CVS Caremark Reviews

When I have done this in the past, it has taken them 14 or 15 days to get a prescription from their Texas location to me in Colorado. They give it to their contract carrier who takes more than a week to get it to Denver where they turn it over to the United States Postal Service, and I receive it the next day. It has been this way even when I pay for Express Delivery! Did you see where I'm a retired, life-long Letter Carrier! And when I ask if a Huge, Nation Wide Company like theirs has an automatic system where they could just send me this small package once every three months, what is their answer? "I'm Sorry, but we can't provide that SERVICE!" If I could afford it I would drop them completely!!!

This now brings us to Thursday. It wasn't until Friday that they decided to try to contact the doctors office, which is closed on Fridays, and never once tried to contact me. I even sent in a letter asking that if there are any problems to please call me. Do you know what they told me about that letter? DO NOT SEND ANY LETTERS OR CORRESPONDENCE WITH THE PRESCRIPTIONS AS THEY ARE NOT READ OR KEPT ON FILE. Seriously? So on Monday, the doctors office gets back in touch with them. This jacked up company still didn't mail anything out until Wednesday. So, needless to say, my husband had ended up in the ER over that weekend due to not having his medications. We were willing to give it one more chance on month #2, this month.

We mailed out the Rxs over night on Tuesday. They received them 10am on Wednesday. They still did nothing with them until Thursday and guess what? They had an issue but never called to tell us that they did. We informed them that the doctors office is closed on Fridays and that they need to do something about getting prescriptions filled in a more timely manner. So here it is Monday of the following week. Husband was back in the ER over the weekend and we still have no medications. We are NEVER dealing with this "company" again. We would rather pay out of pocket for his medications and know we will get them in a 2 day turn around time than deal with medical bills incurred because of Caremark's incompetence.

Before I close, I do want to say this as well. When I had called to complain about all of this going on last month, one of the 7 different supervisors that I spoke with told me that they are not allowed to call into the other departments because they might be busy and that all interaction between different departments is done through email. What the hell kind of a "business" does that? They truly don't talk to each other but they ** email!!!!!!

This was the beginning of December, it is now the middle of March and they have supposedly sent me 2 mail tag returns - nothing received. I suggested that they just sent me a UPS overnight bag and I would return it - they finally did. Oh here is the really fun part - they will not ship me any of the meds I want, need and have paid for until this past due - again their fault - is paid in full. I have filed a complaint with Medicare and was told they closed the case as I wouldn't return any phone messages. REALLY????

So I can't get my meds that I need because they shipped me something I didn't order nor did I want nor will I pay for. I did return the meds to them and they are tracking them down to make sure I returned them - DUH, proof of delivery slip shows who, where and when. I don't hate much in life but these "people" at Caremark should change name to CareLess. If anyone is getting an attorney and wants to file a class action lawsuit please let me know I have a 7 inch file folder of their screw ups.

I have two very serious health conditions for which there is no cure, that require treatment (including medication) not only from my primary physician, but specialists as well. In May of 2014 I had an accident in which I suffered a back injury that includes two torn discs. At the time of the accident, my primary physician was not available, and I saw an alternate physician, who prescribed medication and treatment, and instructed that I follow up with my primary physician once he was available. I used the medication as prescribed, and did follow up with my primary, which ordered x-rays and prescribed additional medication and treatment. I also saw a provider for therapy, hoping to avoid medication & additional treatment.

My symptoms became worse, to the point that I could not walk without dragging my left leg, and there were times when my left leg gave way completely when I tried to walk, which caused me to suffer multiple falls. I contacted the office of my primary, which was out of the country. I was referred to another physician for care until my primary returned. During this time, I had additional x-rays and an MRI which revealed the two torn discs.

Finally after more medication and treatment which didn't resolve the back issue, my primary referred me to an Orthopedic. The Orthopedic did additional x-rays and ordered a procedure to be done in the hospital, which did not work. I was then referred to a highly specialized Neurosurgeon who reviewed my x-rays, MRI results and previous treatments & medications. He then recommended a course of treatment which included three procedures done in-hospital by an associate of his who is a Neurospine Specialist, a Diplomat of the American Academy of Pain Medicine, member of the American Society of Anesthesiologists, the American Society of Interventional Pain Physicians, and the International Spine Intervention Society.

In addition to the physicians treating my back injury, obviously I have kept in touch with my primary, and have required treatment from the specialists treating the diseases I deal with that are not related to my back. Toward the end of 2014, I received notification from CVS Caremark that they had concerns that I was seeing more than one physician, more than one physician was prescribing medication for me, and I had used more than one drug store. (Duh!!!) CVS Caremark threatened to restrict my prescription drug coverage, strongly insisted that I must see only ONE physician, and notified me that they would be sending a letter to each physician who had prescribed medication for me.

Since 1-1-15, I have seen my primary and one of the specialists who treats an on-going serious health condition, and have re-filled routine prescriptions treating the above-described issues. In February, I saw my primary, and he and I discussed the CVS Caremark threats. In my medical records, he has the information regarding which physicians I either see on a regular basis, or have seen during the past couple of years, as well as medications prescribed.

On 3/9/2015, I received an even stronger threat from CVS Caremark regarding the number of physicians whom I have seen and that have prescribed medication, and the fact that I have used more than one drug store, and informing me that CVS Caremark was sharing this letter with any and all physicians who had treated me and WOULD restrict my ability to fill prescriptions to one drug store. Note: NONE of the letters from CVS Caremark had a telephone number to which I could direct inquiries.

At this point, I contacted CVS Caremark Customer Service through the telephone number listed on the back of my prescription drug card. The person that I reached at CVS Caremark Customer Service treated me with respect, listened to what I had to say as I explained my entire health situation, how I had been referred from one physician to another for the back injury issues, the fact that some of these physicians are not in my home town, and that I get prescriptions filled in the cities where those physicians are located. I requested that CVS Caremark contact my primary physician to verify my health situation and information, and that they cease sending me threatening letters, as well as letters to every physician who has prescribed medication for me. She was not able to answer my questions in full, and referred my "case" to the "CVS Caremark Resolution Team."

I received a call back within 24 hours from the CVS Caremark Resolution representative who basically told me that because I had seen multiple physicians who prescribed medication and I had used at least 3 different pharmacies in the last three months, I have been placed on a list called "Enhanced Safety & Moderating Solutions" which is their "watch-list". I went through my medical history AGAIN with this person, explaining what diseases I have, who treats them and how they are treated, the accident in which I suffered the back injury and detailing of the back injury is as well as the treatment methods used, procedures performed, medications prescribed, and that my primary is aware of all of this information.

She took very strong issue with the fact that I have had to see multiple doctors (again, Duh!!!) and used more than one drug store. In addition, one of the medications that I take for a particularly painful serious health issue apparently is either in short supply, or is not used by a large number of patients. When I went to my local CVS Caremark to get that prescription filled, they did not have the medication in stock, and it was going to be several days before they could get it.

They suggested that I try another drug store, which I did, and was fortunate that Walgreens had a few of the capsules in stock, but not enough to fill the entire prescription. The Walgreens pharmacist was kind enough to call around until she located another drug store in town that did have the medication in stock, and I was able to get the prescription filled at Rite-Aid. I was told by the CVS Caremark Resolution Team representative that in no case is it acceptable to visit three pharmacies in two days, no matter what the reason is.

Further, the CVS Caremark Resolution Team representative told me that I would continue to receive letters, and so will each of my treating physicians, every time I get a prescription filled or a new prescription issued. She told me that I am on their list and that there is no way that I can opt-out of the list, request to be removed from the list, nor is there anything I can do to stop them sending these letters to me, nor to my prescribing physicians. I asked to discuss the situation with someone else within CVS Caremark and she refused. I asked for a telephone number to contact someone else within CVS Caremark and she refused.

I then asked if this was a CVS Caremark policy or a 3M policy. 3M is self-insured and therefore they pay the costs associated with health care, including prescriptions, but contract with a company such as Blue-Cross Blue-Shield and CVS Caremark to administer the medical and prescription coverage plans. She told me this is a policy, period. I again asked specifically if this is 3Ms policy, and was told that 3M allows CVS Caremark leeway to use this policy that is also used by other companies in the US. I made an additional (third) request for a telephone number of someone else within CVS Caremark that I could speak with, and was again refused.

I ended the communication with CVS Caremark by telling her that I am specifically telling CVS Caremark NOT to continue sending these threatening letters to me and to my physicians, that I would make not only my primary care physician, but all of my treating physicians, aware of these conversations and issues, and that I intend to take up this matter with 3M. I was told that if I wanted to contact 3M, CVS Caremark could not prevent me from doing so. Then she had the nerve to thank me for using CVS Caremark???

Caremark are extortionist, who hold our lives in their hands. I've even had Caremark prescribe my meds instead of the doctor at times, by making the doctor change medication. What do we need doctors for anymore if Caremark is approving and prescribing our medications?! The representatives have no empathy and speak as if I'm asking for candy. What part of life saving medication you don't understand? I'm not asking for Botox. Caremark, your new doctor.

I went back to my Dr who wrote a script for ** ONLY NO GENERIC. CVS Caremark failed to cover it because a generic is available. My Dr then wrote a letter stating why I need to have ** and NOT the generic. Again, it was not accepted. CVS Caremark says I must try the generic for 90 days before they will even consider covering it.. I really pray that I will not end up committing suicide while they play these games. ** worked for me. The generic almost caused me to end my life. I really hate CVS Caremark and hope my employer will drop them next year!

After 5 days I called to find out what was going on. The person on the phone could not even find the order in his computer. I had to give him all of the Rx and order numbers from what I was seeing. When he found them, he had no idea what was wrong or why they were being held up. I hung up and called the doctor to see if they had heard from them. It's a small office and we know the person who handles the orders so when she said she never heard from them, I believed her. We were due to see the doctor in 3 days so I said, "Let's see what happens then." Magically, the scripts were shipped later in the day of the phone call. Ok, may it was growing pains.

Now for the second issue. My doctor sent in a script and it appeared on the website as the brand name drug and not the generic version which he ordered. I emailed and asked if that was an error and they said that it wasn't and that the doctor requested the name branded drug. I then requested a refill with the generic version and the next day it appeared as denied by the provider. Next I called the doctor again to ask for the generic version and he said that it was sent in that way but that they would send it in again. So now we're on the third request for a simple, uncomplicated medication and Caremark doesn't seem able to fulfill it. I'm still waiting but I have to say that these issues with our first two order is really poor service. I'm ready to move all our prescriptions to another pharmacy and kiss our long standing relationship with CVS goodbye!

They now tell me -- no, I cannot use Amber Pharmacy and have to use their site. They now have denied both pharmacies for my anti-rejection meds, They say the dr needs to call, which he already has, because I have access to my chart. They said now my drugs will cost $100 per med. I said I have never had pay more than $20 at my current pharmacy. Then as of today they said the dr will have to call because all they can run through is generic and on and on...

The red tape is ridiculous and tells me that they do not have an understanding of their own business and I am to trust them with my "life drugs" -- now I will be out of my meds in two days and with no answer from Caremark. This type of business is unacceptable and I encourage those who have a problem to turn in a formal complaint with both your employer and caremark. Still no answers...then take it to the insurance commissioner. This is the most bogus organization I have dealt with regarding such important life-threatening drugs.

Then Walgreens a "follow" grapped my money and kept it. The price should have been 10.00 on Jan 2, 2015 and I had to secretly put on my husband’s HR department as they said I didn't know what I was talking about. Obvious I did, because, he jumped into the congregation and asked why they were overcharging? Now greedy Walgreens has taken the 71.54 out of our FSA card and we are supposed to wait until they decide to give us our money back and for us to mail back to FSA. They are doing this to quite a few people. I don't work, so I have the time to stay on top of this mess.

It was not their "error" per them. They got it, filled it, and yea- a call came automated of course-saying we got a new order in. Well my dr knew I needed all new refills on file for my maintenance meds so I assumed the dr had sent them there to be kept on file for when I wanted to order. Wrong. Here is how it works: they DO NOT verify if you are still taking the medication or not. You will hear no one ask you if you NEED the medications or want them placed on file. No one will ask if it is ok to charge your credit card.

