CVS Pharmacy

On behalf of CVS/pharmacy, I would like to apologize to Ms [redacted] for the experience she had 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 We apologize for the miscommunication at store level in regards to the ability of our Customer Relations department to reset expired ExtraBuck couponsIt has always been CVS Pharmacy’s policy to honor all coupons that are within their expiration dateNothing has changed in terms of what coupons are accepted within our coupon policy itself, and our coupon policy prohibits the use of expired couponsYou may visit www.cvs.com/couponpolicy for detailed informationIf we can be of further assistance Ms [redacted] can reach back out to our Customer Relations Department at 800-SHOP-CVS (800-746-7287) option and reference incident number [redacted] Regards,*** Senior Customer Relations Representative

On behalf of CVS/pharmacy, I would like to once again apologize for the frustrating experience Mr [redacted] has had with the ExtraCare card and couponI have confirmed the $ExtraBuck coupon is ready to print at store level and the phone number Mr [redacted] provided is the number that is linked to his ExtraCare account Once the coupon prints it is good for days In addition the duplicate ExtraCare card was requested to be sent on 11/9/delivery time is approximately weeks If we can be of furtherassistance Mr [redacted] can reach out to our Customer Relations Department at [redacted] option 3, Monday-Friday 8AM-7PM ET, and reference incident number [redacted] Regards,

Good AfternoonOn behalf of CVS/pharmacy, I would like to apologize to Mr [redacted] for the negative experience he had 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.We have learned that District Manager [redacted] has been able to review with Mr [redacted] his experience at the store It is our understanding that the Store Manager for this location has addressed the customers concerns and further spoke with our ExtraCare team members to ensure the return was reflected properly Ms [redacted] has taken proper steps to ensure that proper training has been done with our team members to ensure this issue does not occur again If we can be of further assistance, Mr [redacted] can reach out to our Customer Relations Department at 1-800-SHOP-CVS (1-800-746-7287) and reference incident number [redacted] .Thank You, [redacted]

Good Afternoon,At the direction of our regional leadership team members we have been informed that Mr [redacted] has been contacted by the pharmacy team for his location It is our understanding that the customers concern has been reviewed further and that a gift card has been issued for the prescriptions he has received To address any potential technical concerns our team members have also ensured that Mr [redacted] have been provided a refreshed ExtraCare account which has been amended to reflect his proper enrollment in the Pharmacy Health Rewards program Our regional leadership team members are currently in communication with the senior supervisors of the ExtraCare program to ensure proper steps are taken in the future to correctly articulate the Pharmacy Health Rewards program with our customers going forward.It is our understanding that Mr [redacted] is satisfied with the additional efforts made by our staff members in this matter.Thank You, [redacted]

Good Afternoon, Unfortunately, we are unable to provide further assistance regarding this matterAs ***'s has taken responsibility of providing the customer with replacement card, any request for a full refund would need to be discussed with ***'s customer service which can be reached at 1- [redacted] .Thank you, [redacted] r

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] CVSThe 12-extracare bucks was printed out by Pharmacy only after I filled some prescriptions I received ZERO emails about it only the ones I sent to you were emailed and I did NOT print any of them as I couldn’t, so this is information you have statedThe emails I received I could not download either of them, so they have NOT been used since I could not download them or print them either oneYou stated they were reminders, yet [redacted] said they were expired emails that you send out and are expired when you send them out! So again what you are saying is contradicting your other agents also the email I received from one of your agents stated that they could reload the one from 12-if I wanted them too and [redacted] had stated that that email was a lie also this is why I went to the Revdex.com with this due to her telling me thisSo if you could reload the ectracare bucks from 12-if I told you to yet I never told you to then how did I get another one at the pharmacy on 12-27? Explain this to me now since you say I printed this one out of which I did not I only got it “AFTER” filling the prescriptions not before and I had filled some prior to that date and after 12-but got no ectracare bucksAgain this shows that the info you stated is since I could not print any extracare bucks out before 12- Regards, [redacted]

Good Afternoon, We were unable to locate the phone number Mr [redacted] provided in our systemWe 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]

