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Caremark Rx is one of the big three pharmacy benefit managers, companies that supposedly save consumers and, not least of all, their insurers big bucks on prescriptions. But these savings, if indeed they exist, all too often come out of the consumer's hide, as the complaints in this section demonstrate.
Geoff of Kirkland WA (07/02/08)
Each time I have called to place an order, I'm told to call another company to see if I'm enrolled in their program (the other company's). So I had to run around and spend another 90minutes of my morning on the phone and at doctor's offices to get a prescription benefit program card to enroll with. I get enrolled, as Caremark asked me to.
I call Caremark to give them the information, and Tanya stated that she now had to call and confirm with company that I was indeed enrolled. So now I'm waiting another 24 hours to place an order for the drug. Also, I've had 2 different answers about how much Caremark is going to cover in this co-pay. I've heard 50%, I've heard 0% until I meet my deductible, nobody has a clear answer tehre.
Financially, it's going to cost me either $75, $700, or $1500. Those are huge gaps to have hanging out there. Figure it out, giant Pharmacy. Physically, the wait worsens my condition. Caremark is a business, remember that. They are open for profit (search the internet for some of their past actions, not pretty), and so far pretty unhelpful.
Racille of Billings MT (07/02/08)
Back in April of this year, my provider faxed all of my prescriptions to Caremark at my annual check up. At the beginning of June, I went in to refill my prescriptions online. I had no refills. I called my provider and asked them to fax them in. They had already faxed them in April, something I already knew. But they re-faxed them for me anyway. Approximately 5 days later, I went in to check my order status. There was no pending order, so I emailed them. I got their standard we have 5-10 business days to process your order. I went in today, more than 10 days after they received them and still no pending order.
So I called Caremark. The representative could find no order. She discovers that Caremark cancelled my order stating the meds had been discontinued. Not true. My provider just faxed them in. During this time, I have had to go to a local pharmacy to obtain a refill of one of my meds because I was out. It cost me triple what it would have had I gotten it from Caremark. I now have to contact the Caremark fast start in the morning and my provider AGAIN. Then wait the eternity for my meds to arrive, that is if the order goes through the 3RD time. I am a nurse and have never seen anything so reprehensible. How can they continue to treat patients this way? My life is stressful enough without adding this to the burden.
I had to cut back on one of my meds from 1 2 times per day to one every other day, just to get through until my meds showed up (which they haven't yet). The meds I am on when stopped or decreased abruptly, cause aweful withdrawal symptoms. It affects my entire life. I paid triple what I would have if I had gotten my mail order like I was supposed to.
Ronald of Bellport NY (05/06/08)
The word incompetent fully describes Caremark. it seems as though they can not accomplish the simplist task successfully. i'm exhausted from the stress that i've endured due to them not being able to act responsibly and see that a prescription was delivered on time. the busy executive that i am, i have no more patience in dealing with Caremark. because i had not received the prescription, i had no choice but to ween from the drug. cold turkey!
Any professional would tell you that you cannot just stop taking a drug. weeks later, the drug still never arrived, and their customer service staff has no record of such an emergency of my drug being needed. do have the time or energy to gather up documentation from my doctor who worked with Caremark on this matter several weeks ago? the answer is NO. my mission now is to report that Caremark is incometent.
Norman of Springfield PA (04/09/08)
CVS CAREMARK has processed a claim on 3/17/08 that should have been billed to Blue Cross Blue Shield and covered at 100%. Since CVS Caremark processed my claim as a prescription claim and not a medical claim I was charged over $1308.76 for a copayment. The total amount of the claim is 4310.50. A representative / manager at Caremark stated that this claim should have been denied and billed to Blue Cross and Blue Shield and covered at 100%. CVS CAREMARK admits their mistake but refuses to reverse the charge and correct the billing. I am requesting a reversal of charge for $1308.76. Caremark refuses to adjust.
Caremark charged my credit card for over 1300.00 and will not reverse the charge.
Tracy of Seymour TN (03/24/08)
I had mailed in prescription with specific instructions to fill for generic 3 month supply only as our insurance will not pay unless generic. A week later I get the brand name and was charged $100.00 instead of the $15.00 which it would have been.
