Anonymous
map-marker Sebastian, Florida

Disappointed in the lack of customer service regarding quicker delivery in emergencies

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My husband had to order meds one week ago when he realized he did not have enough insulin and BP meds to make it through a one month visit outside the country. We called Optum RX, ordered them ASAP, and suggested we pay for expedited delivery so they'd get here inside the week we had left! When they didn't show on the 6th day, we called the company to track where they were and were told they hadn't been shipped yet! I have had a good experience with Optum RX for a few years now, so, when my husband reached the "donut hole" and we were forced to pay very high prices for his insulin pens, along with other very necessary meds for his blood pressure, I urged him to switch to Optum RX to save money. Everything was fine for a few months, until this week. The rep never acknowledged whether expedited delivery was a possibility, but instead kept saying that because the insulin was sent overnight ( since it needs refrigeration), that we should be fine. Although he also repeated a message that it might not show up for 7-10 business days. I reminded him of our dilemma a couple of times, but only got the same response. There was no attempt to address our hope of having it sent a faster way. Today when I called, they advised me to go to a local pharmacy and ask them to call Optum in order to quickly transfer the prescription and get it locally. We did that, but were told that mail-order pharmacies took at least 48 hours to process! Eventually I had to call the doctor at his home, he sent a brand new script to a local store, and we now have avoided a potentially life- threatening situation! I am so disappointed in Optum Rx for the rep's lack of response to our situation. The company should work out a policy for emergencies so that no one gets put in this scary position! If OptumRX is interested in improving this very dangerous situation, I believe our conversation was recorded. It was order #19997**** on Oct. 16th, 2016.
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Cons:
  • Lack of help with our life-threatening dilemma
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous

Cancelled a prescription and never notified me!!!

Does anyone have a mgmt contact person and phone #? Long story short they rec'd a prescr from my dr for a generic Crestor as they were no longer filling Crestor as of Nov 2016. Supposedly they contacted my dr to ques the generic and then cancelled the prescription 2 wks later and the only response I got was an email on 12/31 that there was a delay but I would have in 7 bus days. WTF!!! They are liars and when I asked for mgmt they would not transfer me but said they can leave a message for a Tara P who would call me back in 24 hrs....sure she will! So glad we have a new co as of 1/1/17 but I will still force them to fill that prescription-IF I can get someone on the phone that is!!!
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Loss:
$100
Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Anonymous

Optumrx - Review in Drug Stores and Drugs category

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Have filled my perscription all year at the local pharmacy. Twice this year the have overcharged my perscription saying I have not hit my deductible that I have. It's been 5 months and no refund. They blame umr. UMR blames them. I even got hr involved and then they said I had a refund coming. Then after a month of waiting for the refund they overcharged me again so I called and also checked on my refund and they refunded it to cvs instead of me. So it still isn't resolved. They don't want to refund my money.
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Reason of review:
Problems with payment
Anonymous

OptumRX staff enjoy making customers suffer. HAVE OptumRx SHUT DOWN!!!

Over the past several years, I and thousands of other customers have been made to suffer by the employees in customer service at OptumRX. LOK at the massive number of complaints. https://www.google.com/search?q=optum+rx+complaints&oq=optum+rx+complaints&aqs=chrome..69i57j0l2j69i60l2.4567j0j7&sourceid=chrome&ie=UTF-8 Your request an online 90 day refill. They bill your credit card but wait weeks before shipping(if they even ship the prescriptions). When you call customer service, they become arrogant and nasty with you. I URGE ALL OPTUMRX CUSTOMERS TO HAVE THEM SHUT DOWN. CONTACT MEDICARE AND YOUR CONGRESSMAN. OptumRx is not a deserving business.
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Reason of review:
Poor customer service
Anonymous

Getting meds.on time

I confess,my last 2 orders were actually correct and ON TIME!!pd.xtra,of course.If you live in Fla.and are on pain mgmt.you cannot find a drugstore that will sell you what Dr.gives.they look at script,hand it back and say"we dont have it"???I know when I'm being lied to!It is discrimination,bottom lineOnly exception is Publix,and they run out fast.So you are forced to optum and I think thats part of their careless service.They know youre over a barrel!I send my meds.certified,overnite mail to minumize the 10 day b.s.then overnited back.its Xmas,I must attend funeral in Hawaii today is the 13 I sent on the 8th.Looking at possibly missing flight[no ticket refund]or having a stroke and w./d.symptoms.whatta choice!even tho med.will be pd.for on the 17th-overnited@***.50?worth it to me,should be PLENTY of time but I gotta bad feeling.hope to not be in hospital on xmas day...5x optum has[been late on 3 refills]2x cancelled outright!!by who,or why,never did find out.Wasnt me,wasnt Dr.WHO?Then,when I did find out,I HAD to call!They didnt call me!with a24hr.supply left.Almost had a coronary!!!Restricted meds.are prescribed right down to the VERY HOUR for you to run out.The DEA treats DR.s and patients like we are terrorists.All because we have the audacity to get sick.In Fla.,Gov.*** Scott and his flunky Pam Bondi really assisted the DEA in screwing us.Thanx,you two!Terrorists should go after them, not families.I am *** mad.Someone should look into legal action before someone dies.I have considered suicide rather than this torment.I'm too much of a coward not to mention my faith convictions,but nuff is nuff already!HELP HELP HELP!!!Anonymous,but I'd rather not be!!
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Reason of review:
Order processing issue
Anonymous

Optumrx - Website Review

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Single worst customer experience in my life. Agents are awful, website is worse, mobile app flat out doesn't work.

