caremark customer service

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Jeff dvorsky

Gilbert, AZ

#1 Nov 16, 2007
Caremark has horrible customer service. They advertise that you can order your prescriptions on line - big deal... thats all you can do is ORDER. any status that says pending is not explained, any status that says "returned" is not explained, any status that says shipped does not allow you to find out which one was shipped. You must call to find out anything about your web order and when you do call, you must call at least 3 times because you have to keep track of the different answers from the various reps. I stop calling when I hear an answer more than once (I figure if two people tell me the same thing, there a descent chance its correct). I will absolutely discuss this with any one remotely interested in caremark.
Jeff dvorsky

Gilbert, AZ

#2 Nov 16, 2007
oh, and by the way, the order status of "pending", or "returned" is something I had to discover my self. When I realized that my prescriptions were way over due, I logged in to find these dea end statuses. You would think that when they ask you for your email address AND your phone number, that they would actually use at least one of them to let you know of a delay or problem. They must think your medication is optional, like ordering candy or some self-indulging fancy food item, because they certainly don't think you need it by their level of interest in any delays to your order. Customer service from caremark - is nonexistent. I would love to hear from Caremark about these posts - it would surprise me if I heard from anyone with any power to change things. Most reps don't have a clue because they all ask you to hold on [while they go read about my coverage]. What an annoying service to work with.
Robin Case

Ashburn, VA

#3 Feb 19, 2008
Jeff dvorsky wrote:
oh, and by the way, the order status of "pending", or "returned" is something I had to discover my self. When I realized that my prescriptions were way over due, I logged in to find these dea end statuses. You would think that when they ask you for your email address AND your phone number, that they would actually use at least one of them to let you know of a delay or problem. They must think your medication is optional, like ordering candy or some self-indulging fancy food item, because they certainly don't think you need it by their level of interest in any delays to your order. Customer service from caremark - is nonexistent. I would love to hear from Caremark about these posts - it would surprise me if I heard from anyone with any power to change things. Most reps don't have a clue because they all ask you to hold on [while they go read about my coverage]. What an annoying service to work with.
I can sympathize with the very same issues as you experienced with Caremark. The most frustrating company I ever dealt with in my life! They constantly change the rules depending on who you speak with or whatever day it may be. From the first person that answers the phone, to the senior resolution representative up to the manager of the group.

I have been using a maintenance medication for over two years and they filled it all that time. Suddenly, it was denied twice - only by finding out on the website. My doctor tried several times to give them every diagnosis indicated for this medication. Denied again. His diagnosis did not fit the parameters of my plan. So, let's get this straight. Caremark is the expert regarding my medical care? They take it upon themselves to over rule a nationally recognized specialist? Interesting. Maybe it has something to do with the price of this drug? Maybe they don't receive a "financial incentive" as listed in tiny type on their formulary list from the pharmaceutical company? I don't know. They've humiliated me, treated me so rude and made too many errors with my medications, delivery, non-delivery, losing prescriptions, etc. I had to appeal to our benefits manager at my job. Still don't know if they will fill this latest one.

I finally wrote their "executive care team" with a detailed report, names, dates, times, the instructions given to me by all of the people I spoke with relating to this latest mess. Then, I listed every problem in the three years I've been using them. My notes are stuffed in an expandable binder. I doubt they care and will respond.

What I really want to know is - how in the world did they get the JD Power award for customer service satisfaction? Who did they interview? The customer service people I spoke with had no clue whatsoever, couldn't even complete a sentence or acted like I was interrupting their coffee break. Google their name. Check out pages and pages of incompetent examples form this company. You will see things all too familiar and a pattern of very poor service. All I can say is, it's frightening that this company manages prescriptions for people like me with a chronic illness.
michelle

Morton, PA

#4 Sep 27, 2008
Caremark is a lawsuit waiting waiting to happen! They screw up everything! They can't get a single order correct. I have probably called and e-mailed, as well as paid three times for the same things, and STILL HAVE NOT GOTTEN MY PRESCRIPTIONS! They owe me not only the prescriptions that are needed for my health- obviously- but they owe me all my time calling and e-mailing and wasting all this ime- one can only wonder how reliable their drugs are! How do we know we are getting the right medications. They rival Sears and Verizon for the number if incompetent staff they employ.
Mary

Houston, TX

#5 Nov 6, 2008
I dealt with Caremark for 5+ years and HATED it! They would mess up orders, not fill orders, lose orders, etc. I OFTEN had to get the doctor to write scripts that I could take to the local pharmacy because Caremark took 3+ weeks to process and send REFILLS.

