Optumrx

This company is predatory and needs to be stopped. Appears criminal to me. Be prepared to be screwed.

Completely inept and has now caused a lapse of 5 days in receiving correct prescription for organ transplant patient.

First RX called me about having mail order prescription service. They asked me and I called back because they left a message that they can deliver my medicine. When I called there number to start the prescription service I got mixed information. The customer service tried to tell me that they can only see two prescriptions from walmart. I didn't believe him because first of all I didn't tell him what pharmacy I use he told me. So he had a list of my medications but he wanted the RX number which Walmart has all the information and all pharmacies have all the information if the customer has used that pharmaceutical before. But he wanted me to call the doctor's office to get the RX number in response I asked him does not Walmart has all the information. Which Walmart does so why bother the doctor's office getting more people on the phone more waits for the other people that wants to use the doctor's office service. Why bother the doctor? So since this customer service kept going round and round with me with that and I kept saying this is crazy you're saying that the doctor got to send you the information and then in turn you got to call Walmart to confirm it. Now that's crazy why do double time just call Walmart and get everything confirmed they got the RX number they got how much you supposed to use every day they got the information about what the doctor put you on for everything is at the pharmaceutical if you use in prescription. So why is the RX number so important that you got to bother the doctor's office for it they are ready busy. I have no understanding for RX practices why not just call the pharmacy get all the information you need and that's it. Then customer service tried to tell me it is a protocol for the pharmacy and I told him I said I don't believe you because I have went from Walgreens to CVS to Walmart and I did it myself it didn't need a doctor's office to transfer a prescription. So I told him there's something wrong with this system and I said from the flax that I have gotten from you is probably something wrong with your mail order service. No understanding whatsoever. Change your practices RX I'm sure the doctor's office is will appreciate it!

I absolutely hate that my company forces me to use this pharmacy. Their service is garbage, they have so-called regulations that my former mail order pharmacy doesn't have for the exact same prescriptions that require me to sign for deliveries (which show up when I'm in the middle of a client call almost every time, which results in me having to go to the post office to pick it up).

Their customer service is essentially non-existent with canned responses. Their website is garbage (the constant pop-ups that are pointless and unnecessary *and* you can't disable them - yes, I'm aware I'm viewing my medications every time the page loads, thanks so much), trying to find the documents or message their emails direct you to is like a treasure hunt I didn't ask for and is a punishment with no prize at the end, and the most used features are buried in 2-3 levels of dropdowns that don't even make logical sense in the first place (I still haven't figured out how to access the documents directly from the site since there's no path in the browser address that shows you where the link in the email comes from).

I have literally begged our HR department to consider another option or to let me use my old pharmacy multiple times because OptumRx is such a hassle. Every doctor's office and hospital that's had to use them is painfully aware of them as well - when they hear that I have to use optum, the prescribing doctor has commented that they're a nightmare to deal with.

I'm guessing they're dirt cheap to get companies to contract with them (which would explain their horribly-designed site and non-existent customer service) because I can't for the life of me understand why else any company would use them.

I really don't believe this happened to me it's a real nightmare so my doctor pain management doctor Cuts me off after being with her for two and a half years she got busted prescribing fentanyl spray and she's running scared I happen to be the breath of her wretchedness so my medication got wet while I was thinking the whole month in of April 2023 I called Optima more X After experiencing bad Medical Care in Orlando and the surrounding areas Jacksonville was very good for pain management but anyway here I am with all my medication I filed like an emergency type situation and they're everybody I talked to has an answer that equals nothing and all they keep saying is you need a prescription to get your pain medicine when I did emergency prescription override I thought and so here I am four and a half months later approximately without my medication and optimum Rx won't do a dog on thing about it but just say you need a prescription my point is if I need a prescription then why do I need optimum Rx every time I try to present even a prescription to them that was not accepted so I don't know what these people do or what they're really good for cuz somebody tell me please because without my type of tall and Fioricet well it is for your set and without my oxy 10 my blood pressure goes up and the hospitals in Savannah Georgia really suck and Urgent Care one percent of the doctors here are fair and uphold the hypocratic of don't be a fool and move to Savannah and try to get good medical treatment because I have not experienced that it's been a total nightmare