Every order requires a minimum of 3 calls to the service line.

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Reason of review:
Poor customer service
1 comment
Guest

same as the other upset customers of OPTUMRX, just sent me the wrong prescriptions again again again. Really this has been going on since July and they still haven't worked it out and i am fed up.

usually don't complain about companies and try to understand that ill prepared and uneducated phone answers are stuck if computer can't think for them. So everytime there is a problem and my health is suffering as a result. never on time, never proper quantity, or dosage in spite of repeated sending of RX from doctors and all the politeness i can manage.

finished with the polite, and hope that others avoid this trap, alas they will most likely suppress any criticisms since that would mean less profit from sick people and they prefer that we are sicker and sicker since they figure we would have to give them more money. never again, and please be warned.

Elven Jhl

Force to pay refund checks

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Raytheon hires these folks to do help with prescription costs when the primary (AARP for me) drops back at the donut hole. They conveniently ignore the automated requests for copays, even when the drugs come from their own pharmacy.

(BYW, except for this the pharmacy does a fine job.) The only way to get them to pay their part is to make several phone calls. Fortunately Raytheon has a Health Advocate service that has taken over this chore. So far this year I have got 5 or 6 refund checks, some big ones.

God be with those that are not aware of they are due. Please Raytheon give us something better than this.

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Pros:
  • Nice people at the pharmacy
Cons:
  • Must be forced to give refunds on overcharges
Reason of review:
Pricing issue

Preferred solution: Let the company propose a solution

2 comments
Guest

My Brother received a check from Optumrx.....Drawen on wells fargo bank. Are these checks a scam or what.

John S Kdz
reply icon Replying to comment of Guest-1859092

I received a check as well. Is this a scan?

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Anonymous

OptumRx is the worst mail-order company. Please do NOT use OptumRx

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I wanted to use OptumRx for the convenience of having my prescriptions mailed to me and having a 90 day supply on hand. While I used to have a national chain mail my refills to me, the online pharmacy banned them from doing so. Taking the convenience away. Working with OptumRx is an experience that you could base a comedy series on. You can ask the same question to 5 CSRs and receive 5 different answers. Prescriptions very rarely arrive on time. Transferring prescriptions to OptumRx normally results in delays so long that you're forced to either do without the medication or pick it up locally, which then results in further delays of the mail order prescription being sent. The default answer for anything that is called in by a doctor's office is: "We did not receive the order." Changes to the dosage of medication is simply ignored. This is the worst mail-order company. They nerve initiate communication. You have to call and call again to get your order. What they care is biz, but not you - client and patient.
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Reason of review:
Poor customer service
Hanalei Jea
map-marker Lakeside, California

Clown Show!

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Every prescription or refill turned into a fiasco of biblical proportions. I can't stand it. I have to make multiple phone calls and my doctor is expected to make multiple phone calls (and get put on hold for 15 minutes or more) because these people can't get their act together. I've gone weeks without my medications. They always blame the doctor. You can never speak to an actual employee of OptumRx. Every call is filtered through a call center. These people only know what is on the computer screen in front of them. They have no background in medicine, pharmaceuticals or healthcare benefits and they are able to help you. Their next call is probably roadside service for Triple-A. I'm going back to my old pharmacy and pay the co-pay monthly instead of quarterly. The aggravation is not worth it.
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Pros:
  • Lower co-pay costs
  • Convenience of pharmacy-by-mail
Cons:
  • Poor communication
  • Blaming the doctor for optumrx problems
  • Lack of honesty
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

You're so right. Company is sorry!

I've contacted the company from where I retired and told them!

Also the Better Business Bureau and as many people as I could find email addresses. I've made calls on a daily basis for two weeks attempting to get my meds refilled....still don't have them.

Hanalei Jea

Should be, "they are NOT able to help you".

