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Went to the CVS #8430 at 39th and Noland Rd in Independence, Missouri. I was picking up Bactroban for my nephew. She has two insurances, which the pharmacy should process the claim with coordination of benefits (COOB) so there is no copay.

Unfortunately about a week ago I went to pick up the Bactroban and they said there was a $10 copay. I told her (a skinny blond-haired woman with glasses) that this was wrong and that she should check the claims again. She decided to debate me and told me to call the secondary insurance company.

After calling the secondary, the problem wasn't the insurance, the patient, or even the drug itself. It was that they left out the prescriber ID. This issue could have been resolved if the "tech" would have reviewed her rejection codes in the pharmacy software program.

All we received from CVS was a cold sorry. How freakin' rude.

This unfortunately isn't our only problem we've had with CVS. Ever since they took over our local Eckerd and Osco stores in Kansas City, they've gone down hill. They've lost my business and from what it seems, most of Kansas City's.

Monetary Loss: $10.

Location: Independence, Missouri

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Guest

I am a regular customer at the Newington CT CVS store, store #691

I am 40 and have been a customer since I was in my mid twenties.

In the last 5 years as a result of some stressful occurrences I began seeking the help of a local psychiatrist.

As a part of my treatment she prescribed me with an anti depressant, a Schedule IV sleeping medication and Vyvanse for ADHD (a undiagnosed condition, until recently, that has had a significant impact upon my life).

I am a professional with an advanced degree, do very well financially and am used to being treated with respect.

I am a very polite, well mannered person and always assumed most other people were.

WELL LET ME TELL YOU SOMETHING, THINGS CHANGE WHEN YOU TRY TO FILL ANY OF THE MEDICATIONS I AM PRESCRIBED. I WAS SUDDENLY BEING TREATED LIKE A PARAIH, A DRUG ADDICT AND A LOWLIFE. PHARMACY PERSONAL IN THEIR TEENS AND TWENTIES WERE RUDE, DISPRESPECTFUL AND CONDESCENDING TO ME. Ironically, I have more education and income than any of the employees of store #691 yet they ALL treat me as if I were a member of the lowest caste of society.

On one occasion I filed a complaint with the State of CT and with CVS's Privacy Office due to an incident in which one of the pharmacy employees violated my 'PHI' rights. That particular complaint ended up with an email interaction between myself and Thomas Moriarty, their General Counsel.

The employees of pharmacy at store #691 are all ignorant, uneducated and poor mannered little monkeys all performing to their music box playing master.

Guest

Let me point out that you were probably a ***.

Guest

May have been an honest mistake, but it's because of all the ignorant customers that blame CVS for their insurance being screwed up and they still want their medication or "they will just die".

Pharmacy techs work hard, and hear A LOT of BS from people. They work 10-12 hours a shift, no breaks sometimes, and have to deal with pissed off people who always blame them personally for something being wrong.

The reason she was rude to you I guarantee is because she figured you were just another b****y customer who didn't want to pay $10 for what is probably a $300+ prescription.

Guest
reply icon Replying to comment of Guest-596151

I work at CVS as a tech and I completely agree with you. When I started work i always thought Id be helping people and having a decent job.

A few years down the line all I get is: lies from my boss and managers, BS from uneducated drug addicts and old racist people, no 15 min breaks (despite my right to have them :D ). THey don't want you taking those breaks since they are..you guessed it: paid breaks. They do demand you take your 30 min break and if you decide that you won't be able to make rent unless you stay and work a straight 10 hour shift, they'll take it off your paycheck anyways :D Corporations are evil and they are slowly destroying the idea of fair commerce.

When was the last time you picked up a script from a mom and pop store...decades maybe? How about a good reality check of the society we're living in.

Guest

I work at a cvs maybe the person that helped you was new & didn't know. CVS do hire people that don't know anything about pharmacy.

Guest

your Personal Injury Protection (PIP) covers you in the event that you are in an aceidcnt involving a car. you could be in someone else's car or on bike or on foot.

also you may be partially at fault, i don't know how it happened.In florida your PIP pays first regardless of fault, i don't know where you are but its possible this is the same there.

don't just sue them either.if you sue the driver, you may not ever get money if they don't have any.If you sue the insurance company before they can pay, it costs them more. where do you think they will get the money to cover that .that's right higher premiums.Just give the insurance info, it can't hurt you any.

Guest

i work in healthcare. sometimes i feel like screaming.