Here is what happened to me: someone from my drs office sent in a prescription for a med I quit taking over a year ago. They filled it, charged my card 105.00 and sent it. So it was quote "the drs mistake." You are stuck with the med and no, you do not get your money back. Your bank account was over drafted? Gee that's too Bad. My advice to you dear reader-DO NOT put a credit card on file with them. Not that it matters. They'll just send a bill and turn you over to collections if you don't pay. Where is AARP or congress or all of the People who claim to be watching over elderly patients when we need them?

CVS said the problem was the way the DR wrote the script. Really! The script he wrote was for three months but CVS decided I should only get one month @$100/ month. The customer service rep said she would send the order in for review and see if CVS would send the other two months of medication to me and not charge me the $100 per month.

I have been using my employer prescription service for almost 20 years and have never had this much trouble with a pharmacy. It makes me think CVS hopes if they through enough road blocks I will give up and take a medication they want me to take (Cheaper Generic) that will not do the job. How can a pharmacy know what medication is best for a person?

Original Review: Jan. 31, 2015

I arthritis in both hands and have had surgery on both in 2014. My Dr. gave me a new anti-inflammatory to try. I had been giving another prescription and it did not work so my Dr said this was a new type of anti-inflammatory and see if would work. This was in 2014. After trying the drug for a couple of weeks I was feeling less pain and asked my Dr for a 3 month prescription with Caremark, which was my Cal-Pers prescription insurer.

I sent the order in on January 2015. And waited. I saw on my online order status that the prescription was on hold waiting for my Dr to give a reason why I needed this drug because it was not a generic and after 1/12015 any new non-generic drug needed pre-approval unless I had tried another generic anti-inflammatory in the past year or I had been prescribed this drug before 1/2015. I had both of these options done in 2014, so I was confused why they were not filling my prescription.

I called my Dr and they said they had sent in an explanation of why I needed this drug (it worked). I called Caremark and was told they had not received anything from my Dr. I told them that he had sent in the requested information over a week ago. They faxed it. I also asked why I was not grandfathered in because of my previous years use of this drug and also my use of a generic that did not work. I told the representative that I was out of the drug and really would like to have it filled.

As I was talking to her she all of the sudden said she would fill it and mail it out. She said that it had been approved. This was two weeks after I sent the order in. A couple of days later I received two letters from CareMark. One said my prescription had been denied and another letter dated the same day saying it was approved. I think CareMark would do anything to save a few dollars than to do the right thing in the first place and fill my prescription. As of today 1/31/2015, I have not received my prescription. This has been going on for three weeks.

They had our contact information incorrect and our son's birth date incorrect. That does not leave much confidence in them getting the RX correct. They say you can speak to a pharmacist, but the pharmacy is not open late nor on weekends. For patients who MUST have their medications this place does not instill much trust that they have your best interest at heart. Would never use this company if I could afford to get medication without the insurance benefit.

Fortunately I am a doctor in a large metropolitan area and our hospital has a six-day supply on the shelf that I will pay cash for until they can order more. I cannot rely on CVS Caremark to supply me with my son's seizure medication. What do all other non-physician Americans do when the pharmacy does not send them their medication? Do they have heart attacks, seizures....? CVS should be liable for medical malpractice and delay of patient care. This is outrageous incompetency.

We call. No one knows any thing about them, nor my daughter. So we call Caremark. They have no info. I tell them. She now had only 2 days left of MEDS. They take the info and say, "Go to the pharmacy and pick them up." I go there and guess what? They know NOTHING ABOUT THEM. So the pharmacist calls them. They say, "Give her 2 days of MEDS and we will get them to you." Do since they have her med bottle with the script on it. They give her 2 days so we call 2 days later and no MEDS. No nothing. Call Caremark. 3 supervisors later we they say she's never been put in the system so I give them all her info from her med card. They then say, “We need her prescription.” I said, “It's at the pharmacy.” “We need it.” I said, “You could have told me this.” Then they said, "It would take a few days to get it processed." I said, “But she had NO anti rejection MEDS.”

Bottom line after 10 days, 9 phone calls, and 4 incompetent supervisors, we still had no Anti rejection MEDS and I went to get original prescription and went back to Walgreen to pay full price until this is corrected. And CVS WOULDN’T EVEN FILL IT IF I OFFERED TO PAY FOR THE MEDS OUT RIGHT. Bottom line is, this is the most ridiculous run company I have ever dealt with.

How does a Drug Company know more about my health than my DR. I am 60 years old, they just want me to have issues and die. Medco was a GREAT Company to deal with, quick response to questions. I guess my Attorney will have to deal with CVS.

Now tomorrow I have to go to the dr. because I am now out of the medication and they said they need a new Rx sent because there are no refills for this medication. What happened to the original Rx? I will get a new Rx but I will get it filled at a local pharmacy. I will never use them again, praying I am not forced to liked some people are.

So I have kidney disease and being without is very dangerous for me and all I hear is "oh I am so sorry ma'am". So this company does not know how to handle problems and cannot ever talk to a supervisor - she is always busy and been on phone today for 90 minutes and still nothing. So far not happy with this company, never had this before with another mail order pharmacy - not happy doing business with them.

I called back a second time as they 'could not remove the hold' and I insisted on discussing the issue with someone in authority/supervisor. I was put on hold and after 15 minutes the phone rep explained I was contact my insurance company. Again, I demanded (calmly) to speak with a supervisor and I was put on hold again and hung up after 15 minutes. I contacted my insurance company and they (HealthNet) were at a loss for an answer. So, my meds are on hold as I type this which is frustrating. I contacted my employer, which is one of the largest employers in CA and their benefits office person reports they are have received 'many complaints' involving CVS Caremark pharmacy.

This just frustrating as no one has an answer and CVS Caremark does not know why my account is on hold, which means nothing may be shipped. After two hours of being on the phone with CVS, HealthNet and my employer I decided to give it a rest and will call back CVS tomorrow. Apparently, CVS is inept and has the worst customer service. Unfortunately, CVS holds the contract with my employer and as far as I know do not have another option.

We were then told my medication would be arriving by December 31. This more than 16 days since we mailed it (overnight). I call today since it didn't come in the mail and I am told it is still being processed! What a joke! At least this time the gentlemen on the phone is very nice. He speaks to someone who tells them to email the department that has it as "processing" to expedite it. I speak to a supervisor and she makes me feel like it's no big deal. There's nothing she can do but she has waived our overnight fee. Really???? That still doesn't let me know when my medication will be filled and shipped!!!!! She tells me there's nothing else she can do. I ask if I can receive it within a few days? Weeks? Months? She tells me she doesn't know. I get connected to someone else and he starts looking into it. Put me on hold and come to find out it's now on hold because they were waiting for my husbands script to fill..... HELLO!! We told you last week to mail out without his so that this wouldn't happen!!

After the 2 hour drive to get the Xolair shot I was told Caremark denied the Xolair. My Dr filed numerous appeals all ending in denial. I cannot buy xmas presents for my family this year because I need Xolair and my prescription was denied by Caremark with no valid reason. I will live with painful sores, severe itching, nausea, do able to go outside, or wear any clothes with elastic or become diabetic because Caremark will not approve the only medication that will help me.

Business must be good. Blaming the customer for your mistake, billing the customer for your mistake, billing the insurance for your mistake. Oh wait... isn't that FRAUD? Seems to me that the government who used to protect the consumer for predatory practices like this is only enabling them. Not only is it bad business, it’s a bad precedence for others to follow. Shame on you Caremark for crippling future customers and companies. Bravo.

I am going lose all my prescriptions and health insurance for 6 months from Caremark. I want to know I cannot submit my hospitalization bills from other country to USA insurance but my meds which I been taking for 45 years she don't even give them to me. I would like to know why this lady working in a medicine's place and playing games with patients meds with her harassment. So if I leave the country I can't get my medicines which my husband's work place takes money for heath insurance and for meds from his pay every month past 49 years. If this Caremark play these games with people's medicines with playing god, somebody definitely take them out.

Of course, I have not yet received the return authorization from CVS so I cannot return it. In a rage I called CVS yet again. I got a supervisor who told me that they had given me a credit back in October, the day I made the first call to them. The credit cut my cost to what it would be for the correct dosage. I was never told of this; the explanation was that only if a credit request is denied are you told about it. As mine was approved I received no notification.

Ridiculous, isn't it. I was also informed that I will have to reinstate my auto refill of Bystolic 20mg some time in early 2015 as it was removed due to it being unavailable from the manufacturer. Bystolic 10mg auto-refill was not substituted. So I am mostly satisfied with the resolution. The issue will bubble up again in early 2015 when I need a refill.

Original Review: Oct. 18, 2014

The other day I got my refill for blood pressure from Caremark. There was a letter in the package which said that the regular dose was not available, it was on manufacturer back order. So they called my doctor, who substituted a smaller dose. I received the same total amount of medications, 90 days worth. I just have to take more pills as the dosage per pill is smaller. OK, so far so good. I look at the bill, NOW GET THIS.... the cost has doubled. I called Caremark and told them that this was unacceptable, that I would not pay double for what I saw as their mistake. I would pay them what I paid in July.

I was put on hold while a resolution specialist was contacted. A bit later she gets back on and asks me if I wanted to send the meds back and go to a CVS store instead. I said that that was a possibility. On hold again. After a bit she comes back on and says the senior resolution specialist said they would try and get me a credit, would that be acceptable. I said no. I told her that sounded like they want me to pay in full and maybe, just maybe, I'd get a credit. I told her this is unacceptable.

I then told them that CVS is a big corporation, my suggestion is that they just eat the cost increase. The fact that they did not have the proper dosage is not my issue and I would not pay the increased cost. She asks me for my phone number. I gave her my cell. Now the account manager is going to work on this and call me back. Several days later, no word from CVS. I'm going to send the pills back if I do not hear back very soon.

I thought for sure since they are ONLY DISTRIBUTORS and NOT DOCTORS that an appeals process should be easy as pie. FORGET IT! They do not even have an appeals form, direct call line or anybody who actually knows what they are talking about. Since being FORCED to use them, the co-pays have gone up, the deductible has increased and the cost of ALL the medications have gone through the roof. I WILL JOIN ANY CLASS ACTION LAWSUIT AGAINST THIS SCAM OF A COMPANY!

So spent another significant amount of time speaking to someone again and setting it all up again. Told them specifically that I couldn't take one of the meds by a particular manufacturer. That's exactly the one I got in the mail. When I called Caremark they said it wasn't in their system. I said it wasn't my fault that they didn't enter it in their system. It wasn't on the prescription they said so there was nothing they could do about it and they wouldn't allow me to return it either. So I can't return three months of medication that I can't take and can't get a refund.

Called my healthcare provider who said they called Caremark and told them to reissue the prescription and there should be no charge. I called Caremark to confirm, two weeks ago. Was told yes, it's all set and there will be no charge and the prescription is on its way. Two weeks later, still no prescription. Called Caremark this morning. No record of that conversation ever having taken place. Had to start all over explaining. Was told I had to submit a new prescription. No refund can be issued for the one they screwed up on and would take no responsibility for screwing up. Told them I would never use them again, will get my meds in Canada if I have to.

Ended up calling a manufacturer directly and am getting a brand name, which my insurance doesn't cover, for $50/month (or I could get it for $1,000/month through Caremark - haha). The manufacturer said they will call the doctor and if they can get the prescription by 3 today (which the doctor’s office said they could do) they will send it expedited shipping so I can get it within a couple days as I now have only two pills left. How is it that insurers still use them with all the problems people have with them, based upon what I read on this site?

I've asked and talked to supervisors all the way up to the office of the President. I get the same answer from the supervisors that they are sorry for the confusion. I never heard from the office of the President not a call or email which I think is unforgivable. How do we get any help with the issues if even the President will not even act on problems. He must live in a cave and does not deal with reality or just puts his head in the sand. If the information on their computers is entered correctly then why is it every time you talk to an agent the information is different, why is that? I've asked if you have a problem please call me, email me but don't just let it sit in the (Q). If there is a problem how are we the customers to know, then the order just sits and goes nowhere. Who do we call for HELP?!!!!!

Another woman I talked to said the payment had been applied to my account but then removed. I think they are trying not to fill my RX because of the cost. I am down to a five day supply and do not know what to do anymore. I agree if there is a class action suit I want to be part of it.

