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During February 2015, we decided to take advantage of what was described to us by a CVS/Caremark customer service representative as an offer whereas we pay only one co-pay for all of our diabetic supplies purchased at that time, instead of paying each item’s co-pay. We ordered our supplies through our regular pharmacy, NOT CVS, and were advised they could not run the offer through. We contacted CVS and were advised it must be the pharmacy not running the prescription correctly and have them do it again. After several such tries, we were advised the pharmacy could not run the prescriptions as CVS had instructed. We advised to hold the order and we would recontact CVS for further instructions. After several hours of being on hold, dead end transfers, dropped transfers, we did manage to speak to a representative who stated it may be a systems issue on CVS’ side. While at our pharmacy, we were on the phone with the representative AND our pharmacist was on the phone with CVS Help Desk to work through the issue and they still could not process our order. After three hours of this, the representative, on a recorded line, advised us to pay cash for the co-pays and CVS would reimburse us for the costs, as this was their issue. He even went so far as to tell us he would Email us the reimbursement forms. We confirmed this advice several times with him AND had our pharmacist confirm the same information prior to doing as instructed.
Fast forward to the end of March 2015, we had not received any emails from CVS nor had we been successful in speaking to anyone regarding this issue. We were once again in need of supplies and spoke to a different representative. We went through the same sickening process of trying to get the order to go through CVS, but to no avail. We did not spend the hours as last time and only paid cash for a partial supply.
On April 6, 2015, we called CVS customer support to inquire about the reimbursement forms again and actually speak to someone about the process. After being transferred to the Internet Help Desk twice, we got someone to understand we did not need assistance with that. After speaking to this person, we were advised she could not provide us with our reimbursement. We became upset and requested to speak to a Supervisor, to which we were told no, we would not be given the opportunity to speak to one. My spouse and I would trade off and on during the phone conversation as our level of patience waxed and waned. It was during one of the times I was on the line was I advised a Senior Representative would be able to assist me and I was immediately placed on hold. When the person picked up, I retold the complete information from the beginning. It was a struggle. Not because of my emotions, but because of the interuptions and her talking over me. I wish they were to ask questions, but they weren’t. I stopped talking and listened and then requested the same. This is what I discovered:
CVS does offer a one time diabetic co-payment program: HOWEVER, it is only if you order online, through their store, and a 60-90 day supply. NO ONE advised us of this. NO ONE. Also, CVS does not send any documents via email, ever. We were then advised re-imbursements do not occur.
The conversation escalated from there for over a hour. I strongly requested the phone records be examined for what was advised to us and the re-imbursement be provided. She stated she would submit the request, with the review process taking 72 business hours, or 9 working days. As this was a Tuesday, I advised I would be calling at the end of the week for an update.
When I called on April 10, 2015, I was advised by a CVS representative a check for the complete amount of our re-imbursement amount had been authorized and in process to be sent.
To date, June 3, 2015 CVS has lied about the issue date on more than four occasions, denied a check was being issued, stated they could find no record of conversations, and have, and I really hate to use this word, “provided” the very worst customer service I have ever experienced in my entire life. I has gotten so terribly bad, I brought my employer in to assist, as they are the ones who pick CVS/Caremark for the pharmacy benefit. CVS has even played the same games with them!
Do not use this pharmacy/vendor for anything! They are the scum underneath the garbage cans that were full of dirty diapers, dead animals, used condoms, and old tampons.

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