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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had it already! For many years, I have had problems with CVS and have had to file one complaint after the next because it's obvious I am not wanted as a customer! I relocated to a new area on April 8, 2024 and gave instructions to move my prescriptions to the new area of residence. Today I am notified that I have to get someone to drive me over an hour to go back to my old area of residence to pick up prescriptions there!!! This kind of disrespect has been what I have endured far too long, and obviously because I am a disabled senior male, they are hoping that I'll die soon!Let it be known that if that's the way CVS feels about me -- and it's obvious that I am saying the true story -- I can and will move my business elsewhere. I have an ExtraCare Plus membership for which I get nothing. I am entitled to home delivery for that reason, but forget about that. On their mobile app, I see only names and addresses of healthcare providers very far away from my current location. Don't say I'm imagining all this; I have lived with it for longer than I care to mention and if I can't expect better, and I can see I can't, I'll do what I can to move everything elsewhere and hope for better treatment!!!
Business response
06/04/2024
On behalf of CVS Pharmacy, Inc. I would like to apologize to ************** for the problem encountered with her order. Our CVS.com support team spoke with ************** and addressed her concerns. If we can be of further assistance, with ************** can reach out to our CVS.com customer support team at ********************************* ***************).Initial Complaint
05/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On multiple occasions, I have attempted to purchase my medications from CVS in Effort, PA on Rt 115. There have been unfulfilled requests, rude employees with horrible attitudes and really bad customer service from the ********************** **** in particular. There was an incident today predicated by an incident over the weekend. On Friday May 24, 2024, I went to fill a prescription but of course the time wasnt in stock (which was understandable). I was told to come back after Memorial Day to inquire further which I did. So on Tuesday May 28th, I made another attempt to fill my script. I asked one employee for assistance, he was unsure so he inquired with a female employee who was very rude when she responded I dont know when were going to get it!! from behind the counter, never looking up or making eye contact with myself or her coworker. I then asked the heavy set gentlemen behind the counter for help, and he was even more disrespectful and told me I dont know when well get that item,we havent had that item in months, Which of course was an untruth because I received the same medication every month for the last 4 months! His response to this was well youre lucky then, I dont know what else to tell you. Maybe call another CVS and theyll have it Now, unless Im mistaken, isnt it CVS pharmacys duty to reach out to another location to check inventory of a life saving medication? When I asked him if they could order it, his response was we dont order medications. Needless to say, I will no longer be a patron of this location, they can consider me one less customer they have to deal with, and I demand they change their policy and issue me an apology for this nonsense!Business response
06/01/2024
On behalf of CVS Pharmacy, Inc. I would like to apologize to ********************************* for the problem she encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
Our field leadership team has taken steps to address the issues raised by ******************, reinforcing with the pharmacy team the importance of communicating professionally and effectively to support patient care. In addition, field leadership team spoke to ****************** and apologized for the situation. ****************** also confirmed that she was able to get her medication at a different strength at another location as the one she was looking for is unavailable through our vendor.Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today, I arrived at my local CVS Pharmacy (#****, *******, **) to pick up my prescriptions via the drive-thru. The pharmacy closes at 1:30 PM. I was in line at 1:25 PM. The vehicle ahead of me took some time, and they pulled away right as the clock turned 1:30. As I pulled up, the staff was already lowering the metal screen and made eye contact with me. Instead of assisting me, they continued to close the screen.I had to honk to get any acknowledgment. My car clock still showed 1:30. The lady at the window told me through the speaker, "I'm sorry, you'll have to come back. We close at 1:30." I explained that I had been in line before 1:30 and that she saw me pulling up, but she insisted she couldn't help me, despite the fact I was already there. There were even other cars behind me that had joined the line before 1:30.Heaven forbid you help the customers who are already in line before eating your sandwich!I attempted to call the store, but only got a prerecorded message stating they were out for lunch.I called the company's 800 # and spoke to customer service. I asked for the contact info for the district manager. They were unable to provide it to me, but said the manager would contact me in several business days.THIS DOES ABSOLUTELY NOTHING TO RECTIFY THE SITUATION AND GET ME MY PRESCRIPTIONS TODAY!This experience was incredibly frustrating and showed a lack of consideration for customers who arrive on time. I hope ********************** addresses this issue to prevent similar situations in the future.Business response
06/03/2024
Good Morning,
On behalf of CVS Pharmacy, Inc. I would like to apologize to **************** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
The District Leader spoke with **************** at 1:30pm yesterday. The District Leader explained to **************** why they do lunch breaks a certain way. The District Leader informed her that going forward they will have a colleague place a sign to block the drive thru a few minutes prior to closing to avoid this situation. The District Leader also reiterated with the pharmacy team that they do need to service our customers appropriately.