I contacted customer service and they said the doctor had signed the dispense as directed. They did admit that they saw where I requested generic only but did not think they needed to contact me or the doctor to verify anything or to tell me this was not possible even though I had requested it. I asked them if I had been standing there and had requested that would they not have talked to me and said they or I need to contact the doctor to get it straight? They said it did not matter what I put in the special instructions box. I then said why does your form have that box to fill out and why did you pay attention to it last month when I wrote to put the prescription on hold? They even emailed me to say they had put it on hold so it mattered last month. Yet this month's instructions were totally ignored with no email. So beware if you deal with Caremark and have a problem, customer service could care less about the customer and will not help in anyway!
Dr. of Monroe Twp NJ (03/11/08)
I am a senior citizen and get my drugs using Medicare Part D through Caremark.com. I ordered a drug that cost $61 last year. They mailed it, and after mailing it, informed me that the cost is $213.00 because it is a Tier 3 drug. I said I would like to return it and get the cheaper drug. They refused.
No business can ship a product without informing the customer of the price. I checked on their website daily, and they did not tell me the price until after they shipped it. Please investigate this, and do what is necessary to stop this unfair business practice. Thank you very much.
Annie of Ridgeville SC (02/18/08)
I was reading your article on Caremark and decided to voice my problem. I have been on Norvasc for 6 years and always used the RX CVS. I was told about 6 months ago that CVS was going to the Generic for Norvasc (because of the cost), so I took my prescription to Publix. On the second and third refills I had to make two trips in order to have my complete 30-day supply filled. I live 34 miles round trip to the nearest RX and gas is almost $3.00 a gallon. I then had Publix switch my refills to the RiteAide just down the street. I had the same problem there.
I spoke with my physician about the generic because last year they gave me a generic in a different prescription; and my body had a bad reaction to the generic, so my Dr. requested I stay on the brand name. I only have to pay $17.49 for the brand, and I don't understand why CareMark is trying to push everyone into the generics, especially when your body cannot tolerate them. I guess they are even making it harder for the pharmacies to obtain the brand names.
My doctor is concerned that a change from the Norvasc to the generic might affect my body like the generic of another medication did last year. It made me very ill. I was on Synthroid for about 8 years; and the CVS filled it with a generic, and my body could not handle it. Once I was put back on the Synthroid I started getting better in just a couple of days and continued to get better until I was back to where I should be.
Pamela of Tucson AZ (01/15/08)
In mid-December, 2007, I received a notice from Caremark stating that all new prescriptions had to reach them by 11:00 am, December 28, 2007, in order to be applied to my 2007 deductible. My AT&T benefit plan describes a calendar year running January 1 through December 31. As soon as I received this notice, I notified my doctor, a specialist located 300 miles away from me. He was able to rewrite and send me a new prescription on December 20, 2007. I received it on December 26, 2007. I immediately took the new prescription over to my main post office and paid $16.75 to have them overnight express my order. The tracking information shows that my order arrived at Caremark's pick-up point at 9:39 am on December 28, 2007, which met their deadline.
However, Caremark didn't bother to have anyone pick-up my prescription until the following day. I was then informed that my order reached them too late to be applied to my 2007 deductible. Because Caremark refuses to refill my order under the 2007 calendar year, and I cannot afford to pay them $1200 for this medication, I will now have to abruptly stop taking this drug which can seriously affect my health or find someone to lend me the money. Even though I met their deadline for prescriptions, I would like to know if a company, such as Caremark, can make an arbitrary decision and change the definition of a calendar year? How can they refuse to fill prescriptions when they are actually received 3 days before December 31?
Thomas of Fort Myers FL (01/04/08)
My prescription was in their hands on December 20th. As required, they have 10-14 days to get the prescription to me. As of today, they still have not filled the prescription, let alone mailed it out. The representative said it would be over-nighted and be in my hands today (01/04/08) As of today, it is still not received, I am out of my prescription, and they have no idea when I will receive it.
This prescription is insulin for diabetes and it has affected my health.