I would get fired if i was rude.I get paid to do a job. what makes cvs employes that they are entitled.

we all have to take ***. Get over it

Guest

Get a job if you are implying that they should give things for free. At least the people working there were taught manners and to apologize when they were wrong.

I give their parents credit.

However yours taught you to be an ungrateful brat who asks for more. Shame on them.

Guest

The funny thing is, most of the people complaining about stuff like this would not last more than a week in a CVS store. You try fixing small *** like this when you have customers at both drive throughs, backed up at the register, dropping off new prescriptions waiting on them, all the while your supposed to meet the deadlines in production and answer the phone --- all simultaneously.

Working as a CVS intern has made me despise the general public as they have no sympathy whatsoever for what it takes to deliver there medication. *** happens, and it can be resolved, but don't jump down someone's throat about it.

Guest
reply icon Replying to comment of Guest-513215

Amen...Amen...Amen

Guest

Some of these comments are incredibly rude. Customers deserve respect but so do techs.

If something goes wrong, do not blame them, help them to help you solve the problem by giving all your insurance information. #BIN numbers do work...however, if your insurance has lapsed and/or you processed the claim out of order, it will reject. There are thousands of insurance companies and sometimes, our software systems do not pick up their BIN numbers. Customers should not take it personally when something is off, they should be patient (pun intended) and wait.

Things can be resolved.

For the person who suggested going to a senior tech, I agree. It takes upwards of 2 years to full know what you are doing in a pharmacy. But I would never suggest that a h.s.

student or new employee is "dumb." They are not.

It's one of the toughest jobs out there regarding training. And the very person you are rude to today behind that counter is going to be your doctor of pharmacy in future.

Guest

I do understand the concerns that customers have with the type of service that they receive and pay for, however I do agree that perhaps you should never assume that everything is on auto-pilot. Be able to present both insurance cards and always expect to have to explain to someone how your prescriptions are usually handled.

If you were at an intersection that had a green light, would you assume for it to be safe to go through the intersection without looking both ways? Just like any other business, you may encounter new employees who will not know how your prescriptions are usually processed, or even tenured employees who just happened to forget how yours is handled. As an educator, I want to assure you that the individuals that staff pharmacies today are highly trained and qualified professionals who, BY LAW, need to meet certain licensing requirements before being able to step into the pharmacy so there is really no need to question their credentials. Whether you believe what I just said or not, you still have the responsibility of making sure that we know how we should process your order and if you want ZERO co-pay, then you should make sure to do that.

As a consumer myself, I make sure that there is consistency otherwise I kindly bring it up to the staff.

As a pharmacy employee, I know for sure that no matter how many times we double-check our work, there is always going to be room for human error. That is the reality of pharmacy.

Guest

Call before you pick up your meds. Every customer has their own insurance company/plan so it is a process of trial and error.

Once a tech becomes familiar with an insurance company they can process the claims and errors at a faster rate; however, insurance plans change all the time. There is a pharmacy here that no longer contacts their customerรขโ‚ฌโ„ขs insurance companies because of the amount of problems and time that are consumed by them. The simple fact is that the insurance company can override the price at anytime. CphTรขโ‚ฌโ„ขs are far underpaid to have to deal with that mess anyway.

After all we are just a bunch ill educated peonรขโ‚ฌโ„ขs right? Hereรขโ‚ฌโ„ขs a fact for youรขโ‚ฌยฆthere are more and more certified pharmacy technicians with their undergraduate degrees. There are just jobs for them. So treating them subpar and making rude comments will get you nowhere.

If it is that big a dealรขโ‚ฌยฆpick up your prescription hardcopy and take your business elsewhere. It does far more than complaining.

Guest

First of all, if you 2 insurances, you have duties to present both insurance card so tech can add so Tech can bill the primary copay to secondary insurance-usually medicaid.

All state and federal insurance will require NPI # for processing so all persons who have Prescribing NP,PA,MD,DDS,OD whoever you are should write in your NPI #. Stop blamming over overworked Techs and PHARMACISTS they do not need to listen to obnoxious,demanding,ungrateful persons who is getting help from the tax $ that they pay.

Guest

First off wow! A little shocked at a customers experience.

I am a Lead Tech. a little offended by our completion certificates come from a local paper mill. I am state and nationally certified they just don't print those off to random Joe's you have successfully passed the test and as for studying and training whether it is software or prepearing scripts. This is a very tedious process with lots of steps to ensure a proper fill.

