CVS Pharmacy, Inc.

Good Morning, Thank you for reaching out to CVS Pharmacy in regards to his experience with our Extra Care team and the email he received. At this time we are unable to locate the email that Mr. [redacted] is referring too. We would greatly appreciate any information he could forward over so we...

may investigate this matter further. 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]

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 gift cards were tampered with under the care of CVS, prior to purchase. Yet CVS has taken zero responsibility for it. I have requested a REFUND, not a mere replacement in cards. What a FRAUDULENT company!
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. 
The responses to the Revdex.com from CVS/[redacted] is replete with lies. Before this incident I had been purchasing this same medication for approximately $160.   Additionally, to date, I have not received an apology from any of the CVS/[redacted] staff who harassed and overcharged me. ]
Regards,
[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for her experience 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 representative of our Customer Relations team has spoken with Ms. [redacted] to apologize for her experience and offer an ExtraCare coupon for her inconvenience. We have also ensured that the appropriate management team has been made aware of Ms. [redacted]’s experience when calling ExtraCare 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

Good Afternoon, We were unable to locate the phone number Mr. [redacted] provided in our system. We would like to request the full number CVS would be required to dial in order to reach Mr. [redacted] beyond the [redacted].Thank you,[redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the problem she encountered around our Pharmacy and Health Rewards Program. 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.  Our Extra Care team has investigated the outreach that Ms. [redacted] is speaking of and provided the following feedback. The flyer in question is a reminder to all enrolled customers that on December 31, 2017 all credits will reset to zero. It then provides customers all the ways you are able to earn credits so they can take advantage of the rewards program. Aside from getting a prescription refilled, as we understand that may not be an option for all customers, examples to earn credits include, creating a CVS.com account, signing up for prescription text alerts or emails, as well as getting a flu shot or other vaccination. Unfortunately we are unable to extend credits into the upcoming 2018 earning period as that would be outside the guidelines of the program. 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,

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 contacted the business on numerous occasions to get this resolved. They called me 1 time, Dec 18. I returned their call and had to leave a message. They did not respond. I have since called 2 more times and keep getting transferred. I was on hold yesterday for 50 mins. Being transfered to 4 different people. I gave my account number as  requested.
Regards,
[redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms. [redacted] for the poor customer service she encountered resolving her ExtraCare concerns.  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.After a review of her concerns we have identified that at time of her outreach to the Revdex.com she had also contacted CVS Pharmacy Customer Relations and was assisted by our staff members who adjusted her account appropriately for the prescriptions she had picked up prior to signing her Hipaa form.  To identify training opportunities we have reached out to our Regional Leadership team members and our supervisors with Customer Relations to ensure proper service in the future.If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at 1-[redacted] (1-[redacted]) and refer to incident number [redacted].Sincerely,[redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr. [redacted] for the experience he had with our Americans Greetings ExtraCare promotion. 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 ExtraCare team has investigated Mr. [redacted] concerns and determined that the reason he did not receive the qualifying $3.00 ExtraBucks is due to the manner in which the $1.99 coupon was processed  at the point of sale on March 17, 2016. This matter has been addressed at store level.  Due to the inconvenience this has caused Mr. [redacted] a $5.00 ExtraBuck coupon has been set to print at any CVS as of April 10th. If we can be of further assistance to Mr. [redacted] we invite him to reach out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option 3 and reference incident number [redacted]. Regards,[redacted]Senior Customer Service Representative

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the experience she had obtaining her medication. We recognize that Ms. [redacted] at this time feels that her issue is unresolved.  Due to the seriousness of the concerns Ms. [redacted] has expressed we ask that she follow up with our Corporate Pharmacist at [redacted], to discuss further. At this time we have not been able to speak with Ms. [redacted] directly.    If we can be of further assistance, please let us know. Thank you,[redacted]Senior Customer Relations 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 never about the money. It was how I was treated and how the store associates made me feel. Store manager and general manager. They were rude and unprofessional. I will never return to that location. Even though it is 2 blocks away from my house. 
Regards,
[redacted]

Good Afternoon, Thank you for reaching out to us regarding Mr. [redacted]’ complaint of the service provided by CVS Pharmacy.  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 attempted to contact Mr. [redacted] multiple times without success in an attempt to discuss this issue. We invite Ms. [redacted] to reach out to our Customer Relations Department at [redacted] and reference incident number [redacted] so we may facilitate communication between her and Mr. [redacted].Thank you,Waldemar

On behalf of CVS/pharmacy, I would like to apologize to Ms. [redacted] for the problems she encountered when trying to fill a 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]’s concerns with the pharmacist and staff. Mr. [redacted] spoke with Ms. [redacted] apologizing for her negative pharmacy experiences and assured her steps have been taken to ensure her future pharmacy experiences are positive ones.  If we can be of further assistance we invite Ms. [redacted] to contact Customer Relations at [redacted] and refer to incident number [redacted].Regards,[redacted]s | CVS Health | Retail Executive Support Representative

Good Afternoon, On behalf of CVS Pharmacy, I would like to convey our regrets that we have been unable to fully resolve Mr. [redacted]'s concern.  We have further confirmed with our Digital Photo team members that the 60% off Canvas Print offer is an appropriate solution given the nature of the system error that the customer experienced.  We welcome Mr. [redacted] to contact out Customer Relations team members at [redacted] and refer to incident number [redacted] with any further questions.Thank you,[redacted]

Good AfternoonOn behalf of CVS Pharmacy, I would like to apologize to Mr. [redacted] for the problem he encountered at her local CVS Pharmacy.  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. Store Manager [redacted] has also spoken to Mr. [redacted] and offered a CVS gift card as a token of apology. 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]

On behalf of CVS/pharmacy, I would like to respond and apologize to Mr. [redacted] for the problems he encountered at his local CVS Pharmacy, regarding the price of 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 the Area Pharmacy Supervisor, [redacted] has spoken to Mr. [redacted] about his concerns. Mr. [redacted] indicated the charge to his Health Savings Account has been corrected,  no action is needed by CVS/pharmacy.  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] Customer Relations

January 13, 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 [redacted] health plan, of which...

Mr. [redacted] is a member. This letter is in response to the correspondence we received from your office on December 30, 2016. Thank you for the opportunity to address Mr. [redacted]’s concern as expressed in Complaint ID: [redacted].
 
Upon review of Mr. [redacted]’s concern, we have verified with Caremark’s clinical advisors that the medication in question is still available on the market. I have confirmed that CVS Caremark would be able to obtain the medication from our supplier. We have begun the process of completing an order to fill a 90-day supply of the medication. Once the process has been completed it will ship via [redacted] overnight delivery. 
 
Additionally, it has been determined that our customer care team failed to meet our level of expectations; we recognize that there were several opportunities for additional training and coaching for our staff. Feedback has been provided to each member of the customer care team with whom Ms. [redacted] interacted.  Please note that our goal is to ensure that our valued customers receive only the highest level of customer care.
 
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

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 Ms. [redacted] for the problem she encountered with the [redacted]'s pre-paid cards she purchased at her local CVS Pharmacy.  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 researched the issue with the prepaid card vendor and they confirmed that the card purchased on the receipt was activated successfully. If you are still unable to use the card we recommend that you contact [redacted]'s  to open a research ticket. You can contact [redacted]'s at 1-[redacted]. If we can be of further assistance, Ms. [redacted] can reach out to our Customer Relations Department at 1-[redacted] and reference incident number [redacted].Thank you, [redacted]r