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Anonymous
map-marker Philadelphia, Pennsylvania

Medicine Not Received

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Called after a week. Was told it was in transit. Should be here in a day or two. Called back five days latter. Still in transit. At local post office. Two days later still not in my mail called told "too bad". I asked for overnight delivery and was told that my insurance company will require them to recall the original order first. What a load of *** and we have no choice but to use these incompetents if I want three months of medicine for a two month copay!!! It is synthroid for crying out load not some narcotic!!
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Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Georgetown, Texas

Horrible customer service

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I started work with a new company and they use OptumRx, to my dismay. Each time I call into their customer service is a new adventure and usually a bad one. Today it took me 6 calls an over 3 hours of time to get one prescription filled, with each call yielding a different level of competency from the service rep but mostly poor and untrained. Of the 6 there were only two that I felt knew what they were doing so on three different occasions I requested to speak to a supervisor but was never got connected to one. It's obvious when a lousy rep doesn't want you to speak to someone above them since they will either put you on hold for long periods of time (almost 30 minutes one time) or transfer you to nowhere. Take my advise and pay the extra to use a local pharmacy. You're time is worth more than you save.
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Cons:
  • Refill authorization handling
  • Lied committed fraud
  • People and the processes
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Rayvin Fuv

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Verified Reviewer
| map-marker Phoenix, Arizona

Optumrx - Shipping Service Review from Phoenix, Arizona

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Ordered my rx's was told they would ship Tuesday, they did not. I was also told they would be expedited so i would recieve them quickly. I called and was told that other pharmacy refused to transfer, i called other pharmacy, this was not true, so Optumrx lied. Called back and was told they were not expedited that jt could take seven days. Lies, lies, lies. Very unprofessional to lie to patients. I will never use them again. Oh, thats right, i still don't have any meds a week later.
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Reason of review:
Order processing issue
1 comment
Rayvin Fuv

Optumrx sucks!!!!!!!!!

Anonymous

Horrible service

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My doctor called in two prescriptions and I got a call from OptumRx asking how I would pay for them. I told them they already had my FSA card on file and to charge that. They did and said the prescriptions would be delivered in 10 days. I only got one of the meds. Optum called and left a message on a Thursday evening asking me to call them. I was away and did not get the message until Monday. When I returned the call I was told my prescription was cancelled because I hadn't called them back. Three days, two of which were a weekend and that was too long for them to wait for a call back???
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Cons:
  • Cancelling an order
  • Totally unprofessional
  • Mistakes
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Merced, California

Problem filling meds

It's going to take more than 100 words to describe my issues w/Optumrx!!! I'll tell you this, I have NEVER had so many problems trying to get my prescription filled through mail order as I have w/Optum! They are incompetent, they do not reach out to patients if there is a problem/question. Every single time I have called, I get different answers. I was transferred from one person to the next. Was promised a certain medication w/a specific manufacturer after several calls (by me) and broken promises, they did NOT deliver what was promised. They did finally send me some medication (not the manufacturer that was requested) the result...I had an allergic reaction to the medication. All I heard was: I'm sorry Mrs. Romero. Well, "sorry" is not going to get my much needed medication. Since August 5th, 2016 I have been dealing with this issue. Now, we're into September. So disappointed and stressed over this...to say the least! I feel that OptumRx neglected me as a patient and they were negligent in filling my prescription in a timely manner. I was at my wits end(to say the least) dealing with everyone that I spoke with. I was literally in tears over this on several occasions upon speaking to... whomever, repeatedly getting incorrect/different information and getting further and further behind on my (much needed) medication. On Sept. 2nd, I received a call telling me the medication was going to cost around $800.00. Of course, I had to decline because there is no way I can afford that! Again... why wasn't I told the cost of it before I had to go through all of the "red tape"??? I was told that I could have the prescription transferred to my local pharmacy, upon trying to do so, I was told I could not "due to the fact" that because it is a controlled substance, it could not be transferred Electronically. Should Optum have known that the prescription couldn't get transferred???? I honestly do not understand as to why that is so. I never had any problems w/EXPRESS SCRIPTS...NEVER!!! So dissatisfied and disappointed with the service and most definitely feeling neglegted from OptumRx. Andrea Romero any questions, you can reach me at (209)383-****/(209)631-****
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Reason of review:
Poor customer service
Anonymous
map-marker West Windsor Township, New Jersey

Mind boggling ineptness.

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I'm on my wife's plan since I am retired. To save a few bucks, Oxford emails me that their prescription medicine delivery service will save a lot of money. I changed from what was working really well, CVS mail delivery to OptumRX. What a mistake!!!

When you log in, a screen pops up listing a few of the medications and advises switch to their service and save money. I switched. Now, I have 11 medications on order. So far, they have lost or cannot find 6 of my meds. When I spoke to a representative, she politely told me they do not have a specific prescription. When I gave her the script number the reply was, "Oh it's in process - it should be shipped soon." I told her "that is NG. I'm out". Finally got to a supervisor who at least found the script and expedited the order. I finally received it, 4 days late, with the assurance we have it under control.

Today I thought I would check the web site to see what scripts they have in hand or on order. The web site is an absolute joke. You cannot find anything with useable information such as when will the med be shipped, do I need another Dr prescription, etc. CVS used to supply all this information without any problems. Talking to a representative today, she also could not find a form or page that would just show the what scrips I have on order with a ship date. We found a listing

of my meds but no place to change shipping, even clicking the expedite button, nothing happens.

Bottom line is: they have very nice people answering the phones but they are totally clueless. No one knows how the system works, no one can find anything and its a battle get get a supervisor on the phone. Right now I'm off to a) pick up 2 of my meds I called it to CVS, and B) switch everything back to CVS Pharmacy. It may cost a little more but at least I will be able to know I'm getting my meds.

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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

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