My staff and I do go the extra mile to help our patients and fix anything that they ask for and always greet them and let them know we are here to help. There are no cell phones, by staff or pharmacist alike we do believe getting a job is hard today and we value our customer service because this who makes our paycheck not just the company. A customer is never argued with or treated horribly or made to wait for a childs sick medicine MAX is always 15 minutes the more waiters the better your customers are happy in & out. Someone is always there to back-up your line answer calls within 2 rings.

I know this job can be tough on a 10-12 hour day that is normal for all of us at CVS im sure the software "trainer" has a 9-5 off weekends, no holidays good for you, im in this business to make it more successful and to encourage my team & Pharmacists.

We do pay attention, at all training and meetings I meet monthly with my PIC on a free weekend if I can manage that to discuss results, goals, and how are we going to make things even better. I hope that Ndnbc wherever they may take there business is happy.

Guest

Here again, I love people telling pharmacy techs and pharmacy staff HOW to do their jobs.. YOU HAVEN'T A CLUE till you walk in our shoes...

I don't tell you how to do your job, so, DON'T tell me how to do mine.

maybe if customers aren't so talkative and interuptive and annoying while we are trying to figure out how to remedy a problem, things would get done easier.. next time just zip your lip..

Guest

if you realy worked in customer survice you would know how we hate people like you. I bet you have never worked in a busy pharmacy so you don't know anything about how hetic it can get.

It takes time to learn and your attatude of know it now or leave is not logical.

You said you have worked in a few customer service spots. How come you didn't take a difference career path once you failed at one job?

Guest

I have been a pharm. tech for 6 years now and i worked at the bussiest pharmacy in the KC metro area.

81st and state ave. kck. To the girl who said it's hard to learn all the ins. things because there are so many different kinds, you are lame!

Type in the BIN# and then populate the fields. DUH!!! Second. why are people trying to point the finger back at the person who brought in the prescription?

was it her insurance? NO leave her alone. It was her nephews. Tech's are the backbone of a pharmacy, w/ out them it will all colaps.

The majority of pharamcists don't know a *** thing about insurance companies and how to bill them. Bottom line: if you see a 16 year old kid playing pharmacy tech and they seem a few colors short of a rainbow they probably are. Ask for a SR. Tech or someone who has been there atleast 3 years.

And customers, it would help us out a lot if when you drop the RX off to let us know that you have 2 ins.

to be billed that way we can plug the copay back in and have the secondary pick it up. Thank you and go to walgreens in KC

Guest

I wasn't after anything, I just want the pharmacy to do their job. Since then this has constantly happened with this location. I have worked at Caremark and other customer service positions and just you being busy isn't enough. It is just a part of working in a pharmacy and in a consumer-centric workplace.

If you can't handle the job then maybe you should go work the fry station at McDonalds. And for the "fast food" comment, you have a drive-thru window and you use a cash register. The pharmacy had its time to process the prescription claim properly.

And they do cover this in the software training, you just have to be paying attention. I've trained pharmacists and techs before on processing claims. Some are too busy think by having a degree, or as in tech's, their certificates of completion from the local vocational paper mill, that they don't need to know it. They'll sit there on their Blackberry, thinking that the pharmacy boom is going to continue and they can get a job anywhere.

So pissed customers are a fact of working in a pharmacy and if you don't like it, replace your tech license with a food handlers permit so you can work at a place where you have little to no responsibility. Deal with it.

Guest

I would just like to say that as a pharmacy technician, it takes a long time to learn all of the tricks of processing hundreds of different insurance plans. All plans are different and require different codes/solutions when solving rejection issues.

Most pharmacies are very busy, and at CVS, we are forced to work with a bare-minimum staff. The employees are often in a tough situation where they need more help, are frustrated that there isn't enough staff, yet are not supposed to complain about it or use this excuse with customers. It is a tough job at times and an irate customer isn't helpful at all. It would be helpful if consumers didn't expect "fast-food" type service.

For the most part, customers can see that we are visibly very busy, and are patient. Some people are just rude and want to complain. Here's an idea: call ahead and check that everything is in order before heading to the pharmacy. This gives the staff a chance to fix problems without the wait at the store.

Also, know YOUR insurance plan and it's limitations/policies before blaming the technician. Most people seem to think the pharmacy determines your copay amount, but this amount is coming straight from your ins.

co, and prints right on our label. Blaming the staff only makes you look ignorant.

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