Mom died in April 2006 and I thought I was done with Caremark. WELL GUESS WHAT?! Hubby's company changed from Medco to Caremark effective September 2008.

I just spend HOURS trying to get registered online, order two refills (Medco transferred all scripts), and mailing a new prescription. I spent forever on hold and finally hung up because I got tired of waiting. THAT is the norm. You ALWAYS get the recording that they are busy/backlogged and that there is along wait.

So now I will wait to see if and when they process and mail my two refills and one new script. I will BET that it takes over a month to receive them!

I HATE CAREMARK!

Mary
Disgusted

Missoula, MT

#6 Jan 16, 2009
Recently our company changed our prescription benefit plan to Caremark (should be we really don't care mark). 3 weeks ago, we out former provider (Anthem), I paid $20 a month for my prescription, one I cannot take a generic form of which has been documented by my physician. I went to refill and Caremark wants me to pay $282!!! So, what does that tell you - they don't care if people are sick or die as long as they can make up their profit margin. People should be appalled and companies should not use Caremark as a prescription provider. I now have to be off of my meds as I cannot afford that. I urge everyone that has a choice not to support any business that Caremark owns. This is a company that is blatantly putting America's health at risk. If anthem could provide the drug at $20 (as my insurance premium did not go down, as the company advised it was a more cost effective plan - for whom??!!??) then Caremark is being scandalous and morally bankrupt for choosing to put people's life at risk - I hope there company goes bankrupt as well.
JIM BOB COOTER

Knoxville, TN

#7 Feb 3, 2009
You know, I thinks it's hilarious to see you guys bashing Caremark especially on price. You all need to do your research as far as on how your copays are structured. First of all Caremark does not set up the plan, it's done by your employer. Secondly, that plan is only administored by caremark NOT managed. So thank your employer and then talk come to talk me.
Disgusted wrote:
Recently our company changed our prescription benefit plan to Caremark (should be we really don't care mark). 3 weeks ago, we out former provider (Anthem), I paid $20 a month for my prescription, one I cannot take a generic form of which has been documented by my physician. I went to refill and Caremark wants me to pay $282!!! So, what does that tell you - they don't care if people are sick or die as long as they can make up their profit margin. People should be appalled and companies should not use Caremark as a prescription provider. I now have to be off of my meds as I cannot afford that. I urge everyone that has a choice not to support any business that Caremark owns. This is a company that is blatantly putting America's health at risk. If anthem could provide the drug at $20 (as my insurance premium did not go down, as the company advised it was a more cost effective plan - for whom??!!??) then Caremark is being scandalous and morally bankrupt for choosing to put people's life at risk - I hope there company goes bankrupt as well.
hmm

Bernie, MO

#8 Feb 4, 2009
I'm thinking of sending a complaint to Caremark, the Blue Cross/Blue Shield plan I have and whatever government agencies might be able to help. I have dealt with this horrible company for over a year and it is a frustration everytime. There HAS to be something we can do. I have to wait over a month on prescription everytime they are filled. I've called everyday for two weeks and everyday it's a different price and day that it will be mailed. When I check online everything is pending. I can only use caremark mail order if I've had the prescription in the past, so I have no choice. I've gone 2 weeks now with no medication and still have no idea when I'll get them. I spoke with 3 different people today and they all said that they have no idea. Well the 1st person said it was mailed last week until I questioned that then it was pending and she had no clue when it would bemailed. I saw my doctor and tried to get a prescription for a week or two to hold me until they finally mail it and just pay out of pocket for it, but they would not do that since they just gave me 3 a month prescription a month ago. This is a nightmare!!
hmm

