Consumer Complaints and Reviews
I changed primary care physicians the first part of October 2016, and have been fighting Optum Rx stating that. Today, 10/27/2016 I finally received an answer that easily could have been told to me at the beginning of the month. It appears that I still had a renewal from my previous physician. Couldn't this been addressed originally and not have the run-around??? I can only hope that when it comes refill time all will go smoothly. Irately.
I was sent a prescription I no longer use. When I called customer service, I was told I could not return this prescription and they suggested I might want to donate it to a local pharmacy. Right! I get charged $100 and now I give it away. I asked for a supervisor to contact me and I've been waiting for two days for a call. I would not recommend this firm to my worst enemies.
I went in to see the doctor in the middle of August. It is now Oct. 26th I have not received my medication, many times it was placed on hold. And many times they said they could not reach my doctor, if I needed any sort of serious medication I would be dead. The worst most unprofessional company I've ever dealt with. No matter how many times you "think" you fixed the issue there's always a hold, never to be delivered. I personally have no clue how this is a credible business, so please save yourselves the trouble and NEVER use this service. Especially if you require life-saving medication. Worst service I've ever experienced! I do not have a receipt for I have never received my medication and am canceling the order and going somewhere else. But as you can see I have an order number, I went through this process and it was hell.
What a huge disappointment! After several years of receiving mail from my insurance on how much money I would save with OPTUMRX, I finally decided to give it a try. 8 days later, they cannot contact my Dr. I was just informed that they DO NOT HAVE A PHONE to call his office. Back to trusty Walmart. Do not waste your time! It must be a scam.
Very long story short. My scripts were requested. They claimed they talked to Walmart to transfer scripts and they called my doctor for new scripts just in case. Both were lies since neither was ever contacted. Finally, my doctor and Walmart called OptumRx with the info. Every customer service rep I talked to had a different story. Many promises were made that were never kept. No explanations were provided for these errors. I still do not have my medications! Walmart helped by giving me a month's supply until OptumRx could "fix it." Yes, it is a blessing having free mail order scripts - BUT NOT a blessing if I can't get the medication! I would suggest you start trying to get your meds delivered months ahead, so you will get them on time. Also, to add to the frustration, my scripts never appeared online so I could follow up online.
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I just started using OptumRx mail order, thinking it would be much easier than dealing with my local pharmacy. Was I ever wrong! They use a pharmaceutical company called Zydus. This company is located in India and has many complaints on their purity and their facility in which they make medications through the FDA. I was shocked to read the report on the supplier, Zydus, and the fact that OptumRx is using them at 0 benefit to their customers and possible cross contamination of medications. Not to mention the lack of confidence I have with OptumRx after my first try with them. I'm on a few medications that I cannot go 1 day without and they took it to the wire with me on the first time! Do yourself a favor and use your neighborhood pharmacy. I do not trust this mail order pharmacy. Good luck!
I had good service from Catamaran, until they became Optum. The answers I have had from the "Customer Service" reps have been laughable, but it's just not funny. Each time I called I got different answers to my "issue." Today a "Customer Service" rep disconnected me. Another one told me to call Catamaran and then gave me an Optum phone number. They had my card on file last week, but now they don't. They gave me medicare information without asking if I was actually on medicare. There were SO MANY different answers, so much switching around, so much repetition that my head is spinning. And my questions are still NOT answered.
Most recently I have waited since Aug 23, 2016 for my new prescription for high blood pressure. First time I called to inquire,"you will have in approximately 10 days." Second time, I called they said they never received prescription (but they had it the first time) but they would call the next morning and RUSH. Third time, your Dr. or her office never returned our many calls and never sent prescription. Told "supervisor" I would call since they were obviously NOT calling her and Dr. resent on Oct 11, (same day). Supervisor was to call if any problems... would be sent RUSH. I called again, fourth time, and same thing... "oh, your doctor never sent". When I losing my patience, the reason became they had called her several times but she never called. This has been the same bull I have heard from this company EVERY SINGLE TIME my husband and I have needed medicine since January 1.
The first time using them, they sat on the prescription for over a month because, we didn't call to tell them it was okay to send. Is that ridiculous or what? If our doctors ordered, doesn't that mean we are waiting for the meds. They had our credit card on file at the time and if there had been a problem, they had our phone numbers they could have called. How does the government allow these AWFUL mail order pharmacies to provide such HORRIBLE service to heart patients who need their meds or the doctors wouldn't have prescribed? Who do I contact to get report this company is the PITS and should not be in business letting patients go for weeks and months without the medicine they need and make NO attempt to contact the patient. Oh I failed to mention, the next to last time I called to checked on my meds, they suddenly came up with, "they left a message with me on Oct 5 to call them."
