CVS Pharmacy, Inc.

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr*** for the problem he encountered at his local CVS regarding processing a prescription 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 CVS Pharmacy Billing and Reimbursement Supervisor *** *** has investigated and addressed this matterMs*** has also spoken to Mr*** who advised her the issue has been resolvedMr*** also brought up service concerns at the store which will be forwarded to the field leadership team. If we can be of further assistance, Mr*** can reach out to our Customer Relations Department at *** (*** and reference incident number ***.Thank you, ***

January 6,
Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont
Donald Lynch Boulevard, Suite
Marlborough, MA 01752-
Complaint #*** / *** ***
To whom it may concern:
CVS Caremark administers the prescription benefits portion of the ** ***
*** & Co health plan, of which Mr*** *** is a member. Thank you for the opportunity to address Mr***'s concerns as expressed in Complaint #***
Upon review of this concern we verified Mr*** is enrolled in the Autopay program, which means that all patient pay portions are automatically taken from the MRA as long as funds are available. If plan members do not want funds automatically withdrawn, they can enroll in the debit card option with ** *** ***; this option will allow members to decide when funds are withdrawn. Members also have access to a portal on the medical end of the benefit which shows all MRA transactionsAdditionally, plan members receive monthly statements which show all transactions
** *** *** implemented the Dispensed as Written (DAW) penalty effective January 1, Targeted mailings were sent to all members that would be impacted advising of this change. Mr*** has been receiving the brand medication in question for several years and therefore was included in the targeted mailings. Letters were sent to Mr*** on October 14, and a second letter on December 5, 2015.
Pursuant to the plan benefit, when the plan member or prescribing physician request DAW on the prescription, the member will pay the difference in price between the brand and generic plus the generic copayment. The plan benefit does have a brand exception process; prescribers can fax a letter of medical necessity to 1-*** in an effort to bypass the DAW penalty
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 1-***
Sincerely,
*** * ***
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 # ***Please add your rejection comments below. The corporate pharmacist indicated no such policy even existed, then suggested I ask my doctor to change his prescribing methods to prevent CVS' future mistakes I received an insincere apology for the pharmacy refusing to fill my prescription without cause and wasting hours of my time, yet there was no indication that the issues would be prevented in the future My other concerns (missing pills & constantly lost prescriptions) were ignored, as apparently they were not pertinent My concerns and complaints remain unresolved & I will be transferring all of my prescriptions to *** I'm actually MORE frustrated now than before I dealt with the corporate office because I've continued to receive subpar customer service from CVS & more of my time has been wasted by the company.Regards,
*** ***

*** called me personally, excellent problem resolution.
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 # ***.
CVS has a pattern and history of unfair and racial policies, their explanation was that they determine if medicines prescribed by Doctor are needed or necessary for patientAlso *** basically called me a liar today, saying the pharmacist didn't recall the incident, of course not because the female pharmacist, told the male that I spoke to, to refuse to service me.
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. Thank you very much I consider this resolved

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 # ***
[First off, I would like the original order I placed for the price I was told and paid at checkoutIt is not my fault for an error on your endYou took my money which means that you need to fulfill your end of the transactionSecond of all I am a "He"Thanks for trying to add insult to injuryThat shows very poor taste as a member of the CVS corporate divisionThird, I was very upset with your customer service department because they were very rude when I calledThey need major improvement if they are going to be considered "customer service"....]
Regards,
*** ***

Good Evening, On the behalf of CVS Pharmacy, I sincerely apologize that our previous communication was not an acceptable response for Mr ***Unfortunetly, we are unable to assist Mr*** any further as we believe all efforts have been made to provide a satisfactory resolution.If we can be of further assistance regarding any other concerns, we invite Mr*** to contact Customer Relations at *** ***) and refer to 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 # ***
***s conducted a full investigation and I sent them pictures of the giftcards as well as the receiptsThey determined that I was provided with tampered cardsThe barcode that the cashier, your CVS employee, scanned does not correspond to the giftcards I have on handIt is what they call "switch cards"The barcode that was scanned, which was the only part of the giftcard that was exposed when the cards were still in their packaging, were and have been tampered withPer ***s, they do not use glue as an adhesive to stick the cards to the cardboard packagingAlso, the exposed barcode which was scanned, there are plenty of scratch marks that surround it, leading us to believe that the original barcode, which corresponds to the giftcards, have been removed, and a sticker barcode- which was scanned, was placed in its placeThe receipts on the cards indicate the last digits of the cards that were activate, which are not the cards that I have been provided withYou guys, CVS were able to look up the TPV as well as the Proxy IDs of the cards that were indeed activated and you have provided me with those numbers, further proving that I was provided with cards that were not activatedNo one at CVS has taken the initiative to contact me to resolve this***s has placed a security hold on the cards that were activated as they are not the ones that I have been provided with from the cashierGiftcard fraud happened under the watch of CVS, before the cards were purchased, and yet your company has taken zero responsibility for itI want a full refundYou charged me the full $yet I have $worth of products
Regards,
*** ***

