CVS

The CVS located on Hwy 15 South in Hazard, KY has consistently had extremely poor service for over 2 years now. This pharmacy is in a small, rural town where customers travel often as much as 45 minutes to get to this CVS. The most problematic thing at the pharmacy section of this CVS is, each time you call to speak to the pharmacist or an assistant, the answering system comes on and places you on hold but no one ever comes to the phone, leaving you on hold for however long you are willing to keep waiting, therefore, making it impossible to ever speak with anyone regarding whether your prescription is ready, it needs to be refilled, needs refills from the doctor or to ask questions about particular medications, drug interactions or contraindications, etc. There are so many reasons one may find themselves needing to speak to their pharmacist or pharmacist assistant even. It is however impossible to ever speak to anyone at this CVS pharmacy and it has been this way for over 2 years now. Even after speaking to employees, it continued. This is not occasionally a problem but rather, it is always this way.
My aunt is 79 years old and is on a lot of medications. She has been with this CVS pharmacy for years. Many times they have caused her to have to drive all the way into town, making a special trip, just to find out something about her prescription. She never knows when her prescriptons are ready, which are on autofill or any of the other information mentioned above and there is no other way available for her to get assistance. She has tried using the auto refill but unfortunately, each time a prescription is renewed the auto refill does not automatically become effective with the new prescription. With so many prescriptions, all being renewed at different times, it becomes impossible to keep up with and they offer no assistance with making sure this service continues with new prescriptions. She has had to make so many wasted trips into town just because they will not answer the phone. She has also been brought to tears several times due to the total apathy of the employees, the inconvenience of having to drive all the way to town just to ask a question, and their lack of willingness to assist her or attempt to make things any easier for customers. Recently, the aggravation has become more than she can bear. She has finally had enough of their substandard service and poor treatment of customers and has given up on continuing to hope things will eventually get better. After having been with this CVS for 24 years, she has decided to fill her prescriptions at another local pharmacy. It has become abundantly clear to her, no one at this CVS cares how poorly this pharmacy is being run or about the hardship they are causing their customers of which many are elderly and some even have to be driven into town by others just to speak to someone at the pharmacy.
It is my hope, by making these problems known, with the appropriate change and improvements, this CVS can become a good pharmacy that cares about its customers.