I have a voice mail on home phone and cell phone but no message or numbers from OptumRX. PLUS my husband and I NEVER left the house that day so I knew they lied... not the first time. One night after my husband had NOT received his heart medicine for over a month as promised, it got so bad when they were trying to get us an emergency amount from our local pharmacy, the supervisor forgot to "okay" their company to approve, so I couldn't pick up. I call shortly after 4 pm and was on the phone with them until 8:20 pm with all their "forgot to's" to one problem after another, that I reminded the supervisor the pharmacy closed at 9 am and it would take me at least 15 minutes to drive and she had 20 minutes to figure out what she needed to do to get it approved on her end to release the medicine so I could pickup.
Our pharmacy called me and said he would not close until I got there and he was trying as well on his end to get them to get in together. Finally, the supervisor called and said it was approved and I could pick up. IF our pharmacist had not waited, it would have been yet another day my husband would have had to wait for his meds. He had the "widow maker" heart attack exactly 2 years ago and since January this is at least 3 times he has had to go without meds for the same excuses I have had with my meds. This company should not be allow to be responsible for life saving meds they without because of lack of follow thru to just not making no effort to resolve problems. I wish I would have known how bad they were and I would have saved all my notes. It has been a complete total nightmare dealing with the lack of customer service. I regret I have to even be required to give this company 'one star" review.
OptumRx never mail your order on time. When you call, some of their staff sounded sleepy. They do not care about their patients, but just business. They never initiate communication. You have to call and call again to beg them to get your order.
A few years ago I signed up for their service. It took about 18 months to get my script delivered. I had to get it at a local Pharmacy but was continuously sent letters that I should use their pharmacy. I had called about 12 times - to UHC and to Optum. Even had both on the phone regarding it being months without getting the medication delivered even though each time being told it was shipped, or processed, and any other lie they could tell me. Even after having them both on the phone NO one called back or checked as months went by and still never received the meds.
This last August was charge 3 times for a script ($175). Twice on my Visa and again on my HSA Visa. After numerous calls and checking with Visa that they did get the money - Optum sent me a statement with only one release at $175 so had Visa credit me, only to have Optum charge it again. Now I went to order and they send an email that the money was process $350. But then the site locked up and no order was registered. So order again and again the site locked up. Called and they have no record of the order, but I do have the email that the money was charged. Called again and no one ever is able to answer a question. Called a few times about the $175 charges and even given an accounting number once and even they said they weren't able to access the accounts online. Never any resolution, never any call backs. Must be the Worst insurance ever had.
On October 14, 2016 I learned from my family doctor that ** had gone generic. This drug was ordered through OptumRx in July and should have been filled with the generic and was not. The $575 difference in cost put me into the coverage gap. When brought to their attention their response amounted to "too bad, too late to correct". They have effectively stolen from me and they do not care. Surely United Health Care can do better than this?!
I placed an order with fast delivery method since I was leaving country. When the order was not delivered, I called back and was assured it would be there following day. Wrong. I placed another call explaining I needed order because I was leaving country. They said not possible with no explanation as to why order was never sent. They did say they would mail it at no cost, but it would not be there on time. I went to my local pharmacist. When I did receive my medicine, it was not the correct prescription. 20mg vs. the 40mg I usually take. Doctor said she turned in correct dosage. Now, I can't get on web site. Talked to someone who was no help. Transferred to another who said Optum site was not for me. I went to old Catamaran site which came up as the Optum site since they took over. Can't get online at this site either. HORRIBLE service.
I (still) have a problem with a certain prescription that has been ongoing. OptumRX denies the prescription almost every time I try to get a refill. (With the refill dates that THEY give me) I've tried at least 6 or more times to get the problem fixed. EVERY time I called, I got different answers and they keep denying a prescription that is covered in my plan. It is a valid prescription from my doctor.
I got one customer Service rep that was fantastic and took care of the problem and did an override so I got the medication I was entitled to... he also sent me a reimbursement form since I had to pay out of pocket to get my COVERED medication. Highly satisfied... I thought for good but the next month the same problems!!! Called customer service again... CS rep told me a different story AGAIN and was rude. Supervisor was no help and condescending. It's like this prescription is being held hostage!! The out of pocket would be about $300 a month. Mind you that the prescription is covered by my insurance!! I paid out of pocket the last time. Their appeal and resolution process is a joke!! The pharmacy hates to deal with them.
