CVSCaremark SilverScript Insurance Lack of concern for vital health issues. Poor customer service. Internal call recording malfunctioned allowing confabulation of issues. Wooksocket Rhode Island

CVS Caremark and SilverScript Insurance seem to be part and parcel of the same company. They are my supplier and Rx (drug-medication) providers. On or about December 6, 2013 2 Rx were ordered and I asked the rep for the shipment to be sent to a new, temporary address. They did not do so and the Rx never arrived. Of course they charged me for them claiming to have never been notified of the change prior to mailing. They claim the new address was given to them several weeks later, which is incorrect. The reason I called them is that the medication had never arrived. That started a huge mess. Reps didn't call back. Different stories were given to my by different reps. I refused to pay their invoice. I had to obtain a new Rx from my MD and purchase the 2 Rx locally. Of course I selected Walgreens not wanting anything to do with CVS ever again.

Coming more up to date, in March or April a rep suggested that they ship out a new supply. Make note that this was 3 to 4 months later. That is totally inexcusable! Once again, their products and services are life saving and health improving medications not pizza! Apparently all reps seemed unaware of the urgency of what was happening. Not one was willing to give me the name and address of headquarters. Now I am not saying they were not polite. Most all of the 10 or more reps with whom I had conversation were very nice. However is it obvious that they are not empowered to make decisions. The company obviously doesn't have full faith in their own employees.

Round around we went until it was time to open this up to the public so that it won't happen to others. I explained to several reps in February or March that their reaction to my valid complained was totally inexcusable and their "I'm sorry" comments were inacceptable at this point. It had gone on way too long. Calls to headquarters were answered by an automated call center. That certainly is not headquarters. Mr. Larry Merlo is CEO and needs to get into these issues and correct them immediately. That is, if you or anyone can reach him. He's well hidden behind toll free numbers and call centers. Some of their call center staff had no idea who he is nor where the company was headquartered. It's amazing.

An official complaint was made to the US Government office that contracts with these operations. About ten days ago a woman named Kelly called me denying so many of the facts. She was truly automated and robotic. She was absolutely the best person to head up a Customer Disservice Department. Again, she offered no resolution. Can you imagine how much time it has taken to settle this matter? She saw most of the calls and most of the time spent in conversations with their representatives. Yet she would not assist. I told her that her company's actions, behavior and concern for the health and welfare of customers are inexcusable. She could care less.

The next week, one of Kelly's supervisors called. Why, I have no idea. I thought Kelly was the Queen of excuses. Now yet another person comes in to the picture. Perhaps she is empowered. It's not just the $46. It's the principal and, again, what are they selling...Rx! They should know better.

On the rate occasion that I bring home a bad pizza, a replacement is given without question. CVSCaremark and SilverScript may do well to trail their employees better and to respect their customers. Without saying so in so many words, Kelly called me a liar. She hadn't heard all of the conversations and came to her own conclusion. Is that right? Let the public decide. I for one will never set foot in one of their retail stores again, now will my family I guess that is what they like to hear.

Kelly was made aware that I was about to notify the BBB, RipoffReport.com and other organizations. They had plenty of time to straighten out the issues. They refused. Thus this posting is being filed.