Kenneth of Baton Rouge LA (12/28/07)
My medication was held for no apparent reason until I called. Two prescriptions were delivered with thirty day supply instead of ninety, for same cost. Now I copy every prescription before mailing. I take Benicar for blood pressure, the cost is the same regardless of number or strength. I run out of pain meds because they claim they cant read it when my copy is clear. No medication is below $20 even when actual cost is less.
I ran out of medication for pain, taking numerous over the counter which is unsafe. I made extra trips to doctor to get prescriptions. I have the stress of headache of constantly calling Caremark and doctor to resolve issues. Stress has a direct affect on my health, fibromyalgia and neuropathy, in addition to high blood pressure.
William of Erie PA (12/15/07)
My wife received a product from Caremark. They billed me for a certain amount and I returned their bill with a request that they send me a bill showing all charges in detail, and the pay date. I have requested this three times yet have heard nothing. Now I am getting calls from a collection agency for the amount. I am 65 years old and you might find this hard to believe, but I have never been late on any bill in my life. I want them to remove my name from the collection agency and to respond to my three requests. Thank you for any help you can render.
Eugene of Boonton NJ (12/13/07)
I mailed a prescription to Caremark (Box 659541 San Antonio TX 78265), which by the time it arrived I was no longer required to take. I called their number explaining my situation and asked if I could mail it back to them. Since the seal on the bottle was not broken or tampered with, I thought it was a reasonable request. They refused to take back the product but would not give me a reason why my request was denied.
They billed my company for the prescription, and me for a $22.00 co-pay.
John of Toms River NJ (10/26/07)
Refused to fill a prescription because Caremark pharmacist determined that the dosage was too much. Even though similar Rx same dose had been filled in past. Since doctor didn't respond to Caremark request for clarification, prescription was not filled. Only after repeated phone calls did I find out that pharmacist could NOT determine amount of prefilled bottles to send to me. A little math goes a long way.
Rx read:
Apply 10 pumps(12.5 grams) to skin once a day. Supply 90 days.
Medicine comes in sealed box of 2 bottles(75 grams each bottle) of pump medicine. Have had too many problems with Caremark cancelling Rx without ANY notice. This was last time without complaining to outside agency.
I will have have muscle wasting,impotence and decreased sexual desire, fatigue and loss of energy, mood
depression, regression of secondary sexual characteristics and osteoporosis. Hypogonadism is a risk factor for osteoporosis in men.
Michael of Philadelphia PA (10/12/07)
1. Sent in prescription for percocet and wrote on it; do not fill if it costs more that $116.70. They filled it any way for $137.56. When I told them to cancel the order and send back the script, they told me they can't because it has already been filled.
2. They charged me $321.42 for Omeprazole - 180 count- which is a generic of Prilosec OTC.
3. They still have my prescription for Toprol which they have told me it had shipped. I cancelled that order because they were trying to give me the generic which is Metoprolo. The script calls for 3 refills which on the 1st order they gave me Toprol.
4. They have my prescription for percocet since September 24, 2007. I am without my pain medication and if I don't get it, I will be going to the ER. They would not fill it and supposedly sending my script back. They tell me it could take 15 days. Why does my script only take 2 days to get there?
5. I ordered Tricor on the first order and it cost me $119.76. I reordered it and it cost me $200.73.
I am now starting to get chest pain and pain in my arms. I never thought I would have to put up with a lack of concern for another being. I was impressed because they brag about an award. CVS/Caremark Corporation Ranks Among Best in J.D. Power and Associates 2007 Retail Pharmacy Satisfaction Study(SM). Let the word out. If you value your life, stay away from Caremark.
Having mini heart attack and in so much pain I am in bed 24/7.