On their website they claim at CVS Caremark, "We work hard to make sure your prescription benefits work for you. We want you to stay healthy." I generally take generics except for one and the generic does not work for me. They claim they are exactly the same but they are not. Generics are allowed a 10% variance in the active ingredient. The doctor in this case wrote the prescription and wrote dispense name brand only. Those lying scum bags called the doctor behind my back after I wrote on the mail-order form that I would not accept generic and told the doctor that my insurance would not pay for name brand. That took me three weeks for me to get that straighten out and it was not because of the insurance company or the doctor.

Now the wonderful care that CVS Caremark goes on. I mailed in a prescription for an important medication that you are not supposed to skip taking. They claim there was a billing issue so they CANCELED the prescription. Yes I said CANCELLED. Not a phone call or anything. I went to their website to check on the status to find out this information. So, I called them yesterday 7/30/2014, got the billing issue /mistake straightened out and they said they would process the new prescription and send it out ASAP. After looking at their website today nothing had changed. So I called again and they said they had mailed the prescription back to me so there is no prescription to process. I have not received it and I am out of the medication.

Does these actions look like they want you to stay healthy? I have to go here due to my Blue Cross insurance requires me to go through them. I will be looking to change insurance. Meanwhile I have to take off of work, go back to the doctor and get a new prescription and wait three weeks before I can start taking it again. That is how long it take to get a prescription processed through them. It is no wonder that CVS Caremark is not BBB Accredited.

In the meantime my 80mg had run out although it remained authorized for me so my doctor wrote a new 80mg prescription to keep me supplied. It was written as a bridge (doubled 80 = 160) and filled by CVSCM. Weeks later the PA for the 160mg was finally received/approved at CVSCM. No one from CVSCM called to notify or alert the ordeal had finally been resolved. I just happened to make one of my many follow up calls. You'd think good news your troubles are over, nope not true. CVSCM shipped and I received a 90 day 80mg prescription not the 160 we'd worked so hard to get PA for. Another call with a service rep and a pharmacy tech resulted in CVSCM acknowledging an ERROR and they refunded 1/2 my copay on the delivery.

The follow-up action was documented in their system to fill the correct 160mg prescription and ship overnight. Today (a week later) that delivery arrived and guess what, a SECOND ERROR 80mg delivery. I just got off the phone (41 minutes) with a service supervisor and an actual pharmacist. The pharmacist searched the task ID's records that note CVSCM called my doctor office and talked to someone named Jeffrey (me) and Jeffrey changed my med back to 80mg? Where did that come from, I have no idea? I don't believe there's anyone named Jeffery at my doctors office and if he does work there can he change my meds without the doctors telling me?

CVSCM follow-up action tonight is to pull the recorded conversation with Jeffrey and check for errors. They're to call me back and acknowledge the error, refund/return the latest 80mg delivery and ship the correct 160 prescription OR find no fault and just allow me to return the wrong prescription. This process has taken months to try and fill a simple request. Is there any advocate or third party to remediate? I've attempted to remain professional and courteous with them throughout the ordeal.

Key takeaways, a long automated voice computer system request you to identify yourself with your ID, birthday, phone number etc. When you do get to a live person you have to verbally ID the same info again. You never talk to the same person twice; you only receive a task ID that carries no responsibility for the person that assigned it. For escalated trouble cases there's no level two phone to bypass the main. Customers have to start at level one and rehash the entire story from A-Z which has literally taken months.

I'm 55 and work 50 hours a week as I have all my life. I have learned how to "play the game" with big business and the computer world. I pray that our senior citizens have as well. If they haven't their BP is going to be 190/100. I normally work through business related issues but CVS has pushed me beyond the norm. I'm sorry to report in my case they have dropped the ball multiple times and have serious issues resolving my case.

I will now tell you about what I went through to get a prescription that I had never, not once had problems with. The prescription is for a certain pain patch and they are prescribed for chronic bone pain associated with osteonecrosis (meaning literally dead bone, which is what it is) and this condition is very painful and has recently been getting worse. The dose is for 125 micrograms of medicine to be released through skin patches 25 mcg/hr for 72 hours and 100 mcg/hr, for 72 hours, respectively. (The patches only come in certain sizes, in this case 25 mcg/hr and 100 mcg/hr)

The total count of all the patches combined was 30. The math to figure out the exact dosage is very simple. If the patches are to be applied every 72 hours, or 3 days, then a 30 days supply of doses would last 90 days. Easy simple math that any pharmacist should be able to do. And truly I've had no other problems with any other mail order pharmacy. But CVS Caremark seemed to have trouble figuring out the dosage of my medications. And then it took two whole months for me to finally get my prescriptions in the mail, three months after I originally sent it in in the first place. So this time around after seeing my doctor, I mistakenly thought that things would go a little smoother, but I couldn't have been more wrong.

This time after sending in my prescriptions I got a pre-recorded message telling me to get in contact with CVS Caremark. When I did so it was to find out that somehow my prescription for a certain painkiller had somehow been marked "brand name only", and the representative wanted to know if I could afford the over thousand dollar co-pay, which of course I could not! This was perplexing because my doctor had NEVER marked it that way before. He knows that I cannot afford brand name drugs. This in itself makes me wonder how honest they are being.

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I have been calling up various individuals within CVS Caremark, but I have been given the runaround. Not only do I plan on writing a letter of complaint to Larry J. Merlo, the CEO of CVS Caremark, I also plan on discussing the incompetence of this company with my company's benefits coordinator. Hopefully, when enough people in my company start complaining about the incompetence and unresponsive customer service of CVS Caremark, our company will drop them and look elsewhere for their employees' prescription fulfillment needs.

So today, I spent an hour on the phone with them! I felt like I basically had to do their job for them. I was like, well, you can't ship me another prescription because I need the medicine TODAY and you guys have screwed up every single thing you said you would do, so you need to figure out a solution for me TODAY. At first, they were like, call your doctor and make her write another prescription and fax it to CVS. I told them this was not a solution since my doctor doesn't work on Saturdays, like most doctors. They then told me that I should try to call anyways and that maybe they would do it for me since it was an emergency. I then told them that I couldn't do that because she doesn't answer her phone on Saturdays because she doesn't work on Saturdays, so they needed to come up with a better solutions. So then, they said they could transfer the prescription over the CVS (the storefront) and that I could fill my prescription today. And I was like, fine, okay, let's do that, what needs to happen? And they were like, just make your pharmacy call us and we'll fax them the prescription. And I was like AW HELL NO.

Because, knowing how good they are at making things happen, they were definitely not going to make this happen. So, I asked a bunch of questions this time - like, so how will you guys know to actually fax the prescription over TODAY when the CVS store calls you? How will they know it's okay to fill the prescription even though it's already been filled recently? Why did you say the medication had no co-pay last time but you're telling me that it's going to cost me $121 dollars? Oh, because you told me the wrong information last time?

So, I made them put me on hold while they contacted a "help team" (God, the least helpful help team in the history of mankind) to contact a pharmacist on their end, to contact a pharmacist on my end to transfer the prescription. By the end of it, I had verbal confirmation that the prescription had been transferred. But like, seriously?! I then filed an official complaint with this guy, which I'm sure will go nowhere. UGH, CVS CAREMARK IS THE WORST. They also did a thing that revealed to me that had I actually received the medication that they were trying to ship me, it would have been the wrong medication anyways! But that's a whole different story.

Here's a good one. "Ask a pharmacist" question: Is there a less expensive alternative to this particular med? Answer: Call 1-800 and talk with a consultant. The "ask pharmacist" is just a joke and wastes your time. They don't really let you ask a pharmacist anything. One final comment, but by no means the only one, and the best of all: If I order 225mg of an anti-depressant, my charge is almost $90 co-pay. If I order 75mg and 3 times the number of tablets, my charge is $38, then 1/2 the cost. The cost of another one of my meds is $39 for 90 days; for 30 days, the cost is $5.00 (or $15 for 90 days). The kicker: this med can only be ordered for a 90 day supply. This atrocity occurs in many other meds as well. Anyone up for a class-action lawsuit?

I called the customer service department. I was told that Caremark contacted my Dr. for another Rx which totally confused him because he already prescribed my monthly Rx for the year. I also asked her, "Why would you contact my Dr. for an additional Rx when I am already prescribed for the year?" She then stated that they needed to get a new RX for the 90 days dosage. So I replied and asked her if they explained it to my Dr. which she countered with "No" they just send a form. So basically my Dr. already prescribed me an Rx for the whole year but here is Caremark asking for an additional RX where my Dr. was thinking that I was trying to get additional medication which totally screwed up my refills which I told her. So she proceeded to cancel that additional RX request from Caremark.

So I went back to retail (which they told me I couldn't) until my follow up visit with my Dr. where I explained to him what happened. So he went and made the RX for 90 days for the year just as Caremark required it and instructed me to do. I mailed this RX in. It stated that I wouldn't receive the medication until about 3 weeks from now. So I had the retail pharmacy fill it for the month, where anyone with some common sense would understand that the next refill would be my 90-day supply a month from.

However, Caremark cancelled my order and stated that I just had filled my RX 6/25/14 and I wouldn't be able to get a refill until October. So I am having another WTH moment. I just refilled for another month, so the next refill should put me on the 90-day plan. However their customer service is too incompetent to understand or even make that logic. I have been going back forth with them the last week.

Not sure who hires these people if you can comprehend that when you go from a 30-day regimen to a 90-day regimen and just filled a 30 that the next refill puts you on the 90 days. I have never used Caremark Mail Service but I would recommend staying away from them or also complain to your employer which I am doing that Caremark does a horrible job in Pharmacy.

My steps: State Attorney General, US Dept. of Justice, 60 Minutes, Boston Globe, suit in local court, full complaints to both state and federal congressmen; letter to health insurer that lets these evil people handle prescriptions for them explaining how badly their subscribers are treated. Print out these 369 (so far) complaints and include them in letters to each of the above. Someone has to look at this and call a spade a spade, and get ANGRY. Help with the deluge of complaints!

Now, this is a medication that I have been taking for some time, and it was a refill. My other medications have not changed. There was not a concern regarding "conflicting therapies" before. The representative suggested that I speak to a pharmacist regarding this issue, and I declined. The representative then offered to get me a five-day supply of the medication (because I'm going to run out) at my local CVS at a cost of $50 plus dollars. Really??? My copay for a 90-day supply is $15.

I also have a prescription that had been exposed to heat for an undetermined amount of time on my mailbox THREE WEEKS AGO. I had called Caremark and the pharmacist said I need to return the medication because it is unstable. After they receive the return, the customer service representative told me, they will send out my new medication. I asked how long this would take because I need to take it everyday and do not have any extra. She said that I would receive a return envelope with a prepaid shipping label within two business days. The label and plastic bag packaging arrive today, 06/20/14. One full week after my call. I called UPS to have my package picked up, and they told me that I need to have a money order for a certain amount ready for the driver. WHAT?

So, I have been on the phone with customer service for yet another HOUR while they figure out why UPS has a problem with the label. The representative told me that they are definitely paying for the return, and this is a UPS mix-up. I'm not sure I believe that. Most importantly, we are now entering WEEK FOUR of my not having a bottle of this particular medication that is safe for me to take, and now it will not be picked up until next week, which means that by the time they receive the return, process it and send out the replacement, it will be OVER A MONTH of my being without this medication.

I asked Caremark what they can do to make this right, and they couldn't give me an answer, except to suggest I speak to a more senior representative. It's Friday night now, so I will have to call them back next week. My next complaint will be to my insurance company, Blue Cross Blue Shield.

After placing my order online, I received an email that my order was received. After two days, I went online to check the status of my order and learned that it had been canceled. When I called customer service, I learned that it had been cancelled because my order exceeded $200 and I had not provided them with a method of how I wanted them to communicate with me concerning issues with my order. As aforementioned, I have had numerous issues with my orders and have asked Caremark to call me with issues. After spending approximately 30 to 45 minutes on the phone, I was informed that my order would be released and I requested overnight shipment and made it expressly clear that I need overnight delivery because I would be out of my medication. I received a phone call that my order had shipped.