September 23, Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and VermontDonald Lynch Boulevard, Suite 102Marlborough, MA 01752- Complaint # [redacted] To whom it may concern, CVS Caremark administers the prescription benefits portion of the CarMax health plan, of which Ms [redacted] is a memberThis letter is in response to the correspondence we received from your office on September 21, Thank you for the opportunity to address Ms [redacted] concerns regarding her concern as expressed in Complaint # [redacted] .Upon review of your concern, CVS Caremark has confirmed that Pharmacy Supervisor [redacted] has contacted Ms***An apology for her experience was provided, as well as an explanation regarding our auditing process at the local retail pharmacyMs [redacted] was informed that if the local retail pharmacy had dispensed an additional box of medication, it would have put her over the 90-day supply threshold which is not allowed by the prescription benefit planTherefore, the retail pharmacist directed her to fill her prescription through mail order, which may have accommodated her dispensed quantity and 90-day supplyOnce the prescription was received through mail order, the medication was dispensed and shipped out on September 11, 2016; the medication was delivered on September 13, The retail pharmacy will reach out to the prescribing physician’s office and obtain a new prescription for the next fillThe pharmacist on staff has confirmed how they will accommodate the 90-day supply for future fills 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 [redacted] Sincerely, [redacted] Member Advocate

Good Afternoon,As previously mentioned some coupons may not be applicable to orders placed on CVS.com, within our coupon policy ExtraBucks are considered coupons and under similar limitations We are aware that our store locations, and corporate offices, have at times applied their discretion in accepting CVS Pharmacy coupons past their expiration dates In order to provide a consistent experience to our customers in the future we are unable to provide any further exceptions regarding expired coupons per CVS Pharmacy policy We regret we have been unable to fully satisfy Mr [redacted] ’s concerns but we will take his feedback under consideration.Thank You, [redacted] ***

Good Afternoon, On behalf of CVS Pharmacy, I would like to apologize to Ms [redacted] for the problem with the Green Dot pre-paid card that was purchased at 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 As the sale of Green Dot cards is only a service that CVS provides, we are not able issue a refund directlyMs [redacted] would need to contact Green Dot 1- [redacted] , as the funds are with them, in order to receive a cash refund.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:Why is this still on my web page when I have purchased the item?Please advise how do I unlock this offer 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 Morning,We regret that we have been unable to fully resolve Ms [redacted] 's concern We believe that all reasonable efforts have been made to provide assistance and a satisfactory outcome.We welcome Ms [redacted] to contact out Customer Relations team members at 1- [redacted] ( [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 provide clarification regarding Ms***' 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.From a review of the customers previous outreach to our Customer Relations team members it is our understanding that the customers concerns have been appropriately addressed and investigated prior to her outreach to the Revdex.com Our team members have provided the customer the correct compensation in regards a coupon not immediately populating on her ExtraCare account after installing the CVS application to her mobile device We have sought to contact the customer to clarify her concerns without receiving reciprocation Based on our findings we have found no other basis for further compensation.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] .Thank you, [redacted]

On behalf of CVS/pharmacy, I would like to apologize to [redacted] for his experience with CVS and our customer service 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 I have spoken to Mr [redacted] to apologize for the experience he had when using the coupon at his local CVS and when contacting our customer service departmentWe have reviewed and provided the proper training and coaching to the appropriate agent in regards to Mr [redacted] ’s expressed concerns In addition a replacement of the $ExtraBuck coupon has been submitted and will be ready for Mr [redacted] at store level within hours, a $CVS gift card will be mailed to Mr [redacted] as well for his inconvenienceIf we can be of further assistance Mr [redacted] can reach out to our Customer Relations Department at [redacted] option and reference incident number [redacted] Regards,***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] The coupon which was offered as an apology for the business's error is incomparable to the original order placed with the businessThe original order should be fulfilled, as this error was in no way a fault on the consumer's endThis error was solely the responsibility of the businessI wish to receive the items on my order confirmation at the price stated on my order confirmation, and will sacrifice the delay for the receipt of the items purchasedI appreciate your immediate attention to this matter and fulfillment of my order: [redacted] 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] Additional information was requested to support resolution of this complaint The additional information is included below.Member ID number: [redacted] **Medication in question (Prescription): [redacted] Regards, [redacted]

Good Afternoon,On behalf of CVS Pharmacy, I would like to apologize to Mr [redacted] for the poor customer service he encountered at his local CVS PharmacyAt 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 Pharmacy Supervisor [redacted] has investigated and addressed this matter with the Pharmacy staff, including the Pharmacy Manager We have been informed that our staff pharmacist was seeking to proactively assist our customers regarding annual vaccinations, it has been confirmed that training opportunities have been identified to help our staff member do so in a more conscientious manner in the future We have also been informed that this concern has been reviewed with Mr [redacted] by Mr [redacted] and that the customer is satisfied with the efforts made to address and resolve his experienceIf we can be of further assistance we invite Mr [redacted] to contact Customer Relations at [redacted] (1- [redacted] ) and refer to incident number [redacted] .Thank you, Benjamin

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 purchaseYet CVS has taken zero responsibility for itI have requested a REFUND, not a mere replacement in cardsWhat a FRAUDULENT company! Regards, [redacted] ***

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