CVS Pharmacy/CVS Caremark Corporation Complaint

Mail Order Cancer Drugs - Cancer Drug

DottiB's Picture Reviewed by DottiB
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I have cancer. The following is my experience with CVS/Caremark. I sent this letter to the CEO Thomas Ryan. CVS/Caremark response back to me was a form letter from a CSR. You make your own decision.

Dear CEO Thomas Ryan -

The worse day of your life is when your doctor tells you that you have cancer. The process set up by Caremark to get the drugs needed for cancer treatment is the WORST process I have ever seen especially when our cancer treatments depend on them.

I would like to share my experience with your Caremark Pharmacy. It’s important that you see how the customer is treated. I would like a response back from you. The Internet is a big world and a great tool where I can share this terrible experience with everyone if I do not hear from you. Being a great leader is serving the shareholders - but the customer must be provided with adequate service to bring success to any service organization. I expect an apology for this experience and for the lack of knowledgeable employees working on your front line answering the phones at Caremark, which delayed my cancer treatments.

I spoke to two employees at Caremark who didn't know what they were doing. This is unacceptable.

7-15-08
Dr. gave me a prescription for chemo meds - need to take the chemo meds right before I get my radiation treatment which was scheduled to start 7-21 because they work together.

7-17-08
Went to Walgreen's on Thursday and found out drug denied - I was told to call 1-800 number at Caremark

I called the 1-800 number when I got home and spoke to Keith for about 30 minutes and was told my request would be put on a "rush" status. (I wonder what the definition of "rush" is at Caremark?) Keith said someone from Caremark would call me the next day, Friday. Gave Keith my home and work phone numbers.

7-18-08
Came home from work on Friday but no call from Caremark. I called Caremark and spent another hour on the phone with Chris trying to figure out the whole thing – was told Caremark faxed the request to Chemo Dr. but never got the fax back. Also said there were no notes in system at Caremark except that my request was a rush. Advised once Caremark gets RX from Dr. they fax to Aetna specialty drug department and they verify my coverage and they also have to call my husband’s RX insurance for coverage. Good thing I wasn't having a heart attack - because their rush process is enough to kill a person...

Same night, Friday called Chemo Dr. at Hospital - she said call my office on Monday

7-21-08
Monday - Chemo Dr said they never received a fax... Dr’s office called Caremark and they said they need prior auth but they do not send request for prior auth until they get the RXs by fax from Drs. office and they didn't receive RX so they didn't fax prior auth or anything else. (This is different story from what I heard on Friday 7-18-08 - pretty crazy...) Found out after all this is straightened out - I can only get the drugs through mail order

7-23-08
Received meds on Wednesday two days after my treatments were scheduled to start. Started treatments 7-24, late because of Caremark, their “Rush” process and the lack of knowledgeable front line representatives.

Our health is the most valuable asset we have and getting medication for cancer treatment shouldn’t be this hard. Bottom line is do yourself a favor and don't ever get sick because the processes in place at the insurance companies and Caremark will only make you sicker... but I bet you would never have to go through this because you are an important person - a big wig….

Started treatments 7-24, late because of Caremark, their “Rush” process and the lack of knowledgeable front line representatives. This experience was unacceptable.

Dotti B


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