CVS Caremark
Incompetent customer service reps, flawed system - customer service

CVS Caremark has a lot of issues: lack standard procedures, communication between various sites, poorly trained customer service reps, to mention a few. Physicians and customers are forced to contact them numerous times and try to get answers from incompetent customer service reps who, for example, do not have access to drug brand names and the corresponding generics so they (and the system) are easily confused by simple questions. And when forced to follow their procedures or recommendations, you end up creating a new problem and no medication. There is no systematic way to get anything done there as the reps either cannot read or do not follow the protocol for answering customer questions. You can talk to 5 different reps and get 5 different answers. Scary.

Company: CVS Caremark
Country: USA

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