Optumrx

I am only using them because my company switched to them and I have no choice. I tried to get a specialty drug prescription for a 90 day supply. They tell me that under my new plan that isn't allowed. I filed for a special release. I was denied. Ordered a 30 day supply. They confirmed my order, I received an email confirmation that it was to be shipped and order was paid in full. The shipment never arrived. Contacted them and the only explanation I got was it was a computer glitch. So they scheduled another shipment. The next day I notice an additional charge on my credit card. I contact them again to find out that they were shipping a 90 days without notifying me and charged my credit card without my permission. So now second shipment did not get received and was held by UPS for an extra 2 days. The prescription has to be refrigerated. So because of the delay the prescription was bad. So now I had to have a third shipment. They don't ship it in a cooler, a dang card board box. I have no way to know if the prescription is bad or not. I am so disappointed And have no choice but to deal with this idiots.

Forced to use optum for specialty med. I am a RN who used to help people get specialty meds. If they had Optum I would set aside enough time to deal with a mess.
Then. I get a notice a couple yrs ago that my own Ins plan will use them. I felt I knew their crap, could navigate it for myself. Wrong.
EVERY MONTH … EVERY MONTH it is like I am a new patient. I heard one guy banging on a keyboard like it was a old IBM dragged in from the garage. He kept saying out loud the keys, "enter" "tab" "space"
Then I heard "bye daddy!" Then a TV in the background. He said gleefully "It went through!" Well it didn't. I have NO idea what he did, I spent 30 mins w him. They had no record of my call, but I tape my calls. They don't want to hear it.,
I get a text to refill, click on the link and order. 100% of the time it doesn't work even tho it says it's being processed. So I have to call which is more anxiety than I can take.
I have pushed and pushed, did get someone that seemed to know what's happening & she said she would personally order my med for me each mo. Nice gesture, but that was a lie too. The only thing anyone seems to be trained in is how to lie, smoke and mirrors, and fake "I'm sorry " over and over.

My rheumatologist wanted me to start Humira because I have moderate to severe rheumatoid arthritis. The prior authorization was rejected because it was started by my primary. My rheumatologist put my records and her notes in with the appeal, and it was still rejected. It went to level 3 appeal, and was denied because they said that the medical records had not been sent from Optum to the external reviewer. Then they said I would not be allowed to appeal for 6 months. So, my rheymatologist switched and tried to get me on Enbrel. She sent the prior authorization. It came back denied. They said they did not have my medical records. This is criminal! A legal case needs to be started against this company. There are so many suffering people because of these greedy, grubby liars!

If a zero star or negative star rating was available, they would earn it. My doctor sent in a new prescription over a month ago. Two weeks ago I went on the website to check the status. It showed no pending prescriptions, in fact it also showed no prior orders even though they had shipped 3. I called customer service and asked about it. After 20 minutes on hold, the agent said she would check with the pharmacy. Another 10 minutes on hold. She comes back and says the order was cancelled because it needed prior authorization, she said I should have checked their drug formulary. I asked why I wasn't notified nor was the dr., well it is not their policy. My dr submitted prior authorization 10 days ago so I checked website, same result, also same result looking up prescription order history. Called customer service again. After the agent found my account she said she would check with the pharmacy. After 10 minutes on hold she came back and said the pharmacy has no prior authorization. She then said we can call your Dr. for it. Do I trust this will happen? Not in a million years.

My health care was switched to their parent company who shoved me into OPTUMRX for my mail order prescriptions.

I am an insulin dependent diabetic and my doctor sent in a prescription for a normal 90-day supply of insulin. OPTUMRX cancelled the order - THREE TIMES, demanding that I get in the middle between them and my physician, which I ultimately had to do.

OPTUMRX still mucked up the process. I had to contact their parent company to raise hell before anything progressed. Finally, when I was down to a one week supply of insulin, OPTUMRX notified me that they shipped my medications.

If I could, I would switch back to EXPRESS SCRIPTS in a heartbeat.

Scam sucking hunk of $#*! company, Dont deal with this company it blows. Prescrip cost are bull$#*! and the explanation why is even more $#*!ed, call them and experience it yourself!