On Monday 12/18 I released I would be out of my Diabetic medication and the shipment said 12/20-23. I called Optum was told that tracking showed 12/19 so I would not need the 5 day local fill. On 19th said it would be here by 9pm but still in Arizona. Was told By Optum pharmacist he would send 10 pills to 24 hour walgreens. Instead he send a 3 month supply over there that could nit be filled. Next morning I called optum they sent 10 pills to walgreens. Went on walgreens app they wanted $40 for 10 pills when I paid $10 for 180 pills. Called optum back person checked with someone and said she could drop it to $19 and email me a refund form just mark pills didn't make it in time. Never emailed me the form and price was still $40. I called back and Optum said they never told me any of that and even if recording said that on their end they would not honor it. Made me miss 2 doses of my vital meds caused my sugar to raise up. Order got here and had my meds but I don't like the lying I could have possibly got help from my dr for my meds had I known that my meds would not be here when I needed them. Also $4.00 a pill seams to be above cash price for this medication so it seams like we are treated worse than people off the streets. I was told this would all be brought up at a meeting but they need to have ID numbers when they talk to you and need to tell you the truth and log everything into the computer when they offer a solution so that they don't call you a liar and other workers are on the same Paige. I hope that they fix these problems and I put this out here so people remember to get the names of who they talked to log time of call and demand that they put the stuff they promise you in your file.

Let me start by saying this is my first-ever consumer review. I understand that healthcare institutions make decisions in an attempt to control costs. I say this from a viewpoint of a healthcare leader, I have been a nurse for 28 years and in leadership for 18 years. I am 55 years old and have been hypertensive since I was 23 years old. During this time I have experienced different ups and downs in the management of my blood pressure. My regimen includes Norvasc, Hydralazine, Coreg, Cozzar, Furosemide, and Clonidine. For some reason, Needless to say, I am not easily controlled. OptumRX has decided that they would longer cover the Clonidine that I have been on for the past 15 years. If you are a good clinician, you would know that you do not abruptly stop Clonidine as it will cause a significant rebound event. My provider submitted an appeal and they have denied it. I am currently waiting on a 2nd appeal; however, what if I were not on top of my health? What if I had no knowledge of medications? This is a very sad time in the history of healthcare and OptumRx is not doing anything to help this situation. To be continued...

This company is horrible. Stay away from them on October 15th signup day. They do not listen and do not communicate internally!

Absolutely one of the worst business I have ever dealt with in my 56yrs. Poor service and overpriced.

For more than one year, this company tried to exhort more than 500.00 from us for what they called "supplies." It is a well guarded secret that Optum is a subsidiary of United Healthcare, which happens to be our secondary health insurance provider for years. Their own employees do not know what this company is or what their services are. If you have a question your only recourse is to call their off shore agents, who are untrained and unable to answer questions unless the answers are in their scripts. They refuse to submit their charges to Medicare claiming they are "not covered"
When they are. If you refuse to pay, they harass you with robo calls and threaten you with collection proceedings. During one of my conversations I actually heard a rooster crowing in the background. When I asked the representative where she was located she advised me that because of "se contacted there security regulations" she could not tell me. They constantly promise a return call, which never materializes. Their claim that we owed over 500.00 in "supplies" was actually for plastic gloves, alcohol wipes, and syringes, all of which could be purchased at any neighborhood drugstore for a few dollars. This was a definite money grab attempt by a hidden off shore office that is actually a subsidiary of United Healthcare Group.
Once I discovered this company was part of UH, I contacted their CEO, Dirk McMahon via email. From there, members of UHcare contacted me and within a few weeks, I was able to end this year long nightmare. If you feel you are being cheated by these people, do your research and don't give up.
Be sure to get everything confirmed IN WRITING.

