Optumrx, Inc

Great customer service I have been with OptumRx for many years.
Great service great prices is you use home delivery.
I do not like the web site. But when I do get in OMG so much infor about me and my benefits

Nice place

Difficulty communicating with phone rep, we are in United States, Optum corporate is in CA, but the phone call center is in the PHILLIPINES. they speak English but they talk so fast and the accent is so different I cannot understand what they are saying. The grammar is not American so it's very hard to communicate. I tried refilling one of my Rx, and the website indicated a charge of $10 and required credit card info and said it would charge my card and free shipping. The order was for a 30 day supply, so I went to the pricing page on Optum website and it showed $0 for a 100 day supply. I tried calling and the rep told me I would not be charged but the website was still showing a charge of $10 and she could not email me any confirmation or receipt showing $0 so I said just cancel the order, then she could not show me any confirmation or receipt that my order was cancelled. I wish Optum would use phone reps in the U.S. so I can atleast understand what they are saying. I waited on hold after the call for a good 8 minutes for the survey which never happened. The Optum website is messed up and gives inaccurate information and is not user friendly, would not allow me to cancel the order stating already processed, just minutes after placing the order. I hate calling to place an order because I cant understand what they are saying, but the website is not accurate, so what are we supposed to do?

I received emails from OptumRX on 4/30/24, 5/9/2024, and the early morning on 5/14/24 regarding processing my refill on same medication. Then on 5/14/2024 I received another email from OptumRX about 5 hours later informing me my RX was not covered by my plan and I needed a new prescription. I spent hours on the phone between OptumRX, my doctors office and my health care insurance company. It was very strange that my RX was denied since it was filled in late February 2024 (a 3 Tier medication). I did not receive any return calls from my doctor's office and apparently OptumRX did not receive any response from my doctor's office either because I was receiving additional emails from OptumRX asking me to contact my doctor's office. I finally sent a fax to my doctor's office and submitted each and every email I received from OptumRX detailing they had not responded to OptumRX request for further information.

I later learned from OptumRX that the problem was on OptumRX end. I was able to finally speak with the pharmacist and did receive an apology. I then spoke with OptumRX customer rep and she took my credit card information and charged my copay to my card and gave me a confirmation number. Then a few days later while making a payment on my credit card, I learned that OptumRX charged my credit card twice for the same RX. I contacted my credit card company today and disputed the second charge then I contacted OptumRX and waited to speak with a supervisor. The supervisor never did respond to me about the mess ups with my prescription or charging my credit card twice. She did say she refunded my credit card for the second charge.

Since my health care insurance company is closed today (Memorial Day), I will be calling them tomorrow to file a complaint against OptumRX.

Terrible pharmacy and by far, the worst I have ever dealt with. Significant delays, terrible customer service, refusal to fill scripts, and more.
Since an insurance switch to OptumRx in Jan, I have had to have my Drs send additional perscriptions to other pharmacies and pay out of pocket for almost all of my medication. Almost all of my orders are canceled with no information, forcing me to call and talk to someone who has no idea why they were canceled and has me put them back in for them to be cancelled again. I get spammed by their robo caller about my prescriptions multiple times a day only to give it my information and it to tell me that I need to call them. The list goes on......

Worst customer service. They have incorrect last name of my dependent and refused to correct it even with proof of birth certificate. What a fraud. Keep telling me to contact my employer who already submitted the proof but OptumRx is yet to do something. Haven’t send the card for new dependent and not online option to request it either. Their coverage just keeps getting worse with previously covered drugs suddenly disappearing from coverage with no alternatives.

Refused to timely deliver critical medication to an autistic person - the worst service (as well as customer service) I have ever come across. Will be contacting my employer as well as Blue Cross/Blue Shield today to register a complaint and request permission to use a different prescription delivery company. Was on the phone all day trying to get the medication for my dependant and was mocked by this company’s employees and hung up on several times. Kept trying to speak to a manager and was hung up on & prevented from using their customer satisfaction survey. Unconscionable.

Horrible experience , denied my Dr prescribed medication for pain and I am at home suffering in discomfort and pain . How companies can legal torture clients in the name of profits is not healthcare its shameful .

Nightmare mail order pharmacy to deal with. If your employer or insurance provider uses optumRX RUN!. If you are on any medications that require prior authorization optumRX will never fill that prescription on time or at all. I received constant harassing phone calls from optumrx to switch back to them. I will never use OptumRX to fill a prescription again. It is my goal in life to destroy optumRX and make sure none of the other tens of thousands of colleagues at my company are forced to use such a horrible company. Their business practices should be illegal and land the board of directors and all executive suite in prison.