When attempting to refill my prescriptions on line I noticed that the number of days covered had changed from 90 to 45. This was an existing prescription with refills available that had previously been filled correctly by them. The prescription number and dosage were the same but the number of pills had been cut in half. How can this happen? I know my doctor didn't change it and I know the prescription she sent to Optum was for a 90 day supply. The customer service representative was no help and just kept repeating that they fill the prescriptions according to the information they have which is, of course, the same incorrect information that shows on their web page. She was totally unhelpful and not very nice. This makes no sense. At the very least I expect customer service representatives to be civil to the customers and make some attempt to solve the problem. (By the way, I was not nasty to her at all, although by the end of our conversation I certainly felt like it!) Very frustrating!

I had to order diabetic insulin. Optum had up to date prescriptions already. The order did not come and I called to get the status. Apparently the Insulin was on backorder so Optum just canceled the order. I ordered again a week later and again Optum canceled the order. I then called my doctor and transferred my prescription to a local pharmacy.
So why didn't Optum either email me, call me, or text me about the Insulin? For optum to simply cancel the order without any explanation not call me or let me know is UNPROFESSIONAL.

Totally focused on THEIR OWN NEEDS, and with utter disregard for patients who visit their website. MUST JUMP THROUGH HOOPS to get prescriptions filled... all because it's cheaper to hire lazy programmers than those with real experience and competence. Don't even BOTHER trying to talk to Technical Support; they only hire otherwise unhireable people from foreign nations, for whom English was something they learned in gradeschool. Worst Kind of Company... Focused on lower costs, negligible customer service, and laying blame for all their problem on their CUSTOMERS (who pay their bills!) GREED at its' worst!

My husband works for the Michigan Corrections Dept. and Optumrx is contracted by the State and we have no choice but to use Optumrx to get a 90-day supply or pay the same amount for a 30-day supply if you don't use Optumrx and shop another pharmacy. That's the first problem we are not given a choice! I was at the ER for a bleeding ulcer. The doctor prescribed Omeprazole but wanted me to take two twice day. I got to Walgreens to have it filled after I left the ER (8:30 p.m.) and they said there was a problem because Optumrx had to pre-approve it?! I could still purchase it but it would cost $256.00! Of course I said "huh" it's a prescription from a doctor. The person behind the counter got some OTC and checked to make sure the mg were correct. I called Optumrx the next day concerning pre-approval and was told it would take up to 72 hours. Told them it was prescribed by a physician at the ER. Since when does Optumrx override a physician's prescription. Another stall tactic so you just buy it OTC since I would not be getting it through Optumrx. The less business I can have with them the better. No freedom of choice when the State LOCKS you into Optumrx. Oh wait, you do have a choice but it will cost you more.

I have never dealt with so many problems just to get one refill in my life. I placed a refill request for my medicine on February 23,2022. Today is March 1,2022 and I am still without my medicine. I have a medical condition that requires me to take an injection of Humira weekly. I keep calling daily asking why I have not received my medicine and I am told the same thing every day. A third party carrier will be at my home the next day between 8 a.m. and 10 a.m. This third party carrier has not shown up to my home with my prescription yet. I asked to speak with a pharmacist today because I have never missed a dose and I had questions about how a miss dose come affect me. I was told by Alana the pharmacist that "It is recommended that I don't miss any dosage, and I will receive my medicine tomorrow"! This pissed me off because I know it's not recommended but when I asked the so called pharmacist what could be the outcome, she had no clue. I honestly don't believe I was speaking with a pharmacist. I honestly think I was speaking to someone at an India call center because she her English was horrible and she could not ask any of my questions.

This company deserves a 0 rating. I have plenty of complaints to list. 1) The customer service department lacks training and customer service skills and is obviously outsourced because the CSRs can barely speak English and can't answer the majority of your questions so they put you on hold forever hoping you'll eventually just hang up. 2) When making a payment and you tell them that it's just a "one time payment" they still put the card number you give them on file and then automatically charge it without your consent/authorization on the next shipment. I have had my banking accounts go negative several times because of this and Optum RX doesn't refund you the bank fees that they caused. 3) I have spent the last year fighting for my cards to be removed from the account and each time have been blatantly lied to by each CSR saying that they took them off only to call right back and speak to a different CSR who tells me that they are still there. 4) I had to demand repeatedly to speak to a supervisor and after being placed on hold for long periods of time and an hour total of being on the phone, I was finally able to speak with someone but can't be sure they were even a supervisor. 5) The website is useless. 6) Medication has been on back order the majority of the time. Optum RX is not an honest company in my opinion and I wouldn't recommend this company to anyone.

