CVS Pharmacy

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 This response is utterly unacceptable The fact remains, they DID change their de facto policy, even if they claim the policy has always been to accept only coupons within their expiration date I have filed a dispute with my credit card company for the purchase, and will be pursuing further legal action Regards, [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]

..On behalf of CVS/pharmacy, I would like to respond to Ms [redacted] ***’s rebuttal and apologize once again for the problem she encountered with receiving automated CVS pharmacy calls for someone other than herself 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 I was able to verify the calls Ms [redacted] referred to and removed her phone number from the automated pharmacy call programs and any pharmacy profile it was attached to I left detailed voicemail for Ms [redacted] detailing action taken on her complaintI left my contact information in the event Ms [redacted] wanted to discuss this matter further with me I emailed Ms [redacted] CVS’s apologizes and actions taken to resolve this matterMr [redacted] responded that she did not want any further direct contact from CVS.If we can be of further assistance we invite Ms [redacted] to contact Customer Relations at [redacted] (***- [redacted] ) and refer to incident number [redacted] .Regards, [redacted] | CVS Health | Retail Executive Support Representative

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 ChargeMs [redacted] discussed this with Rx Tech [redacted] and spoke with Ms [redacted] We offered Ms [redacted] a $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]

Tell us why here...On behalf of CVS/pharmacy, I would like to apologize to Mrs [redacted] for the problems she encountered when requesting a copy of her and her husband’s pharmacy records from CVS Health 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 Central Pharmacy Services Manager, [redacted] has investigated and addressed this complaint Ms [redacted] has mailed the requested pharmacy records, overnight delivery A voicemail apology and notification of this action was left for Mrs [redacted] If we can be of further assistance we invite Mrs [redacted] to contact Customer Relations at [redacted] (###-###-####) and refer to incident number [redacted] .Regards, [redacted] | 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 Mrs [redacted] ' 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 Mrs [redacted] to contact out Customer Relations team members at [redacted] ) and refer to incident number [redacted] with any further questions.Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the poor customer service he has received regarding our coupon mailersAt 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.We have brought Mr***'s concern to our Marketing team members for review, they have been able to confirm that Mr [redacted] has been opted out of all Company Direct Mail communications I have also confirmed with Mr [redacted] that he had no duplicate accounts and that his information has been properly removed from his ExtraCare account I have provided Mr [redacted] my direct contact information if he has any further inquiries.Our Customer Relations team members can also be reached at 1-800-SHOP-CVS (1-800-746-7287) where Mr [redacted] can refer to incident number [redacted] .Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to once again apologize to Ms [redacted] for the negative experience she had at her local 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 actionIt is our understanding that our Corporate Pharmacist ***, has been able to speak with Ms [redacted] about her concernsIt was explained that we take our customers feedback seriously and that the Area Pharmacy Supervisor, reviewed proper actions and expectations with the pharmacy staff Our pharmacist corresponding responsibilities when filling prescriptions was also discussed with Ms*** Ms [redacted] stated she has filled her medications at a competitor and disconnected the call If we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at [redacted] option and reference incident number [redacted] .Regards, [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 I have contacted the business on numerous occasions to get this resolvedThey called me time, Dec I returned their call and had to leave a messageThey did not respondI have since called more times and keep getting transferredI was on hold yesterday for minsBeing transfered to different peopleI gave my account number as requested Regards, [redacted]

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the problem he encountered regarding receiving unsolicited phone calls 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 contacted the appropriate department within CVS and placed Mr [redacted] ’s phone number on our Do Not Call listIf 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 provide clarification regarding Mr***'s inquiryAt 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.While we understand Mr [redacted] is in disagreement with the earlier response provided to him by our Customer Relations staff members we have been able to verify that our point of sale system applied his coupons appropriately and in accordance with our established coupon policy As Mr [redacted] has previously mentioned CVS does reserve the right to process coupons in any order, while we regret he finds this response unacceptable it would be in keeping with our previously articulated policies.If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at 1- [redacted] (1- [redacted] ) and refer to incident number [redacted] .Thank you, [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 problem she encountered with the billing of her daughter’s prescription 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 Billing Specialist, [redacted] has investigated and addressed Ms [redacted] ’s concerns Mr [redacted] has left another voicemail for Ms [redacted] with the details of her reimbursement for her daughter’s prescriptionMr [redacted] left his direct contact information for Ms [redacted] to contact him directly if she had any further questions or concernsIf we can be of further assistance we invite Ms [redacted] to contact Customer Relations at 800-SHOP-CVS (800-746-7287) 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] [I don't know what coupon you are referring to (I have earned many) but I have never received one for this specific product Regards, [redacted] ***

On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for her experience at her local CVS/pharmacy in [redacted] , VAAt 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 Pharmacy Supervisor, [redacted] , has investigated and addressed this matter with pharmacy staffMr [redacted] has spoken with Ms [redacted] to apologize for her experience and assure that the appropriate steps have been taken 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

May 4, Revdex.com of Eastern MA, ME, RI, & VTDonald Lynch Boulevard, Suite 102Marlborough, MA 01752- 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 memberThis letter is in response to the correspondence we received from your office on April 25, 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 prescriptions to be filled through our mail order pharmacy which were not processed due to a past due balance of $Ms [redacted] contacted our Customer Care team via email on several occasions to inquire on her medicationsMs [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 filingWe 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 daysMs [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 requestedFurthermore, the prescriptions that our pharmacy was not able to be mail back were transferred to a pharmacy of her choiceOn April 28, 2017, our pharmacist transferred the prescriptions with the exception of the prescriptions which are a federally controlled substanceFederal 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 bankruptcyWe 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

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the poor customer service he encountered regarding his 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 outcomeIt is our understanding that our Senior Digital team members have investigated this matter with our team members to identify training opportunities We have been informed that Mr [redacted] has been spoken with by our team members and informed that a credit would be applied to his payment method for the difference he has outlined It has been communicated to us that the customer is satisfied with the resolution providedIf we can be of further assistance we invite Mr [redacted] to contact Customer Relations at 1- [redacted] (1- [redacted] ) and refer to 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] As I have previously stated, I do not care about the canvas, I do not care about the coupon because I won't be using it I want my money back that CVS deducted from my account for a purchase I did not get I did get ONE single voicemail from CVS employee [redacted] and he did not leave any contact information, simply stated that he wanted to help me use my coupon I don't intend to remain a CVS customer, so I don't need help with that I just need my money back.Regards, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] 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] ’s concerns with pharmacist and staff Mr [redacted] spoke with Mr [redacted] apologizing for his pharmacy experience and assuring him steps have been taken to resolve this matter and prevent future occurrences.If we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [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] It is still bad business to not give a customer the points they earned I was CVS's fault for not training their staff correctly As a customer I should not be punished I will make sure to share my experiences with family, friends, co-workers etc Bad business and customer service! There is too much competition, and CVS won't last long if they continue treating customers poorly I would hope that this issue gets passed up the line to management 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 issueWe invite Ms [redacted] to reach out to our Customer Relations Department at [redacted] ( [redacted] and reference incident number [redacted] so we may facilitate communication between her and Mr [redacted] .Thank you,Waldemar