let’s talk about cvs (follow-up)

I wrote about CVS on November 5th, 2021. I also contacted corporate…all of the way up the food chain to the big kahunas like Karen Lynch and Shawn Guertin. As a matter of fact, here are the email addresses so anyone can write to them:

Karen.Lynch@cvshealth.com

Neela.Montgomery@CVSHealth.com

Michelle.Peluso@cvshealth.com

ExecutiveOffice@cvshealth.com

Jared.Tancrelle@cvshealth.com

Teresa.Carter@cvshealth.com

Matthew.Blanchette@cvshealth.com

Shawn.Guertin@CVSHealth.com

At first the email set off a flurry of corporate responses including from Michelle Peluso who apparently just got a giant promotion as per CVS spin doctors:

Prem Shah has been named to the newly created role of Chief Pharmacy Officer and will oversee the omnichannel pharmacy strategy, effective immediately. On January 1, 2022, Shah and Michelle Peluso will become Co-Presidents of CVS Health’s retail business, with Peluso overseeing front-store strategy and operations. Shah joined CVS Health in 2013 and is currently Executive Vice President, Specialty Pharmacy and Product Innovation. Peluso joined CVS Health in 2021 as Executive Vice President and Chief Customer Officer.

~ CVS 11/18/21

Michelle Peluso is one of the ones who responded to my initial email. Assured me everything would be ok. Here is what she said:

Hi – I’m Michelle Peluso, our Chief Customer Officer, and clearly, your experiences are not at all in line with the service we aim to provide. You have my sincerest apologies. Our senior care team will reach out to make sure we quickly resolve your and your husband’s medications, and equally, our head of Store Operations, Jared, also copied, will look into what is going on in those stores and how we fast improve. I will stay close to this until we get this resolved.

~ email reply November 5, 2021

Ok so I am trying to be patient, we are all trying to be patient. They have a new District Manager who is working her tail off. Customers are being terrible to her, CVS employees locally are not being much better. Our store in Frazer, PA is closed because they have to fix a broken system and bring in new pharmacists. It’s a shit show. I don’t like cursing on my blog but it is time to call a spade a shovel here.

Adding to this problem is although it should be easy peasy to move a prescription unless narcotics or a very specific list of meds, but it’s not. My husband (for example) tried doing it via the CVS website, and gave up in frustration after an hour. He needs refills within a couple of days. His prescriptions was what started me down this rabbit hole in the first place. That and my inability to get my prescriptions filled and they are supposed to be on automatic refill.

Well today, I did a pill count for my prescriptions and looked at the calendar. I have received only text messages from CVS as of November 10th that my store was closed. So I called to refill my prescriptions. First I get the message my prescriptions will be refilled automatically on November 21. That was at 5:45 PM today…,November 21st. I don’t even know where my prescriptions are, and shouldn’t I be able to choose where my prescriptions go? It’s super freaking frustrating.

Once again a WTF moment, CVS. And Ms. Peluso are you staying close? Have you been down here to our neck of the woods or are you just there in the Woonsocket, Rhode Island gilded corporate tower counting the additional shekels that you will undoubtedly receive with your promotion? Well, we the consumers are watching and all we see is the news on CVS.

CVS is closing 900 stores, and the big winner is Dollar General
By Nathaniel Meyersohn, CNN Business November 19, 2021

INC: CVS Isn’t Closing Its Doors–It’s Becoming The Company It Set Out To Be Nearly 60 Years AgoThe death of the pharmacy’s retail stores as we know them is the birth of a whole new business
BY KELLY MAIN, WRITER/ADVISER
@THEKELLYMAIN

CVS had every advantage, but it lost the pandemic. Here’s what happened
By Nathaniel Meyersohn, CNN Business
Updated 2:10 PM ET, Sat November 20, 2021

I spoke to another friend who is out of her meds and she’s super worried about her husband’s meds, because they are diabetes related and well if you screw with those, someone could die right?

A woman in West Chester posted this evening on Facebook a simple question: “Are there ANY CVS stores with a functioning pharmacy?”

I can’t disagree.

Another friend tried registering for a COVID test in advance of Thanksgiving travel, and the CVS’ COVID test scheduler was apparently hacked.

Oh yeah, I have screenshots CVS, including from Twitter where the CVS hate is real. Many people do NOT have a choice as to where they can get prescriptions filled, and many can’t get prescriptions mailed which of course lends itself to the topic of how bad USPS is could you trust the prescriptions to make it to you?

Personally I think part of the problem here is the Aetna and CVS love err corporate connection which makes them joined at the proverbial hip. Aetna sucks. Had Aetna for years for health insurance and went through breast cancer with Aetna not wanting to pay for quite a bit. You have a lot of Aetna fat cats who are still on CVS payroll.

CVS we are TRYING a to be patient here, but I think things are so bad that y’all need to get your corporate asses down from Woonsocket and into these local stores here and everywhere. You need to support your employees, including the district and regional managers. You need to support your customers. We need more than polite platitudes. We need to be able to just get our prescriptions without having to keep raising unholy hell to do so.

CVS I will keep writing until this broken system of yours is fixed.

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