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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.
Jennifer of Shorewood, WI September 11, 2008
Jennifer of Shorewood WI (09/11/08)
I have been using Caremark for a few years now without much issue, however, in 2008 everything seemed to change. We had some problems historically with them challenging a prescription for Protonix. Instead of allowing the prescription for one year (4 refills), they'd change it to only two refills! Finally that was resolved. However, recently both my doctor's office and we are completely fed up with the prescription renewals not being received. They've faxed in five prescriptions four time - 8/15, 8/25, 9/5 and today 9/11. Each time they include the fax confirmation so they knew they went through okay.
Caremark claims they've never received them. We made sure the doctor had our ID, date of birth, names correct. We confirmed the fax numbers they sent them too. Everything checked out. Finally the doctor called in one much needed prescription on 9/2 --- it's been the only prescription received and filled. The doctor's office was on hold for 40 minutes and said they will not call in any more prescriptions because they can't take that long for just one prescription. After calling and emailing Caremark countless times, we were always just given the run around. It's always the doctor's fault.
One CSR actually said if the paperworks not correct, they throw them away. When I asked why I didn't call, he stumbled for an answer and said they couldn't verify correct contact information. Today I was fed up and finally demanded to talk to someone higher up, and got transferred to Lena in their customer resolution center. We'll see if that actually makes a difference. I'm not hopeful at this point. We're approaching full four weeks of not getting prescriptions filled correctly!
We've had to go to Walgreen's to refill the necessary heart medications, basically costing us 2-3 times the money just so that the prescriptions aren't interrupted. I don't know what's happened, but this year has been hellish trying to work with Caremark. I recommend to everyone with disputes to contact your local Better Business Bureau as well! Russ of Lawrenceville, GA August 29, 2008
Russ of Lawrenceville GA (08/29/08)
Caremark changed my prescription (quantity), sent it to my doctor and she signed it without expecting them to change the quantity. When I got it, I immediately called her and she said she did not authorize a change. I called Caremark and got a pharmacist who said that if I was taking the drug for a sleep disorder, the change was appropriate. I told her I was not and to get the rest of my meds to me. She called my doctor and then sent the rest, but charged me for another prescription. It is only 30, but I am not going to stand for these people screwing me around.
The 30 is the only economic damage, but screwing with my head is considerably more. My doctor and I spent over 2 years making this treatment plan work and some quack 800 miles away diagnoses my problem and changes the prescription. My condition requires 4 different, interactive drugs and they are not to be tampered with. Although I was never without the meds, the thought of it was and is very disconcerting. The condition my doctor and I remedied has been with me for over 50 years. Philip of South Jordan, UT August 27, 2008
Philip of South Jordan UT (08/27/08)
I ordered a refill to a prescription that Caremark has been filling for years. This time it was sent to an address that my son lived at 5 years ago. I have been living at my address for over 20 years. All my previous (and subsequent) medications have come to this address. After about 5 weeks I called to find out why I hadn't received my meds. That is when I found out that they were sent to an address in another state.
After a couple of days on the phone I was informed that since I didn't notify them of their error with in 30 days that they would keep my payment and not re-send my refill. I still needed my medication so I requested my next refill. They told me it was too soon and that I couldn't get my next refill for another month or so. Even though they acknowledge their delivery error and that I paid for but never received by previous medication.
They kept the 37 they withdrew from my bank account and I have been with out my medication for 5 weeks... so far. George of Oxfordn, NJ August 22, 2008
George of Oxfordn NJ (08/22/08)
5-24-08 Sent Prescription for Optivar Eye Drops, used for itchy eye during Spring Allergies.[current bottle was empty.] One week later [6-5-08] received 8 Boxes of Eye Drops which is a 24 supply according to My calculations.
Immediately phoned Carmark to report this outrageous supply of Eye Drops. Their reply was the Doctors pre- scription called for 8 refills & Drugs cannot be returned. I asked why they did'nt call us to confirm the order. Their answer was, They called the Doctors' office. The Doctors' had no record of that call.
I use Eye Drops for Spring Allergies , The bottle I had , lasted for 3 years. 2. Any competent Druggist would have known that 8 bottles is excessive & quested the use. This is Caremarks' mistake & I should get a refund.
We are retired on a fixed income & cannot afford to lose 150.00 for lack of good judgement. Jeanne of Seabrook, TX August 21, 2008
Jeanne of Seabrook TX (08/21/08)
After receiving a notice from Caremark that I can transfe my maintenance prescriptions to a local CVS pharmacy since they have now merged, I transferred one prescription but when I pick it up, the price was 166.00 rather than the 50.00 I usually paid through Caremark for one month. I talked to a senior resolution person, Donny, and he told me on 07/11/08 that from now on the price would be 50.00 and I would get a refund for the overpayment. I never got the refund and CVS still charges me 166.00. I've written two letters and Caremark will not address the problem.
The cost of the one prescription has jumped from 50.00 to 166.00 an increase of 116.00. If I had known this would happen, I wouldn't have transferred the presciption from Caremark to the local CVS.
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