Bernie, MO

#9 Feb 4, 2009
JIM BOB COOTER wrote:
You know, I thinks it's hilarious to see you guys bashing Caremark especially on price. You all need to do your research as far as on how your copays are structured. First of all Caremark does not set up the plan, it's done by your employer. Secondly, that plan is only administored by caremark NOT managed. So thank your employer and then talk come to talk me.<quoted text>
Why come talk to you? Can you do something about it? I've researched their prices and Caremark/CVS pharmacy has great cheap prices, but what good is it if you never get your medication on time. I know that my insurance plan is responsible for limiting me to Caremark, but that is no excuse for taking 3-4 weeks to fill orders. When I go to a pharmacy, they do not tell me to come and get it in a month. That is a deficiency on CVS's part. Other than going to two doctor's at once, there is not much I am able to do. My doctor does not give prescription more than a month in advance so I end up going without meds everytime. There is not a CVS pharmacy within hundreds of miles of my home, so that is no even an option.
Katt

Hermitage, TN

#10 Mar 16, 2009
hmm wrote:
<quoted text>
Why come talk to you? Can you do something about it? I've researched their prices and Caremark/CVS pharmacy has great cheap prices, but what good is it if you never get your medication on time. I know that my insurance plan is responsible for limiting me to Caremark, but that is no excuse for taking 3-4 weeks to fill orders. When I go to a pharmacy, they do not tell me to come and get it in a month. That is a deficiency on CVS's part. Other than going to two doctor's at once, there is not much I am able to do. My doctor does not give prescription more than a month in advance so I end up going without meds everytime. There is not a CVS pharmacy within hundreds of miles of my home, so that is no even an option.
If you placed your orders on time and did not wait until you were out of meds you would get your order on time.By your own words u r saying that your doctor does not give you prescriptions more than a month in advance how is that CVS/Caremaks fault?
You can simply have your prescriptions written for your 3 months supply and refills good for a year and if your Dr. cannot do that for you then u need a new Dr.
You have to think about the mailing time ......hello CVS/Caremark is NOT affiliated with the postal service so if we mail your order and it takes them a while to deliver.......of course to you its Caremarks fault?Then if u r asked to pay more to use UPS or Fedex u will cry about that too.Plan better and u will get your meds on time.Caremark has alot of customers who love the services because they order their meds on time.
PSOED

Tinley Park, IL

#11 Apr 10, 2009
I have had only one issue with Caremark up until now when a medication was sent to me with the incorrect dosage and amount. It was quickly cleared up. This time however, I have been waiting an extraordinarily long time for my medication (and I ordered it on time). I requested next day shipping for the first time, and I'm wondering if it's because of that. Normally I'd have my refill already, and now I will be out by the time it gets to me.
The website tells you nothing. It has been processing/pending for the past eight days!!! At the very least, there should be an explanation or an expected ship date. VERY AGGRAVATING!!!
Upset at Care mark

Kent, WA

#12 Sep 2, 2009
Caremark has messed up my orders and are making me pay for it and will not mail me my heart meds until I pay the 300.
I guess they do not care I can have a heart attack any day without them, I am unable to afford medication out of pocket.
My husband thought he worked it out with them and paid my current co pay and was told it was shipped, as of today I am told they are not going to be shipped until I pay up.
I told them my husband talked to them and worked it out, they are unable to locate the notes.
They are rude, stupid bunch of people that need to be sued.
Gretchen

United States

#13 Sep 28, 2009
I just took a prescription for Tamiflu to be filled for my child who was diagnosed with H1N1 this morning. The problem is that there is a national shortage of liquid Tamiflu for children due to the flu outbreak. The pharmacist can compound the adult med. into a children's liquid though. Well when I go to pick up the prescription the pharmacy tells me that it will be 257.00 since Caremark says I need prior approval for a compounded medecine. The prior approval will take 3 business days! Well the problem is that Tamiflu is only good when given within the first 48 hours of symptoms.
I'm going to pay because I love my little boy and this H1N1 is scary stuff especially since I also have a 5 year old and a 6 month old in the house. I am ready to jump on any class action law suite against the SOBs because if I couldn't manage to put together the cash my child and maybe even more of my children could end up in the hospital or worse from this flu all because the greedy bastards have this policy. They know there is a national shortage of the children's liquid and in this situation you can't get prior approval because you don't know you are going to need the meds. Please tell everyone you know about this company and others like it. It we can't get things fixed in this country when it comes to health care I'm ready to move north!
unethical