If we can be of further assistance, **************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11081177.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
CVS pharmacy changed the quantity of my prescription from 60 to 30 pills without my authorization. This caused a gap in my prescription intake, which is affecting my health. The pharmacist added a refill for the remaining amount without notifying me at the time of pick-up or before the pick-up. Due to the lack of communication, I didnt notice the change in the medication quantity until I was home and thought this would be honored due to its being printed on the bottle. I contacted them on 05/23/2024 for the remaining amount of my prescription to which they claimed I had authorized to forfeit the remaining of my prescription when they called me to provide me details of the pick-up time. However, they never called me, mailed me, or informed me at the time of the pick-up of the change in the prescription quantity. I was notified about the refill by their app and a text message, which didnt provide notice of the change in quantity. I stated multiple times that this was never authorized and asked for proof of the call when they got my approval, but they did not provide a call date or details of the person who contacted me. This is going to cause me a lapse in my medication and an additional visit to my doctor, which will cost me money due to a mistake caused by their pharmacist. The pharmacist should not be providing half of a prescription amount and adding a refill if they are not going to be able to honor the refill. I would like to have proof of the consent they claim they received, and if this is not possible, they need to make their pharmacist accountable for their mistake. For them, this mistake won't bring them much harm, but for me, it will cost me time and possible health issues due to my lack of medication.Business response
06/04/2024
On behalf of CVS Pharmacy, I would like to apologize to ****************** for the problem he encountered at the local CVS regarding the filling of his prescriotion. At CVS, our goal is to make our customers' shopping experience easy. When we find that we have disappointed a customer, we believe it is important to understand what happened, and to take the correct action.
It is our understanding that District Manager ***** has investigated and addressed this matter with the pharmacy. The pharmacist ******************* was able to contact the patient while he was in store on 5/30/24. The pharmacist apologized for the inconvience and miscommunication. **** proactively has contacted the patients doctors office for a new script for the remaining balance for the patients continuation of therapy.
If we can be of further assistance, ****************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-********Customer response
06/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
CVS charging me a monthly fee, debiting my bank account, without any agreement or my permission $5.44 per monthBusiness response
05/29/2024
BBB Responds Approved and Sent to the BBB on 05/29/2024.
Good Afternoon,
On behalf of CVS Pharmacy, Inc., I would like to apologize to **************** for his experience with his ExtraCare Plus membership. Enrollment in ExtraCare Plus requires that each customer through a customer facing prompt, voluntarily join the program, including expressly consenting to the ExtraCare Plus Terms and Conditions, and provide authorization for the programs reoccurring charges to their credit card. ExtraCare plus members also receive confirmation of their enrollment and instructions on how to cancel at any time.
Our ExtraCare Plus team was able to connect with **************** to explain they are issuing a refund in the amount of $16.32 for the three months he was charged. **************** was pleased with the resolution provided by the ExtraCare plus team.
If we can be of further assistance, **************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11076433.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Initial Complaint
05/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
CVS has been threatening to unshelf my script (I have been unable to pick it up as I have been working 10 hours a day), so I paid for delivery. CVS gave me a time frame of today, May 27, between 9am and noon. By 10:30am the script was out for delivery. Then all of a sudden it was "undeliverable". No one ever came to the door or parked out front- we have a ring camera and can see. I was only refunded for the medication, not the failed delivery ($11). What happened to the delivery? Why was I only partially refunded? CVS needs to send a replacement immediately, at a time that is convenient for me.Business response
06/01/2024
At CVS, our goal is to be a trusted partner in our patients healthcare. As such, we appreciate ************************* sharing her concerns and the opportunity to address them here.
Our field leadership team attempted to speak to **************** but was unable to reach her.The Pharmacy manager was able to speak to Roadie, our third party delivery company. Roadie will be issuing a refund and contacting the patient directly to address her concerns.Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter's prescription was sent to the CVS pharmacy in **************, *********, **. I went onto the website to check the status and discovered that it was out of stock. I contacted CVS on 5/27/24 at 10:43 p.m. and spoke to the rudest associate who said his name was *****. I accidentally contacted the provider line and he became disgustingly rude! He said, "pharmacy". I advised I was calling about my daughter's prescription. He said, 'How can I help you?" after I'd already told him why I was calling. He rudely said, "Well you called the provider's line! I said, "I will hang up and call again if that will help." I ended the call and called back. ***** said, "I don't know what's the attitude for!" I advised it was due to his deplorable customer service. I asked his name and proceeded to ask AGAIN about the status of my child's prescription. CVS, if this is how you want your store represented, you have found the right employee! I will be moving all of my prescriptions to Express Scripts going forward!Business response
05/29/2024
Good Afternoon,
On behalf of CVS Pharmacy, Inc. I would like to apologize to Ms. ****** for the problem encountered with her local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
The District Leader called and apologized to Ms. ****** for her interactions with the overnight pharmacist, Chance. Ms. ******s concerns about her childs medication have been resolved. The District Leader also addressed the service and communication opportunities with the pharmacist.
