At all cost avoid this pharmacy and the one at 5408 Ygnacio Valley Rd, Concord. Have never dealt with such incompetent people (this time was Pam). When I first contacted Pam I informed her I wanted to transfer a Rx "for a 90-day supply" filled at Ygnacio CVS because the female pharmacist there hung up on me. I provided Pam 1-800 # to "call for the Rx savings program card to obtain instructions on how to remove the e-voucher from insurance plan". First, why does someone knowing going to work the pharmacy call line not have a pen handy?
Pam called me back and said the card was denied. I called the savings program the rep informed me CVS sent in request for Rx cost of almost $12,000. I called Pam back and provided her Mckesson's 1-800 to call and I informed here AGAIN to "specifically ask how to remove the e-voucher from insurance plan" (note this is the 2nd time I speciifcally informed Pam why she needs to call the 1-800 #). Pam calls me back and says the card was denied again because max co-pay limit has already applied. What? This is the 1st time I am using this card. I called the Mckesson's 1-800 # again and rep informed me the log shows the call with CVS, but Pam only was asking about plan information and did not specifically ask how to remove the e-voucher from insurance plan. So I call Pam on cell phone while having Mckesson rep on landline for the two may talk while I listen. The Mckesson rep obtained two pieces of pharmacy identification from Pam and called the Rx savings program card relay team. The relay rep informs us she has removed the e-voucher from insurance plan and instructs Pam to reverse the Rx to the insurance. Pam's reply, "I can't another pharmacist has the Rx up on their monitor." What? She cannot inform that pharmacist to exit monitor? While waiting for other pharmacist to exit monitor, I asked Pam, "when you called the Mckesson's 1-800 # did you specifically ask how to remove the e-voucher from insurance plan"? Pam replied, "No, not specifically". Now Pam cops an attitude and says, "I do not know the status of Rx because Rx has been going back and forth so many times already." Well who's fault is that? (Hint: not mind and not the 1-800# reps.) Pam, finally says Rx to insurance is reversed. Relay rep instructed Pam to bill the insurance as primary and the Rx savings program card as secondary. Pam does and informs what my co-pay is, which was not what I expected. The Mckesson is about to explain when Pam immediately says "I going now for I have other customers". Why? What if there was still an issue on CVS side?
I drive to CVS to pick-up my Rx. Lady at counter informs me the Rx is not ready for they only have 1 box (30-day supply) instead of 3 boxes and asked if I wanted the partial order or wait until Monday for entire order. I replied, I will wait for Monday. I walked down to the frop-off window where Pam is. Pam looks at me and says how may I help. As I mention my name she turns back to her monitor. I said, I just want to understand where the difficulties are? As Pam is working she points to her monitor and says, "It's an electronic thing." What? I mention to Pam that Mckesson rep informed me that she/Pam did not specifically ask how to remove the e-voucher from insurance plan when she called. Pam replied, "I cannot say what they said or did not say". Why is she lying? I replied, "when I first talked to you I mentioned that you needed to call the Rx savings program card to obtain instructions on how to remove the e-voucher from insurance plan and I repeated that to you in another phone call". Pam replied, "I never had so much trouble with an e-voucher." That's it! No acknowledgement nor apology for her incompetence.
I return home. Half hour later I receive a CVS auto call saying my Rx is ready. I called CVS and good ol' competent Pam answers. I ask if she may verify Rx is ready for I just received CVS auto call. She replies, Rx is ready. I replied, so why was I informed the order could not be fully filled until Monday. She replied the warehouse shipment contained the medication. What, they could not check the warehouse shipment when I was there? Pam, replied we just received the warehouse shipment. Ah, like I am suppose to believe good ol' competent Pam that warehouse shipment came, they went through the shipment, and filled my Rx during the short period since I left CVS? read more