The next day, Saturday, I did not receive my order. So I thought I would wait an extra day expecting that my prescription would arrive the next day, Sunday, but it did not. When I went online, I learned that my prescription was not shipped overnight, but was sent through regular delivery. It is now scheduled for delivery 6 days out. I called Caremark and the customer service representative suggested that I secure a gap prescription for 14 days on the medication that I would run out off. I explained that the medication was very expensive and that I would have to an absorbent amount of money for 14 days of the medication.

After placing me on hold for an inordinate amount of time, the customer service representative informed me that I would have to call back on Monday morning to speak with a Senior person to see if they can provide me with a resolution of this issue and help me to avoid any additional cost. So presently, out of my medication and still have no idea how much money I will have to expend tomorrow to acquire medication that I am required to take daily. I do not understand how Caremark allow its employees to make repeated mistakes concerning filling prescriptions. I am a prisoner to their errors because I am required to use the mail order prescription plan to save money. Failure to accurately complete orders seems to be a systemic problem.

Virtually every transaction with the specialty pharmacy had its problems. I had to ask a couple of times for automatic payment to my debit card and the last snafu was getting an order that was sent UPS with a signature requirement -- something I had NOT requested. I have a job and can't be sitting around waiting for UPS to appear. It is also true that the "specialty" pharmacy has fewer hours during which they can be contacted. This left me in the lurch the first time I had to deal with a combination of Caremark and UPS. I just have gotten this sense that the left hand does not know what the right hand is doing and am grateful for the announcement received this week that my prescriptions will no longer need to be processed by this so-called specialty pharmacy. I would enjoy hearing that the specialty pharmacy has been closed or that our fed benefits come with choices for mail order pharmacies.

Caremark will not let me see my prescriptions or tell me what they are until I refill them. I cannot view my prescriptions to verify they are correct. I had new epipen prescription sent in last week. No idea if it's there or not they won't tell me. This type of behavior should be illegal, how can they hold my prescriptions hostage like this? They try to make it as hard as possible to manage your own prescriptions so they can over fill your prescriptions to make more money. I have asked numerous times why this is their standard procedure and no one has an answer. I called in to get on refilled and the person told me she was filling my new prescriptions which she didn't. She used an old prescription so I don't even know if the new ones are still on the site for me to use. I hate this company. They are thieves and have wasted more of my time than anyone.

After the 30 days, the length of time was changed to 60 days. I was also given the option to argue their decision. My doctor and I both sent letters to ask they reverse their decision...and it was denied twice. I can't afford to pay for the medication out of pocket. The Gabapentin does not work as well and I've been suffering with such an increased amount of pain that I'm unable to function properly. Insurance companies should NOT be allowed to overrule a patient's doctors decision for medical care!!

I then ask for the store manager. Not available. I then got to take the time to take my meds to another provider. BEST THING I EVER DID. NO ISSUES THERE. I then call the store, speak with a guy who states he is a pharmacist. Seems uncaring what happened. I had to ask him, "Aren't you going to check this girl on her conduct?" He says he will speak to her Monday. I then call the hotline. Make a complaint. No answer back. I asked for her supervisor to call me. He has yet to call me either. This is the most worst service and harassment I ever received in a public place. I am furious the way I got discriminated against and treated at this location.

Three weeks before I am to run out of my medication I initiate the process of refilling/reordering. I go to my doctor and give them the info they need to call Caremark to order the prescription. I have them call rather than fax because every time in the past Caremark "loses" the faxed requests. My doctor's office does not like this because it's more trouble for them but because they too know who they are dealing with they do it. Several days go by and I see the order is still not being processed so I call Caremark. They say they do not have the doctor's request but that they have faxed a request to my doctor for which they have not received a reply. I call my doctor and they assure me that they did call (which they have documented) and have received no faxes from Caremark but that they will call again. One week has passed in the meantime.

After a couple days I check again and see nothing is being processed. I call Caremark and get the same answer as above. We repeat all of the above. Now we are 2 weeks into the process. I know now that I will run out of the medication because of the processing and shipping times so I call Caremark and ask them to expedite the shipping to overnight for which I will be charged an extra $23. They say they will do this. More time passes but I finally see that the order is being processed. After another day or two passes I see the order has been shipped BUT IT IS REGULAR SHIPPING AND WILL TAKE AN ADDITIONAL SEVEN DAYS. I call Caremark and they tell me there is nothing they can do but that next time to be sure I should have my doctor call them directly which of course is what I did in the first place.

So I am without my needed medication and I have wasted much of my time and my doctor's time. I also now see that on my account a new (erroneous) request has been made for this very same prescription one month from now WITH EXPEDITED SHIPPING. This is ridiculous as I will be receiving a 90 day supply if I ever get this filled. This company that has so many complaints and an F rating from the BBB should not be allowed to do business in the great state of Texas.

On 5/12/14 I find out that Epinephrine injections DO come in generic prescription and the CVS Lied to me and my husband, regarding this which I completely believe was a bait and switch to collect the money since my prescription coverage is through Caremark (CVS). That afternoon I went to my doctor and informed them as to what occurred. They faxed Caremark a script for the generic version of epinephrine injections that is covered at 0 co-pay. That was 5/12/14. As of today, 5/17/14, I am still sitting here with that script not filled... because the local CVS don't carry it and mail order that I just spoke with is trying to claim directions weren't clear - "USE AS DIRECTED" - yes, that's not clear.

And now from what I have been told under Florida statue 465.025 Substitution of drugs. By law they should have substituted this without being told. At the end of my conversation with Caremark today, the results were, "Well, it's in the Pennsylvania facility that is closed today but, you might have it by the end of next week." And with all this that is going on, my husband worked for a company that filled scripts, so we know this is not acceptable. Can you say NEGLIGENT - INCOMPETENT - NO CUSTOMER SERVICE?

Now, I am restricted to Mail order CVS/Caremark out of Illinois. So my wife and I are in the final stage of the in vitro process. Timely intake of medication is critical to the likelihood of achieving conception. We've spent tens of thousands in getting to this point, of our money. We went to Boston yesterday for blood work and an ultrasound. My wife was called later in the day and told by the doctor to take the prescribed medication a few days longer, but the supply that we had from my friends at CVS in Illinois, runs out today. My wife called them and left a message to the effect of the above on their answering machine under the category of "Medical Emergency".

The answering machine stated, "One of our representatives will call you shortly." Three hours passed; no call. So "I" called the CVS/Caremark machine and shouted at them, "MY wife called you three hours ago and you told her you'd call us back 'Shortly'. PLEASE define what 'Shortly' Means to you." Ten minutes later, the phone call came. Just can't be nice to some people. They blamed the delay on the phone quality of the phone my wife had used. I had used the same phone. Do they not have a caller ID hooked up to the emergency line? What a joke!

So The "manager" says to me that she cannot authorize next day delivery. My question, "Then why are you manning an emergency Line? What's your purpose if you can't make the right things happen in an emergency situation and get us the meds by tomorrow?" "Well, My Manager only has the authority to do that," She says. So I say to her, "OK, call him and tell him that you need the shipment of meds authorized." She says to me that she doesn't have his telephone number. Did I believe her? No. So she tells me to call back during normal business hours, tomorrow, now today. So, I tell her, "Why don't you contact an area pharmacy in Boston and have them same day FedEx it out to us?" She says, "Oh, we just don't do that." I tell you I've been to Law School and I listened closely to each and every word and conditional phrase she used and it all boiled down to this, "CareMark" doesn't "care" about anything but their money. Listen to me now or hear me later, when you're in an emergency situation with them.

A few days later and much to my surprise, I received a notice via email saying that my order was shipped! Then I went to the website and was shocked to learn that CVS was charging me $69.51 for a prescription that is available at my neighborhood Rite Aid for $14.50! I immediately called CVS to express my puzzlement that they would ship an order without telling me how much it would cost and without asking for payment. I explained the price difference and told them I was cancelling the order and returning the package unopened. They said I can't do that and that I would be responsible for the bill regardless. When I asked to speak with a supervisor, Elisa told me that they would have to "get approval from my insurance provider" to cancel the order and that that process would take 72 hours. Today I received a call from CVS Caremark telling me that "unfortunately my insurance provider refused to make the adjustment". I immediately called my insurance provider who told me that they have no record of receiving a call from CVS Caremark regarding this issue.

Ohio law has specific protections for consumers who receive unwanted products delivered to their door. This company has lied to me, used unscrupulous practices and broken the law! Check out the Better Business Bureau rating for CVS Caremark. They have an F rating with many complaints. I have filed a formal complaint with my insurance provider and the BBB as well as with Ohio's State Pharmacy Review Board.

My doctor has submitted appeals and provided documentation of my condition and treatment. CVS Caremark still refused coverage. When I called to speak with them I was told that maybe I need to get different insurance or find another doctor. They said they don't know what else to tell me outside of that. So the employer-sponsored insurance program that I'm locked into for the next year is useless. I have to come up with money to pay for additional insurance because CVS Caremark has decided that the lack of research on a poorly understood and studied disorder trumps the fact that my medication has worked for the past 3 years. The problem, however, is that it will be hard to keep a job if I can't stay awake long enough to drive myself to work because CVS Caremark refuses to approve my meds. I'm seriously considering taking legal action.

I went to the website and was told I wasn't eligible because I didn't live in the correct state. I called back again and they verbally told me another website. I went there and joined this program, printed out confirmation and took it to my doctor. My doctor called Caremark and confirmed I signed up for the program. I then received mail that they would not allow me ** because I was taking another quit smoking product, namely the **. They said I could file an appeal so I called to see how to go forward with the appeal process (figuring since there was proof I was on ** for depression not to quit smoking and have been prescribed ** twice during this period that surely it would be approved).

After long hold times and difficultly talking to a person instead of a recording, they told me I couldn't file an appeal.. the doctor would have to file. I called the doctor and he filed an appeal. I was again denied stating because I was on **. I asked my doctor about switching depression medication but since ** has been so effective he did not recommend it. This is just a money savings means for them and their recent advertisements about caring about health and not selling tobacco products is just a marketing scheme.

My big concern when I receive the Rxs was that they do NOT put ANY AUXILIARY LABELS on the prescriptions. When I called (I had tried to e-mail twice my concern thru the website - Ask the Pharmacist - but have received no response) and ask why there were no auxiliary labels (ie. do not crush, take with plenty of water, take with food, take on empty stomach, etc.) like all retail pharmacies, they told me over the weekend that New Medicare rules don't require them and then today (after going through 3 different people) that since they send the patient information sheets they don't have to have anything on the bottle itself.

The last person even said there was not room for all the extra labels and any of you that have gotten the LARGE bottles know there is a lot of extra room. My opinion is that it is just asking for errors in administration of prescription drugs and that they are not doing their pharmaceutical duties by omitting Auxiliary Labels.

Two years ago, the authorization issue came up again. They then said I'd need reviews every year for this medicine. This time I was told I had to try another drug - Januvia for 30 days and then my Dr. had to fill out more forms, before and after the trial. I developed nausea and headaches. These would happen every day at some point during the day, not constantly. Even after my Dr. filled out forms and spent several long periods on the phone they still won't fill the prescription. The experience was so bad for my Dr. that he now wants paid for any more forms and I must make an office visit to talk to him about it anymore. He nor his office won't talk to me about this anymore over the phone.

I reported them to the Ca. State Board of Pharmacy a year ago but they haven't responded well to this issue. I'm sure it's because they were overwhelmed and that's why greedy pharmaceutical companies continue to fulfill their responsibilities to the public they serve. I have other problems with other medications as well. I also have three co-workers with the same problems. They just do without the medicines. Sad isn't it.

That's not the proper way to run a pharmacy. People depend on the meds they provide. And being able to speak to a company employee is the first step in resolving any issue.

Despite working with Caremark, CVS, Empire Plan, and my physician's office, I cannot get Hyzaar without paying this penalty cost. Speaking with the Caremark pharmacist this morning, Ms. **, she notes that CVS is supplied with Losartan via Lupin Pharmaceuticals, a company based in Mumbai, India. Caremark receives its supply of Losartan from Aurobindo, another company based in India. It may be the same corporation - who knows? Hyzaar, manufactured by Merck Sharp Dohme, is located in New Jersey. This is not the first time for me that generic forms of certain medications are not the same; the generic may be less potent, or, they present with serious medical side effects, especially the statin medications, causing me to just stop taking them altogether.

