OptumrxReviews 465

I've been trying to get my prescription filled for over a month. Every time I call I am on hold for no less than 30 minutes and sometimes several different times just to be told I have a to call my local pharmacy. I've been on the run around with them meanwhile have no medication. I got a call from my local pharmacy saying the prescription was ready for pickup and by the time I got there the next day someone from Optum RX had called and had them cancel it. This place is a joke and if you can use anywhere else I highly suggest not wasting your time with these guys.

I have had a prescription for several years set up as a 90 day refill. They decided they needed a longer processing time so changed my refill timing to every 60 days? WTH? A 90 day supply delivered to me every 60 days? That is way too much.

I had to go in and change to refill by manual request and they managed to screw that up - drawing out the processing time to several weeks. So I ran out. Have ordered an emergency supply from my doctor while awaiting the delivery which still hasn't come. Hope to get another emergency order to tide me over.

My doctor called in a prescription for three different medications on July 7th. Optum RX contacted me by email to let me know they had canceled my order on July 15th. They didn't even bother to tell me which specific drug. Long story short they had a question about one medication so they held up the other two, one of which I am out of and the other I am almost out of. My doctor has no record of ever hearing from them. If you're delivering pizza and burritos, it might be okay to hold one order until questions are resolved about the other but not when you are dealing with prescription that people can literally die if they don't have. They are simply trying to save multiple shipping cost at the expense of my health and well-being. Their service is beyond bad. The girl I chatted with had absolutely no sense of urgency about the issue. I would not recommend Optum RX for any reason.

Optum Rx is the pharmacy required by my husband's insurance policy at work. His policy is with Blue Cross Blue Shield. Last month received a notice that after jumping through multiple hoops (Dr's letters to for authorization) to get my specialty drug, Cosentyx, they were sending me to a different pharmacy. The new pharmacy told me the copay would change from $40 per month to $3000 per month! Cosentyx has a program that covers copays, and they have been doing that for several months. I have been on the phone for one hour 46 minutes so far trying to reach someone at Optum to have the correct copay information sent to the new pharmacy. I spoke to over 7 people and gave out my birthday, address, id multiple times. Still on hold...

If you need customer service, good luck. I was passed around for 2 months about a wrong charge on our account. You have to deal with foreign people who you can't understand, you are given faulty answers and assured that things will be corrected with no results. Then when all else fails you are given a phase program that makes it impossible to calculate a charge for your future meds. I understand that advantage plans can implement stages of payment but the purchasing person should be correctly be informed of the charges made to your credit card. How else can one verify if the charges are legitimate? I will be searching for other pharmacies.

I paid $1.91 for a 90 day supply in January 2020, in April, unbeknownst to me, the price jumped to $30.20 for the same medication. In June, the price went down to $2.86. I had to call 3 times to get an answer to why the discrepancy. I was told that the supplier had an increase in price in April. Blamed it on Covid 19, the OptumRx rep told me over the phone. I no longer trust this company. The next time I order, I will double check their posted prices and take a screen shot of the posted prices. DO NOT TRUST this company. I will be going on Medicare next month and I hope never to use this company again.

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.

I was wary of that company from the beginning. Had a very difficult time getting prescriptions added and they wouldn't answer when my physicians called. And now, when I finally got one to go through and am on my second refill, they send... AN EMPTY BOTTLE. Yes, you read that right. My completely sealed package/bottle arrived completely and utterly empty. I am upset with myself for how rude I was to the pharmacist, admittedly. I am also, however, confused and appalled at how this could have possibly happened. I asked if they had cameras in their fulfillment area and asked for an investigation. On top of this, they have denied me a medication that I need in order to function, even though I have 20 years of medical history and fulfill their own requirements. I just. I can't with them.

Well, after getting several emails that my meds were being shipped, I got one which said the med was discontinued by the manufacturer. How can you say it is being shipped when it was unavailable? OK, when I called, I could get it from another pharmacy (if they had it), ask the MD to change the med (generic only) or do without. If the MD changed it to a non-generic, I would have to bear the cost differential. This kind of service is exactly what you should avoid at all costs. What is the point of medication insurance coverage?

