Coram CVS/specialty Infusion Services

"Edit: Review updated, see below. NOT the same as your local CVS Pharmacy. Please note that I don't know if this particular business is the same CVS Specialty pharmacy that supplies specialty medications. My local, box-store CVS pharmacy is awesome, the people are knowledgeable and helpful and go out of their way to look out for your medical needs. CVS SPECIALTY pharmacy is NOT your local CVS pharmacy. The Specialty pharmacy supplies unique and specialty medications when your local CVS cant, but good luck getting somewhere. I have two daughters with special medications supplied by the Specialty Pharmacy, and almost every month it's a hassle to get anywhere with them. The call center staff is hit-or-miss, sometimes you may get a knowledgeable person but that is a rare occasion, and if you do: hold on to that call for dear life. Several times I have been told that everything is good to receive medication, and then I don't , and so I have to call again only to find out they need some other mundane detail. A rep tells me the refill is good to go, I ask to verify and she says "oops, we require additional information...". Why don't they actually check their system before verbally confirming, isn't that their job? I have been told to contact CDPHP, Medicaid, or doctor, only to find out that was not needed, so I am on a wild goose chase for several days. I call and was told I need to sign up for some assistance program, I call again and turns out I don't, the rep checks her system and tells me I need doctor verification. And on and on the lies and misleading information and lack of responsibility just goes on. Some times I have to call several times a day to verify whether they have approved to send a medication, because they rarely call back. And during this whole time my daughters are running out of their prescribed dosage. The medication my daughters take is extremely vital to the health and stability, they cannot skip. I can't play these kind of games with their health. I have seen better service from Home Depot than this "Specialty Pharmacy". You are dealing with medications that are vital to a persons' life, health and/or mental stability, not selling patio blocks. I will give them a star for this though: it's easy enough to get a live rep. It's only a few button presses and a few minutes of waiting to talk to a live person. EDIT: I would like to update my experience in the past several months and raise the initial one-star rating. It seems like CVS Specialty pharmacy has improved their customer relations, I don't know whether it's due to internal changes or they just started giving better training to their reps or what. Now when I call for a specialty medicine for one of my daughters, I spend much less time on the phone and get calls back if anything is not right. That was not the case when I did my initial review. Whenever there is an issue with a prescription, or insurance or quantity or some other myriad of questions that would prevent otherwise prevent getting medication, the rep seems to know what needs to be done and who to contact if required. I've even received calls on Saturday asking for some detail just so my daughter can have her medication come Monday. I have to say, I don't know if someone at CVS Specialty pharmacy actually reads these reviews - less likely, or just enough people complained to them - more likely, but the quality of their customer service has improved dramatically. I will continue to update this review and rating if they keep to do the right thing in taking responsibility for the medical needs of their customers!"