Al C Ltb

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Where to begin???????????

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Basically everything.

They all of a sudden claim to not know my shipping address, not only 6 months into the year, but after MANY years.

They text me about orders they are processing, but never process!

They do not have any communication skills, whether via email or telephone

They call (an American) and leave a message leaving the Customer Service number, but any and EVERY time you call, you get an "OUT-Sourced" person, who has NO idea what you're talking about, &/or does not have real access to the records. You can never reach anyone that physically works there!

They lie, spin you around, make fake excuses, delay with ridiculous reasons.

It's a *** SHOW!

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Cons:
  • No follow through
  • Awful employees and zero results
  • Unaccountable

User's recommendation: FILL LOCAL

CAROL L Pvr

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Was offered expedited shipment of a medication 5 days ago, still not even brought to Post Office

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OptumRx - Was offered expedited shipment of a medication 5 days ago, still not even brought to...

On May 28, I called for a medication refill, as I was out of pills. The person I spoke with told me she would put it through as expedited so that I would get it as of yesterday or today.

I looked at tracking, and it still hasn't even been sent to the post office for shipping! Called and was told I could pick up some pills at a local pharmacy until it arrives, but I have mobility issues and cannot get to a pharmacy. Had to ask to speak to a supervisor in the escalation unit - spoke with a "Mitch" who provided no information whatsoever and offered the same option, despite having told her twice that I have mobility issues. She said she would "look into it" and "call me back by the end of the day," still knowing that I have no medication.

I told her that was unacceptable and that I expect a call back within the hour, with the reason for this ineptitude. I am not holding my breath that they will call back.

If I could give them 0 stars, I would. This is outrageous that they take people's health so lightly.

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Pros:
  • Delivery of medications by mail
Cons:
  • Horrendous customer service
  • No follow through
  • No communication about delays

Preferred solution: Deliver product or service ordered

User's recommendation: Run like *** from this pharmacy service

Anonymous
map-marker Lindale, Texas

VERY POOR SERVICE

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I have had multiple, multiple conversations to obtain my cosentyx injection this month and in previous months. This is a medication for severe psoriatic arthritis, I start feeling the effects of the arthritis about one week prior to getting my monthly injection.

I was supposed to have my monthly injection on the 9th, first I needed a prior authorization which my doctors office got done really quick then I called to let Optum know that the PA had gotten approved and arrange shipment of my medication. The person I spoke to took awhile with the copay card and such but got it arranged to be delivered on 07/15/22, the medicine never came. I called on Friday and spoke with another representative and he said that a balance was owed and I again reminded them of the co-pay card, he said oh ok well the person before him didn't push the right button. I became very agitated as no one called me or notified me that the medication wasn't going to be sent.

I then talked to a supervisor who explained there was an update to the system that was going on and that is what happened to my order. I was promised that my medication would be delivered 7/18/22 in the am, to my surprise my medication was NOT delivered AGAIN. I called back and spoke with another representative June and she said that my order had been placed on a "HOLD" on Friday that is why it was not released for delivery today. She assures me that my medication should be here tomorrow.

How am I supposed to believe anything that comes out of anyone's mouth from this company??? I AM HURTING!!!

Not that it matters to anyone there because you have glitches and etc...

I am a NURSE and I work for a very popular physician. A lot of my patients asks my opinion of insurances, pharmacies and mail order services.

I ASSURE YOU I WILL NOT BE RECOMMENDING OPTUM!!! If it wasn't for my insurance I would NOT use this company!!!

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Pros:
  • Some reps tried to help
Cons:
  • Ever
  • Incompetent employees and lots of hassle

Preferred solution: Deliver product or service ordered

User's recommendation: Start calling, not using the app or computer at least 2 weeks before you are out of your medication

Linda S Qfr

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Verified Reviewer
| map-marker Saint Louis, Missouri

Cost of drugs

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I was calling to find out if new diabetic drugs are formulary. I was told Ive been a member since 2014 Then they hung up!
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Anonymous
map-marker Fort Lauderdale, Florida

Lied about Prescription Refund

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One of my prescriptions required a pre authorization, I called and one of their customer service rep advised me to pay for my prescription out of pocket while I waited for the pre authorization ($620) then once it was approved, they would then refund me the $620. Pre authorization was approved, I sent all required information ( Refund Form, receipts, etc) everything they asked for, and still was denied. Company sucks!
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User's recommendation: Don’t use this company

Gerald K Lef
map-marker Doylestown, Pennsylvania

New customer setting up prescription refills

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I just switched to optuprx from medicare because I got married and my wife has coverage through her employer of 25 yes. I was assured by the optum representative that the transition would be effortless, I have epilepsy and on ssdi bec of a traumatic brain injury, everything would be done by mail and use of the online app would be helpful etc.

So far optum denied my medication bec they say I don't meet the requirements of the medication I have been taking for years and never questioned by my previous pharmacy, never in the beginning was I told this may happen otherwise I would never have changed insurance and risk running out and having seizures bec of this company not believing that I have a condition that this medication treats, total disregard for the customer health and safety and I am totally unhappy with them to say the least

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Pros:
  • Nooooone
Cons:
  • Negligent mislabelling of prescriptions

Preferred solution: Full refund

User's recommendation: Beware

Gary O Vfe

I hate giving a single star but that is the minimum. Just wish I had the minimum level of service to go with it.