John of Winchester VA (10/10/07)
Caremark Prescription Mail Order Service is required by my federal government insurance carrier, National Association of Letter Carriers Health Benefit Plan, Ashburn, VA. My doctor prescribed four prescriptions for one year - available every three months (90 day supply). I received the first 90 day supply, leaving three refills left on each of these four prescriptions. As problems have occurred with Caremark in the past, I photocopied the doctor's order forms for my records. The first 90 day supply was received, no problem. When I checked my on-line account with Caremark, the prescriptions were not shown. After four emails to Customer Service, 1 hard copy letter to Caremark Research Team, and 1 hard copy letter to my health insurance carrier. These prescriptions still are not showing on-line. Caremark originally told me there were no new or refill prescriptions. I had sent the prescription numbers, the date the first order waas filled 8/15/07, the prescribing doctor's name. They then told me I should register with them on-line, which I did a number of years ago. All replies from Caremark are standard or stock and do not apply to my situation. The National Association of Letter Carriers send me a standard letter starting off with Dear Sir or Madam and they were forwarding my letter to the appropriate department. I am still waiting to hear from the appropriate department. In a few days I will be going back to my doctor. I suppose he will have to complete new prescription forms. My concern is where will the new prescription forms end up--being shredded? I am at my wit's end. Mistakes are made but usually when one contacts the business/company corrections are made. Not in my case. I am disappointed with Caremark certainly but most of all with the National Association of Letter Carriers Health Benefit Plan as they don't seem to be concerned about their members.
Dana of Jersey City, NJ (05/24/07
I had a prescription filled through mail order. I asked the doctor to write a 3 month prescription. When I received the order, I only received one bottle (month) and was charged $92.
I thought this covered the 2 refills and called to confirmed. I discovered that because the script was filled out incorrectly, I was charged $92 for one. My co-pay at the drug store for the last 2 prescriptions was $40 which I had confirmed with Caremark before I filled it.
They refused to let me pay the co-pay of $40 instead, or send back the prescription unopened for a refund.
Bettie of Waco TX (05/18/07)
For the past few years I have had problems with pharmacies trying to switch my medications because someone at Caremark informed them that i needed generic medications in order to be eligible for the low co-pay. I would leave the pharmacy for another pharmacy which honored my physician's request of non-generic prescriptions. Today I was informed by a Caremark rep that if i chose to purchase namebrand even with doctor's orders that i would be subject to higher charge. I am out of my high blood pressure meds and was already taking only 1/2 prescription every other day to make them last.
I absolutely cannot afford to pay higher prices than i currently pay nor can i afford to risk taking a lesser quality med which is usually less effective for me. I am already using one generic and it doesnt work at all while the previous one was very effective.
Maria of Marlton NJ (02/26/07)
I told Caremark when I ordered my first script that I did not want substitutions for what I was taking. My first order came very quickly, but it was a generic and substitution for what I have been taking for almost a year. I called them in an attempt to have them take it back and change the script. They said they wouldn't and I couldn't get another script written and filled. I finally begged my doctor to write another script, and now I have to pay for 90 days of my medication since the insurance company won't, all because of Caremark's blunder. I am thinking of taking this situation to an attorney.
I was forced to pay out of pocket for something that would normally cost me $5 (instead of $40).
Patricia of Stockton NJ (12/04/06)
I received a 181.00 bill from Caremark. I promptly paid it. I received many phone calls and letters stating that my bill was overdue. I had my bank send a copy of the cashed check to Caremark. The next time that I tried to renew a prescription, it never arrived. When I called, and spent over an hour from person to person to person, I was told that my account was closed becaused of an outstanding 181.00 bill.
John of Seattle WA (11/14/06)
I like the other writer have had the same terrible service from Caremark pharmacy that I must use for meds due to employee insurance plan. Im in the end stage of lung cancer and have been placed on some serious pain medication. I have a terrible time to get Caremark to fill my meds in a timely manner if they choose ti fill them at all and dare speak your mind and you will not get anything.
