CVS Pharmacy

December 13, 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 health plan for [redacted] , of which Mr [redacted] is a memberThis letter is in response to the correspondence we received from your office on December 5, Thank you for the opportunity to address Mr [redacted] ’s concern as expressed in Complaint ID: [redacted] Upon review of Mr [redacted] ’s complaint we have confirmed the medications in question were filled in good faith once they were received from the prescriberAlthough, the medications shipped with tracking numbers we are unable to fully confirm deliveryDue to this, a credit of $as been issued and Mr [redacted] ’s account has been adjusted to reflect a $balance 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

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 reversedShe has also reached out to our billing department on April 21, and has requested a full reversalIf we can be of further assistance we invite Mr [redacted] to contact Customer Relations at 1-800-SHOP-CVS (800-746-7287) option and refer to incident number [redacted] Thank you, Waldemar

Good Afternoon, We have received confirmation from District Manager [redacted] that he has spoken with Mr [redacted] Mr [redacted] will provide additional coaching to the store staff and provided Mr [redacted] with a gift card as a token of apologyIt is our belief Mr [redacted] is satisfied with the resolution provided.If we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at [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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] It is now five days later and I still don't have the prescription(!) Why would I believe the prescription is there now when I rec'd a text on Monday saying it was ready, and when I went to pick it up on Tuesday I was told no? [redacted]

Tell us why here...On behalf of CVS/pharmacy, I would like to respond to Mr [redacted] ***’s rejection and apologize once again for the experience he 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 actionI reviewed customer purchase and verified response given by CVS Extra Care Representative was correct I also confirmed particular item noted was on sale buy get one 50% off and did not qualify for per cent off discount I called Mr [redacted] and informed him of the results of my investigationMr [redacted] now understands CVS percent off coupon useI have resolved this matter to his satisfactionIf 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 clarify Mr [redacted] 's concerns in the matter he reports at his local CVS Pharmacy At 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 District Manager [redacted] has investigated and addressed this matter with Front Store and Pharmacy staff to identify training opportunities of the store location the customer frequents It is our finding that the rain check Mr [redacted] refers to in his complaint was for a different brand, and price point, of allergy medicine than the one he wished to purchase It has been confirmed with the Store Manager of the location that this was explained to the customer at the time of his original concern It has also been confirmed that Mr***' has made multiple attempts to reach the customer, without reciprocation, once we had confirmed the customers correct contact information on file.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]

On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for her experience at her local CVS/pharmacyAt CVS, our goal is to be a trusted partner in our customer’s health careWhen 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 Pharmacy Supervisor, [redacted] , has investigated and addressed this matter with pharmacy staffMs [redacted] has spoken with Ms [redacted] to apologize for her experience and assure Ms [redacted] that 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

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem her son encountered at his 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 the Area Pharmacy Supervisor [redacted] has investigated and addressed this matter with pharmacy staffMs [redacted] has also attempted to contact Ms [redacted] several times without success in order to discuss what occurred Ms [redacted] has left Ms [redacted] a voice message with her direct contact information and is looking forward to hearing back.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]

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] Regards, [redacted] ***

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem she encountered with her CVS.com 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 It is our understanding that Call Center Manager [redacted] has investigated and addressed this matter with staff members Ms [redacted] spoke toMs [redacted] has also shipped Ms [redacted] 's original order, minus a product which is no longer available, at no additional costThe order number is [redacted] .If we can be of further assistance, Ms [redacted] can reach out to our Customer Care Department at 1- [redacted] and chose option 4.Thank you, [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,On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] 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, Ms [redacted] can reach out to our Customer Relations Department at [redacted] ) and reference incident number [redacted]