Had to go thru this 'service' to receive a specialty medication in order for it to be sent to my doctor. I knew the medication would be expensive and asked them upfront how much it would cost. They couldn't answer the question. So the day of my doctor appt., my Dr's office told me that they had not received the medication yet. I had to reschedule to go again the next day because Optum screwed up the delivery. (My physician told me this was not unusual for them.) So 4 months go by, still no bill. Finally 4 and a half months later I get a bill for $1,500.00! I went to Optum's online bill pay and tried to make a payment of $500.00 towards my account. Their system would not accept the partial payment. I received an error message saying I had to pay a minimum of $1,200.00. Not happening! Next, I attempted to use my debit card for them to process a $500.00 payment but there was a notice saying that by providing my card # I authorize them to charge any future bills to that card. Not happening! So finally I wrote a check for the $500.00 and mailed it off. They never cashed the check. I mailed another check a month later for another $600.00. Again, the check never cleared my bank. Mailed a third check and they finally processed that one. By Now I have received a call about the account going to collection, so I called and spoke to someone to complain about this entire process so far. Person seemed completely disinterested. I agreed to set up monthly payments against my debit card. I have made two payments towards this and am still receiving automated calls saying it will be going to collections. When I called in again, I asked to receive a new statement showing what payments were received, I was told it would be 6-8 WEEKS before they could provide a new statement! 6-8 WEEKS! It's now been 8 weeks and I still don't have an updated statement! What a horrible, horrible way to do business! I have no idea why this type of business is even allowed or accepted because all it seems to be is a greedy, mismanaged third party set out to just make more money off the patient and provide them absolutely nothing in return.

It's better off just to have your RX sent to Walmart then to deal with this company that takes forever to get your prescription.

Three prescriptions I have had to fill through OptumRX. Three prescriptions that has SIGNIFICANT problems. My first prescription took 3 weeks to receive- I was told by OptumRX that they cannot guarantee a turnaround faster than 5 days for any medications, and they said to allow up to a month for initial delivery of new medications. A month. A MONTH. Imagine you need blood pressure medication, or some other medication for a life threatening ailment.
The second prescription they just never sent out. They marked it as "filled", but quite literally just never mailed it. Never got notification it was sent, it likely just sat on a table somewhere for a couple weeks until I called them and told them I never got it. A few days later I got a notification that it shipped. Again- imagine that for an absolutely vital medication.
The most recent medication is one for anxiety/depression. A very serious issue that I had been battling with and got a confirmed diagnosis on. My doctor sent in the RX. 3 days later, nothing showing up on the app. Not a thing. Nada. I call Optum, they say that they will work on it immediately. 3 days later, check the app again. Nothing. I call Optum once again, they say they sent a fax to my care provider because the instructions of "take 1 a day for 2 weeks, then take 2 a day" wasn't specific enough. I call my care provider, they never got a fax, but magically they said they DID just get a call from Optum asking for verification.

The theme here seems to be there are just TOO MANY opportunities for the system to fail. Three times I have used Optum, and they failed in three different ways. It isn't like this is a dispensary for recreational marijuana- this is a vital, life depending prescription service. Issues like this can absolutely KILL people. This is just unacceptable.

To their credit, Optum has very friendly, courteous customer service reps. They seem to want to help you out, and I commend them for doing what they can to fix problems when you complain about them. However, the point is that you should not have to complain to get your medications.

Worst website I've ever interacted with. It's freakin sucks. It's blows. It's terrible. Super sucky!

From day one it has been a headache. They spelled my name wrong, won't allow me to correct it, made it a hassle to correct my address, won't allow me to make changes unless it's through my employer-provided health insurance. They wouldn't provide authorization for antibiotics I needed until two weeks after I needed them (after I had already been hospitalized on IV antibiotics and had surgery for an internal infection instead). Oh, and after I called and asked pricing on Botox (for migraine treatment) and was told $240, I ordered it, and then they charged me over $1,100. I understand insurance is involved, but I called and asked the price for a reason! So then I asked them to please NOT refill the Botox as I would NOT be able to pay for it again. And they refilled it and sent it to my doctor and are harassing me for payment, even after I said not to send it. I don't have another thousand dollars and I told them that after I got ripped off the first time. I even contacted Botox directly and got an insurance code from them to cover the cost so that I can get this resolved, but Optum refused to take Botox's payment and is demanding that I pay them personally with money that I don't have. I have asked several people and get a different explanation every time (I am keeping a record of each conversation so I do have proof of this). If I had any legal recourse to get them to stop harassing me, I would take it (their billing department called me 3 times today) but the resolutions department has yet to contact me, even though I've been asking to speak to them for months. Nobody will give me contact information for the resolutions team and just keeps promising to pass my information along to them. I can't imagine a worse series of experiences with a pharmacy.

