OptumRx
Reviews and Complaints

I am a MA that constantly has to call and submit PA request through your company. I don't understand or appreciate that I need to submit all info (NPI, patients ID number, Patients DOB, ICD-10 code, etc) into the automated service and then it transfers me to a live rep and I am having to repeat everything that I have already entered into the automated service. With being extremely busy and having to do multiple PA requests, it makes it a very long and tedious process to have to constantly repeat the same information that was already entered. The phone number that I called is [protected].

Really need a faster phone process set in place to make it more convenient for all medical staff when calling this company.

Every time i call and i mean every time there is an issue. Or i'm placed on hold for 20 minutes and then i am disconnected. Noone ever calls you back. The representatives are so rude. When i ask to speak to a supervisor i'm placed on a 10 minute hold and they are even pointless to speak to anyway. I work for the state and unfortuneatly have no control over which mail service i am able to use.

Dr. office has tried to fill a script for Hydrocodone 7.5/325 for a few months, has yet two, due to every excuse possible. The Doctors MA has spent hours talking with various customer service agents. Has also given same all I.D. #s from both medical & Rx cards and still nothing! Out of pocket full price $117.00 for a 30 day script. On a fixed income this is far from ok. If given a second choice I'd more than likely jump on it. They have filled other scripts no problem, just Hydrocodone seems to be an issue.

OptumRx sent me a tracking number with USPS but the package was never delivered. I have been calling customer service since 9/24/18, and am told a different thing every time: controlled substances require a 10-day delivery, it's normal for tracking to show a package going back, but it will still be delivered, contact your doctor for samples (of a controlled substance!), it will be resent automatically, it will NOT be sent automatically, we can do an override and your local pharmacy will fill it (my pharmacy will not fill because OARRS report still shows that Optum filled it) It has been 15 days and I still do not have my medicine. I just want my medication. And I want to be able to go thru my local pharmacy instead of Optum, per UHC.

I have placed 3 - 4 orders with Optum RX for Dexcom cgm supplies. Not once but Every time an order is placed there are complications. Mostly they say they have not received prescription information from the doctor. When I call my doctor of course it has been submitted.
I am at my boiling point. I am a type 1 diabetic that uses more insulin than most. I trust my Dexcom cgm for overnight low warnings. There is a new feature on the G6 cgm that would allow my wife to follow my readings on her LG cellphone. I placed an order that started 9/28/2018 in there system it shows 10/1/2018. I was needing to expedite this because my current G5 transmitter was soon to expire. So in order to see things went more efficiently I stayed in touch with both Optum RX and my Doctors office making sure they had ALL the information they needed. I ordered expedited shipping and was promised a delivery date of 10/5/2018. Since the order was placed I found they were shipping the sensors but not the receiver or transmitter because Optum claims they did not receive anything on those items. Again checking with my Doctors office the nurse tells me the she spoke with someone at the pharmacy who said they had found the info and it would be shipping together with the sensors. The next day 10/4/2018 I found in my checking account they had charged me for 1 of 3 items. Guess what that means? I called Optum back and asked for a supervisor (tom) and tried explaining my case. The defense goes back to we do not have the prescription info needed to ship the receiver/transmitter. After talking with him about conversations with my nurse and there pharmacy Tom still said he could not do anything without that prescription.
I have made 5 more phone calls to my doctors office and Optum about this with no resolution. I feel it is not my place to have go thru all this to make a purchase. I have NO DOUBT Optum is not only at fault but have lied to me about the status of this order. After reading a few of the complaints on this site it only confirms it. If I knew I had other options to purchase this I would drop them completely. I have never seen such poor almost non existent customer service ever.

Told I have an outstanding bill (even with credit card on file) going back several years which delays orders; but, always filled after investigating. Each rep advises me it was taken care of and will correct the issues. I find this harrassment with every order and never corrected very stressful. If not for the convenience, I would close my account.
Can you help me settle or advise procedure. (Bills come monthly in the mail, also) $80.24
Account: [protected]
Mary Sabia
Want debit cleared on my account and paper trail(bill) showing Total Due: 0 for my records.

