I am officially done with the mail-in prescription service from CVS Caremark. They have lied to me and treated me like dirt for the last time.
My husband takes medication for seizures. We have used the CVS Caremark mail-in service for over a year now for the same medication. We have had a few problems with them in the past, but none compare to the outrageous situation I now find myself in, just trying to get my husband his medication so he doesn't end up in the hospital with seizures this weekend!
My husband has been told by his neurologist and our family doctor that he needs to take the name brand medication, not the generic. It is noted on his chart and has always been noted on the scripts. For some reason, even though he's gotten the same medication for over a year, CVS Caremark decided to send him the generic this last time. They claim the doctor's office wrote it that way - maybe that's the truth, we'll never know. However, when I called to get it resolved, I was told by a representative named David that they would send a replacement overnight along with a prepaid label to send back the incorrect generic medicine. The next day came and went with no medication. Of course it was Thanksgiving and we were going out of town, so in the meantime, I had to call the doctor, get a week's supply written, fill and pay full price for the medication at a local pharmacy. I call back to CVS Caremark and get Sharice (sp?). Sharice clearly is uninformed of the basics tenets of customer service and decides to leave me on hold for 12 minutes without checking back. When she finally gets back on the line, she informs me that she is speaking with her supervisor because she can't see my order on her screen, but somehow he can see it. After holding another few minutes, she informs me the prescription was never sent out and that she "truly apologizes for any miscommunication on behalf of the prior rep" and ASSURES me that the prescription will be sent overnight and I will have it on Friday. Today is Friday. No medication. I call again and get Lori. I am again informed that the medication hasn't shipped. Now I'm really upset. Apparently they don't understand that I'm not asking for a replacement part for my leaky faucet, I'm in need of medication that is going to ensure my husband doesn't have a seizure and end up in a life-threatening situation. I am told that I can get the prescription transferred to a local pharmacy, but not only will it be for the generic medication, since they are claiming that is the prescription they have written, but I will have to pay for it! I'm quickly moving past upset and into livid mode now. I inform Lori that if she cannot make that happen, she needs to connect me to someone who can.
Several minutes later I am connected to Slade, who informs me that he is a customer service supervisor. I have to explain the entire situation to him and he then informs me that there is nothing he can do. He also informs me that if the prescription is transferred to the local pharmacy that they can only fill it with a generic and I will have to pay for it. Furthermore, I am informed that it's not their fault that I got the generic medication and so I cannot return it and cannot get a refund. Excuse me? I am going to have to pay for a medication my husband can't use PLUS go to a pharmacy and pay for the correct medication, which I should have had in hand one week ago? I have been lied to by two different reps and still don't have the correct medication. Slade also informed me that they would not guarantee an overnight reshipment, confirming that the two reps had lied to me. He didn't seem too concerned with that, which being a customer service supervisor myself, strikes me as a bit odd. Furthermore, he said that if they transfer the prescription, the local pharmacy can legally only fill it with the generic because they are stating that our doctor signed off on it for generic. I don't know about anyone else, but I have seen prescription pads. There are two options - "dispense as written" or "can substitute." "CAN substitute..." not YOU MUST substitute. I told Slade I didn't believe that was true, which he disputed with me. I could be wrong, but I don't think I am. Luckily I have a super nice local pharmacist who is willing to give us a weekends' worth of the correct medication. Monday I will be getting a new prescription from the doctor and going to my local pharmacy. I'll have to pay more monthly because the mail-in is cheaper, but it's not worth the headache.
Bottom line, CVS Caremark lies and does not care about the customer at all. S
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