CaremarkReviews of caremark.com

I had a medication faxed to Caremark.com from my physician’s office 3 days ago. Called Caremark today, was on hold 15” after repeating my order # & insurance info 4x, only to learn my medication was just assigned a tracking number today, but hasn’t left their facility yet. Since it has a tracking number, I can no longer expedite it by paying $18 or $23. It is being sent USPS from across the country & will take approximately 5 more business days to be delivered. Since it is a controlled substance, I must be home to sign for it which will require at least a day at home since who knows when our mail person might deliver our mail on a given day. Controlled substances cannot be reordered sooner than 28 days since the previous Rx of 30 was filled, so I can expect to be without my medication a minimum of 10 days every month. If there wasn’t a nationwide shortage of this medication, I would definitely not be using this service, but my local pharmacy has had it back ordered for over a month. I pray every night my marriage will survive this issue.

CVS, CVS Speciality, CVS delivery, CVS Rx . . recipe for disaster, especially if you anticipate the integration of systems. If your prescription lands in one of the many portals and you desire for it to move to the right location, good luck. And, if you call to inquire, please expect that it will now be your responsibility to chase down and move your prescription through its network of disrepair. To be specific, my doctor sends my meds to manage the holiday flu bug to what I assumed for the physical store, only for them to have no visibility into my prescription. I return home, receive an email from CVS Caremark saying it will be delivered in three days (not that I needed it immediately to fight the flu), so I call to ask for it to not be delivered but sent to my pharmacy location that I use weekly. Well, the agent indicates I have to call my doctor and have it resent. But, isn't CVS, one CVS? "Well, your doctor made the error, so that is the only way to correct the issue." So, rather attempting to solve, we have a five minute debate about process. How about you, Ms.Agent, move the prescription over to the store OR call my doctor's office and request? No, it's all on you as the client to manage their lack of technology integration. Beyond frustrated, as the amount of time spent managing between CVS Speciality, the physical pharmacy, CVS Caremark, and their tireless effort to pretend to offer delivery, is beyond exhausting. What happened to "solving" the issue, recognizing the importance of the moment (I have the flu but you want me to wait three days for my medicine). And, it was the day before Xmas Eve, so time was of the essence. Why, within the CVS network, is it necessary for the patient, client to spend their time moving prescriptions that obviously are being filled by CVS somewhere? Because of the enormous challenges of working within their silos of services, and getting agents that "CVS Care," this company deserves exactly the level of stars it delivers relative to service, one.

TLDR: CVS had a glitch. I paid over $3500, and they refunded less than half. As a two-time cancer survivor, I must take various medications and cannot afford to miss more than 1-2 doses in a week. When my insurance changed from employer-paid to self-pay via COBRA, CVS's computer system had an unspecified error that meant my medication was no longer covered. To be clear, my insurance coverage never lapsed and I had reached my out-of-pocket maximum for that year already. Before this, I had 0% out-of-pocket responsibility. Because I was almost out of my medications I paid for them myself with a promise from the pharmacist that I would be refunded. This happened two months in a row and cost me over $3,500. After the system was fixed I submitted a refund request and received a check for less than $650. Several refills had been mistakenly labeled as duplicates, and few if any of the remaining medications received a full refund. Naturally, I disputed this amount, and after a few weeks, I received another check. This one was for less than $750. When I tried to dispute this again, I was handed to the representative who is paid to just tell the caller "No" in as many ways as needed, up to ignoring what I said. When I called another time I was put in touch with a consumer advocate, who told me that he wished things were different but there was nothing he could do. Apparently, it is company policy to only refund the discounted wholesale amount the company pays, and not the higher price an individual has to pay, despite the fact that the company is at fault for the problem. Most of the people answering the phone were incredibly helpful and friendly, and I understand they were merely messengers carrying bad news. The company policy itself is what is incredibly frustrating and abusive. Cancer is expensive, and if I had not been given money from friends and family to help pay for it my family would have $0 in our bank. This money was not just an inconvenience.

Worst company in the world. I got a letter telling me that I should take an over the counter antihistamine instead of insulin, which would no longer be covered. When I complained, THEY filed a complaint against me, with my employer, trying to get me fired. Sadly, I have to use them with my insurance policy. They never get refills (all for maintenance medicines) correct. They send me stuff I have to throw out, don't send me essential items. I spend hours on the phone explaining over and over and over my fairly simple needs - as a diabetic for 40 years now. Far worse than any pharmacy benefit provider I have ever had.

Caremark accepted my refill, promised to refill it monthly as required by ALL recipients of this particular medication, and then failed to refill it or notify me that they weren't going to refill it causing to run out of medication for several days. After I tried to contact customer care in order to find out where my prescription was, they gave me several contradicting stories, were incredibly callous, and totally uninterested in fixing the problem for me or other customers in the future. Take your prescriptions elsewhere if you want them filled reliably