My doctor recommended using a mail order pharmacy for an expensive drug since mail order pharmacies usually charge less. I have a United Healthcare Medicare plan, which uses OptumRx as their online mail order pharmacy. The Optum website only shows a choice of ordering 3 tubes of Premarin cream at a cost of $413. I asked my doctor to fax a prescription for one tube, which lasts 6 months. Why order 3 tubes (a 90-day supply according to Optum), which would last me 18 months? I was charged $350 for a single tube, more than the $329 charged by Walmart and Costco. Outrageous! Each tube expires after 6 months, so if I ordered 3 tubes, I would be stuck with 2 expired tubes after I used the first one. There are many other bad reviews for Optum Rx on aarp.org, yelp.com, and other sites. I'm just adding one more to all the others. See order information below.

ORDER SHIPPED

Tracking number: 9200190132607692271045
Track shipment

Order number: [protected]-1

View order information documents
Medications in this order
PREMARIN VAG CRE 0.625MG

Tracking details will show up within 1-2 business days of the shipped date
Ordered on
08/14/2018
Order total
$350.52

Your website hyperlinks don't work. Can no longer get her meds renewed they say they don't have orders yet found it on my cell phone Optum RX app. Dr. has sent numerous scripts. When phoned but on hold 3 times then they disconnected me. The didn't have info yet I received 3 medications the day before. Horrible, dangerous, and unprofessional! Not receiving the information I need to order. Called several numbers and no one knows how to fix the problem!

OptumRx is the provider for AARP Medicare (managed through United Healthcare) part D. I've had many complaints about OptumRx, but the last two are particularly dangerous.
An ongoing complaint has been their poor quality web site that is slow, inaccurate, and requires me to disable my firewall to gain access. I have not noted any improvement.
I am prescribed potassium chloride 20 mEq and the pill that they provide is pretty much of a horse pill, measuring 7/8 inches by 3/8 inches. I have attached a picture. My previous Medicare part D provider supplied a much more reasonably sized pill. Furthermore the pill is not coated or encapsulated which makes it even more difficult to swallow. The pharmacists' unhelpful recommendation was to cut the pill in half. As people age, esophageal motility problems become more prevalent. The problem is that potassium pills of this size occasionally become trapped in the esophagus, especially of older individuals and can cause esophageal erosions or perforations. I have notified them of my concern regarding the potential esophageal problems and hope that no one experiences that. However if they should experience esophageal problems as a result of the supplied medication I recommend that they obtain a good attorney and note the fact that I have presented my concerns to OptumRx because I'll be more than happy to testify.
The most recent conflict involves the valsartan (already a generic for Diovan) recall and response. First let me state that I have practiced Cardiology for approximately 30 years and have in depth knowledge of patient care and the tactics of insurance and drug companies. The valsartan OptumRx provided has a dirty little secret which is hidden under three layers of legal protection: The parent company is Prinston Pharmaceuticals Inc. which markets valsartan labeled as Solco healthcare LLC which is actually manufactured by Zhejiang Huahai Pharmaceutical Company LTD in China. This information can be confirmed on the FDA website.
I stopped giving my dogs anything that came from China in 2010 when I first heard of Jerky Treats poisoning dogs. Too late for my beloved Tum Tum. From the FDA advisory released on 14 September 2012: "Since 2007, the FDA has become aware of increasing numbers of illnesses in pets associated with the consumption of jerky pet treats". Do you remember that the Chinese poisoned their own babies with melamine in their baby formula in 2008? Do you really think that I would knowingly ingest anything manufactured in China? I have seen many medications manufactured in other countries, but none with that history. I doubt that the average consumer researches the origin of their medications. We trust the benefits manager, and that trust was violated. Again.
What happened next was inexcusable. Their only response was to have me contact the prescribing physician for an alternative medication. When a physician prescribes a medication, they take into consideration the patient's needs, other medications, and what medication will best suit them. I know that in my busy practice I did not appreciate insurance companies taking time away from my patients to determine the cheapest medication that they contracted for that I would substitute. In any event, my prescriber ordered a similar angiotensin blocker (ARB) to which OptumRx's response several days later was that it was not a covered medication on my plan but I could pay for it out-of-pocket or waste my physician's time again to obtain prior authorization. Did I mention that I am out of the country right now and the valsartan was due for renewal? OptumRx recommends stopping the tainted valsartan, but how and when replacement? Apparently not their concern.
Let there be no mistake about the fact that insurance companies are only concerned with the bottom line and padding the pockets of their overpaid executives. Time and time again they prove this fact to be true and now that I am on the other side of the stethoscope, I can see how frustrating it is as a patient as well.