Why can't I get my medication from an accountable, American-based manufacturer at a reasonable cost and then accepted my insurance company AND the pharmaceutical company that distributes the medication? Why aren't these multinational corporations and the medications they manufacture and distribute for us to accept and ingest at our peril, scrutinized for compatibility and safety? Buyers beware! Your local doctors, pharmacists and other health care professionals are too busy or are very much involved in profit sharing with pharmaceutical companies to care about the health of you and your family.

Needless to say I'm extremely unhappy with this company. I have had the worse experience with them. My doctor keeps sending them the same prescriptions multiple times by script, by phone, by fax - to no avail. In the meantime, Caremark's customer service keeps on saying they do not have the prescription. How many times does the doctor have to call in the same prescription to get Caremark to take action. What is wrong with their system? Are their employees completely incompetent? Is their system for the receipt of prescriptions so bad that all attempts from the doctor’s office fail? I simply don't get it. This has happened to me twice in the last two weeks to no avail. Do they not care about the health of their customers? It is not as if we could simply go without the prescribed medications. Am I the only one having this experience? I'm writing a formal complaint to the corporate office.

I wish I tracked how long I have sit on hold these last few weeks, along with the number of times I have been accidentally(?) hung up on - with no call back might I add, even thought I have given them my name, address, phone number, date of birth a thousand times. They say the medication is to be delivered, but it isn't. When I call, I sit on hold, get a new rep, re-state all my demographics and am told that they have not received the prescription from my Doctor. When I explain that, yes, they have received the prescription, I am put on hold for fifteen minutes and they return on the call to tell me that they are sending it out today. Right? I have left out so much with this experience, but there's only so much space here. In summary, nobody should be driven to tears out of frustration from their Specialty Pharmacy in trying to obtain their much needed medication. Going on a weeks now without my medication. Sick and Tired!! CareMark - you have lost your purpose!

I ALSO am constantly reminded of the opportunity to initiate automated refills on the website. The issue doesn't seem to be my doctor who is pretty good about authorizing prescriptions (but is incredulous when I tell him about problems with Caremark and doesn't respond), I have often wondered about others having this problem and searched and saw your post. I am also at the point where I believe that manual renewers are punished... I can't understand why Caremark can't fix this, or why when you call them about it, you can never reach anyone who knows anything about it. Caremark is ripping off the insurance provider, and also "we customers" because they obviously make more money the more prescriptions they process, so if the "Auto-Refill" system doles out too many refills, it benefits Caremark, and I doubt they are too interested in fixing it. It looks like a scam to me.

I called, I was told it was not processed and "We attempted to call you," you need to enroll in our program so we can continue to fill this prescription... I spent 30 minutes at work on the phone doing this... and being asked for my contact phone number because it "didn't come over"... Okay, so as I knew you didn't try to contact me. I was so flustered... This medication is an organ/life sustaining medication that I need for my kidney transplant... I spoke to 3 different people. All I could get from them was we will ship today, you will have tomorrow... That's not good enough... what part of this medication helps sustain my life...

It is not my fault that your left hand has no idea what the right hand or brain is not doing... When this script was transferred internally within your own organization, I should not be held hostage for my script. Your company has contacted me on several issues, has e-mailed me and I have received postal mail... I have not rec'd any notification of this change in procedure... by any means... I was also asked, what other specialty medications do you take so we can make sure those aren't interrupted as well... How the heck do I know what you consider a specialty medication... You fill everything... You look at the list and transfer it... This is not the only script they have screwed up... They have actually "REFUSED" to fill my pain medication for RA...

Caremark told the doctor that they will not correct my order. I called and spoke with different customer service people and finally one lady admitted that Caremark overcharged me for one bottle and said they will credit my account in the next three days. I waited a week but did not get any credit from Caremark. I called them again and one gentleman told me that they are not going to give me any credit. How can I trust Caremark next time If the order was not correct? Caremark refused to call my doctor upon my request and refused to accept the fact that the doctor admitted the mistake. This was three days after I received the incorrect order.

I was not sent the prescription card until March, two months after it was supposed to be in effect. They never mentioned that if there is a medication that is taken longer than 90 days, it must be ordered through the mail order. Fast forward 6 months, I had a prescription sent by my physician to Caremark. After two weeks, I began to wonder why it had not arrived, so I checked on the website, which did not show the prescription at all. When I called the customer service, I was told that it needed a "prior-authorization", and that I had to contact my physician to obtain it. I contacted my physician's office and they were able to contact the "prior-authorization" department and sent in the information that they requested. I did not hear anything for two weeks from Caremark, again. I contacted customer service and they told me that it was denied by the "prior-authorization" department, but provided absolutely no explanation.

I went back to my physician and she prescribed another similar medication, then sent the prescription directly to Caremark. Again, two weeks later, I called customer service to ask the status of my order. They replied that it was also denied by the "prior-authorization" department. I asked if there was anything I could do to obtain the reason for the denial, and the customer service rep gave me a phone number for the "prior-authorization" department. I called the number and it sent me through a confusing menu, including asking unrelated questions like, "Are you a medicare patient in South Carolina? Press one." After several more questions, it re-directed me back to the customer service department. The poor person that I tried to talk to, clearly had been under trained. I began to ask for an explanation from this person, but was completely unsuccessful, told me she was sorry that she could not help me and then hung up.

I went to the website, logged in, then composed an e-mail asking for assistance on resolving this issue. When I hit the "send" button, it crashes the site, locks up completely, where even when I completely close my browser and return to the site, it is still locked up. Two hours later, I was able to finally log back in, checked my sent box and the e-mail was not sent, it's completely gone. I tried a second time, with the same results. In summary, customer service was completely unhelpful, the "prior-authorization" department is completely unreachable, but has total control over your health, and the web site is useless.

To add to this waste, the three little vials they sent came in a humongous 7lb package. Why? Filled with ice to keep the medicine cold in transport. Ironically, I received this during the national chill. What a waste of medicine and transport costs!! I once asked why do you do mail-order, and they say to save money. But what a scam - it increases the costs all the way around, for me and for them.

So on telephone to Scripps Clinic and my doctor, both of which are incredibly efficient and responsive. Nurse in charge checked her computer (where refill requests come in from CVS) - NO REQUESTS had been made by CVS. To make a very long story shorter she put in orders for them and told me she always has trouble with their mail-in service. I sure hope HealthNet (my provider) elects to change pharmacies at the end of the year. This is not the first problem I've had with them, and probably won't be the last. Also, their website SUCKS.

I'm 88 years old and do not have another two hours to spend with Caremark customer service, Why is it so difficult to answer a question about a letter they sent me? They receive all of the monthly premiums on time and they have my credit card on file. Anyone looking for mail order prescriptions avoid this company. I will be sending my scripts to Canada. This country has gone bananas,

Also They threw out two of my prescription orders (both were the same) that my doctor faxed to them, because I am new to Caremark and didn't know I needed an account before they would fill anything. You would think they would call and confirm or question the doctor or me about the Rx if I didn't have an account, instead of throwing it out. But finally after 30 calls, I have it figured out. As a consequence of this, I will be without medication for 2-3 weeks because of their mistakes of throwing out my prescription that my doctor faxed to them, and not letting anyone know. Thanks SO much for all your 18-year-olds that work for you that don't give a **. You should be ashamed of the customer service you have!

Finally, I called to get access to my account or to find out where medications were and the reps I spoke to were rude, unprofessional and no help at all. I explained I was completely out of meds and was told to get samples from doctor until the outstanding was paid. I did not have medications over a week, then I started have health. I asked if they could send the 4 medications that did not require a payment and Insurance had paid their portion until I receive my next check. Their reply was "NO!" I asked, "So you are holding necessary medications ransom until payment was made or you would risk a patient's life for $80.00." Basically, "Yes" was their reply. CVS CAREMARK is unethical and patients are $$, nothing more! DO NOT use this pharmacy because it may cost you your life! I spent 2 days in ER to stabilize everything. CVS Caremark became a big nightmare to me.

So after a heated argument with Keisha, I asked for her supervisor and again was told the same thing, but in the same breath stated I could have gotten credit if I opened the package and called for instructions to send the package back. I explained to her that I have no products from Caremark mailing. I sent it back unopened. The service rep clearly stated CVS Caremark got the product back and destroyed it. So Caremark received their product back I have no product and they want me to pay for it $88.89. I asked to credit my account because I don't have the product that I sent it back and the service rep clearly stated they received it. I was told "No", CVS was not going to credit me because I didn't open the package and call CVS to get instruction on how to send the medicine back.

Well, I don't understand I would have got credit if I opened the package and sent it back, but since I refused the package and didn't open it, I have to pay $88.89 for a product I don't have. They got the product back. I'm sorry I didn't know about the instruction. I never had my medication mailed to me before and I didn't know what was in the package. I was told by the postmaster if you refuse a package and don't open it, you don't have to pay for it. That's why I sent it back the way I did. I've been on the phone with several employees of CVS Caremark in heated conversations over this matter. I was transferred to the Office of the President hoping to get a better result, but that didn't happen. At one point, they offered to ship me a new product and then I pay the $88.89 and I said, "No.” I didn't want the product or pay the bill. Well today, a service rep from CVS called, her name was Joyce, and she was no help at all.

Again, I was refused quality service. Joyce even made a comment about a one time courtesy refund and she wouldn't even give me that and at this point, I asked to send the product so I can pay the bill because I can't handle not paying my bills and I don't want bad credit over a $88.89 bill. She refused to send the product so I'm right back where I started. I have a bill for $88.89. CVS Caremark wants me to pay for something I don't even have. I tried to explain to your reps that I'm on a fixed income and right now $88.89 could go toward another bill or two in my home and not for something I didn't want and I don't have. What really hurt is the way the customer service reps dangled the words one time courtesy credit, and I could be credited back if I opened the package. Maybe they should put these instructions on the outside of the packing bag for someone like me so I can get my credit.

I know an employee of the former Caremark side of the business and asked him "WTF?" when I got my letter. (I have had Type 1 26 years and using an insulin pump for 13 years.) His response was that CVS went to Lilly and demanded a larger "rebate" (kickback by any other name) and Lilly told CVS to go pound sand. CVS then went to Novo Nordisk and offered them all of Caremark's insulin business for a higher "rebate", and oh....we want to be your USA employees' PBM. Novo Nordisk agreed back in 2012, and this is what drove the dangerous change.

Also note that their CEO Larry Merlo has been a huge backer of ObamaCare. Since it passed, he received a 44% increase in pay to $20.3M/yr. All due to these corrupt, anti-patient practices. I have approached my Representative to bring several pieces of legislation to Congress, aimed at curtailing these corrupt, anti-patient practices by PBMs.

IT is impossible to get in touch with someone higher up. Every time you call you have go through the whole long ** story again... And I was disconnected twice! OMG I was pissed! I have now been on the phone with this company for a total of 4 hours...and have gotten nowhere. They said at one point the script was sent back to me which it wasn't. NOBODY WILL CALL YOU BACK AFTER THEY SAY THEY WILL 'LOOK INTO IT'. I am at the point where I think they just say that to get you off their phone. I have even talked to a manager who said they messed up. And another supervisor, Sue **, said I would get a call back in 3 days from her boss' boss or something and I never got a call. So I called her and left 3 messages over 2 weeks and she has yet to call me back. Horrible.

Thank god I didn't need that medicine to survive or I would literally be dead. People suck... They don't care about anyone but themselves. Larry Merlo is the president of this hugely flawed company... and he should be embarrassed and ashamed... but I'm sure he sleeps well on his mounds of money the multimillion dollar company rakes in every year.

I spent a long time walking through the charges with Colleen, but still no resolution. Colleen assured me that this issue would not go to collections until it was resolved and said that she would send the requested itemized bill. The next communication I received from Caremark was not an itemized bill, but a collection notice. When I called Caremark to find out why they sent it to collection, they told me that they would connect me to a Customer Service manager, but instead they forwarded my call to the collection agency! I paid the outstanding balance just to protect my credit. Now I need to check my credit report to see if they reported the erroneous payment. I pay dearly for the best available insurance. If this is the best that we can do, we are in a sad state as a country!

