Complaint Review: aetna SilverScript CVS Caremark -

Background:  I called 4/1, the start date of my policy to have a note on my record that NO child-proof caps be used.  AND, when my prescription was sent to Aetna, I called to confirm that it was brand name medically necessary and reminded Aetna to not use child-proof caps.  At that time the prescription had not been mailed to me.

The original prescription arrived but had child-proof caps. I was told to send the prescription back (and Aetna provided me with a mailing label) and upon receipt, Aetna would immediately send me a replacement as I was running low by that time.  That DID NOT happen as I had to call Aetna which further delayed my refill which caused me to run out.  

I have received my prescription without child-proof caps for years and I find it extremely rude, unprofessional, and not customer friendly that Aetna cannot send my prescription in a bottle that I can open.  If I can’t open them, then how do they think I should “remove the child-safe caps on the prescription bottles each time and replace it with your easy-open cap supply.”  Why don’t they understand THAT I CANNOT GET THE CAPS OFF???   AND why have they sent me snap off caps of the WRONG size at least 5 times??? The snap off caps DO NOT fit on the bottle – they are not the same size and I have repeatedly told Aetna that.

Aetna states “Regrettably, easy-open caps are not available for bottles packaged by the manufacturer.”  Well, do they think they should repackage if it is an issue??  Or is it the customer’s bad luck to have Aetna insurance?  What if it was their family member that could not open the caps?  And then why do they keep sending something that they know won’t fit?

Upon Aetna’s instruction, I returned the prescription, the CS representative said that it would be reshipped to me the same day it was received and the renewal date would be 90 days after the ORIGINAL prescription was sent.  It WAS NOT shipped as promised nor was the date corrected.  I had to call AGAIN to get it shipped. I WAS without my prescription because of their incompetence.  The date has never been corrected. 

To reiterate:  1) they were notified that I required NO CHILD-PROOF caps TWICE; 2) their error caused me to be out of my prescription and their promise to reshipped and correct the refill date to the original date upon receiving the return DID NOT happen. 

And as two side notes, 1) I was misquoted the original prescription price and the Aetna representative, at my request, aetna listened to the original recording and admitted that I was misquoted the price; 2)  I have found a local pharmacy without insurance that is cheaper for the same exact prescription (Aetna price $43.16 and local $34.35 for 30 days).  And a second prescription was less than $10 locally and yet Aetna charged  me more than $46.  This 2nd prescription is on me because I assumed that with insurance, the price would be better.  However, I expect to be quoted an accurate price and Aetna to stand by their quotes.  I feel cheated by Aetna and do not trust Aetna.

I have found Aetna to have non-existent service, not be customer service oriented, incompetent, or even care about their customers.  The treatment I have received from Aetna should be an embarrassment for Aetna.  Aetna is one of the worst companies I have ever dealt with and I will be NOT be renewing my prescription plan during open enrollment. I am sorry that I am stuck with it for the next 2 months. Aetna doesn’t stand by quoted prices, can’t understand or use snap caps, and does not stand behind what they say they are going to do.  I am sorry that I thought Aetna was a good company as this all has changed my opinion.