I wanted to use OptumRx for the convenience of having my prescriptions mailed to me and having a 90 day supply on hand. While I used to have a national chain mail my refills to me, the online pharmacy banned them from doing so. Taking the convenience away. Working with OptumRx is an experience that you could base a comedy series on. You can ask the same question to 5 CSRs and receive 5 different answers. Prescriptions very rarely arrive on time. Transferring prescriptions to OptumRx normally results in delays so long that you're forced to either do without the medication or pick it up locally, which then results in further delays of the mail order prescription being sent. The default answer for anything that is called in by a doctor's office is: "We did not receive the order." Changes to the dosage of medication is simply ignored.
Specialty medications that can only be filled by OptumRx (due to requirements of the health plan) are a nightmare experience and considering that you only receive a one month supply of this medication means that you have to go through this experience a bare minimum of 12 times a year. When speaking with CSRs from OptumRx I have very calm and even toned. I will admit that most of the CSRs have been pleasant as well. However there have been times when I've had to explain to them just how important some medication can be for some of their customers.
Myself and the transplant team that I work with literally spent a week trying to get them to fill anti-rejection medication that was days away from running out of. I was told about their integration of computer systems from a company that they acquired or was being acquired by. I had to remind them that I'm sure their shareholders are happy about this, however, this is not my major concern at the moment. I had to remind the CSR that the medication that I was waiting for has the sole purpose of keeping me alive and that the side effects of missing a dose is death. If I was trying to get a refill of ** in time for a trip then I could be disappointed. However, in my case I have to be in a bit of a panic since I wasn't planning on dying in the upcoming week.
Also I would suggest never storing credit card information on their site if you do decided to go with the mail order service. As I mentioned earlier you will get a different answer from CSRs about pricing and other information as the number of CSRs that you speak with. Also checking prices on the website doesn't seem to actually match what they will charge you.
For example: A 30 day supply of a medication picked up at a local pharmacy cost me $3.00. That same prescription from OptumRx for a 90 day supply: $271.00. Checking their website I'm told that the co-pay is zero dollars. Speaking with 2 CSRs I'm told there's a zero dollar co-pay. The item ships and I'm alerted by my bank that $271.00 was pulled from my account. I spoke with 3 different CSRs. The first said that they made a mistake and will return the money, the second said that she has no idea what is going on with the refund and to "keep an eye on my bank account," the third said that she doesn't see a reason why I would receive a refund and the charge looks to be valid. When asked why there's such a difference in price between the local pharmacy and their "money saving" online service she couldn't answer.
After reading the reviews on this site it seems that OptumRx has always been a pain to deal with. So I have no confidence that things will improve and they will refine their service and provide training to make their service a bit more palatable to their customers. I feel sorry for any customers that they have that are easily confused as they may simply not catch mistakes or go days or even weeks without needed medication as the staff of OptumRx drags their way through another workday. While I do not enjoy hearing about companies folding since it is normally the lower paid employees that suffer as they have to scramble to find new employment. In this case I think it would be best for the public in general if this company disappeared.
Have never received a prescription where there wasn't a problem! They noticed my name changed and put the prescription on hold but didn't call me to tell me what the problem was. Always follow up because they always mess up my orders. I got the name thing changed and also asked if I could tell them which credit card to use and they did it. 3 days later got an automated call that said there was a problem with my order. I called and it was the name thing again and nothing done about how to charge it. Migraines are a major occurrence in my life need this medication.
Two weeks later, still have not received my meds. Was told by supervisor that my meds would be sent by two-day delivery. When that didn't happen, another supervisor said it was too late in the cycle for them to put a rush on it now, it would have to come by regular mail. This was on September 15th when this started and today September 30th, 2016 still have not received my meds. I'm going public with this. There can't be this many incompetent people at one company!!!
My physician put me on a new medication to control my thyroid. After finishing the first 30 day prescription, I called my doctor to have them order me a 90 day supply from Non OptumRx. After 10 days, still no prescription. I Called Non Optum and they said no prescription was sent by the doctor. I call my doctor again to have them order my medicine. This went on the 3rd time. So, I called my doctor and chewed their ass. The doctor office tells me they sent the prescription THREE TIMES to non OptumRx. So, I call non OptumRx and they confess that yes, they had received all 3 prescriptions. Now I'm pissed off.
Non OptumRx now tells me that they were not processing my prescription because I have a $14.85 balance. WHY DIDN'T THEY CALL ME AND GET MY PAYMENT INFORMATION??? Update: Now 3 days later they send me a package with everything I need except for my thyroid medicine. I'm sure glad none of my investments are in Non OptumRx. It is not a customer focused business. I may not use them ever again.