I'm tired of fighting the fight with these morons but have no other choice. Every time I talk to them I get a different story. I have a letter of authorization for me to get this medication and nowhere does it say I have to get another if doc changes dosage. But that is what I was told by Zach the supervisor so I had my doctor call and he was told he didn't need a letter because I already have one. So I called them back and was told I do need one, see where I am going with this, no wonder people go postal all the time.

The CVS pharm tech was so rude I burst into tears. He also informed me that my 4 other medications do not have enough refills for 90 days and even though I am out of my anti-depressant meds, I need to contact my doctor and have then rewrite All my scripts. This was told to me at 3 pm on a Friday, so now I am out of medications and as every one knows, you are NOT supposed to stop medications such as this abruptly! They did not inform us of these changes and I am basically at the will of Caremark regardless of my DOCTORS' directions! I feel hopeless & I'm extremely frustrated by the lack of care for people's well being by a HEALTH INSURANCE COMPANY! I am out of options and feel like there is no hope for the future of healthcare in the US due to companies like these who are driven only on profits and patients be damned!

Days later I discover that the order was cancelled, so I send a message to "Customer Care" asking them to restore and fill the order. I get a reply a couple days later that when you sign up for auto-refill you have to wait until the end of the month to get the Rx (which was several weeks away), and in the meantime you can't do a one time order. Note that this is an Rx for a serious condition (if it had been a drug someone needs to avoid a heart attack or something else potentially fatal, it seems Caremark would be happy to let the person die rather than fulfill the terms of the insurance they sell). But at this point I don't believe they intend to be so sleazy so I call their customer service number.

I politely explain the situation to the rep, who then gives me the standard line about having to wait till the end of the month (with no apology for the situation, of course, or even a justification for the dishonest policy). I start to say that I don't think that's acceptable when someone needs an Rx that their prescription insurance is supposed to provide, when the woman hangs up on me. And now the best part: about a week after the call, I get a letter from these sleazebags saying my entire prescription has been cancelled and I need to get a new one from a doctor if I want the medicine. I'm getting the new prescription alright, but there's no way I'll fill it or any future Rx via Caremark/CVS.

Most recently, I went to my physician for a refill, obtained the refill, mailed it to Caremark in their provided envelope at their provided address on June 23rd. No response from them regarding receipt of the prescription. On July 8, I logged in to their website and saw that the status of my new prescription was received, but CANCELLED. So I called them and finally got a human being, who said "Looks like we cancelled it". I asked why and she had no idea, except "Maybe it wasn't time to be filled". Wonder why nobody contacted me, asked me, followed up with a phone call, email, letter? They already know virtually everything about me, for heaven’s sake. So I asked the person to process the prescription and she said "We take 5 business days to process prescriptions". I said: "Really? I will be out of my medication at that time. When do you plan to ship it to me?” She had no idea, but said "You're looking at at least a week".

Can I state here that Caremark has been filling this same drug for me, with no changes whatsoever for 2 years. Same doctor, same brand, same strength. So, I get a renewal and they cancel the order on their own? Powerful company.

I get shoes routinely shipped to me overnight - just received an American flag in 2 days, a live hydrangea in 3 days - all with follow-up emails on the order status! Tracking numbers! Hello. Caremark prescriptions go into a black hole. These folks can't seem to stick a label on a box and drop it in the mail inside of a month. What a joke.

My advice: Run. Don't do business with them.

For the most part, the CVS Caremark customer service agents are nice, but where the problem lies is that they say, "Oh, we don't see your order in our system”, or “We don't see a record of that.” And I just got off the phone with my doctor and she tells me she called in the prescription 4 days ago and here is the confirmation number. I think this is how CVS Caremark makes a profit, by taking the money and actually not filling and mailing the prescriptions. I just don't know what else it can be??

The reason that I am having so much trouble and problems with CVS Caremark is unknown. But this has continued now for about 3 years and before seeking legal counsel, I am now going to file a formal complaint with the Board of Pharmacy. You can do an internet search for Board of Pharmacy and look for your particular state. Here is the California address and phone number. The person that answers the phone will give you the information for your particular state: Board of Pharmacy California - Attention: Enforcement Unit; 1625 N. Market Blvd, Suite N 219 Sacramento, CA 95834; phone: 916-574-7900.

Let me suggest that viewers of this message not to rely on my filing a complaint against CVS Caremark Pharmacy to solve and remedy your problems with CVS. If you are also having problems with CVS Caremark Pharmacy, you should also take your time in filing your complaint. My personal observation is that if you are legally prescribed a medication from your doctor, it is prescribed to you for your health reasons. And if CVS Caremark Pharmacy does not fill the medication in a timely fashion, you may have grounds for a law suit. This of course would be between you and your attorney.

I tried again a month later and now they said that he was on a list that he isn't on (and they verified he wasn't on), and then they said that he was on an insurance fraud list, which is impossible since he doesn't take insurance. Then they said that they have to send in a form and that it will take 72 hours to correct the problem that they caused and in the meantime, they refuse to fill my script. These guys are the worst ever! Completely incompetent and Obamacare hasn't even started yet. What's your excuse Caremark?

The two reps I've spoken with have no medical training and know nothing about type 1 diabetes. We initially used VS pharmacy, another forced change, but they're about the mostly incompetent pharmacy chain we've ever experienced. I can't recall a single time they got it right, wrong medications, missing medications, wrong quantities. We then switched to mail through Caremark. Just took them over 2 weeks to fill an order for syringes. What do we do meanwhile, tattoo it in? Does anyone know if there are any Federal laws covering this sort of behavior?

This was the start of 3 entire days arguing with CVS Caremark about reversing the order to refund my co-pay PLUS canceling the pharmacist order so I could have a new prescription processed elsewhere. I also made it clear I was not interested in having this processed by CVS Caremark - even as the Brand version as I now had less than zero trust in them. I would simply spend a bit more at a local pharmacy. I was told in one of my calls that I would need to have this prescription serviced at a CVS drugstore - that they couldn't process a correction if I planned to take my business elsewhere. I got my insurance company involved to read them the riot act. I can now take my full prescription to my choice of pharmacy. GUESS WHO I AM NOT PLANNING TO USE?

Now, I'm due for a new month's supply. I called a week ago, had to leave a voicemail (weird), to get a delivery today or tomorrow. TODAY, someone called me about it. And I could cry that I missed the call because I have now been on hold with that insipid woman for 26 minutes (who knows how much longer). Not like it's a matter of my HEALTH to get my prescription! You'll have a faster response and better luck clicking your heels together.

Now comes the part B meds which I have been taking for 17 years for my kidney/pancreas transplant in 1996. I was following the progress online through my account and the 4 meds were in process. I thought, great. But on the 10th, I noticed one still in process and the other 3 cancelled. I called and spent an hour and a half trying to find out why. It was because they tried filling before 6/1. My doctor had to resubmit everything again. I continued watching them in process. I called again, another 90 minutes on the phone, and was told they were still waiting for my doctor.

Now I'm getting a little warm. I called almost daily for a progress update because I'm getting low on these meds. Again, it was the same story of waiting on the doctor. I asked to speak to a supervisor who kept me on hold, then told me they have everything and he doesn't see any more issues. I thought, great. - Not great, I got an email saying there is a delay. I responded to the email and got a reply saying, "After researching your issue, we have found your order has been APPROVED for filling and labeling and should ship from the pharmacy in 1-2 days after processed." I checked and noticed it's still in process.

I responded back to the email for an update because I was very tired of being on the phone for hours. Response stated that my plan doesn't cover part B. No kidding, that's why you submit it to Medicare for payment. "Oh, we don't do that." Now I'm ballistic. They tell me I can use my Medicare card at my local pharmacy. I filed a grievance, not expecting anything. Shame on Caremark for treating me and my doctor this way.

Caremark is the prescription provider for my regular health insurance, so after multiple phone calls to my doctor and multiple emails to my regular insurance carrier, I was finally able to get the problem resolved, but it took half the day to straighten things out. After all that, Caremark still has not given an explanation as to why I was not informed of the change or the prescriptions being sent through the mail.

So 1 week goes by, I am waiting for my insurance to approve my prior auths - not CVS mail order problem, but I stay on top of it. Monday 6/3, prior auths approved, I call the pharmacy. I need to leave a message with the assigned case worker. I call Tuesday 6/4, leave another message and my co-pay assistance cards info. Wednesday 6/5, I go see my doctor. She says “I have good news for you. The mail order has everything they need; they should be calling you tomorrow to set up delivery.” Now it's tomorrow, Thursday 6/6, no call all day. So I call in the late afternoon. I talk to a supervisor because apparently the person assigned to my case is never available and I'm told they are waiting for my doctor's office to send in the prior auths... What?! That was already taken care of.

So I hang up, call, and talk to the nurse. She says “Tell them Peter has everything he needs. We took care of that earlier this week.” So I call back again, this time I am told that it's waiting for a supervisor to approve it. Okay, well if my doctor approved it and my insurance already approved, who the heck is this person supposed to be? I'm told the guy assigned to my case will be calling me first thing on Friday morning. Friday morning, I wake up early anticipating this call and nothing. So 9:30 I call and what do you know, he's there stuttering up excuses and says he'll call me back within an hour because he needs his supervisor to approve it.

To my surprise he calls back within that hour. “Okay, I got it approved. We just need to get everything set up.” He gives me my total of $225, and I said “did you not use my co-pay cards?” “No, I didn't get those...” “I left them in a message for you.” So I give them to him again! 3 hours later talking to this clown and the pharmacy, the soonest I will be able to get my meds now will be Saturday morning because they don't do same day delivery, and they are a closed pharmacy so I can't drive to go get them.

Okay, that will have to do. I am told that I will have them by 10:30 am on Sat. 6/8. 10:30 rolls around... nothing - no big surprise. I kind of expected them to not show up. So I call customer service. She tells me they aren't scheduled to be shipped out until Monday!!! Thanks CVS because you know my brother has all the time in the world to wait for you screw-ups to get your act together. You know his cancer is very understanding... I encourage everyone to write to corporate about their issues. Let's flood their offices so maybe they will listen. In the meantime, I will be contacting BBB, the local news and anyone else that will listen.

Am I the only client who misses refills? Things happen... They are in the business of servicing people who use drugs. We don't take this stuff for fun. We need it.. .and of course the onerous lies with me to make sure it is ordered in a timely manner. However, life happens. Their system is not kept up-to-date. As often when I call, they will pull up an old account and I have to spend valuable time untangling their mess. Every time I am forced to ask for a supervisor and am ultimately placed on hold for extended periods of time. I do not like Caremark. They are one of the symptoms of what is wrong with our healthcare system today. The resolution... Two weeks to get my order... Pathetic.

My prescription is for 30 days and not 3 days. The Pharmacist said that it wasn't his problem; he fills prescriptions the way the doctors write them (NO CUSTOMER SERVICE for the Pharmacist at the Fullerton Store). There is no customer services at the CVS Fullerton Retail Store, so because of the lack of professional service from the Fullerton Store (I figured it was an isolated case), I went to another CVS and had them transfer my prescriptions.

Again after 4 or 5 days, I received no phone call so I drove to the CVS Retail Store located on the corner of La Palma and State College in Anaheim and this CVS had my prescriptions but none of them had been filled after 4 or 5 days. I left the CVS in Anaheim disgusted and frustrated that I now had lost 8 to 10 days of thinking that CVS was going to take care of me and do the right thing and fill my prescriptions and call me when they were ready. I left CVS and drove straight to my doctor's office and had my doctor give me hard copies of my prescriptions so I could give CVS Caremark one more chance to get it right.

This time, I was going to use their Mail Order Service. So I mailed 7 or 8 prescriptions to CVS Caremark Mail Order Service and they received it on 5-23-2013. Before I mailed them, I called their customer service and asked them questions about how their service worked. I was told that I would receive my medication no later than 6/1/2013 if they received my order no later than 5/24/2013... Well, let me tell you, my medication has been put on Delay status Twice and there seems to be no end of the Stupidity of the people that either work at CVS or hold the contract to be the Mail Order Service for CVS because they are the same. They're all Stupid and there is no fixing Stupid.

I had to cancel my prescriptions today because there was no one available to give me an answer to when I would for sure receive the medicine that keeps me ALIVE. I then went to Walgreens and in less than an hour walked out with the medicine I need to LIVE another day. Thank you, Walgreens. Go to hell, CVS Caremark. My suggestion to anyone that needs their medication is, stay away from CVS Caremark because they should change their name to CVS Careless about U.

