CVS Caremark
Lack Passion for Customer Service

I arrived at the pharmacy to pick up a refill to discover that insurance was no longer going to pay unless I signed up for the maintenance program ($20 out of pocket for that refill). I had received no mail or request to sign up and no warning that I was about to have no coverage. I called the number and signed up for the program. I received no further calls and no prescription in the mail. Again, another $20 out of pocket. I called back and talked to another representative who only told me to call my doctor myself and have them call in my prescription. When I got to the pharmacy, I had to wait 45 minutes while they sorted out the order (apparently, Caremark had the incorrect date of birth and the order was on hold). I had received no call or contact telling me it was on hold due to an unmatching birthdate. Overall, the entire experience has been dragging on for two months with no one having a proactive interest in following the procedures needed for me to get a timely prescription at the insured rate. I look forward to my next open enrollment so I can switch insurance plans.

Company: CVS Caremark
Country: USA

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