This company is horrible!. I wish I would have read these reviews before I decided to go with this company through my job. You'd better believe when open enrollment comes around again I am switching back to my prior health insurance coverage as fast as I can! I had surgery for a complete tear in my rotator cuff about 4 weeks ago. First of all, getting pain medication through them was a headache and a hassle from the start. I am still wearing a sling, still have very, very limited range of motion and in pain!, I can't comb my hair because if I do it hurts too bad, cannot reach behind my back to wipe my butt, yet they decide that I don't need my pain medication anymore. (And all this time I thought that pain was subjective!). The prescription coverage that I had with my prior insurance company was amazing; no issues. So sorry I switched.
I CAN'T WAIT for open enrollment to switch back to them!. (I only gave Optum Rx one star because I had to check something to be able to put this review in)

This is the worst pharmacy experiences I've ever experienced. I've been calling since 12/26 about sending me my medicine and every time I call to check on my order it feels like I have to start from scratch. I've been without medicine for a week due to a mistake in the refill process. I just got off the phone with a rep who was too lazy to even read the notes from my previous call after I asked him multiple times to do so.

My doctor's nurse confirmed they have already sent the prescription but my last call, minutes before this review, told me they Do not have the prescription.

The cost of medicine Using OptumRx is not competitive with other pharmacies such as Costco. Without insurance with Costco I get 3 months for ~$90. With OptumRx, with insurance, it costs $100 and they still cannot get it right. If it wasn't for the fact that buying the medicine from them helps me towards the deductible I would not have chose to be subjected to such low level of service.

This is absolutely frustrating and unprofessional. I will also report this to my work so we can find an alternative

If it was up to me they wouldn't even have 1 star from me! Literally the worst company to have to go through to get a Prior Authorization approved just to have it denied on medication I have been taking for 10 years and now they want to deny it for my medical condition. WORST COMPANY EVER -TRYING TO "FIX" SOMETHING THAT IS NOT BROKEN AND HAS BEEN WORKING GREAT FOR TEN YEARS.

Genuinely one of the most frustrating experiences I've had in dealing with a pharmacy. An extremely simple clerical error arose with a prescription that my doctor submitted to them, but no one - not my doctor, not his office, nor me - were notified of the problem for over a week. It took me calling Optum (and being transferred between between multiple different usesless departments) and investigating to figure out what the problem was and ask that Optum resolve the issue so that the meds could be shipped. After being assured that everything was fixed and that the order would be shipped asap, the order was (surprise, surprise) put on hold for reasons that were not made clear. I called to inquire why and was told that a hold like this was a normal part of the process. That hold then lasted for multiple days with no further information or updates. I call again to ask what the problem is (it's now been nine days since my doctor submitted the prescription and the order has still not shipped) but they flat-out refuse to tell me why the order is on hold. Genuinely, what are you as a patient supposed to do at this point? I'd had it at that point and asked that they cancel the order - I'm starting over with a different pharmacy. Optum has serious issues within their automated system - it does flag up potential issues with orders, does not bring them to an actual human being's attention, and does not keep customers notified of anything.

I contacted OptumRX on 3/31 to fill a prescription. Given I was late in contacting them, I was happy to pay for a refill on my own while my OptumRX prescription was being obtained, filled, and shipped. OptumRX told me to get ten days worth in my interim refill. My doctor completed the prescription request the same day as requested (3/31) yet five days later I get messages from OptumRX stating my prescription has not been received. So I called OptumRX again and was passed through three different groups before being told they had my prescription and it would be filled on 4/8 and be to me by 4/12. I asked if it could be expedited as I was out of the medication and had already refilled it once on my own - that request went nowhere. Today is 4/11 and I checked the OptumRX website (see image below) and the new delivery date is 4/14. An hour later I get notified via text that I will not receive the medication until sometime between 4/16 and 4/19 yet the website still says 4/14. I called again and was told the medication has been processed and those are the new delivery dates - end of story. I am moving soon and will get new health insurance. One thing I will confirm before choosing my policy is who their prescription provider is as it will not be OptumRX for me ever again.

TRAIN YOUR EMPLOYEES! How do I have to go back and forth so many times with different employees, calling back constantly and finding out that my prescription was there the whole time? And that the "prescription request" that was sent because they couldn't see my prescription (THAT IS LITERALLY WHAT YOUR COMPANY DOES) canceled out my active prescription, causing there to be an even longer delay? It took me MONTHS to finally get my medication. If they sold it on the street, I would try my luck with a drug dealer. This company is the worst.

They constantly deny medication and do not care about mental health and eating disorders. Dealing with them has been a nightmare to my health and mental state.