I lost my job. We cannot pay the rent. I'd sue them if I could, but we may be homeless by then. My suggestion if you are forced to use this service: Make certain your doctor filled the Rx correctly; any mistake, no matter how trivial, can severely delay your order. Make sure that you can get a backup Rx for 30 days so that you can get your meds if they mess up the order. This is especially true of new prescriptions. Be advised that many new prescriptions may require preauthorization, which will require further paperwork the doctor from your insurance company, a major cause of delay especially if your doctor drops the ball.

You should call CVS Caremark on a daily basis to ensure that your order is being handled properly; sometimes they alert you, sometimes not. Make certain that CVS Caremark knows your payment and shipping preferences; they often fail to ship simply because they don't know how to charge you. Most importantly, record every call and conversation! Include the name of the service agent, the time, date, and length of the call, and a synopsis of the conversation. Better yet, record the conversation if you can. I have actually been lied to before. But it's my word against their word, unless you could subpoena those "quality control" voice records.

On 4/15/13, my partner went to our doctor for an appointment at 9am. The doc faxed three scripts to Caremark. Then she went to work at a hospital, where she does not have access to her email all day. Well, Caremark went ahead and processed two of the scripts, charged our credit card and shipped them out that night, costing us $200 we did not have. Every single other time, they have taken weeks to process and ship, let alone charge us. Weeks and phone call after phone call! Yet this time, they somehow managed to get it all done in less than 24 hours. When she called them the next morning, of course, we got the standard, "There's nothing we can do because it's already shipped and charged." Great.

So every time I order a prescription that Caremark has filled for me for two years, it takes at least 3 weeks and 5 phone calls, but when my doc faxes a brand new script, they process it and send it out immediately? With my regular running medication, they're worried each time about an interaction, but with a brand new medication, they just ship it on out and hope for the best? The rep said, "Well, we trust your doctor has checked for interactions." Then why does Caremark hold my meds for weeks due to a possible interaction? Then she asked what happened to the third script. No one knows. They claim they never got it. How did they get 2 but not the 3rd? So, we called the do, and of course, she sent it with the other two but will send it again. Well, according to Caremark, they still don't have it 5 days later. This happens every single time. My doc has to fax it over and over. Then she even had to call to verify she did send it. Caremark keeps claiming they never got anything.

I called this morning because it's still not listed on their site, only to have the rep tell me they still have nothing. When I told her she was lying because my doctor faxed it not once but twice, she said, "Oh well, you can't fax in orders. They have to be mailed." No one has ever given me that pile of lies before, ever. So when I asked her why Aaron told me 4 days ago that the faxes come in to a separate facility and take 24 hours to get entered into the system, she said she has no idea why someone would tell me that. So I asked to speak to a supervisor because I'm tired of their lies. Paul got on the line and said that they do not have the script. Okay, this is just insane.

So, he proceeded to feed me a bunch of garbage that meant nothing and resolved nothing. I finally said to forget it. I'll take it to Walgreens and just get a month by month supply because I will not deal with Caremark again, ever. Yet I guarantee that this lost prescription they haven't received that my doc has sent twice now will magically show up at one of their facilities, they'll fill it and ship it out to me, without checking whether I got it somewhere else, meaning they don't care how many of this controlled substance I have. But they're worried about interactions? I also told a rep 4 days ago to put my credit card on hold and that I want to be contacted before I am charged anything. That was never done, of course, according to Paul, the supervisor.

On another occasion, they supposedly sent my wife a controlled substance twice in one week totaling over 600 pills, even though she only ordered one, and it's a medication they have filled for her before on multiple occasions. We only got one of those orders. So when she went to order it 3 months later when she was about to run out, they claimed they already sent it to her. When she said she never received it, they flat out accused her of lying and refused to fill it again. They even went as far as to call my local post office to get verification of the exact day and time it was mailed to her. When she told them we live in an apartment building, and if we are unaware they were sending another package, someone else may have grabbed it.

When she confronted them on their reckless behavior of sending a patient over 600 pills of a controlled substance within one week, suddenly they got even nastier and stuck with their accusation that she did indeed receive it and must be a lying addict. Multiple calls and supervisors later, after threatening to go to the authorities with our complaint of their recklessness and their unfounded accusations, they finally shipped out another 360 pills. Oh well, who cares if someone overdoses, right? They also like to claim that scripts get held up for possible interactions. When I ask why that's even an issue on a script I've been getting for years that they have filled multiple times for me, no one has an answer.

They have no records or notes of previous calls, which is ridiculous in this day and age. You can give them the exact name, day and time you called and spoke to someone, what that person said, and what that person promised you, and they claim they have no record of any conversations taking place. What?! All their service reps don't have a clue what's going and just lie and lie and lie. I've caught them in so many lies it's unbelievable. When you ask to speak to a supervisor, they just put a different rep on the phone, or even go as far as to say supervisors are not available. One rep will tell you your order is ready to be shipped, but call right back and another rep will say something different. When you tell them the name of the person you just spoke with, they claim they have no clue who that is or why they would tell you the wrong info. What?!

Their pharmacy department and shipping department and service department have no way of communicating with each other, they claim. They also claim they don't have access to the same info we do from the website. Again, what?! It's 2013! I've also called many times where, after waiting on hold for quite some time, the rep who picks up your call just hangs up on me. This is a multi-billion dollar corporation dealing with people's lives, people's health and well-being, yet no one takes it seriously. No one knows anything, no one has answers. They are incredibly flippant about your medications and your need for them. How is this place still in business? They were recently even listed as having some of the worst customer service in the industry by a major news source. All I can say is they will never get another dime of my money. I would rather pay full price and have to get my scripts monthly than deal with anyone at Crapmark ever again.

Today, supposedly the label was being printed; however, the website still does not indicate any shipment. This is diabetic medication, and if I don't receive it tomorrow, I'll have to call my doctor to try to get a week's supply of this extremely expensive medication. Maybe he’ll give it to me free. Shame on Caremark. This is not the first time they have screwed up my orders. In the past, it has taken over a month to get medications that were mistakenly shipped through some out of the way part of the US rather than sent directly to California. Shame, shame, shame.

So I again tried to resolve the problem today. Six different people and over two hours on the telephone, the conversation ended with the comment, "We know we have a co-pay problem, but I cannot tell you when it will be resolved or when you will be refunded the charges." Oddly, I am still not angry - this is so bad it is almost funny - but I need to mark them down to a single star because our Caremark experience (it began January 1, 2013) is unquestionably, and by far, hands-down, the worst customer service experience we have ever had! It is unbelievably bad. It must be terrible to be one of their customer service reps and be so unable to fix anyone's problems.

Getting prescriptions switched over from our former drug provider finally got taken care of, only when I talked to the former provider to plea for action because Caremark said they couldn't do anything to obtain those scripts (or didn't know how is more likely the case based on all of our subsequent experiences). We have two homes and were led to believe that we could simply enter the dates when we would be where in the Caremark system, and the medications would be sent to the primary or secondary address based on those dates. Not true. The first refills we ordered went to the wrong address and only then did Caremark tell us that we need to telephone them each time we order a medication and want it to go somewhere besides the primary address. What a pain and bother, particularly since it takes forever to get to a human being on their automated system. "Temporary change of address" is not an option we have yet found in that labyrinth.

Then we had a hard copy script to mail to Caremark, so we printed the appropriate form off of their website. Fortunately, we had another issue to discuss with their customer service folks and in the course of that conversation, we're told that "Oh no, don't use the Illinois address. Let me give you the correct address in San Antonio." What?! The website doesn't even have updated mail order address information? I suspect the address on the form actually relates to where the system thinks you live, so our two address situation may have played into that difficulty. But the customer service rep surely did not act as if that was the case.

All of the above was huge aggravation, but the meds were eventually getting to us and for the prices (or total lack of cost) promised. But then my husband's doctor faxed new scripts for several of his ongoing meds and bingo! Suddenly we were being charged for level 1 generic drugs that had heretofore been cost-free. Back on the phone to customer service and these phone calls last at least an hour, often more, every time. The rep finally was able to determine that we were being charged for our 90-day preferred mail order pharmacy (i.e. Caremark) level 1 drugs as if we had gone to a non-preferred retail pharmacy and filled three 30-day prescriptions. Where did that come from?!

And by the way, she could not do anything about crediting those charges back to the zero amount they should have been. But someone from Caremark will call us within 3-5 business days to discuss the situation and, presumably, credit the charges back to us. Then there is also a mystery charge that the customer service rep thinks is because a prescription that was entered into the system requires DAW (drug as written) treatment (i.e. no generic substitute). I was able to click on the script number in my husband's account and see that the drug type indicated that it could be filled with a generic. The customer service rep could not see the script or find out anything about it, but the same Caremark person who is going to call some time in the next week should be able to help me, I was told. Not holding my breath.

Quite apart from the medication issues, getting our monthly premiums to be automatically charged to a credit card has been a circus. From the get-go, we called the appropriate telephone number to set that up and each month we were assured that it had been set up in the system. But for three months it was not and I had to call to pay the bill over the phone, and try to set up the automatic payment again (although I was told that yes, it was set up but was just taking time to go into effect). Three months into this I again called a week into the month, paid the bill and was assured that the automatic charge would occur the next month. Six days later, I got charged automatically!

Today I was assured that we paid early for April, will not be auto-charged in that month, but the auto charge will occur all on its own come May. Why am I not holding my breath over that actually happening as it should? All in all, I would say that Caremark is incompetent in many ways (even their automated systems - from the phone to the website - suck) and the customer service reps with whom we have been dealing are both poorly trained and not empowered to solve even the smallest problem. It also bothers me tremendously to know that there are many Medicare-aged people who would have no idea that they were being charged incorrectly by Caremark.

So the bottom line for us is that we are putting no dollar value on the time we are spending trying to get things right and are watching all of this very carefully and being bulldogs about getting what is due us. If you cannot do both of those things, pick another drug plan with high service ratings. We may do that same thing come the end of this year, but maybe Caremark will finally get our situation right.

They basically hold your prescriptions ransom - that is if they ever get them. How do you lose a prescription? I mean really, how on earth can you lose someone's prescription for the medications they need to live a healthy life? My latest nightmare started 10 days ago when I went online to reorder my medications 10 days in advance. I noticed the price went from $3.40 to $ 430. I called Caremark Customer Service and the nice lady who probably started 2 days ago said, "Yes ma'am that is the price and you have been paying that for the last 2 months auto billed to your Visa card. You were not aware the price changed?"

I spent 30 minutes on the phone with Caremark on hold, "Let me check with my supervisor; I do not know why your Dr. says you can only have name brand medications - we do have this medication; hmmm, let me see for about $32." I told her, "Do not ship any meds to me until I call my doctor and my insurance because why would I pay $430 for medication I can get for less than $40 at any local drugstore?" When I asked why I was not informed that they had charged my credit card $430 without a friendly note of, "Dear Customer, do you know you medication went up by 100 times the price that you have been paying?" Or how about one of those nice little auto dialer calls they gave me 3 times a day when they were trying to get me to sign up? Her response was, "We do not run interference between you and your doctor! (As a side note, this is the only thing Caremark does well; that is send you letters about medications they will not cover because after all, your health is all that matters to them)"

So several days later, I found out that all the information the Caremark rep gave me was inaccurate and I am not and have not been paying $430 for my medication and it was not billed to my credit card. So now it was 4 days and many phone calls later, I ordered my medication. I was not almost out of my medications and had about a 3-day supply. I normally do regular mail and get my medications in 2-3 business days. So I paid $26 get my medications Next Day Shipping. I could not take the chance of running out so $26 after all I had been through seemed like a drop in the bucket. I ordered my meds on Wed., March 20th before noon. On Thursday, there were no meds - on Friday, it was the same thing.

I came home on Friday from a 50-hour work week and had to get up and go to work Saturday as well. At 8 pm Friday night, I called my local CVS - thank god - I could go there and just have them fill my prescriptions. I had already run out. Surely, they would not let someone go without their medications. Guess what CVS told me? They had no access to CVS Caremark! There was nothing they could do for me, to call Caremark and see if they could call in a bridge supply. What is a bridge supply?

