CVS

Dear Mr. Merlo and Ms. Lynch,

I hope you are doing well. There is quite a lot of housekeeping in order at Aetna. I represent a lady who had breast cancer in 2010, covered by an Aetna employer group plan issued to Coach, Inc. We are finishing a mediated settlement with a condominium owners association, and Aetna's incompetence is holding things up. First, we require any document relating to this plan authorizing Aetna to claim a lien against this settlement. The case is over a claim that the condo HOA caused and or aggravated my client's breast cancer.

Second, and equally important, we require a direct phone number, email address, etc., to discuss the proof of Aetna's lien, if any, the amount of lien, and the address for payment of the lien.

So far, Aetna's CEO and other executives are nonresponsive. Aetna's customer service has no way of replying to their misleading directions. Therein, Aetna provided (1) the wrong telephone number for subrogation discussions, (2) a direction to send an authorization to Aetna's legal department, with no address, phone number, email address, etc for that department, and (3) a nonworking fax number to transmit the ERISA-compliant records release authorization.

I trust that you and your staff can correct this deplorable situation right away, and require the document and other information needed, so a former Aetna member can settle her pending cases before the appellate court in Hawaii, and the state insurance department.

Sincerely,

Stephen M. Shaw Esq.

[protected]

Encl:

Andrea Shaw Resnick Chief Communications Officer 212/629-2618 [protected]@tapestry.com

Dear Ms. Resnick,

During 2010 my client, Sindy Ma, was employed at the Coach Store in Waikele, Hawaii. Unfortunately, she had breast cancer surgery in 2010, and a radiation treatment. There were no recurrences and she remained employed at the store for years afterward. Coach's group health plan at the time was AETNA NAP-[protected] Group Number: [protected]

Subscriber Name: MA, SINDY S.

The Pharmacist on duty was very rude and disrespectful to me as a customer. I entered the store and noted it to be very unkempt and dirty looking. I was there for a Covid-19 immunization. I observed the cloth chairs as I entered the pharmacy area and did not want to sit in them because they were stained and absolutely filthy. When the pharmacist came out, he asked me to stand, and he took the chair I had been sitting in for himself and asked me to sit in the dirty chair. I didn't want to sit on that filth and told him I would stand for my shot. The Pharmacist mumbled that "he didn't have time for these chair games." I felt disrespected as a customer and asked for my Covid card back. He then offered me the metal folding chair he had asked me to vacate when he walked out to administer the vaccine to me. He stood and slung the chairs as if angry. Again, when he showed this disrespect, I asked for my card back. He used an expletive I'm sure he didn't think I could hear. I grabbed my card to leave the store and he immediately pursued me, grabbed my wrist slightly twisting it. I told him at least two times not to touch me. I surrendered the card so that he could scratch out the information he had written. When I had my card back in my possession, I left the store vowing not to return because of its dirty, filthy surroundings.

When first moved here 13 yrs ago this pharmacy was excellent.

Today is very poor at best.

Prescriptions either called in by doctors or written and submitted are not filled in a timely manner.

Submitted a script via drive thru and 3 days latter went to pick up. It had not been filled was given excuse waiting on Dr to approve. He wrote the script!

This week Dr called in a script and 3 hrs latter still had not been filled told yo come back in an hour.

I do not live in Owasso, in a rural community outside of Owasso.

Extremely disappointed in this pharmacy as of late.

What has changed? Management? Lead Pharmacy personnel?

😔

I have been a loyal customer of CVS for literally 3 decades as have many of my friends and family members. After seeing the story that CVS has blatantly discriminated against someone purely for their religious beliefs I will no longer support your company, I will do everything in my power to convince as many people as possible to no longer support CVS, and I have contacted the Attorney General of Virginia and encouraged that office to pursue any and all avenues to hold CVS and any of its employees that were complicit in the firing of Paige Casey accountable. Regards

Robert Caldwell

Dunlap, TN

[protected]@gmail.com

I was given 5 rewards bucks when I picked up my medication. I kept the three that I wanted to use. When I went to use the coupons. They said that they were not assigned to my card my extra care card. 2 weeks prior to this I was on the phone an hour with the agent merging my son's account and my account together my son is mentally and physically challenged I take care of his information and his stuff so we merge both of them together cuz I had the same problem when I went to use my extra care books last time and they expired after it and I refuse to let them go this time. I talked to the agent this evening on the phone this afternoon and she's telling me that I cannot have these coupons because they're not showing up under my card. But as you see I do have these coupons. This is the second time I got them and I cannot use them I would like this matter straighten so I can use my extra care bucks or I will be leaving CVS

CVS pharmacy on 861 Vine Street in Hollywood California is acting strangely with my prescription in that they claim the doctor made a mistake and said they couldn’t fill the prescription and they tried calling the doctor but didn’t get an answer, I got a hold of the doctor who told me they did fix the error and resent the order and I see that it’s been filled at the pharmacy but the pharmacy has not alerted me to pick it up. I think they are trying to keep the prescription for themselves.