I take one medication that is a drug to be available and I have tried to order this medication for 2 years only to be told it is on backorder and not available but if you want to get it at the pharmacy within the network you can get a 30 day supply and pay over 400+ when I'm to get a 90 day supply as per our contract at $17.50 for the generic, Caremark has stated for 2 years that this is on backorder so after a year i called the maker and over 350,000 units of the medication were available for immediate shipment. When I stated this to the maker that caremark stated that they were on backorder I was told they were simply being dishonest as the problem was that Caremark simply would not pay what the maker charges other bulk pharmacys for the drug or simply did not want to carry the drug as supply was not a issue. This was true for the BRAND name drug also
Caremark was simply lying to its customers. I have had enough and have contacted a class action lawyer to start a class action lawsuit againt these frausters. Im trying to deal with massive pain and the fact that I must fight to get anything to help me out and Carmark rob's me to get relief from pain and hangs huge price tag's over my head leaving me with no other option then to pay them for something they state they will supply within a contract at much cheaper prices, My MD is outragged and is behind me in going after these people. If you want to get involved please contact me via email to get your story to see if a lawyer may be able to help us out if my time on earth will be enough to get these people to give do right by use.
Jane of Renfrew PA (10/17/06)
We bought a used 2003 Ford Explorer and received a clean CarFAx report. We just recently had the car painted an were told the front bumper had been wrecked and the driver's door had been replaced. This information never showed up on the carfax report.
We would never have purchased the vehicle had we known.
Carolyn of Houston TX (09/13/06)
I have only been ordering from Caremark for 9 months 3 script mail orders of 4 medications each. My first order from them was purchased with a credit card at the cost of $700.00 or so. When I did not get my meds after 15 days I called. They said because of the high cost of the meds they had to call and verify it with me. At 15 days they still had not called! When I called them I told them I placed the order on the phone and the purchase was verified by me. They said they were sorry someone should have called me! It took 5 more days to get the meds.
I live in Houston and the pharmacy is in San Antonio 3 hours away. The second time I ordered the same thing happened and still I got no call, I had to again call them.. They said they were sorry again someone should have called me. Today 9/13 I called them because I placed and order on 9/7/06 and asked for 2 day shipping because I was very low on my meds. They told me the cost of the two day shipping I accepted the cost and hung up.
Today is 9/13/06 at 6pm and my meds are still not here. So I called again. They said the person who placed the order did not set it up for 2 day delivery. Again they said they were sorry. I asked to speak to a supervisor who was no help and she said she was sorry. Who is running this operation? On 9/7 when I placed the last order one of my prescriptions had expired. They said they would call my doctor to get her approval. I was fine with that. My doctor's office approved it the next day on 9/8.
Today when I called Caremark and I inquired about the expired medication, they said they just got her approval TODAY, which I know to be a lie. So I again asked for 2 day shipping, they said ok. Then she explained it would take up to 5 days to pull this one prescription so it would be here in about 7-10 days. At this point I am angry and out of my meds. Now I will have to contact my doctor to call in a short term script for me at a drugstore until Caremark and deliver on my meds. The drugstore cost is much higher than my 90 script plan from Caremark. If I had another option on my insurance plan I would absolutely change vendors. This is the worst customer service I have ever had from a prescription company.
I have high blood pressure, high cholesterol and diabetes. I will now need to call my doctor to call in a short term script from a drugstore and pay higher cost for the scripts. I am out of my meds at this point. Every three months Caremark sends me a letter telling me how important that I take my meds. I just have to laugh because I could take them on time if they sent them on time. I can't believe I pay them $700.00 every three months for this poor service?
Marion of Clinton Corners NY (09/02/06)
Placed order for prescription drugs. Never received order. Due to the fact I still had remaining prescription on hand, did not realize immediately that order did not arrive. When I contacted company, they said they would send a minimum prescription to hold me over. When I contacted them a week and a half later, they stated, that I was over the 30 day rule to contact them about not receiving my prescriptions. I had no knowledge about this rule. They stated would be liable for the drug charge even though I had not received them.
I have contacted Empire Prescription Drug Plan, (they admininster the plan). Filed two appeals with them, rejected on both cou nts. Second letter states that this is standard operating procedure for Caremark, and that I did not have to be notified about this 30 day rule.
Teressa of Jacksonville FL (06/09/06)
Caremark loses prescription refill requests and then tells the patient they never received the rx from the dr. After several calls from me and from the dr's office, finally the mail order process begins. By then, I'm out of medication and getting sick. They refuse to pay if I go to the local pharmacy to get a refill until the mail order is delivered to my home. They won't pay for maintenance drugs unless it is done by their mail order dept. which is incompetent and could care less if you get your medications or not. They are difficult and refuse to help.
