondence we received from your office on April 11, Thank you for the opportunity to address Dr***’s concerns as expressed in Complaint ID: ***
Upon review of this concern, we verified that Dr*** was contacted by *** *** from our CVS Management team and compensated with $1,due to his CVS Health concernsA check was processed on April 7, after Mr*** spoke with Dr***; check number *** for $1,was mailed to Dr*** on April 10,
Our CVS Caremark Specialty team has assigned two points of contact for Dr*** should he have any Specialty Pharmacy questions or issues and needs assistanceThe two points of contact are *** *** and *** ***
Additionally, *** *** from our CVS Retail Team contacted and spoke with Dr***The Extra Care program was explained and Dr*** will only receive Extra Care Bucks for prescriptions actually filled from a CVS Retail PharmacyThe Retail team could not find any retail prescription fills or history for the last two yearsDr*** remains dissatisfied with the Extra Care Program and his plan
We value Dr*** as a member and we remain fully committed to our purpose, “helping people on their path to better health”Should you or Dr*** have any additional questions or concerns, please do not hesitate in contacting me at ***
Sincerely,
*** ***
Member Advocate

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problems he encountered with his local CVS Pharmacy regarding the price of his medication 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 this matter has been investigated by our Area Pharmacy Supervisor *** *** *** has attempted to contact Mr*** to discuss the findings from her investigation, seeking to explain that we were able to get his prescription to go through his discount card We also made sure to have his prescription ready and filled for him for when he arrives at our location Unfortunately *** has been unable to speak with Mr*** directly to review this information with him If we can be of further assistance, we invite Mr*** to contact Customer Relations at *** *** and refer to incident number ***. Thank you,***

Good Afternoon, As we have previously stated, a coupon in the amount of $was issued to Ms***'s account on 12/and was redeemed on 12/The coupon was issued as compensation for the coupon Ms*** would have received from the Home Bath Tissue promotionWe have also issued Ms*** $courtesy coupons on 01/02, 01/and 01/At this time we would not be able to provide any additional compensation.Thank you,***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the inconvenience he and his spouse have encounteredAt 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 our Third Party team members have sought to contact Mr*** in regards to this concern, they have informed us that when they were previously contacted by Mrand Mrs*** instruction was provided to submit a claim to the customers present insurance for direct reimbursement In order to assist the customers further our Third Party team members have sought to contact Mrand Mrs*** to provide what assistance they can in this matter but have been unable to speak with them.If our team members can be of further assistance we invite Mr*** to contact our Third Party Billing and Reimbursement team at 1-***.Thank you, ***

In order to properly investigate your concerns, we are in need of additional informationPlease provide us with the following information: Member ID number, Date of Birth, and details on what the overpayment was for

Good Afternoon, We have requested additional outreach to Mr*** by the District Manager *** ***.Mr*** is also welcome to contact our Customer Relations Department at 1-*** (1-*** with the incident number *** so we may arrange a follow up at a convenient time.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize to Ms*** *** for her experience with photo development at her local CVS/pharmacyWhen we find that we have disappointed a customer, we believe that it is important to understand what happened and to take the appropriate actionIt is our
understanding that District Manager, *** *** has investigated Ms***’s concerns. He has worked with *** in an attempt to locate the missing photo order which was unsuccessful*** has spoken with Ms*** to apologize for her experience and assure her that her customer service concerns have been address with the store staff. *** has offered Ms*** $gift card and is continuing to work with the photo team in a continued attempt to retrieve the photos from ***If we can be of further assistance, we invite Ms*** to contact Customer Relations at 800-SHOP-CVS (800-746-7287) option and refer to incident number ***.Regards,*** ***Senior Customer Relations Representative

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered with the CVS gift 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 Customer Relations Research department has mailed Mr*** a $CVS replacement gift card which should arrive within the next to days. If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at 1-*** (1-***) and reference incident number ***.Thank you, ***

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 # ***.
This coupon was always printed by the machine or sent to the card. I will contact the CEO directly today
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 # ***
I was ok with the response up until the point of where it was again stated that I had the medicine which initiated the complaint. The problem being that this was my son's medication and it should have been resolved through insurance instead of costing me 42.00. We were unable to resolve it through insurance because of ***'s(sic) interaction with the doctor's office stating that CVS gave me as reimbursement for the prescription which I would never have agreed to so now we are back at square one that you think that you have done me a favor by costing me
Regards,
*** ***

Good Afternoon, I sincerely apologize Mr*** has not been able to speak with the District Manager *** *** in order to resolve this issueMr*** is more than welcome to reach out to Mr*** on his cell phone at ###-###-####If Mr*** prefers to have Mr*** call him, please let us know the preferred date and time when he can be reachedThank you,***

Good Afternoon, On behalf of CVS/pharmacy, I would like to apologize to Ms*** for the negative experience she had regarding using her coupon. 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 actionWe have reviewed Ms*** concerns and have learned that the phone number that we had on file was connected to multiple *** accountsI have spoken to Ms*** and corrected the issueI have also re-issued the $coupon in questionIf we can be of further assistance, Ms*** can reach out to our Customer Relations Department at *** *** and reference incident number ***Thank you, ***

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 # ***Please add your rejection comments below.
CVS is continuing to spam meI not only want this to stop, but I want a written commitment from CVS to cease this practice nationwide
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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 # ***.
Regards,
*** ***

Good Afternoon, We regret Mr*** remains unsatisfied with how his concerns have been addressedIt is our belief all appropriate steps have been taken to provide a resolution and we are unable to provide further assistance.Thank you,***