I SO agree with the complaint from JazznJavaSF. I, too, used Prescription Solutions for many years until the were taken over by OptumRx and I never - or seldom - had a problem. Now, every month I get closer to having a heart attack, panic attack, hiatal hernia attack and any other attack available to me after dealing with these people. I kid you not, EVERY month involves at least 4-5 phone calls. I even wrote to the CEO and let him know what was going on........like he really cares! .
These people, in addition to not being well trained or even smart, are the most outrageous liars. If you call them 4 times for an issue (I usually call more than that), they will give you 5 answers. Yes, you read right. I called once and in one conversation they gave me 2 different and opposite answers - both of which turned out to be wrong.
There is also a billing problem. It is impossible to reach their billing department. They simply won't put you through. I order two meds at a time to be overnighted together. They are due the same time so I see no reason why they should be handled separately. The first pain med finally got here and I was charged the overnight charges. I also had a non-narcotic med (which is strangely unaffected by their professed "processing" time. I boldly noted that this SHOULD NOT be overnighted. Additionally I attached a separate note saying the same thing. They sent the no-rush med and charged me the overnight charges and it was days before I received the second pain med and they charged me the overnight charges AGAIN. Do I have to tell you I'm not paying the $15 for EACH shipment? Three overnight charges for what could have gone out in one package? C'mon guys. I'm not the billionaire. You are confusing me with the CEO of your company.
I am 70 years old and have several conditions which cause me horrendous pain. My caring doctor has prescribed 2 narcotics but since I live in the drug capital (??) of Florida, I cannot buy either of these in local pharmacies. I have a poverty plan with United Healthcare for meds only and THEY OWN OPTUMRX. I call to complain every month but I'll give you 3 guesses who they defend. Yesterday I spent hours on the phone calling government agencies but I got caught in the bureaucratic loop, with everyone telling me to call someone else - sometimes the very people who told me to call them. I should move to a country where they actually honor and respect their older citizens. Oh, wait, I can't afford it. I don't eat THAT many pop tarts.
I order 2 narcotic meds at a time which my doctor can't prescribe until the day before they are due for renewal (may be specific to Florida) and then have to pay $15.00 overnight charges (which is taken from my already unhealthy food budget). OptumRx then sits on the prescriptions with a myriad of excuses - "Your drug company (US Healthcare) denied them [not true], we never got it [not true], we have to verify this with your doctor [doubt that since they have a valid prescription], the dog ate the prescription. Then I have to wait 7 days or more for them to process the scripts, which I'm sure is done by machine. The order form I send them tells them in red marker, underlines and highlighted in addition to a repetitive hand-written note, to overnight the meds back (another $15 out of my food money - now down to buying nutritious pop tarts from the dollar store for meals). Now, overnight to me means it's mailed Monday and I get it Tuesday. Right? Today is 1/5/13 and I have been given several different delivery dates by OptumRX as to when I will be receiving the meds. Would you be surprised to hear I still don't have the meds?
All this time since I received the prescription from my doctor (12/18) - [remember, the med runs out on 12/19] I have been in severe pain but nobody gives a ***. I MIGHT be able to get them on the east coast of FL but I can’t afford the gas and my SIL’s car has preceded me in death. NOT ONE government agency did a single thing to help me. Where do we get off calling ourselves a "caring" country. At 70 years old I have finally become a total cynic.
I am totally heart-sick (as well as body-sick) that we treat our seniors so poorly. I know I sound flippant about all this, but if it weren’t for my humor I would crawl into a hole and put it in after me, or become another Sybil. As it is, I just sit in my room all day because it hurts too much to walk around. My doctor asks me if I am getting any exercise and I just laugh. She understands what I mean. Am I eating well? Pop Tarts (dollar store equivalent, of course) taste just fine when you’re hungry.
For those people who tell me to just change insurance companies I tell them I can’t. I have TWO choices here in Florida: US Healthcare or one another (who it isn’t necessary to name). The second company’s co-pays are just way too high for me and I can’t afford them.
I know nothing will come of this but at least, if JazznJavaSF reads this s/he will know they aren’t being paranoid……that this problem isn’t their fault. If there are two of us, you can bet there are loads more.
I may be old but I'm feisty and these people just don't know who they are messing with. I'll be the squeaky wheel and I'd scream from the rooftops if I could get up there. Y'think 60 Minutes will read this? ***! SOMEBODY has to care.
Product or Service Mentioned: Optumrx Prescription Refill.