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Report: #1499099

Complaint Review: CVS - Las Vegas Nevada

  • Submitted:
  • Updated:
  • Reported By: Melissa — Las Vegas Nevada United States
  • CVS 6391 W Lake Mead Blvd Las Vegas, Nevada United States

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Magamia and Kevy, two employees of the CVS store mentioned in the subject line are two of the most unprofessional staff members I have ever spoken on the phone with. Not ONE shred of decency, respect or care. Kevy is a big, nasty, bully who uses her position to be rude, hostile, uneducated, and plain vulgar. Horrendous customer service! The phone call I had with her should be pulled and used as an example as to what you should NOT do when speaking to a customer. Nasty, vile woman.

She told me that she was done speaking to ME! What a world where you can speak to a customer this way and STILL collect a paycheck when the error is on CVS. CVS decided not to fill my prescription and to not inform me in a timely fashion and I was told that I should be mad at the pharmacist who worked on Thursday, and then Kevy says "oh you mad at me now too" as though we were about to street brawl. How embarrassing that these women represent CVS!

While the customer service is abysmal at best, the pertinent issue is that CVS is withholding fulfillment of my prescription and was negligent in processing my prescription when it was sent electronically on 8/20. I had an appointment with my primary care doctor on Thursday 8/20 and they electronically sent over my prescription to CVS the same day. I called at 4:40 pm on 8/21 to confirm that this as well as another prescription were ready for pick up. I was told by the pharmacist that she is not going to fill it because the doctor needs to be called when a new medication is added which I know to be patently untrue as they have filled other new prescriptions for me with no issues and I also called another CVS where they advised that there is no such policy internally or as a matter of law or a standard protocol.

They have had the prescription since Thursday early afternoon. The pharmacist said she will try to call but that it can be a hold of 20 - 30 minutes to which I advised if the office closes in 20 mins so why would I be on hold for 30 min? She claimed to attempt to call, but the office was already closed and is closed on Saturday and Sunday essentially creating a situation where I am unable to start taking prescribed medication that I desperately need to start taking. This prescription has been properly issued by a medical doctor for a real and debilitating condition!

   1. CVS made no attempt to adhere to their own "policy regarding verification" because no one called my doctor from Thursday until I called CVS to find out the status of my meds on Friday at 4:40pm! I received no calls regarding any questions or inability to contact my physician. If they were not going to process this I should have been alerted so that I can have the prescription transferred to a pharmacy that will either fill it or make any necessary calls needed to confirm whatever information is needed.

I now, for four days will not have access to my medication since the made  up policy that the pharmacist advised of, precludes them from contacting my doctor for two days since most doctors offices are closed on the weekends.  CVS had the prescription ALL DAY  and did NOTHING! Your pharmacists are playing doctor and it's a very dangerous gamble with peoples health.    

2. The act of not filling my prescription is racial profiling and a clear disregard for my rights under ADA. I know that this location is not in the best part of town and perhaps the employees are taught to give the general customer base (minority) more scrutiny. I am a black woman who suffers from Depression, Anxiety, and ADHD - I understand that I may not be the typical archetype for prescriptions for Vyvanse, Wellbutrin, and Xanax, and I know that because they are Schedule II and IV they are closely regulated, but that shouldn't mean that I should be denied services and have my prescriptions disregarded with NO NOTICE when they were prescribed by a MEDICAL DOCTOR.

There is no legitimate reason for the denial. This selective duck, duck, goose of deciding who gets their prescription meds or not needs to cease immediately.   Mental health issues are just as serious as physical issues, but your staff apparently didn't get the memo on this. Ironically your pharmacy is now causing the very thing that my prescription was supposed to assist with. Why am I ALWAYS getting push back on my prescriptions that treat my mental health issues with CVS?  This is unethical by any professional standard.    The first time I went to this CVS to have the Vyvanse prescription filled, they initially advised that the pharmacy manager was away and he would need to fill it.

I politely advised them that it is unfathomable to make someone wait until an employee returns from vacation to fill a prescription. After some discussion the prescription was filled, however I am still unclear as to why these made up policies and procedures keep applying specifically to my treatment plans? There is a serious issue and it needs to stop now! I need these medications for serious psychiatric conditions. If this were a cancer medication would it be withheld in this manner?   

While waiting for the Vyvanse to be filled, I overheard the pharmacist and a staff member talking about if a customer comes in  and pays with a Chime Spending Account card "you can tell what type of customer this will be", suggesting that this payment method denotes an undesirable customer. Chime is a card used by people who generally can't open traditional bank accounts - minority customers. I have a Chime Card, and a Wells Fargo Card, and several credit cards. I used my Chime card that day to pay. I wonder if by me doing so that opened me up to this pharmacy's profiling too.

There is something rotten to the core at this store and this pharmacy department, when behaviors and practices such as these are pervasive and sanctioned. Look at your Yelp page, it's littered with instances of customers sharing their experiences of profiling and discrmination and customer service issues. Something is definitely wrong here. It's pathetic that I have to go to another CVS store in a "better" neighborhood so that I can interact with educated, articulate, and professional staff members who don't profile you and determine that you shouldn't be using certain meds because you are brown and instead  simply take my insurance card, copay, process my prescription, and have me on my way - like it's supposed to go.

#Blacklives AND #Blackmentalhealth matters even if CVS employees don't seem to think so.   The pharmacist’s “professional discretion,” still has to be based on a real concern AND if this really what was happening then this should have been communicated to me in a timely manner to allow me to get my medications filled elsewhere.   I don't expect that anyone at the store level actually cares considering how the pharmacy department has been allowed to run thus far, but hopefully with some questions from the regulatory boards, perhaps you will investigate these pervasive issues before someone really gets hurt from your pharmacists playing doctor, being reckless, and withholding prescribed medicine for no reason - other than they can.  

