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  • I called today 8/23 @9am to confirm my insurance would pay for certain vaccinations since I would be traveling abroad. I should note I had talked to my insurance and they said vaccines are covered as long as I stay in network. CVS is our recommended pharmacy. The gal that answered the phone didn't identify herself and while I typical get names, she was already PISSED at the world. I explained the nature of my call and she immediately said she couldn't tell me over the phone. I told her I was looking at a piece of paper that showed certain types of vaccines and that insurance was accepted. She told me again "flu shot" are not covered by insurances and she couldn't tell me over the phone in a tone that implied I was an idiot but my insurance would be able to give me that information. I forgot what I said next because she was extremely bothered that I had the audacity to disturb her morning by calling seeking information. I was then told the only way to know would be to process it. So I said "so what you're telling me I need to go in." She said yes and I told her that I need to go in and show proof of insurance. I didn't realize with my last statement I had implied she was to give me her first born. She told me no and continued to use "flu shot". I said I wasn't calling about a flu shot but rather vaccinations recommended to travel abroad. I was then told they didn't do that. I told her I was staring at a piece of paper (which I printed today at 840am) that had a list of vaccinations that mentioned were given. She said it was wrong and unless it's a mini clinic, they are not done there. I told her I was staring at the address for that location and incidentally is how I got the number to call the location....she used a term of endearment-sweetheart when relaying the next piece of information. I would love to say it was a genuine endearment but it wasn't. Towards the end of the call, I had copped an attitude as I struggled to refrain from cussing her out. A little earlier in the call, I didn't reply to her because I was busy biting my tongue. To her credit she didn't hang up but I enjoyed the multiple hellos from her to see if I was still on the line. I ended up apologizing in the same sincere way she called me sweetheart. Before I hung up I told her I wanted to pass on the feedback about the inaccurate information. Response-"I will let my boss know." No, I won't be going in and now I know why I won't and will not use CVS because I have no doubt I'm not the first customer that has experienced her charm. Yes, we all have our bad days including myself. But I've been in Customer Service for MANY years and I work at a place where that is top priority and I can honestly and happy to say, I've NEVER extended that type of service to anyone.
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