Oakland, CA

#14 Oct 29, 2009
This company sucks, sucks, sucks. They have something called a "bulk up policy". This means if your doctor orders a 30 day supply, they "bulk up" the order and use up any refills to get you a 90 days supply. Mind you the min. is 45 days. Hmmm... They don't reject the order for being less than 45 days, nor do they increase it to 45 or 60 days.
I called several times and they claimed the doctor ordered more. He did not (ask for the DEA and LIC of the doctor that did the authorization). Then they came back and said why didn't you call earlier? Well does it matter as you have stated you don't take back partial orders?
What a fkin set of unethical losers.
unethical

Oakland, CA

#15 Oct 29, 2009
anyone have individual contact numbers as Caremark HQ to contact a senior person?
jgreenwood

Peabody, MA

#16 Jan 18, 2010
I have had nothing but nightmare with Caremark! I had BS/BC for year and the used Express Scripts. I never had the problems with them. It takes 3-4 week to get a script and if there is a problem the do not tell you. You get a delayed script email and have to call to find out what the problem is. This is throught Tufts so it may be a combination of issues, but my son has run out of his meds twice this year. NOT ACCEPTABLE!
loyal employee

Chicago, IL

#17 Jun 1, 2010
What is really sad is "you people " (caremark members favorite name for us) bashing Cvs Caremark for things we cannot control. It is your responsibility to know your plan design (chosen by your employer), contact your mdo for rx's (correctly written for the days supply you are wanting), obtain prior authorization for those medications that are regulated by the FDA (protects your doctors ass), making sure you order them on time, following SIMPLE instructions. Take accountability for your mistakes or your "oh so perfect doctor" . I don't get paid enough to listen to people curse at me over something we cannot control. Shut up! The majority of people who experience problems with Caremark are those who will NEVER be pleased. The people I like talking to are the intellectual, simple minded optimistic yet practical atheists of the world. Have a beer or take a chill pill. Shit, I will even "bulk up" your chill pill rx, since your doc made the error of only writing it for 30 days. There are no minimums for mail order, get your facts straight. The only minimum is the effort you complainers put into taking control of your life. Thank you for using Cvs Caremark, have a stellar day!
Pharmacist Idaho

United States

#18 Jun 16, 2010
Please don't tell me employers have set up the Caremark/CVS programs--the programs were sold "cheap" to employers w/o disclosing the truth as to what could be expected by their employees (these people live with the results Caremark provides after the fact). It is amazing an alternate pharmacy could call the prescribing physician and verify/clarify any necessary changes or formulary problems and get any prescription problem corrected within a matter of hours for their patients and Caremark dumps all the problems created back on the patient to correct (employees of the company they sold their bill of goods to.) Fortunately most Caremark employees will age and have their old age issues as well and they will have to live with the problems they created--I only wish we could all listen to them cry then. Also, if CVS/Caremark cannot control the product they are selling to employers, they should not be able to sell it. This is a note from a pharmacist that deals with Caremarks's crap and the problems created for their insured on a daily basis.
loyal employee

Chicago, IL

#19 Jun 21, 2010
Cvs caremark is not an insurance company, we are an administrator
Know your stuff!
In the know

San Antonio, TX

#20 Jun 26, 2010
Caremark does not make the rules regarding your rx plan, Your company does. They are simply managing the plan that your company decided upon. Each company has their own plan design, and the reps has to base their answers to you based on each specific plan. It is difficult for Caremark employees to tell you the facts but unfortunately they have to do so. If the news is bad then appeal

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