The most dishonest mail order pharmacy I've ever dealt with in my life . They tell you whatever you want to hear to get you off the phone. If you ask for a supervisor you will not get one even though they are supposed to stop and patch you over to one right away. Any company that lies has no business being in any type of business if you ask me. I will never recommend this company to anyone after this horrific experience.

If I could give them 0 stars I would. They cannot email me information on my insurance. They have access to my personal information, yet their representatives input my email address incorrectly in my requests, preventing me from receiving the one thing I asked for. I have been chasing a request from them for 2 weeks now and have learned you must call twice to ensure what you were told by the 1st person is correct or has been followed through on. I don't understand why my employer continues using this company for insurance. It's been terrible so far.

All of my prescriptions are on automatic refill. Nevertheless they ALWAYS allow my most important drug to run out. I then must call them and start from scratch. I have been out for 2 weeks. When I called on 04/15 they told me my Dr had not responded to their request. This proved to be a lie, Dr not contacted until 04/15 when I called. This is pitiful, shameful, and ridiculous. Don't count on Optum for anything, not even the truth.

I am beyond horrified at the service this company provided. My mom was a primary immune patient who was undergoing chemo treatment for ovarian cancer. We worked with Alexis Miller, who, in writing approved my mother's prescription, only to "change her mind" and delay the delivery of her infusion medication. When my mom was put on hospice, I called Alexis directly, asking her for an exception on the delivery timeline for her medication as it was possible she could not continue to receive medication when going off Medicare. She said it was a "financial deadline" and they couldn't release medication early. I explained the timing of her medication delivery and going on hospice was only a matter of a few days and asked her to speak to her manager for approval for release of the medication a few days early. My mother has since passed and I'm still waiting on a phone call back 6 days later. This company should be ashamed of themselves, and the lack of service they provide to patients who are in need. They are not only an embarrassment, but an actual liability to patient safety. Please avoid at all costs. If I could give them a -1000 stars, I would.

I'm sure everyone has already covered the reasons why this company is horrendous. They've cancelled my prior auths multiple times, sent the wrong forms to the provider, each employee gives me different information, I can't seem to escalate anything. Luckily, I work closely with the company that is about to renew healthcare contracts this summer- guess they will lose a Fortune 500 company contract.

Horrible customer experience. Trying to get a script filled is overcomplicated and each rep tells your conflicting information. Refill website is old and not user friendly. Trying to get a script refilled and navigating among Optum, carrier and doctor is mind numbing. The problem lies with Optum. Every time I need to have a script renewed is a two hour process. Really poor customer experience. Wish you were more like a Amazon online experience and your reps provided consistent, accurate info.

I have never in my life experienced such an incompetent, dysfunctional organization as OptumRX, owned by United Healthcare. My doctor called in a prescription in early September and I'm just getting it filled now in late October. Everything went wrong. UHC has now contracted out its customer service to a bunch of people in the Philippines who aren't properly trained. They repeat the same sentence from their "script" over and over again while I heard roosters crowing in the background on my call. Was the agent in a tin shack? Everyone I spoke to had a different opinion on whether my drug was covered and how much it would cost. The OptumRX pharmacy (ist?) failed to ask my doctor for prior authorization and then weeks later insisted on a phone call instead of electronic permission which my doctor said was unheard of. As weeks went by with no prescription, I was told I had a balance from 2014 but no one knew what it was for. This was a disaster. Shame on UHC. Oh... and they have contracted out all their customer service to the Philippines as well, so look for misinformation and total confusion on that front as well. For what we pay for health care in this country we deserve better. What I"m seeing is nothing but pure greed, and a "screw-the-customer" mentality. The president of this shameless company makes ~$13 million
a year.

What's interesting is that the bad reviews are universal and they seem impervious. What can WE the customers do to make them listen to us? It seems clear that we have no voice and that our opinions do not matter.

Attempted for 4 months to get prescriptions filled. It has resulted in customer agents creating several accounts and then I'd call in to find out when my prescription would be filled because I was out. I think of course had my doctor's office do double work and resend another prescription to Rite Aid and OptumRx. Then we'd go another month and I'd call in every week when the prescription would be sent - it again was the same issue of the agent said I'm not even in the system but he'll create a new account. Not only was this a crazy amount of phone calls and 4 months later. I then received an invoice for prescriptions I never did receive. I disputed the credit card charge and then OptumRx sent me a paper invoice and still telling me they can't do anything.