As needed, I have a prescription for ** (180 tabs) but they expire before I finish them. The last order (10/6/2015) cost me $5.00 co-pay AND the plan paid $353.70. Today, the co-pay is zero (a new tactic to get us to the gap) and the plan paid amount is $636.70!!! I wish I could write in RED! This is typical of how drug companies in this country are price gouging and it needs to stop. Their pockets are bottomless and their conscience is without a moral compass. Remember this gouging will continue unless you contact your 'elected' officials and tell them their jobs are on the line - rant and rave. I am a frustrated 75 years old American citizen and am sick of the corruption in our country! Who speaks for us? Where are our advocates? Do something out of character - speak up!
I have been ordering prescriptions (90 day) through this company for several years. There were a few problems relating to order processing and timely delivery but not too bad overall if you were not in a hurry to get the scripts. The problems started when the credit card I was using came up for renewal and the credit card company reissued the card with an expiration date of 12/18. I informed OptumRx of this yet every time I placed an order the card was rejected. Several times I used a different card because I needed the medication. The order I placed yesterday was again rejected by the bank.
Finally I called the bank and asked for an explanation. They said that OptumRx continually puts the order through with an expiration date of 11/18 and therefore it is rejected. I called OptumRx customer service number and spoke to a very helpful lady who looked into it and confirmed that they had been using the wrong expiration date and she would fix it and ship my order. This morning I awoke to another e-mail from OptumRx saying "There is a problem with your order." Nothing had been fixed. I spent 3 1/2 hours on the telephone yesterday for nothing. I have had it with OptumRx!
This is the second time I have had trouble with OptumRx. Both times they promised to rush my prescriptions and both times the orders didn't arrive 5 days later. Both times instead of contacting me, they waited a few days to send an email that they had a problem with the order. Each time they blamed it on the credit card. The most recent time, while placing my order I emphasized that they could not use my prior card since it was no longer valid and gave them a replacement card from a different bank. They still tried to charge the order to the invalid card, so that is why they couldn't process the order. Even if I could excuse this mistake, I find it unacceptable that they didn't call me by phone immediately to correct the problem they created. We rely on our medications and they don't necessarily order them through their supposedly "Hassle-Free" program.
Also, their price quotes comparisons to other pharmacies, such as Rite Aid, dupe the consumer into thinking they are saving hundreds of dollars by using OptumRx. In fact, their quotes are inaccurate and Rite is almost half their price, if you use GoodRx or some other free prescription drug card at Rite Aid. And Rite Aid will call you immediately if there is any problem, you don't have to worry about when the delivery will be ready, and you have a bonafide pharmacist to talk to rather than a dumb telephone clerk who has no knowledge of pharmaceuticals other than what is listed on their website.
I have been trying for 3 weeks to get my son's insulin prescriptions filled to no avail.
The same medication at two different doses was discussed by my physician. There was never an order for the new dosage, just a conversation about doubling the dose for a week to see how it affected the outcomes. OptumRX filled the "prescription" for the second dosage, and charged my credit card without ever contacting me. They told me it was MY responsibility to contact them if my Physician ordered something that was "on hold." OptumRX documented in their files that they contacted me on the 19th of the month and left a message regarding this "refill." That documentation is fraudulent and patently false. Then, in order to get my money back, I have to wait for the prescription to arrive, wait for a second "bag" to arrive, place the original medication in the second bag and take my happy ** to some post office to mail it back to them.
I don't know if AARP &/or United Health Care reads these reviews but if they do PLEASE contract with someone other than Optum - their website is a joke. It is ridiculous. I've spent hrs. on it trying to write to them. Twice while writing, I get notice to click on "stay connected" or they'll cut me off. I click on it, nothing happens other than them deleting my messages I was in process of writing. When ordering refills online, I get to end & get message "unable to process at this time." So once I called and went thru whole ordering process.
Now I know that if you wait a day, you might get email saying "your order's being processed." So why that message. It freezes up at odd times, takes forever to get to your act. Or find anything on the website, there's apparently no record of your messages to them or their emails back to you because my acct. page, messages tab, always shows 0 messages. I've had other mail drug experiences and this is not the norm. It's a time-wasting joke. The website probably gives many people coronaries - think about that Untied Healthcare!
I am absolutely appalled with OptumRx as a whole. They mistakenly auto-filled a prescription without confirming my insurance. They then billed my previous insurance, United Healthcare, who paid them and now United Healthcare (whom I was not covered by at the time) is contacting me to pay them back. They mailed this prescription to an address where I was no longer living, without my consent and without checking my insurance.
