CVS Pharmacy/CVS Caremark Corporation Complaint

CVS arbitrary pricing - Caremark Prescription 'Benefit' plan

r3form's Picture Reviewed by r3form
Complaint 		 0

Since my employer switched to Caremark, the price of my medications has gone up while my freedom to choose who fills my prescriptions has decreased. The information that Caremark provides over the phone is so inconsistent that I am unable to make a sound, affordable health plan.

During my employer's transition, Caremark mischarged me for a prescription. When I called to report the problem, they admitted that they had made a mistake. An employee named Carl told me that Caremark would refund me the difference. They also told me not to return to my preferred pharmacy at Target, even though Target had gladly offered to resolve the matter for me. I had always had a good experience with Target's pharmacy (and terrible experiences at CVS, with whom Caremark is affiliated), but followed Caremark's advice in good faith because it appeared that they were going to correct the problem.

Nearly one month later, Caremark decided not only to deny the refund but to change my medication to the highest priced tier so that I will always pay the greatest possible price. No-one from Caremark notified me about the decision or change; I found out because I called to request a status report. When I asked them why they hadn't notified me, they told me it was my employer's responsibility and that I should call ERS or Healthselect (note: those institutions told me to contact Caremark). Caremark insulates themselves from responsibility by deflecting blame and making it inconvenient for customers to get information from them.

When I asked Caremark how a person could make an affordable health plan, they told me that I can call them during my Doctor's appointment to inquire how much each one of my prescriptions will cost. But I am regularly on hold for 10-15 minutes each time I call Caremark, and even longer for them to bumble their way through their database. In more than one instance, I have had to prompt Caremark employees to give me accurate information because what they were telling me contradicted information I had received previously from them. They won't give me accurate information until I point out the discrepencies. I doubt that my Doctor is going to put up with that! Besides, I believe my Doctor should give me recommendations based on their knowledge and experience. Caremark employees like Brandi freely acknowledge that they know nothing about drugs or health, so why should non-experts making decisions that impact my health directly? I pay Caremakr a huge portion of my paycheck and I am but one employee in a large institution, so why can't they afford to let the real medical doctors make the decisions?

Caremark tells me that they do not have to publish how much each drug will cost, so they don't. It's up to the customer to call and inquire, and it's still subject to change at any time without notice. So one month I will be charged $35 for a drug; the next, $75. Because Caremark won't put their prices in writing, the price can change from one moment to the next (as it did for me). How can this be legal?

Through extensive trial and error over many years, I found one medication that keeps my health condition under control. Until my employer switched to Caremark, the prescription was affordable. Now, I have to look for alternatives by going through drug trails all over again, which means my health will be unstable for the next year. Even if I do find a new affordable medication, Caremark might change its price so that it is no longer an option for me.

I resent the lack of transparent pricing and the control that Caremark exercises over the pharmaceuticals. Caremark freely admits that they know nothing about pharmaceuticals or health care; they take a huge chunk of my paycheck; and they deny me access to affordable healthcare so that they can make a tidy profit. They force me to purchase pharmaceuticals through their preferred vendors so that they can make the highest possible profit. All of this impacts my access to pharmaceuticals that were previously affordable and convenient to buy. I find it hard to believe that their business practices are legal.

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