This company causes extra costs to me, up to $300+ due to their incompetency in their mail order dept. and I end up sick for a few days when I run out of medications when I should have had my refills by mail over 2 weeks ago. The same excuse is given when I call to get status of the order, we didn't get an order or we just received the order today.
Patricia of Tucson, AZ (03/21/06)
On 3/11, I placed an order for my medications. As of this date (3/21), I still have not rec'd them. As a single woman, who is residing temporarily in an apt, USPS will not leave the package at my door. As a result the only way I can get these drugs is to anticipate a range of dates when they MIGHT be delivered and take the afternoon off work. Since I work on commission, this cuts directly into my income.
In addition, this company was ready to ship me the wrong drugs. I caught this error before they were shipped by reviewing their website. The Caremark staff is either incredibily inconsiderate, stupid or mislead by management. I am angry before I ever call them because I know I will reach someone who can't provide service or support. When you ask to speak with a supervisor you are put on hold for an unreasonable amount of time. I have probably spent 8 hrs trying to get the right drugs shipped to me, then I have the frustration of trying to get them from USPS.
Cyndie of Plymouth MA (02/23/06)
CareMark is a mail order prescription drug mailer for Medicare D and Tufts Medical Insurance provider for which my 80 yr old mother has to use.
On Jan 25, 2006 my mothers' prescriptions were received by CareMark to be filled and delivered to her with in 10-14 days.
As of this complaint date of Feb 23, 2006 , they have not arrived. I have had numerous phone conversations with both the custumer service and their supervisors to find out where her medications are, with nothing but a we are sorry but....
Please also be advised that these prescriptions cannot be filled now through a local drug store as they are in the systems as being refilled to the time frame alloted (90 days worth). Consequently, as a diabetic, without her medications she just recently fell in her kitchen because of being without her medications.
I am outraged to think that this can continue and nothing be done. How many other elderly don't have a family member to fight for them?? How can this happen to our elderly?? Please don't let this go unnoticed..
Dr. Bruce of Gainesville FL (02/01/06)
I am receiving letters from Caremark stating that they have contacted my office for changes in a patients prescription (when they haven't) and have made changes to the prescription as a result. In one case today, they made a change, where we have documentation that we said "no" to the change, and they changed it anyway.
Company is practicing medicine without a medical license
Ruth of Yardley PA (12/21/05)
We are new to Caremark RX. The rep said that the only way to get a 90 day supply of medication is by mail order. We did this using their form and self-addressed envelope on December 2, 2005. The policy is you will recieve your medication 14 days from when YOU mail it. December 17 my husband called Caremark and was told we were not covered. I knew that was untrue as I had a prescription filled at the local pharmacy on Decmeber 12.
The next response was we never sent it in, but we were covered. December 20 we recived a form letter from Caremark dated December 8 and mailed December 17 that they were returning the prescriptions as we had no coverage. There were no prescriptions in the envelope. After hours on the phone and they susposedly searching they have not been found to date. I believe this in violation of the HIPAA law. Also, on this form was a credit card number, social security numbers, etc.
To continue with their incompetence, today, December 21 a representative called asking for my husband, they would not speak to me as he was the one that had submitted the prescriptions over the phone. When he called, they had a question regarding one of my prescriptions. This company is totally unorganized and incompetent. It should be called Carelessmark........and to prove that statement.......when this situation was mentioned to the rep.....she said, "Just go to the pharmacy and this won't happen." That also shows that they must make a lot more money when you do this.
Charlotte of Bladenboro NC (11/18/05)
I was over charged $300.00 on my debit card from Carnival Cruise Line. I called the accounting Department and they said it was for our "bedding" that was not in our room after we left. Can you believe that. Don't you think someone would see me leaving with a BEDSPREAD!! I told them how absolutely absurd that was and the first guy told me that he would "research" it and get back to me. I then called back after thinking about how crazy it was so I could complain to a manager...He pretty much told me there was NOTHING he could do and was smirking on the phone.
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