9/20/22.Spent 2 hrs trying to cancel my Care Pass subscription on line. When I enter the cancel the page goes to verify and enroll. I then spent about 20 minutes on the phone with a person named Ann at [protected]. I gave all my info. She asked for last 4 of my billing card. I gave last 4 of the card I used. She said it was wrong and would not cancel. I am thoroughly disgusted with the service at the store level where when I call nobody answers for 7-35 minutes. There was a mistake on 1 of my prescription necessitating my waiting in the store. The phone ringing and announcement of a call kept happening with nobody picking up the call. I would never recommend CVS or Care Pass. If anything, I would do my best to dissuade anyone from experiencing the pain from either. The 2 day free shipping ended up being 8 days on my last order. I do a lot of travelling so that is inconvenient. You folks have a lot of problem areas. I am a retired Kroger mgt person. If I could, I would get all my scripts filled by them.

9-20-22 I called in tears over my prescriptions and cannot remeber the whole conversation, but the pharmacist, young, fat, acne, at the drive thru window called me rude. I h aad told her not to talk down to me and call me honey and she stated it was endearment. A pharm acy degree does n ot give you the right to act like God. Her superior, arrogant attitude is typical of the CVS pharmacists I have dealt with. It is a shame she spent money on 6 years of education to act worse than a 5-year-old. If I had called her a name or ugly, fat, and pimple-face, I would have been rude. Yes, I am having a great time callingg her fatso. I have 3 college degrees and am 40 years older. Never treat your elders like that. Learn some social skills.

On 9/16/22 I was on hold for almost two hours trying to refill a medication. Once I finally spoke to a person they informed me it would be ready the following morning. When I called to ensure it was ready (because they are never ready), I was informed that my insurance had declined. I informed the employee that I pay cash for the prescription as I had for the past year. I was told that's not allowed and being it was a Saturday, I had no way to contact a dr. While waiting in line I observed an elderly person...3 actually...and heard her ask if the phones were broken because she had been trying to have her medication refilled and delivered for over a week. Her lifesaving medications. The tech very rudely informed her that they were understaffed and she could wait 30 minutes for her meds. There were three people working and four people in line...two of the employees were literally standing in a corner chatting. The pharmacy blames the entire situation on corporate and claims that they were told it's not feasible to hire additional employees. There is no excuse for keeping a store open if they cannot do their jobs. This store is connected to our local VA. I have filed a complaint with them as well informing them how they are treating our vets. It is only one specific store in our town as the other is quite capable. I transferred my prescriptions to another pharmacy and CVS only transferred three, then I had to call to have an additional four, and then had to call again today for two. I am diabetic and these medications are needed.

On Sept. 19, 2022, I had an appointment to receive the flu vaccine at CVS Store #807 located at 1024 Broadway, Thornwood Center Thornwood, NY 10594

[protected].

When I got there, they said they didn't accept my MEDICARE ADVANTAGE Insurance AND that I wasn't registered with Medicare.

I have been a Medicare member since Feb. 2016.

I called my UHC insurance provider to verify my status and they showed me as a current member and that I was also a Medicare member.

I had the UHC associate speak to the pharmacist at this store but to no avail.

I then went down to another CVS store in my neighborhood, Store #2047 located at 660 Columbus Ave, Rose Hill S/c Thornwood, NY 10594

[protected].

I was in their system there and I received my flu vaccination.

I called Medicare and they confirmed I am a member.

What the heck is going on with store #807?

Jeanette Spoor

[protected]@verizon.net

[protected]

I have a complaint regarding my medication refills. I've been on this medication for 10 years and the pharmacy never has back up in stock. each time they have to order it. Also I can not put in a refill until 2 days before it is up. I placed this refill on Sat the 17'th. I then was told they do not have it in stock, they would have to order it and would no be in till the following Monday. I am currently out of medicine and this is continually happening. This time I contacted my lawyer and was told, if anything happened to me since I am unable to get my medicine, CVS would be responsible. I then was told it would be a reason for a law suit. The store I am working with is store number 1803 2 West Center st. West Bridgewater Ma. They also told me if they did not receive the medicine by Monday, they would try to find another store. The problem is I can not drive and walk to the CVS on 2 West Center st. I have spoke to you previously about this problem and nothing was done. that is why I contacted my lawyer this time to determine what my options were.

I purchsed 4 target gift cards on friday september 16th totaled $700.00 3 $200.00 dollar cards and 1 $100.00 target store online order is telling me the cards have a 0 balance I took them back just now they told me there was nothing they can do, this is really wrong they cost me $700.00 michael wright [protected] I called the phone number on back of the gift cards it said 0 balance somebody did not know what they was doing when ringing them up I have the reciepts this is so wrong if nothing is done about this I am going to put it in the paper,

arrived to pick up my scrips no line. No one could actually process a check at the pharmacy 1/2 hour and 5 pharmacy workers later, until someone actually knew how to process the check . I was treated to being viewed as though I was trying to pass a bad check by all the people milling about the store. I was actually asked for the $20.00 meds back at one point . This was in spite of them having my check numbered in the six thousands and signing multiple disclaimers on the screen as well as, having my address printed on the check. NOT ONE PERSON WAS DECENT ENOUGH TO EVEN SAY THEY WERE SORRY FOR THE PROBLEMS THEY WERE HAVING. Considering checks are supporting documents for TAX RETURNS, and not everyone wants to share an itemized charge bill or bank statement with the IRS; they have a machine to process them it is REALLY RICH THAT I WAS MADE TO FEEL LIKE I WAS TRYING TO GET OVER THEM. I was actually, told by customer service, 'well young people don't use checks'...MY REPLY TO THAT IS THAT A 74 YEAR OLD IS EXPECTED TO DO E-MAIL AND TEXT MESSAGE THAN IT IS NOT AN EXCUSE!