Like a dummy, I called back the customer care number for some more abuse. I was on the phone with a very nice lady, Vicky, who had me on the phone 39 minutes. I was on hold for 35 of those minutes while she called a supervisor at home who I feel sure couldn't care less about some lady in Texas griping about her meds. Vicky came back on the line, poor thing, she tried. Vicky then said, "There is nothing we can do for you. Your meds are in Processing and we have no way to stop them and since they have been or will be filled, you cannot go get them filled again anywhere else."

The next morning, I called Caremark back. Maybe in the morning, someone different might have some ideas. I got good old Steve. Guess what Steve told me after I went through the whole story again (there are never any notes of past phone calls; I find that absurd - in this day and time every company has detailed notes of all the conversations they have with a consumer.)? Steve told me and I quote, "Ma'am, you did not really think you could order your medication on Wed. and get it on Thursday did you? I mean, really, did you think that ma'am? Well, let me tell you what I am gonna do for ya, ma'am. I am gonna waive the $26 overnight fee for ya. How about that? And I tell you what else I can do for ya, do you want me to file a complaint for ya? Then one of our Care Team can call ya? Hold on, this takes a few minutes but I am gonna do that for ya, ma'am. Oh and ma'am, in the future, you should have your Doctor write you two prescriptions, one for us and one for a 30-day supply so if this ever happens again, you are covered. You just go on down and get that 30-day supply filled. Then ya don't have to worry about it. That is what me and my wife do and we never have any problems. Ya see what I am saying?"

Okay, it is now Monday, the 25th, and it is going to be a long hard day without my medications again. I think Caremark should be shut down for the abuse they put the public through. When are enough of us going to say this abuse stops and do something about it? I think being left without your medications several days especially when those days are Friday, Saturday and Sunday when you can do nothing but be held hostage by Caremark is criminal, cruel and sad. It's very, very sad that a company is allowed to dump this type of abuse on the innocent public.

This letter is only my first step. This lady in Texas has had all she can stand. I am going to do everything in my power to put a stop to this abuse. That is what it is - plain and simple abuse!

On Monday, 3/11/13, I sent the hard copy of my prescription along with the Caremark registration form (as instructed on the aforementioned form) via USPS Express Mail from a post office in Clearwater, Florida (for which I retained a receipt and tracking number). On the CVS Caremark form, I elected to pay $23 (US) for urgent next day shipping. Using the tracking number, I was told on Thursday, 3/14/13, by a teller at the same post office that my package was delivered to the CVS Caremark PO Box at 09:42 on Wednesday, 3/12/13, and was retrieved by a CVS Caremark courier at 03:38 on 3/13/13. I obtained a copy of the return receipt, signed at the aforementioned time by A. **. That afternoon, I called Caremark to check the status of my order and was told that my order would require doctor's authorization before it could be processed. I then referred the matter to my neurologist, whose office provided said authorization. Caremark instructed me to call back within 24-48 hours.

Upon doing so on 3/15/13, I was informed by an unnamed representative that the doctor's office did not provide authorization, and to call back within 24-48 hours. I spoke with my doctor's office again and was assured that they had indeed called in an authorization, but that they would do so again. On 3/16/13, I then called CVS and was told that my order was processing but there was an issue. A supervisor informed me that my insurance company had indeed paid for the prescription; however, the pharmacy department at Caremark could not locate the hard copy of the prescription. However, they did have a photo image of the prescription in their computer system. I was also told that their system had shown that this prescription was filled at a local pharmacy and had to be transferred to their mail-order company. I explained that such a case would be impossible, as I had sent them the hard copy of the prescription in the same envelope as my Caremark registration, as per the instructions on the registration form. After a lengthy conversation with several representatives, I was assured that the issue would be resolved and to call back within 24-48 hours.

On 3/18/13, I spent over three hours on the phone with nine different Caremark representatives and supervisors and was informed that my prescription had been discontinued; however, I was never given a definitive reason as to why. I spoke with a supervisor in the Sunrise, Florida office named Manny ** who attempted to resolve this matter with a representative in the clinical department in Arizona named Courtney. This person assured me that my order was being re-processed before the call would be terminated, would not require any further authorizations, and that in addition, Caremark would incur the $23 cost of urgent next day shipping as a gesture to alleviate the stress of the situation. I was then informed that I could reasonably expect my prescription to be delivered within 48 hours.

On 3/21/13, 72 hours later, I called to check the status of my order. The first Caremark representative informed me that my order was processed and would be shipped out on 3/22/13 and delivered by 3/23/13; however, she would ask a supervisor to verify why it had not been shipped already. The supervisor told me that my prescription would need doctor's authorization before it could be processed. I was then told by another supervisor that this person was not a supervisor but another representative and that my order was being processed but would take 7-10 days before it could be shipped, which he then verified with another representative in the clinical department in Arizona.

During a conference call with the supervisor and the clinical representative, I was informed that there was absolutely no record of any correspondence prior to 3/18/13. I asked to speak to Manny ** and was told that they had no way of reaching him directly, and that their call center was not equipped with such a capacity. I asked the representative in the Arizona clinical department to connect me with the Courtney that told me the issue was resolved, and was informed that no such person existed. The only resolutions offered were that I could either wait 7-10 days for my order to be processed or I could find a local pharmacy for them to transfer my prescription to. I explained to them that as of 3/21/13, it had been 7-10 days since I sent the prescription in, and they rebutted with having no record of anything occurring before 3/18/13. I explained to them that the difficulty of local pharmacies in regards to this particular medication is what prompted me to use a mail-order service in the first place.

I explained that due to the nature of this drug, pharmacies will not tell me if they have it in stock and therefore, I wouldn't be able to have it transferred. I explained to them that even if I wanted to take my business elsewhere, I would not be able to do so as Caremark retained the hard copy of my prescription and had apparently lost it twice. I believe CVS Caremark's business practices to be unorganized, unethical and discriminatory. Their representatives have told me multiple falsehoods and representations and they are harboring sensitive documentation which is causing me further physical pain. Caremark has proven itself to be substandard and their representatives seem to assume no responsibility whatsoever for their actions.

When I told the pharmacist, he again insisted it wasn't CVS. We went back and forth for quite some time. Again, I was told to go home and contact my insurance, I decided, however, it was his job to talk to the insurance company since they told me it was CVS. He was clearly annoyed and stated, "I don't have the number." I supplied him with the number on the spot. In turn, he told me he had other customers and he would call after he was done and would call me later. Needless to say, there was no call. Trying to give him the benefit of the doubt, I waited till evening before calling. They then said my prescription was there waiting to be picked up! So I was never told it was ready. Would they ever have called me?

The next month, I dropped off the same prescriptions and said I would be back in a few hours. CVS said, "Great that's plenty of time." Of course, when I returned, they had not processed it and once again said that I had no drug benefits! I promptly pulled out the CVS Caremark card I was given and the pharmacist took it to the computer and spent 25 minutes inputting information. When I asked him what was going on, he said, "I have to re-input all your info and it takes a long time(!)." Not only did I have to wait for this, I then had to wait another 30 minutes for the prescription to be processed before I could receive it.

Today, I dropped off a new prescription at 5:30 pm. The woman who took it said, "Okay, this should take just about an hour. What's the best phone number to reach you at?" I gave her my cell and drove away. When I returned two hours later, a different pharmacist processed everything and pushed my Rx out the window. When I opened the bag, it was the wrong prescription, one I no longer take. After checking his computer, the man asked if I needed a medication I've never heard of. When I said I didn't know what he was talking about, he said, "This was dropped off today at 2 pm?" No! It was dropped off at 5:30! He went from computer to computer to the back, then to another pharmacist and I sat in my car for 15 minutes. When he returned to the window, he told me, "Oh we are out of stock on that one." Um, hello? Why didn't they call me at the number they asked for? The end result was he gave me 4 pills and said that the rest would be available on Monday.

I have spent hours and wasted time with this pharmacy and I am fed up. The big issue here is that these aren't antibiotics I'm waiting and waiting for; they are antipsychotic meds. You would think a pharmacist might notice this and perhaps try to be a bit more efficient and sympathetic. I cannot stand this pharmacy and would never recommend it.

In 40 years of my life, I've never received this kind of customer service. What happened to the usual “Ma'am, I'll be right with you. I'm in the middle of filling up a prescription”? And the sad part is that she didn't care; she continued to stare at me with that clenched mouth. I should have taken a picture! And the saddest part is there were other people working with her and no one gave me the answer. Everyone is so unhappy; perhaps maybe the pharmacist is the one who makes everyone else unhappy. I did complain to the manager. He said he would talk to her, but I don't think anything will change.

I did request from Theresa a written letter from CVS to what was going on. That letter had many good things to say and promises, but the problem was and is most statements weren't and aren't correct. No access to company email to have a dialogue with their policy holders and patients? CVS representatives can always email the pharmacy, but the pharmacist never gets the memo? Premiums just went up too, I believe, for BCBS Iowa in 2013 and this is the treatment we get? Come on, a kid could figure this stuff out better than both of these so-called health providers. Enough said!

Today, I received three medications in the mail: the blood pressure medication, another medication on my list that I don't need yet, and a medication I do not take. So I called Caremark and asked why they sent me three medications when I only asked for one, and why they sent me a medication I don't even take. Here we go. I was told that the entire list my physician faxed to them was being processed and shipped (Oh my God! I am: (1) disabled; (2) on Medicare (can you spell medigap?); (3) poor; (4) used to be a registered nurse; and (5) not stupid). I flipped out inside but maintained self control and manners until the ultra very end. I told them to put a stop on all the medications, and that I only asked for one blood pressure medication. What was up with them processing every medication and shipping without my needing or asking for them? I got disconnected from Caremark.

I called them back (horrible voice menu system) and got a human (finally). I went through entire verification process and told them the story for second time. I was told I had to be transferred. I begged not to be hung up on (placed on hold with extremely ugly annoying music). I explained the entire story to third person (are you keeping track?). I was told I had to be transferred to a pharmacist; I begged not to be disconnected again (eternal hold with ugly music). I looked at the minutes on phone, this time its 32 minutes and counting. Pharmacist eventually comes on line and explains her understanding of the entire story which is entirely wrong. So, I explain this story for the fourth time. She is unwilling to be understanding, unwilling to be helpful, and refusing to accept any responsibility for anything Caremark may have done with my medications. She told me I need to talk with my physician.

After so much time, realizing this woman is not going to be reasonable or willing to work with me, I feel like screaming into my pillow. I checked my bank account. Yup, I am being charged for these medications. I called my insurance company and filed a formal complaint with Caremark; explaining this nightmare for the fifth time today. By then, I was near tears. I mean Medco is far from perfect, but when it came to errors, they fessed up and deleted charges at least. Caremark? Nada. Dear God. Is this a foreshadow of medications from Caremark? Somebody help me.

My Atorvasatin which I have not ordered since October and has three refills they refused to fill saying I had received them in December. I was out of state in Nov. and Dec. and only returning in January! Why would I have a refill sent here when I wasn't home?! They have a hold on it until 2-17 but condescended to giving me a 7-day supply. I am totally out of it as well. They will process it on the 17th and then allow 7 days for handling. They are going to cause complications and deaths brought on by their mismanagement of their program. GE doesn't offer any other options, so unless I can afford to pay several hundreds of dollars for meds, I have no recourse or options. Help us! This is dangerous and a nightmare!

So, here I sit again today, a Sunday morning, needing a refill. There are no refills left, and no path on their website to take care of this. I can't even find a fax number to give my doctor. When I was with Medco, they would allow me to place the order, and then they would contact my doctor's office for a refill, if needed. So, today I have to send them a message, and hope that I get an answer soon, but most likely I will have to call.

I work a ton of hours and need to be able to take care of business at any hour or day. Any consumer-facing company should have a decent website to handle routine reorders without hassle. If I had any choice, I would have changed many months ago, but I have no choice but to put up with this horse and buggy nonsense.

This company is a totally screwed up mess and really needs to change things. However, I am not holding my breath to see any changes. Tomorrow, I will once again try to get an answer to my questions and get a ship date. If you are considering using this company's mail order service, please They will drive you crazy and have the absolutely worst customer service.