If we can be of further assistance, Ms. ****** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11071840.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Initial Complaint
05/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been trying to get CVS to transfer Mr prescriptions to another pharmacy for 3 weeks without success. The customer service is horrible at this **********************. I have Parkinsons and need prescriptions next week. They normally have to be ordered by the pharmacy which takes several days.Business response
05/29/2024
At CVS, our goal is to be a trusted partner in our patientshealthcare. As such, we appreciate **************************** sharing her concerns and the opportunity to address them here.
Our field leadership team has taken steps to address the issues raised by ****************, reinforcing with the pharmacy team the importance of communicating professionally and effectively. The pharmacy manager was able to able to speak with **************** and they were able to go through the list of medications that she needed to be transferred.Customer response
06/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
************************Initial Complaint
05/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order # ***********, has been delivered on My 23, 2024. One item, # ****** is missing Ha called CVS at ************** (customer service), replied cannot send replacement for missing item.Business response
06/01/2024
At this time, we are engaging with our team members to investigate and resolve the customers concern as appropriate. ********************** will provide a further reply soon as possible, if there are any concerns regarding timing of a response,please let us know.Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
5/24/2024, I attempted to pick up a prescription for my daughter, who was at work. Upon arriving at the store, the lady who was helping the drive thru asked me a series of questions. I believe she asked for the date of birth and the last name. I provided my daughters information. The lady said there was no prescriptions ready, and my daughter said the refill request was submitted this morning. She asked me the name of the prescription and I told her I didnt know. She told me to call my wife and have her call into the store to have the prescription filled. First of all, I dont have a wife. Second, my daughter is 25 years younger than me. I told the lady multiple times I do not have a wife. She still proceeded. I asked if there was someone else to talk to and some guy came to the window. He was acting very similar to the girl, except with an attitude. Apparently he can exert his frustrations out on someone because he employs associate who cant listen. He said he was the pharmacist, and after today, I wont be doing any business at this location. I had to call and interrupt my daughter at work to get the prescription information. Of course within 1.5 seconds, it apparently appeared on the screen. Because the pharmacist wanted to be a jerk, he told me to come back in two hours. I asked if that was a specific request for me or they are that far behind that it would take that long. He said they arent behind. So, therefore, its being a jerk to me. Ill go back in 2 hours and we will see what tone they have for me.Business response
05/28/2024
Good Afternoon,
On behalf of CVS Pharmacy, Inc. I would like to apologize to ************************* for the problem encountered with his local CVS. At CVS, our goal is to be a trusted partner in our patients' health care. When we find that we have disappointed a patient, we believe that it is important to understand what happened and to take the appropriate action.
The District Leader was able to connect with **************** this morning and listened to his concerns. The District Leader apologize to **************** for his experience. Mr. ******* daughter is over the age 18 so at this time the District Leader was unable to review her prescriptions with ****************. **************** did explain that the wait time he was given was very long even after he noticed the prescription was not filled. **************** stated the prescription that his daughter needed was then ready in two hours and he was not happy about time it took or the pharmacists attitude. The District Leader advised **************** he would followed up with the team members involved and coach them accordingly. **************** was satisfied with the resolution provided by the District Leader.
If we can be of further assistance, **************** can reach out to our Customer ******************** at ********************************* ***************) and reference incident number S-11065592.
Thank you,
****** |Executive Support, Retail Customer Care
***************************************************Customer response
05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The information isnt 100% accurate, but I did talk to the district manager.
Regards,
*********************Customer response
05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The information isnt 100% accurate, but I did talk to the district manager.
Regards,
*********************Customer response
05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The information isnt 100% accurate, but I did talk to the district manager.
Regards,
*********************Customer response
05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The information isnt 100% accurate, but I did talk to the district manager.
Regards,
*********************Customer response
05/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
The information isnt 100% accurate, but I did talk to the district manager.
Regards,
*********************
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