If these issues continue to happen, I will be forced to procure legal counsel to establish how I should proceed as this is now the second time I have had issues with filling prescriptions with CVS. Each instance has gotten progressively worse and we are now at the point where my medications are being withheld with no just cause.   The employees are the actual bosses  and managers here so they say and do WHATEVER they want, whenever they want and they know that they run that store which is why they continue to behave as they do. I will not allow them to play with my health and wellbeing ever again.

This report was posted on Ripoff Report on 08/23/2020 06:54 PM and is a permanent record located here: https://www.ripoffreport.com/report/cvs/las-vegas-nevada-allowing-1499099. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
3Consumer
0Employee/Owner

It was Matthew & Christine who started the uproar. But they said I started it to the police & that I wasn't allowed back in the store.  I was so hurt & distraught that they betrayed me like this. Wellcare pays them to fill my medicine. But they were harassing me & being difficult. CVS and the board of pharmacy told them to treat me like this & not fill my medication.

I could go to other CVS stores to have my medication filled but not this one. But the pharmacist & techs are calling the other CVS stores bad mouthing them about me. Matthew doesn't want me to have anything.  They are all sorry slime dirtbags to treat someone like this.

There is a committee being formed in Alabama to review the Board of pharmacy for their handling of pharmacy complaints. Because they see that problems are getting worse at CVS because the Board of Pharmacy is letting the pharmacist and techs get away with unlawful and unethical things.

The committee sent me a survey to fill out regarding the Board of Pharmacy & how they handle my complaint. I told them how exactly how I felt about them & CVS.

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#3 Author of original report

Your are better off at Walgreens

AUTHOR: Melissa - (United States)

POSTED: Saturday, September 05, 2020

I did receive a follow up from CVS executive team who were very nice, but I will never set foot in a CVS again. One CVS pharmacy even lied about speaking with me! I had the screenshot to prove that I called in. I wouldn't trust those pharmacists to fill a prescription for a dog! For the record, the one that my Mom goes to in Florida treats her with such dignity and respect...but that's in a rich part of town. I rather get my meds at Walgreens, they even had a clerk drive them to me personally when the portal for delivery wasn't working....Im so sorry I wasted my time at CVS!

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#2 Consumer Comment

It was this one tech who acted so rude and crude had an I am getting away with something attitude which prompted me to file the complaint with the board of pharmacy

AUTHOR: Kathy - (United States)

POSTED: Saturday, September 05, 2020

It was this one tech smart attitude like HAHA I am getting away with something. Which prompted me to file a complaint with the board of pharmacy in the first place. Because the other techs and pharmacists would bad mouth me and talk about me to the new techs. They couldn't do one simple task like fill my prescription so I could be on my way,  which they get paid by WellCare to do.

 They wanted to harass & discriminate against me for no reason. How this one tech really acted really PO me off. There is something really rotten at this CVS store located on Crawford RD in Phenix city. It is on the street were back in the 1950s where all the sin would happen back when Phenix city was known as sin city. I am just ONE PERSON. And they all ganged up on me. It's completely unforgiveable what they did to me!

 

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#1 Consumer Comment

CVS allows pharmacist and techs to retailate after filing a complaint with the state board of pharmacy it was matthew and christine who caused the uproar but was very nice to me earlier that day

AUTHOR: Kathy - (United States)

POSTED: Saturday, September 05, 2020

I was being set up on 01/10/2020 after I had filed a complaint with my state board of pharmacy back in 03/2019. I had no idea at the time that the board ruled in their favor. What prompted me to file the complaint in the first place. I was always harassed by the pharmacy techs and the pharmacist and my local CVS. I made several complaints to CVS on their website. In phenix city al.

It was happening for several years from 2007-2020 when I was getting my medicine at this pharmacy. They had been trying to get rid of me as a customer for a long time from 2014-2020 but I would always fight them back by always going back! Wellcare pays them to fill my medicine & they had no right to treat me like that.

In 2019 this one tech had a very am I getting away with something outside that is what prompted me to file the complaint with the board of pharmacy. CVS would never do anything to stop the bad customer service I was already receiving. But the pharmacy techs in 2019 was being outright unprofessional and downright bullying.

 But I fought back as long as I could. They would always get my medicine wrong or miscount it which I would always have to come back to the store & get the rest. They made this pharmacist the dirtbag who would not give me all my pills the pharmacy manager.

On 01/10/2020 when it was time for my medicine to be refilled. I spoke with them earlier that day & they were so nice to me saying they would have it ready.  When I in later in the afternoon.

  It still wasn't ready I asked the tech why do I have to wait 1 hour. When they told me in the past that it would only take 15 minutes to fill it. Then Matthew started to tell me off yelling & screaming at me saying that the board of pharmacy ruled in their favor, violating my HIPPA and privacy & telling me that they weren't going to fill my medicine & telling me to leave & not come back.  I told him off that customers have a right to stand up for themselves when being bullied by the pharmacist!

 Then Christine came after me while I was almost out the door telling me to leave leave. Claiming that they had my medicine ready but I told her that Matthew was very unprofessional and verbally abused me. But telling me not to ever come back just because I had filed a complaint with the board of pharmacy was very harsh treatment.

I did record their hostility toward me on my cell phone. I did call the police. But they lied to the police say I started the uproar & I wasn't allowed to come back to the store. Yes, I am hurt and distraught over this because I did nothing.  That they had to lie in order to get rid of me as a customer. For which they had been trying for a long time to do.

  But I wasn't begging the police to let me back in the store. I was telling them my side of the story that I didn't start it. It was Matthew the pharmacist the tech and Christine who started it.

 

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