MY ADVICE TO ALL IS THE FOLLOWING IF THEY CAN'T LEARN TO PROCESS A CHECK ...DO YOU REALLY WANT THEM TO PROCESS YOUR SCRIPTS OR PUT A NEEDLE IN YOUR ARM...THESE TOO, REQUIRE TRAINING!

I was on the phone trying to reach the pharmacy on 4/16/2022. I was waiting for someone to answer for 47 minutes, and then the call suddenly hung up. Called again and the same thing happened after waiting for over 45 minutes. Lately they have been taking at least 30 minutes to answer the phone, no matter when I call. My prescriptions always say to contact the pharmacy to refill them, so I never can just refill them online. This is ridiculous because I need to get my medication, and I am tired of having to set aside a whole afternoon to just sit on the phone and never get my refills.

I was at store #2973 in Richmond, VA (2400 E Main St) on September 14, 2022 around 5:35 PM. I originally had a psychiatric medication that was supposed to be filled at another CVS location on Monday of this week but they kept saying the order was delayed. After two days without my medication, I was having noticeable withdrawal side effects and called the pharmacy to ask that it be transferred to another location that had the pills in stock; I specifically asked that they prioritize the prescription because I was feeling very off from not taking it for 2 days and sat on hold while that pharmacist called store #2973 at around 3 PM to confirm they had the medication in stock and that they could fill it within an hour. I receive text message updates and by 4:45 PM had not gotten a message letting me know the prescription was ready, so I called and was notified by the automated voicemail machine that my prescription would be ready at 5:01 PM (this is the "promised" time listed on the packaging of my medication as well - I can provide pictures if needed). I waited until 5:10 at which time I called again and chose the option to notify the pharmacist that I was on my way to pick up.

When I arrived at 5:35 PM, I was greeted by an employee by the name of Marianne (sp?) who told me my prescription would not be ready "for at least another 45 minutes". I asked why it would take so long considering the automated message told me 5:01 and I initially asked for a prioritization on my medication. She very rudely told me that they are short staffed and the longer I complain to her, the longer it will take for my medication to be filled. I said "the pharmacist at your other location specifically called and asked you guys to rush this over 2 hours ago" and she denied ever receiving a phone call (which I 100% know is untrue - why would the other pharmacist lie to me about speaking with you on the phone?! I also sat on hold for 10+ minutes while she called) I replied "I don't really care if you're short staffed - I work in healthcare, I know how this works. You can't just keep putting off somebody's psychiatric medication - you need to fill my prescription, I feel sick." To which she responded "Well, if you don't care I don't care" and shut down her register, opening up a new line and helping the next guest. When I asked for her name so I could make a complaint (she had NO badge anywhere on her uniform), she refused. I had to go to the manager at the front of the store to get her name - that is why I'm unsure of the spelling.

Lo and behold, my medication was filled within 10 minutes which makes me feel like she gave me the "at least 45 minute" quote as a way to draw a reaction out of me. Like I said, I work in healthcare so I completely understand the constraints of being short staffed. But if you can't understand why somebody would be upset about being jerked around over medication that, if not taken, can literally send them into psychosis, you need to NOT work at a pharmacy. She has no idea what I, or any other customers of that pharmacy, are going through when we come pick up our medications and it makes no sense to have somebody that rude dealing with such sensitive subject matter.

I arrived at my CVS at 2 today after their lunch. My survey ID # [protected] . My cashier was Ashley (I think she was new or from another store) I could only pick up my son's 2 RX, she said I had none, I told her I had text and tried to show it to her on my phone, she wouldn't even look at it, said to take it to drop off...Went to drop off and showed it to that lady, she looked it up and found it with no problem at all. She told me to walk back over and she would ring me up.

I was furious , I have worked in health care for 47 years and nobody needed to act like that. She was slow and would even try to help. She looked once and then dismissed me.

There was alot of people watching her do this to me. I get $1000's of RX a month there. So I should not be treated like that.

Someone should reprimand her, I'm sure I wasn't the first.

Thanks

cvs pharmacy :

my wife is in a post op - pre op transition, has an infection and having amputations. cvs pharmacy has a had an attitude and almost refuses to fill her emergency perscriptions in a timely mannor. we have been waiting 3 days and everytime we call they disrespectfully tells us they are under staffed and too busy. i have been in there multiple times and every time i go in there they have 4+ people working. i am soooo fed up with watching my wife suffer that i have filed a BBB complaint, hired a lawyor and started a local petition with almost 1100 signitures since my entire area of neighbores are fed up with the crap.