Optumrx

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.