CVS review: Pharmacy

I am a customer with chronic pain management and have been for over ten years. Dealing with this pharmacy over the last year has been a very difficult experience. What used to take 5 min of my personal phone time per month at HEB or Walgreens now takes anywhere from 2-3 hrs at CVS. They never answer the phone and my particular case involves speaking to the pharmacist days ahead of pick up time. This has put me and many others in my neighborhood in real undue duress. I've been told by three different CVS technicians, all in Bee Cave or Lakeway, Texas, that they are told not to worry about the phone calls. I live in Lakeway and would love to know what we can do to change this system.