On Thursday June 6, I called CAREMARK to refill a prescription. Since I needed the medication expedited and did not have the prescription number I talked with a customer service representative. During the call the CSR verified all of my information and even asked me if I had a CAREMARK card and offered to send a replacement card if needed. She confirmed all the information about the order and said that I should receive the prescription by no later than Monday June 10.
Friday June 7 %u2013 no medication %u2013 I feel rough but I know the prescription is coming so I can manage
Monday June 10%u2013 no medication %u2013 I continue to feel rough however I know the medication is ont he way so I continue to "manage" %u2013 It is just taking a bit longer than I expected
Tuesday June 11 %u2013 no medication %u2013 I call CAREMARK only to find out IT WAS NEVER SENT! - The CSR I talked to this time said that the prescription had expired in March and that I would need my doctor to call them with a new prescription. I told her that there were two prescriptions %u2013 an old one and a new one %u2013 within a matter of seconds she found the new prescription. Then she proceeded to tell me that all this could have been avoided if I had just talked with a CSR in the first place instead of using the automated system. I am not sure what type of records/notes the customer service representative use but if they were accurate she would have seen that I did talk with a person. I could not have used the automated system because I did not have my prescription number. She apologized and said that she would make sure the medication was shipped via express (no charge this time)
Wednesday %u2013 no medication %u2013 ok I just called the evening before %u2013 I understand it will take a few days to process
Thursday %u2013 no medication %u2013 this time I do not wait to follow up %u2013 I call and I am told the order is %u201Cin process%u201D
Friday %u2013 no medication
Saturday June 15 %u2013 I decided to call again to follow-up. I get a customer service representative by the name of Larry. I proceed to tell Larry the full story. Larry then pulled up the order and said that the status is %u201Cin process%u201D. I understand that the processing can take up to 2 days, but I had had called on Tuesday and it was now Saturday. He then checked again and said that the %u201Clabel had been printed%u201D which he said means that the order is not longer in process. He also offered to expedite at no extra charge. I said that the previous representative had said the same thing. He then said that he was checking the box on his screen for express shipping and described going into the system and putting %u201C0s%u201D on the screen just to make sure I did not get charged. After he exited the screen, he went back in to make sure the %u201C0s%u201D were saved.
At this point, I am not sure if I will ever get the order so I am going to Patient First today because I should have never gone for over a week without. My goal now is to make sure that I post this on every single complaint site that I can find and even though I am sure it will fall on deaf ears will be sending a complaint to every Board Member of CVS/CAREMARK INC. This information can be found on the investor relations section of any company.
I have worked for one of the oldest and most respected banks in the United States for over 20 years. I have held numerous positions and I am currently in a mid management level position. My company understands the importance of customer service and that is why the company has been around for over 158 years.
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