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Website is horrible and has been down for me for days. I finally called their service line and went into zombie hold. I finally had to give up they beat me down by continually telling me to login to do all these wonderful things when it is because I can't login that I called. I am going to have to call my doctor and beg him to call in a prescription for me because OptumRx sucks so bad I can't get what I am paying for.
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Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Do anything u can not to use OptumRx

Sheri M Rxa

Terrible customer service

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they do not cancel medications that i ask to be cancelled. i am being told they are cancelled only to receive them in the mail along with medications that are no longer active.

i have a balance due with this company. they will not fill prescriptions that cost nothing. they charge me for medication i cancelled but do not apply amount to balance owed nor refund my bank. asthma medication is $250/month.

fixed income cannot afford, breathing is overrated anyway. i have a large quantities other medications.

i had to keep cancelling the auto refill, another issue with customer service. i do not feel that this company is fair.

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Loss:
$16
Pros:
  • Delivery of medications by mail
Cons:
  • Never resolving anything
  • Never received refund check

Preferred solution: Let the company propose a solution

User's recommendation: if you can afford not to use optumrx, do not use them

Nicole A Hdi

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Verified Reviewer
| map-marker Milwaukee, Wisconsin

Irritated. I shouldn't have to contact so often to correct an issue.

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The website sucks. I entered my new address twice, and it still confirmed the shipping as the old address.

I immediately called and was advised my order was going to the new address. Not only that, but I asked the customer service representative if she would remove the old address for me, and she advised she couldn't but said there wouldn't be any issues and everything was squared away with the new address.

I received an email with the shipping info, and it listed the old address. I called and sat on hold for over 22 mins and hung up. Furthermore, I attempted to use the chat and that didn't work.

I called first thing the next morning and the customer service representative said she changed the address and tracked it all down, and it would be going to the new address. Guess where it was delivered... the OLD ADDRESS. I don't have access to that home and can't just go knocking on the door asking for my medication.

I don't live in an area where that is an acceptable practice.

Now, I'll have to call on Monday and attempt to get my medication sent to me again.

This time, correctly.

I hate using Optum Rx but unfortunately, I'm required to. I've never had a satisfying experience.

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Loss:
$11
Pros:
  • That they are professional and respectful
  • Being able to order 90 day supply
Cons:
  • Customer service no answers
  • Order processing

Preferred solution: Let the company propose a solution

User's recommendation: Avoid using if at all possible

Harold K Gsr
map-marker Graham, North Carolina

Furstrated trying to verify my persriptions that i suspect need to change

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perscriptions going through Walmart to be filled! Please write at least 100 symbols Please write at least 100 symbols Please write at least 100 symbols Please write at least 100 symbols
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Anonymous
map-marker Traverse City, Michigan

Terrible customer service

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- Theyre not consistent with regular fulfillment. - Meds do not arrive when promised - Unresponsive when asked for help
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User's recommendation: Get prescriptions at your local pharmacy

Anonymous
map-marker Tampa, Florida

Problems getting meds on time

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almost every month I have my controlled medication that I've been on for years. they almost every month need to verify with the dr...I mean they know ive been doing this for years and every customer service rep I speak to gives me DIFFERENT answers ohh you'll get it by this date or ill have it expiditedited or do you have enough left till your next delivery date??

by that time I'm experiencing really nasty withdrawals (and I do my meds properly!!!) which to the point I wouldn't wish on anyone!!!its sad even in there paperwork IT TELLS YOU NOT TO STOP THIS MEDICATION ABRUPTLY MAY CAUSE SERIOUS EFFECTS INCLUDING DEATH!!! it's gotten to the point that I'm just sick of the way these companies treat ppl.this company should have there license denied.they truly don't care about there patients.

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User's recommendation: TRY AND FIND A LOCAL PHARMACY THAT YOU COULD TRUST!!!ASK IF THEY WILL SEND YOUR MEDS THROUGH THE MAIL.

Raquelle Rnv
map-marker Golden Valley, Arizona

Unhappy with service

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Updated by user Apr 16, 2022

Its the weekend so no resolution yet for my medication

Original review Apr 16, 2022
I was needing a prior auth and it was put through to my doctor on a friday afternoon close to closing time so it was denied. I called several different departments the following day and every person I spoke to could not give an explanation as to why I needed a prior auth.

I got a hold of the pharmacy department and the lady on the phone rather rudely said for me to take the phone off of speaker. I did not have my phone on speaker. It is paired up to my hearing aids I explained and she seemed annoyed at the fact.

She did not have a reason either except she said it needs to be reviewed further and for me to purchase it. I told her that medication with out insurance is 1200.00 and she then she proceeded to hang up on me.
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Pros:
  • Nooooone
Cons:
  • Needless prior authorizations

Preferred solution: Let the company propose a solution

Robert D Dqj

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Verified Reviewer

Unhappy

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After two years receiving prescriptions and many problems, customer service told me they could not find any account with them! ENOUGH!!!
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Cons:
  • Service

User's recommendation: Go somewhere else

Margaret M Ssz

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Verified Reviewer

Refill not completed

I requested a refill on medication online a week ago. Still haven't received my medicine. I called and was told that it requires my doctor's approval. One week later I find out this. Being processed today. My question is, why was my doctor's office not contacted last week when they received my online request. Now I will be out of medication for almost as week. Not acceptable!!!!
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Pros:
  • Auto refill
  • Friendly
  • Love home delivery
Cons:
  • Twice online refill not filled before out of meds

Preferred solution: Let the company propose a solution

User's recommendation: Always follow up with refills if not on auto refill

1 comment
Guest

OptimRx has failed to send me my start up meds or prescription the doctors order 40 days ago; now they're saying they never received confirmation from the doctors office who's been calling me twice a week asking if I've received my meds. Bad communication processes.