I owed LESS THAN $4.00 TO THIS PLACE! I tried to pay through their website. So I called a rep on Jan 22nd. The rep agreed to take care of the matter. She also took care of ordering my refill prescription too. I was satisfied, she took care of 2 things for me at the same time. A few days later while reviewing my checking account, I discovered the processing error and tried to stop immediately. But it was too late. My home owners insurance payment was returned for insufficient funds. So my bank charges a nsf and my insurance company also charged me a fee. I was able to get the bank to reverse their fee. Optum agreed to pay fee from insurance company. I requested money back in my checking account immediately. Rep said she would put a rush request for me. I waited a few days, no money replaced in my bank account. So I called again. I was then told, since payment was a check by phone, they could not do electronic refund, and I would have a check in 7 business days. I would also be reimbursed for nsf by insurance company. I was annoyed at misinformation and further delay. I called again because at this point, I didn't trust them sending me a refund at all! I was told check is on the way. 15th arrives, but since it was a holiday, I decided to give them a couple more days. I waited til 17th and told rep what was going on and demanded an immediate refund. He apologized and said he would have someone call me back shortly. Of course NO ONE CALLED. I waited couple more days. No call. So finally I called Saturday the 20th, and demanded immediately to have problem resolved. I was told an electronic transfer was made into my bank account on February 4th, I told them NOTHING was ever done and I wanted my money with the fee. They promised update by midnight. Today I checked, NOTHING TRANSFERRED! Mail carrier finally delivered a check for $96.? Dated 2/10/21! Right hand doesn't know what the left hand is doing!

Call Optumrx *******802) today to locate late shipment. I am a diabetic using the Insulet Corp. Ominpod insulin system pumps. All I wanted was shipping Information!
FIRST REPRESENTATIVE: After going through identification formalities, when I asked about late shipment, she indicated that I had no current prescription and no shipment. As that point the conversation rapidly went down hill. I ask to speak with a supervisor, No supervisor. I asked to speak with to a rep with the MV 400 committer. I was told I could not and she refused my request (I was called by the head of that committer after my last Optumrx incident Feb. 9. She told me if I ever had any trouble with another service rep to ask for MV-400 committee). I gave the service rep my order number, now
She found another account with my name on it. I had two accounts! And yes she found the missing shipping information. After a heated conversation, she indicated she had eradicated the glost account.
At that point we parted committee with words of my total dissatisfaction. And NO I could not leaver a satisfaction survey even thought I was asked at the beginning if I want to, which I did.
SECOND REPRESENTATIVE: A called again to get the shipping information. The conversation was much more civil and I got what a wanted.
At not time had I receive any shipping information from Optumrx before todays calls when I ask for it.
Larry Schmidt
127 N. Dylanshire Cir.
Conroe, TX
*******302 (Home)

For 2 months I have been waiting on medication from OptumRx and still have made no progress other than getting excuses and misdirection.

The joys I have experienced in getting the run around:
- We can't find your doctor in our system are you sure that's her name?
- Are you sure she works at that location?
- We need preapproval for your medication but we didn't have a way to contact you? Phone number has been in the system since January 2023. I have spoken with 3-4 different people and now 2 months in someone decides to share that gem about pre-approval.
- First time on the plan and they have my old address that I've moved from over a year ago as my Primary and my current address as my Shipping. Called to get everything set to one address and told by their IT Dept not to worry about it and I can't change it because the site doesn't let you edit it. Never put in my old address so no idea where they pulled it from and they can't explain it.
- Received a letter and phone calls that I can do auto-refill for my medication even though they are still telling me I need prior authorization.
- My doctor has now passed on my pre-approval information 2x...going on 3x tomorrow because they always seem to want more information when they simply could have asked in the beginning.
- Today they contacted my wife via auto call that she needed to call back the preauthorization line. She goes through all the information and then they tell her they can't talk to her because it's for my prescription and she's not listed as contact. So I have to now add her and then ask why is she getting the call for my medication instead of me since she's a secondary contact...crickets. Never received a call, email, text message...NOTHING!

The amount of incompetence I have dealt with so far from OptumRX is both staggering and frightening, especially for those worse off than myself whom I'm sure are having the same battle. Anything to cut a corner and save on costs rather than just filling a prescription for generic drug.