Never in my life have I ever dealt with such incompetency... ever. I wouldn't even give one star if I didn't have to. In all aspects i would rate this company as poor, from customer service reps all the way to the actual pharmacy. Employees are rude and there is no communication between different departments. I've called a dozen times for the same reason and I have to start from the beginning every single time because there are no previous notes or records of my phone calls. No one knows what's going on. "Customer service" reps are very uninformative and not helpful AT ALL. I'm so frustrated, wish I didn't have to use their service at all. Unfortunately for me, I dont have a choice in the matter.

I have been forced to debate with customer service on more than 3 occasions. These always led to an insult thrown at me as a "inferior person" at the end. I give them the information I have from their website and I am told it can't possibly be correct, I am wrong! My records have been deleted twice. No notifications about it begin hold or something has to be done by me. I just desperately call when my aged mother is almost out of medicine and her pills haven't arrived yet. I get excuses and reasons I have screwed up and insults. Really? Worst customer service I have ever dealt with. Disheveled mess of business practices. Only one star because I can't put 0.

Received and email from Optumrx to call and give more information before refill could be completed. I resonded to the email with a phone call. "John" at customer service (male with heavy philippine accent) was arrogant, angry, and intolerant while I tried to complying with Optumrx request. Once I read the whole email to him he continued to lecture me on how he did not care I was home bound and needed the refill ordered by my PCP. He was in no way helpful or understanding of the refill issue. I am a retired doctor. If I was his superior he would be fired instantly. He made Optiumrx look very bad. No wonder the customer service rating is so low. I then call UHC customer service and Phillis was caring and extremely helpful despite no resolution to my refill request could occur. I will now bother my PCP in telemedicine met next week to attempt to resolve my need. A Kyle A. And Erica V. had bad experiences.

I'm a liver transplant patient, so I've dealt with a lot of pharmacies before but these guys are the worst. I always keep at least $50 in my account for my meds ($15 is my co-pay) They had my zip code for my debit card wrong and kept sending me my pills but did not inform me the charges weren't going through. I ended up with over $100 in charges which with a $15 is about 6 months. When I asked what they were going to do for me since as far as I knew I had been paying, all I got was a generic bs empathy statement from an outsourced call center. I won't even mention all the times my pills were late or I was in the phone for hours with customer service because no one could do a simple refill. Avoid this company at all costs

I am a mother of a long term medically needy child. I am patient and understanding of a lot of things in the healthcare system and do not expect perfection. I do not complain easily, if ever. I have NEVER in 13 years written a bad review, even when I've dealt with issues. HOWEVER I have never had to deal with anything like my continued neglectful and bad experiences as I have with every department within OptumRX. I am stuck dealing with them due to our insurance provider dropping CVS Specialty Pharmacy Plan and switching to Optum RX. Due to their incompetence.
I have been out right lied to, misled and continue each month to always have some sort of issue with simple prescriptions. They have screwed up seizure meds and hormone meds critical in my daughter's care. They outright cancel orders without notification, and ridiculous reasoning such as back orders. Who cancels an order due to a back order?! My daughter has been forced to go without meds due to Optums lied delivery dates, lies they never had an order in the first place (which i have to call every month so order went in) or phantom cancelled orders which has caused issues as you can see she is on seizure meds and hormones. I could go on but This should be enough.

Relatively Minor: Some of the computer systems work poorly. Thus, recently, for orders, they've taken my credit number over the phone, say it was processed (but it wasn't), and then I get a bill in the mail. I call again, resupply my number, and they say it was processed, but it was not.

Major, in the last weeks. A prescription for a new drug from my doc is sent to them electronically. I have a "we're processing" email from them. In a week, I haven't received it, so I check on the phone. The computer voice says it was shipped, but on (blank). So I check. The customer service representative (sounds like in a foreign country) says doc made a mistake. They reached out to him. It is fixed, and it was shipped. In 4 days, I still don't have it. I call. They say it is all ready to go, but I have to officially order it to get it prepared and shipped.

That day, I complain to my health insurance company. They call OptumRx, and OptumRx tells the insurance company it is not ready to be shipped. They say I have to call my doc, and have him fix it according to the exact number of pills of each dose per day allowed, or else have him call the insurance company to get it approved. (If so, no one told me!--just let the prescription lie there unfilled without notifying me is how their system works.)

So, within a week, the customer service reps at OptumRx have told me and the insurance company 3 different things, at least two of which are false. Further, on the same order, the automatic voice system said "it was shipped", agreeing with one of the customer service reps, but apparently false.