I have spent over four and a half hours trying to rectify their prescription and billing error and have gotten nowhere. While attempting to fix their mistake, I called, waited to speak with a human then was transferred from one person to another, continue to wait on the phone and eventually the call was dropped and I had to start all over again. After 3 hours of calling and being put on hold and transferred I was finally transferred to a "Manager" who said they would assist me due to my frustrations. Eventually after being placed on hold numerous times and spending an hour and forty minutes on that call alone, the call was dropped.
They clearly do not take proper notes while speaking with their "customers" because each time I am transferred to another individual I am asked to explain in detail why I am calling and am asked the same exact questions as the individual who had just transferred me. Their "customer service" is the worst I have ever dealt with. If I do not pay United Healthcare for this mistake made by OptumRx, I was told this will go to collections. I feel sorry for anyone that has to deal with this company.
The two prescriptions were for the same drug with two different strengths. The computer ordering system is not overlooked by a human. This resulted in no one supervising this. My wife did not notice this. If she had taken both of them she would have overdosed. We will not use them again.
Has placed me in the specialty script group... although I am taking a very common generic (since Optum would not cover the orig prescription) and charges me $85 for a 90-day supply while I could go to a local pharmacy and buy the very same generic, a 90-day supply for $43.
Other reviewers are right on the money. I ordered my blood pressure medication on August 12 and never received it. I sent two emails which were ignored. Optum's website even shows that the USPS has no record of ever receiving the shipment. Finally, I called on September 1. Call center employee Cheryl told me she would expedite the replacement shipment. Today is September 11 and still no replacement shipment, not even a text alert that shipment has taken place. Finally, I had to contact my doctor, who arranged an emergency prescription through a local pharmacy. To be fair, other low-bid services my husband's company has hired (Medco, CVS and Catamaran) have also been horrible. Low-bid = low service. Unfortunately, there's no way to overcome it.
OptumRx is constantly calling me at home to try to get me to fill more prescriptions. I have repeatedly told them to stop calling me. They are violating my privacy and making marketing calls in a very unprofessional manner. I have told them repeatedly that I fill my prescriptions online when I determine I need a refill. I do not want to enroll in automatic refills and I do not want them to bother me at home asking if I want to refill a prescription. They don't listen to me and constantly call me. Today, the woman from OptumRx wouldn't listen to me when I told her to leave me alone and kept telling me I had prescriptions I could refill and I kept telling her leave me alone and she kept asking the same question over and over. I finally asked her "don't you understand English?" Only then did she hang up.
In addition, as others have mentioned, then constantly are late on sending prescriptions. And now, they deny prescriptions all the time of expensive meds and keep making me take inferior meds for a time until my doctor then submits info why those meds aren't working, even though the doctors all send arguments from the beginning that the cheaper meds won't work. They waste my doctor's time just to save money. They are disgraceful for their marketing calls and for refusing to let doctors prescribe more expensive meds without jumping through hoops and first making patients take the cheaper meds for months that don't work. They should be sued.
My doctor sent a prescription for four meds to OptumRx on August 1, 2016 and as I write this, it is September 6 and I still have NO medicine. They sent it to the wrong address twice and will not expedite the order to me. I have already paid for this order early in August. They are playing God with people's medicine. I am finished with this bummer company--cheaper is not always better--at local pharmacies you walk-in with a prescription and come out with medicine. They should be held to a higher standard when lives are in the balance.
OptumRX is unbelievably awful. Horrible website which you could not get on while they "upgraded" to this new disaster of a website. New website that I still cannot access my prescriptions to see what needs refilling. People need to be able to get prescriptions in a timely manner. I still cannot believe that AARP has them as one of their choices. It is easier to fill your prescriptions at your local drugstore.
I must say that this company is totally and completely terrible to deal with on all levels. No one gives the same answer and notes are never made on files. Lost RX's are a total nightmare. Neither OptumRx or USPS will take responsibility. Mine was lost for 7 days, no update on tracking status and Optum will not send new one out for 10 days. One of mine was a heart medication. Told I can pick up an emergency supply at my local pharmacy which is 50 miles away round trip. But United Healthcare and Optum wanted me to pay $13 for 10 pills for something I was not responsible for. I call rep says she will have USPS taken off and RX will come UPS with no charge for me. New RX ordered and it is coming USPS again. Liars and thieves all of them.
OptumRx (formerly Prescription Solutions) Company Profile
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