On behalf of CVS Pharmacy, I would like to apologize to Ms.*** for the problems she encountered with her local CVS Pharmacy being out of stock of her 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 *** *** has investigated and addressed this matter with pharmacy staff, including the pharmacy managerOur Pharmacy Supervisor *** *** has spoken with Ms.***, apologized and informed her the manufacture no longer makes this type of medication and they do not have any intentions at this time on further productionIf we can be of further assistance, we invite Ms.*** to contact Customer Relations at *** *** and refer to incident number ***.Thank you,***

On behalf of CVS/pharmacy, I would like to apologize to Mr*** *** for his experience at his local CVS/pharmacyAt CVS, our goal is to make our customers' shopping experience easyWhen 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, *** ***, has investigated and addressed this matter with store staffMs*** has taken the appropriate steps with store staff to prevent this matter from reoccurring in the futureMs*** has attempted to reach Mr*** but has been unable to make contactWe invite Mr*** to reach out to Ms*** to further discuss this matter.Mr*** has also contacted our office in regards to this matter and we have offered compensation in the form of an ExtraCare coupon.If we can be of further assistance, Mr*** may contact Customer Relations at 1-800-SHOP-CVS (746-7287) and refer to incident ***.Regards,*** ***Customer Relations Supervisor

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 # ***. Yes, calling me while I'm in a doctor's office or hospital is most definitely "not satisfactory" Just delete the accounts associated with my e-mails There are no privacy concerns with deleting accounts I'm not asking for information I'm asking that my relationship with CVS be terminated Immediately
Regards,
*** ***

Good AfternoonOn behalf of CVS/pharmacy, I would like to provide convey our regrets that we were unable to fully resolve Mr***'s complaint At CVS, our goal is to ensure customer satisfaction and maintain professional standards Once we have established the details of a concern we make every effort to provide a solution that is proper for the circumstances.We have confirmed with Area Pharmacy Supervisor, *** ***, that the price the customer paid for his medications was correct for the product and was in keeping with the insurance coverage available for the customer Further Ms*** has spoken with the customer and confirmed that his service concerns have been addressed with the pharmacy staff of the location It is our judgement that all efforts have now been made to address Mr***'s concerns."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. [I
also received a voice mail from *** asking me to call back to CVS
with the reference number to be connected with him in order to settle
the issueI have called on 08/11/at ~ 1:pm, spoke to ***She
rejected to get me to the right personIs that a good faith to settle
the case? As
for the issue itselfI don't experience any problem with couponsI
just want to know how discounts were calculated (breakdown)Cannot get
an answer for longer than a month.At this stage, I would be satisfied with the CVS answer that they cannot explain it.]
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 # ***.
First off I would like to thank you for the sincere, and kind response to my last correspondenceI can see your concern, and thoughtfulness given to this situation in your message littered with spelling errorsIt is very obvious that customer service is of no concern to this company despite all of its boastfulness to the contraryIt seems that the only thing that is consistent with your coupond policy is screwing your customers overIt is well within your means to be able to apply a credit, or store card to help rectify the situationIm not trying to cash in on expired manufacturer coupons, or committing coupon fraudThe extra bucks are a in store credit given to consumers who shop frequently, and buy certain productsCvs should honor these extra bucks which are only a couple of weeks out of dateI am honestly left feeling like my business is of zero importance to CvsI appreciate the many apologies I am getting, but little is being done to fix the situationAll the "sorry"s in the world do not give me my $back for buying your over price products.
Regards,
*** *** *** (***!!)

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms*** for the problem she encountered at her local CVS regarding the use of her coupons 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 reviewed ExtraCare account in question, as well as the transactions made on 07/18/and 07/20/We are able to confirm that the only 30% off coupon that was available on the account in question was a mailed coupon valid from 06/26/until 07/23/and used on 07/18/While we are unable to process a credit of $to Ms***’s credit card, I will be happy to process another 30% off coupon to the ExtraCare account.If we can be of further assistance, Ms*** 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 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 Cvs did get his medicine ready
Regards,
*** ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mrs*** 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 emailCustomers who placed multiple orders will receive multiple apology emails with these onetime use promo codes.If we can be of further assistance, Mrs*** can reach out to our Customer Relations Department at *** ***) and reference incident number ***.Thank you,***

Good Afternoon, We have been unable to locate a previously filed complaint by Mr***We would like to request Mr*** to provide us the details of his complaint so we may properly investigate and resolve.Thank you,***

On behalf of CVS/pharmacy, I would like to once again apologize to Mr*** for his experience with 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 as facilitated by the District Manager, the Store Manager *** has contacted Mr*** and arranged for him to come back to the store for a free eye drop. In addition, I do apologize for the misspelling of Mr***’s last name the initial Revdex.com complaint had the spelling as: Customer Information: *** *** It has since been updated in our systemIf there is anything else we can assist Mr*** with we invite him to call Customer Relations at *** option and reference incident number ***Regards,***Senior Customer Relations Representative