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,We regret that we have been unable to fully resolve Ms [redacted] ' concern We believe that we have taken appropriate steps to inform the customer on their options to dispute or address the cited return Any further inquiries can be directed to The Retail Equation at [redacted] where a Return Activity Report can be provided.Thank you, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to provide clarification regarding Ms [redacted] 's experience at her local CVS PharmacyAt 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.Upon receiving this concern our office did identify that an item similar to that of the one Ms [redacted] described which was purchased at a nearby location in San Francisco on August 28th under the customer's ExtraCare account When we spoke with the customer we asked if she still had her receipt after her encounter at the store location or could otherwise verify the name of the item or where it was purchased and she was unable to do so While we appreciate that the customer has referenced our coupon policy that states items presented for return without an original receipt may be exchanged, it also states "We reserve the right to limit or refuse any refund or exchangeAll returns or exchanges are subject to a third-party verification process." This was briefly reviewed with Ms [redacted] before seeking further investigation by our Regional Leadership team members.We have been informed that District Manager [redacted] has investigated and addressed this matter with our Front Store staff, the Store Manager, as well our Regional Loss Prevention office Mr [redacted] has determined that due to Loss Prevention concerns a business decision was made at this location to limit returns done without a receipt which was allowed within the coupon policy, the customers experience is being reviewed further for possible alignment by our team members in the region It was confirmed that our store staff members did seek to confirm any identifying information with the customer about the initial transaction to be able to provide an exception and Ms [redacted] was unable to do so at the time We have confirmed that our coupon policy in this store location, and at all our store locations in the area, is prominently displayed.While we will be reviewing this experience with our store team members going forward to identify any training opportunities it is our analysis that proper steps were taken by our team members at the time of the customers experience to assist her within our policies If we can be of further assistance we invite Ms [redacted] to contact Customer Relations at 1-800-SHOP-CVS (1-800-746-7287) 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] Please add your rejection comments below After consulting with my pharmacist, I am quite sure that CVS did not follow proper procedures in using a backup system If there is none in place, that fault lies with CVS, and not a government agency Furthermore, after stating my case on the CVS [redacted] page, an employee by the name of " [redacted] ***" began to harass mePlease see the attached file The actions of CVS and their employees show a willful disregard of customers' needs The matter will not be resolved by a "phone call" Regards, [redacted] ***

Tell us why here On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for the experience she had with receiving CVS Pharmacy Health RewardsAt 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 have investigated Ms [redacted] concerns I spoke with Ms [redacted] and discussed steps she needs to take in store so that I can proceed with research on her Pharmacy Health Rewards I will continue to work with Ms [redacted] to resolve this matter with her 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

May 2, 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 health plan for *** [redacted] ***, of which Ms [redacted] is a memberThis letter is in response to the correspondence we received from your office on April 16, Thank you for the opportunity to address Ms [redacted] ’s concern as expressed in Complaint ID: [redacted] Our records confirm Ms [redacted] contacted our Customer Care team on several occasions to inquire about her medication orderWe verified she called customer care and requested copayment quotes for several medicationsOn January 24, 2017, Ms [redacted] ’s doctor submitted new prescriptions, however; the quantities prescribed were different from the quantities used for the copayment quoteThis caused the difference in cost of her medicationsWhen customer care provided Ms [redacted] with the copayment quotes she was advised that the quoted amounts were not a guarantee of cost or coverage Ms [redacted] contacted customer care upon delivery of her mail order to discuss the quantities of a medication she received Ms [redacted] was expecting a 90-day supply for her medication; in an effort to verify how the medication was prescribed we connected her to our clinical departmentOur clinical department verified the prescription and advised the prescription was filled as prescribed by her physician for a 28-day supplyOur clinical department also suggested that Ms [redacted] communicate with her doctor the day supply she would like to receive on future prescriptionsOn February 3, we received a new prescription written for a 90-day supplyAs a courtesy, we provided a credit in the amount of $for the initial 28-day supply prescription she receivedWe regret we are unable to grant Ms [redacted] ’s request to credit her account for the plan copayments of medications which were filled as requested and utilized Lastly, upon completion of our internal investigation; it has been determined that our customer care team failed to meet our level of expectationsThere was a lack of follow up regarding the letter we received pertaining to her concernFeedback has been provided to each member of the customer care team with whom Ms [redacted] interacted We sincerely apologize for any frustration or inconvenience that Ms [redacted] experiencedWe 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 Ms [redacted] for the problem she encountered with her CVS.com 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 have reviewed Ms [redacted] ' concerns with our CVS.com team and have been advised we reserve the right to refuse to sell products or services if it reasonably appears to us that there is intent to resell such products or servicesThe disclaimer can be found in the "Terms of Use" section on the CVS websiteWe are currently unable to honor Ms [redacted] ' request to reinstate her orderIf we can be of further assistance, Ms [redacted] can reach out to our Customer Relations Department at [redacted] (1- [redacted] ) and reference incident number [redacted] .Thank you, [redacted]

Revdex.com: Thank you, although it is Ms [redacted] 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]