OptumrxReviews 465

I honestly cannot believe all of the BS I have had to go through with this company. I've been dealing with them since 9-16-2020. If your company offers United Health Care Ins-- GOOD LUCK with any type of specialty medicine and good luck speaking to ANY ONE that speaks English.
Just today I've been hung up on twice and I've been on hold for over an hour...
BRING IT BACK TO THE UNITED STATES PEOPLE... RIDICULOUS

It took 3 calls for them to finally get my simple prescription for a statin correct. They supposedly ordered it and a week later I went on the site and there was no record of it being ordered.(that's after 3 calls) So, I ordered it again online and it was listed as NC, but still had to enter my credit card info. I went back to look after it was ordered and there was a charge for $1850 for my med that first was supposed to be NC and secondly that I have never paid more than $6.50 for. Stay as far away from this company as you can, and I can see saving money by offshoring the support, but they are absolutely terrible.

This had got to be the worst customer service I've ever experienced in my entire life we will be pulling all medications from them and getting them elsewhere. I spent one hour and three minutes on the phone just trying to refill my father's prescriptions the woman put me on hold probably 10 times the word umm came out of her mouth every other sentence. I had to keep repeating his name birthdate and address. They had the address wrong. She tried to blame it on us and told me I needed to contact USPS for an address change. I said there is no address change you just missed one word out of their address. I was only able to get two of the five prescriptions refilled because she was having such a hard time handling it. Then after an hour and my frustration level was through the roof she had the nerve to say I'm sorry you're having a bad day. My reply was I was not having a bad day until I had to deal with you. I hung up the phone did not get the last three prescriptions ordered and I told my father he would never be buying another prescription through them again.

I can't even go into detail every prescription I have sent to this pharmacy has been either over charged, put on hold for no reason, it's the worst experience with a pharmacy you could ever have. PLEASE don't go here. You will regret it immensley!

I had to complain to OptumRx again today. Every time I call it seems like a foreign person answers the phone and can barely understand the problem you're calling about. I'm really sick of this and plan to contact my insurance company UHC about changing pharmacies. Optum sent me a new prescription my doctor ordered humalog quick pin that requires needles to screw on the end of the pen in order to use it. The foreign person just kept saying just tell me what size needle you need and I'm like I have no idea what size needle that pen takes I've never took it before. So then they said they will contact my doctor so how is he supposed to know what size screw on needle goes at the end of the pen if he's never seen it before. I don't know what is going on with this company but it's time to make a change

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

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.

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.

I've been a client with them for years, many of my medicines come without a problem. Consistently for one of my meds has issues. So I have gotten to the point to call them to make sure the correct script is needed from the doctor so not to waste time. Well that is unavoidable with OPTUMRX, asked a rep to check the script, tell me to change to another one covered by plan. I call doctor and tell them, they state the request states something else. So we send it in last week, so I call to check in. Wrong script not covered by insurance... So I contact to see what was needed, to fill it? Just needed a refill... so one week later OPTUMRX is calling me to fill the incorrect one seeing if I want to pay out of pocket! Asked for a supervisor she keeps asking to make a payment for wrong script. Speaking to CS out of country!
Called today and got all straighten out. Scripts coming today or tomorrow, as I'm out of script in 2 days now. Get a text states scripts NEXT week! Called back, oh something wrong with script from doctor now. Geeze! Pulling scripts going elsewhere. Mail order, easy they said! Avoid them. Then called Insurance company to report issues. On hold for 25 mins. Just moving on.

Medication easily approved by my last pharmacy plan. Optum demanded prior auth, clinical review, 2 week dealy, then they said I should actually use a higher dose, extended release. So I requested that - there IS NO EXTENDED RELEASE VERSION OF THIS MED - it doesn't exist! And the higher dose? They said I have to start the whole auth process over for that, even though they are the ones who recommended it!

I take an HIV drug which is very expensive, I have a Copay grant to cover the copay.
IN dealing with Optum RX, I have been lied to and misdirected multiple times. I have spent over 10 hours on phone calls with no results.
First issue was why was I receiving a 30 day supply instead of a 90 day supply.
I was told that it was because it changed some level and it would revert next month ( 1.5 hour call with two hang ups). Next shipment was still only 30 days. Numerous calls - numerous lies - numerous hang ups. Finally they told me Medicare was restricting the supply to 30 days. & calls total of 4.5 hours). I called Medicare and they said it was not true. I researched and discovered that my insurance was limiting to 30 days.

