CVS Specialty is the worst. I've had nothing but problems. I finally got them to fill my Tasigna Rx, but it was a struggle. The paragraph below is from their website. I called the number, and asked for the "Department of Performance Improvement", as instructed. The person who handled my call had no idea what I was talking about, but eventually transferred me to someone I could complain to. They had all my information, prior authorization, etc., but my claim was rejected because of a "computer problem", which made no sense. The claim was approved by the time I got off the phone.
If you have a complaint or concern about the care you are receiving, please contact the manager at your designated CVS Specialty pharmacy. If the designated CVS Specialty pharmacy does not handle your issue to your satisfaction, you can call toll-free 1-800-237-2767 and ask for the Department of Performance Improvement. CVS Specialty is committed to providing the highest quality of care available to patients. In a continuing effort to improve our services, you may be contacted by a third party for the purpose of assessing your satisfaction with our services. If you believe that you have pertinent and valid information regarding the services provided by CVS Specialty, you may call the Joint Commission toll-free at 1-800-994-6610 or write to The Office of Quality Monitoring, The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, IL 60181.
I spent almost 45 minutes with them on the phone today. My co-pay assistance card expired. Instead of contacting me to let me know, they sent me an invoice for my copay. I straightened it out, got re-enrolled, provided them with my new copay info, or so I thought. When I called today I found out that nothing has been updated.
That has been an ongoing theme....I update my insurance info, copay info, contact info, etc., they assure me it's been taken care of, then when I go for a refill it's like nothing ever happened!!!
Also, they always call me at home. I have asked them repeatedly to call my cell phone. I am rarely home before 7pm so I always have to call them the next day. They have my cell number, so WTF?? It's like shouting into a big empty hole!!
I hate them!