Dear CVS, I Hay Chew


Generally speaking, I live a pretty easy life. I’m retired, I get to spend the days gardening, reading, playing with my grandchildren. I don’t have many stressors.

And that’s a damn good thing, because the ONE huge issue in my life is my ongoing war with CVS.

The trouble started a couple of years ago, when my Mom realized that it was time to give up her car keys. She came to this difficult decision after her kids and grandkids gently persuaded her that she had become a menace to herself and to everyone else on the road.

It only took a few weeks of endless haranguing, but Mom eventually agreed and gave up both keys and car.

Phew.

At that point, I had the brilliant idea that we should switch Mom’s prescriptions from the local CVS to the online Caremark/CVS system. Smart, right? No more worrying about needing a refill every thirty days, because with Caremark, we can get three months worth sent right to the house!

No more multiple texts to figure out who can pick up the medicine, and who can call the doctor to reorder.

So.

Smarty pants me went online and signed Mom up for Caremark. Awesome!!!!

I checked all the boxes, filled in all the information, clicked where I was supposed to click.  Thirty days later, right on time, Mom’s three medications were refilled! Huzzah!!!!

Annnnnnd….30 days after that (even though CVS/Caremark had sent us 90 days worth of meds), Mom got a call from her local store asking her if she wanted to refill her scripts.

Huh. I thought I had clicked the “no longer refill at local CVS” button….Oh, well. No big deal. I called Caremark and spoke to a nice lady. She promised to fix things.

One peaceful month passed, and then, you guessed it. CVS called Mom again. She got confused but figured they knew what they were doing. So she got refilled AGAIN.

This time I called both CVS and Caremark. The local store promised to take care of it and change the status in their computer.

But Caremark, the same place I had called four weeks earlier, told me that they couldn’t speak to me about my Mom.

“But you did speak to me a month ago.”

“Well, we can’t speak to you now. You need to prove that you have power of attorney.”

“Uh…Will her medicine be refilled when it’s due?”

“I can’t tell you that.”

Grrrrrrr.

Fast forward about 4 weeks. My older brother has sent proof that he has power of attorney. I have walked into our local CVS to explain the situation. I’ve been reassured that they won’t try to refill her meds at the store any more.

Time for the Caremark three month order.

Which did. not. come.

Double grrrrrrrrr.

Log back into Caremark, click more boxes, check more checks, remove Mom’s phone number and replace it with mine. Fill out the “Automatic Refill” form. Again. Put my name on as “medication manager”.

Feel satisfied.

Until Mom calls to tell me that……CVS CALLED HER AGAIN TO REFILL THE MEDS!!!!

This has been going on for months. Months, I tell you!!!!

I have called the local store 3 times, been in there twice, called the 1-800 corporate number twice and gone to CVS online at least five times.

The last time I went into Mom’s local store, I begged the pharmacy lady, “Please, please, forget you ever knew Mom! Pretend she died! Can you mark her record as deceased??”

They were horrified, but I was getting desperate.

I swear, I don’t know what to do!

Two weeks ago I had to get on line again because one of the Caremark medications, one that is marked “automatic refill”, failed to refill.

SCREECH!!!!

Got that sorted out without resorting to any felonies.

And three days later I got a text from CVS. The store. The one that is supposed to  think that Mom has crossed that rainbow bridge. The exact same frickin’ text that I have been getting every thirty days for eons.

“If you want to refill your prescription for C, text YES. If not, text NO.”

I kinda lost it.

I texted back, but it wasn’t NO. It was something more along the lines of “What the FUCK is wrong with you people???”

Answered with: “Invalid response.”

This went on for a while.

“Go to hell!”

“Invalid response.”

“Stop bothering me!”

“Invalid response.”

“Never darken my door again!”

“Invalid response.”

“I fuckin’ hay chew.”

“Invalid response.”

Finally I started to feel a little silly. Also a little vindicated. So I texted NO and figured we were set.

Nope.

Mom called me yesterday, feeling confused and embarrassed. It seems that CVS, or the tiny brains that run the place, must have decided that I was too insane to deal with. So they apparently dug out the old phone number that I had spent a year getting them to delete. They called my poor Mom, who tried to tell them that she didn’t need any refills because her kids are taking care of it.

I can’t even imagine how that conversation went.

Because not only did CVS decide to refill the meds, they also decided that Mom needed a welfare check. So the poor lady got an unexpected visit from a local police officer.

Yeah.

I will not report on the conversation I had with CVS after that. I just hope this time they believe that Mom is “in a better place” and they don’t try texting Heaven to see if she needs more blood pressure medicine.

CVS.  I seriously hay chew.

golden_rx_pharmacy_symbol_mortar_pestle

 

 

12 thoughts on “Dear CVS, I Hay Chew

  1. Ah yes….the joy of managing parental medication….it is a task that makes you think you have lost your mind…and don’t get me started on the complete lack of customer friendliness of the CVS Caremark website!!!!

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    • Right????!!!??? I just feel like any group of eager ten year olds could create and run a better system. Mom’s last refill read “This medication will refill now” for four days….Finally I complained, and they shipped it, but never explained or apologized.

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  2. And we wonder why seniors who don’t have family looking out for them have so many medication issues… Ridiculous situation and maybe time to get away from the whole CVS brand online and in person and find something else-start from scratch with no one who has ever had any info on mom. Although I would bet that CVS would still call because that’s how utterly incompetent they seem to be. Geez!

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    • That’s a good idea, Deb, except that when a person is on Medicare, they need to use Caremark for mail ins…and Caremark is part of CVS! Time for non-profit medical care!

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  3. Oh Karen. I can SO relate. Don’t even get me started on CVS Caremark. I have fought with them for YEARS!!!! It’s so unbelievable. I’d love to find another option but insurance…. The only company that just may be worse is Comcast…but let’s not go there.

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  4. I’m so sorry you had to deal with this!!! They are beyond incompetent and have wandered into the sphere of harassment of your mother. If they call her again, I think I would consider reporting it to the police and using that word…harassment. Meanwhile thanks for posting this so I know never, ever to try to deal with CVS or Caremark!

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  5. Omg. So many levels of incompetence here. My insurance through work encourages we get our prescriptions through CVS/Caremark, but I’ve continued to opt with the pharmacy I was using prior to this job. Thank you for helping validate my decision, and I hope you get the insanity sorted…. somehow…

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