Second issue - I am being build for the copay which is covered by my copay grant. I have called 4 times, each call running app 1 hour and several hang ups. Each time I am told "OH Yes we see the copay -we will resolve the matter and i will call you back when it is resolved" For 4 months not resolved and no phone calls.

This is a management problem - there must be some pressure on these people to resolve issues even thru lying.

They are cheap with shipping. Instead of using FedEx or UPS I guess because it cost more to get the medication on time, they use USPS standard. I tracked my medication. It sat in a warehouse 20 miles from my house for three days - just sat while I was without it! I needed it! I called and called Optum. I got the Philippines! They did nothing about it! So Optum used the cheapest shipping method and it's out of their hands, and they don't care! Oh and the USPS tracking system will tell you it's on the way, it's not!

Avoid at all costs, your health will be in danger with this company. Communication and professionalism is the worst I have ever seen in any organization

They started to call the day after I placed an order telling me I had an amount due on my account, even though I hadn't received anything from them. They called EVERY DAY to collect their money. I asked them to send me an invoice and I would pay it. They agreed but never did send an invoice.
When you go online to pay you must register a card so they keep your card details. Most reputable companies let you pay with a card and store it for future use if you want. You cannot unregister a card, so if they are hacked, you're screwed.
Stay away from these guys!

Can I give a negative star review? Called multiple times to get them to issue prescriptions and then blamed providers for them not being approved. Funny I never had any issue getting them through Walgreens before... ever? And when I didn't have them for a MONTH (dangerous) they would not let a local pharmacy dispense the prescriptions. And now they won't submit the insurance authorization on a new prescription sent oh you know a week ago. How is this company even legal? BBB take these guys down please.

My neurosurgeon from the Mayo Clinic prescribed a refill medication from Optum, as I now have to use this pharmacy, per insurance.
The pharmacist canceled the prescription stating they don't believe I need the prescription & that they don't believe the neurosurgeon from the Mayo Clinic knows what he is doing. Hence, no medication.

Website never works. App doesn't either place order doesn't let you pay. When you call you get the same thing no useful help.Ive been dealing with this for 3 years, but they hit your credit card like clock work. They dont have a billing dept so when you have a billing question your SOL. I need to order my meds and cannot because they dont know how to help you so frustrating. I can't beleive they are the preferred provider for my heath Insurance company United Healthcare.So 45 minutes later my meds are not ordered.

It's impossible to get my prescriptions refilled, not only the agents are incompetent but they're rude! After spending senseless time on the phone hoping for a resolution, they shamelessly hang Up It's totally unacceptable, I'll be looking for another source to fill up my prescription since Optus Rex is a total disgrace

Stay away, their customer service is less than useless and possibly deadly.

I called 10 times over almost 2 years not an exaggeration, to have ALL my meds auto refilled, yet time after time I ran out of crucial meds just assuming they're late and in the mail,

Then I call to cancel everything dec 4rh after almost having a stroke when they didn't refill a vital BP med, they immediately sent everything they could! And they left the line open so I couldn't do.the survey. Then today I get an email that they're preparing to send another shipment! Call and they said they'll remove my contact info so I won't be 'annoyed' by notifications... I'm like no, I need confirmation that my account is closed, had to ask her 8 times to keep my email address and send me a confirmation

Ordered a refill on January 1st for a heart medication and informed them that I was going out of town on January 6th and needed expedited shipping. I was assured that would be done. On January 3rd, I received an email stating my order was shipped. On January 5th, since I did not receive the medication, I went to my local pharmacy and asked for an emergency override. Was told they could not do that. Called OptumRx and was transferred several times and subsequently was told they could not authorize and emergency override because I had no more refills available and needed a new prescription. All this because OptumRx did not follow through on their saying they would provide expedited shipment. The medication in question is Eliquis which technically is a blood thinner and prescribed to prevent possibly blood clots. Without it, I am at risk for deadly strokes.
On a previous refill request, OptumRx dropped the ball also. Ordered a refill and they said I needed a new prescription. I contacted my physician and they submitted the prescription. OptumRx said they never received it, but somehow knew I had a new Electrophysiologist. I had my physician resubmit the order and it was finally filled. When dealing with someone's health, OptumRx needs to be more proactive and insure patients receive their medication timely.
I finally was able to get the Eliquis o January 18th and luckily did not experience and adverse consequences.