Valsartan was recalled nationally on 7/13/18 as it contains an impurity, N-Nitrosodimethylamine. The first manufacturer listed on recall was Solco. This is the medication that your online Pharmacy located in Overland Park, Kansas filled and I have been taking for a year now. Optum RX has a legal, moral and ethical responsibility to notify consumers, such as myself, about this recall but they didn't. Rather, a colleague observed me taking the medication this morning and told me about the recall. I find it reprehensible that the pharmacy failed to notify. I called the pharmacy this morning, was transferred three times, before the rep pitifully said they "attempted to contact via email" but it must have not gone through. When she validated my email, she said since the first initial of my last name was capitalized in their system, then the email must not have gone through. This is a lie. Regardless of how you type (all lowercase for example), it will still go through. Optum RX made no attempts to contact me via email, USPS, or my cell number. It is unacceptable. If I develop cancer in the future, then I will be holding Optum RX just as legally responsible as Solco. Additionally, I have already completed a formal complaint with the FDA (Form 3500B). Next I will be informing my corporate HR. Shame on you. Optum RX is deceptive and I will be doing my best to ensure legal sanctions for failure to notify go through.

First of all, it took me months to get my prescriptions transferred to the mail order service because I wanted to save money. One never did transfer, and I just enrolled when my doctor wrote a new script. Now I wish I never had.

Reordered a medication on July 2nd, with three weeks worth of pills left. My order was sent out, and when it didn't arrive as expected I checked the tracking number. It said the package was undeliverable by the post office and had been sent back to the distribution center. I called Optum and talked to several people, and as other consumers here have noted, got a different answer each time. One lady said she put in another order for me and it would be shipped out expedited. I did't get a confirmation email, so two days later I called back. Turns out they didn't ship a new order, because they needed to receive the first order back at the warehouse. Ok, fine. Second order ships out - again no notification or tracking number - and when the latest arrival date comes and goes, I call back. THE ORDER WAS UNDELIVERABLE AGAIN! At that point, I was out of meds.

So here we go with putting in an emergency override so I can get meds from my local CVS. Two different people gave me two different phone numbers for my pharmacy to call, and my pharmacy informs me they can't call and place the override, someone from Optum has to do that. Eventually I get to a woman at Optum who seems to have some inkling of what to do and she puts in the override. I had to call my doctor's office and have them send an emergency script to the pharmacy so I wouldn't miss a dose.

I at least got my emergency order, but haven't figured out why the mail orders aren't being delivered. I get my other mail at home just fine. A third order is in the system but I don't hold out much hope. When I asked to have my scripts transferred back to CVS, I was told Optum can't do that and I have to ask my doctors to send new prescriptions.

It's been three weeks of non-stop phone calls. The people at Optum are nice but this is the worst run company I have dealt with because no one knows how to solve problems. I get this service through United Health, my husband's insurance. Next year I'm switching back to Cigna through my own company. Cigna may be a little more expensive, but the $$ isn't worth the BS I'm going through now. ABSOLUTELY AWFUL COMPANY!

Hi,

I've been dealing with an issue for over a month with Optum RX mail order. They sent a prescription to me by mail and did an unauthorized transaction from my bank account. Then credited the money back to my account and was said to credit two separate purchases one on June 25th and one on July 16th. Wells Fargo spoke to Optum RX and was told that there was only one transaction of $187.50 credited to my account. I also was mailed a bag and shipping label which was shipped and received by Optum RX. That tracking number is :[protected] 46

If you check this tracking number, you will see that they received the package on June 30th. I do not have the medicine and I am unable to order my daughter her "Triamincolone Ointment". My daughter has been without medicine for over a month due to this ongoing unresolved issue.

Thanks,
Eva Clements
[protected]

They had a authorization request on the 19 of June. My MD sent the info they were supposed to. On the 29th of June I went to have script filled at first they said they were waiting for my MD approval so it could not be filled. As they MD is a personal friend I told them I would call him right now and then they said oh sorry it is with our pharmacist to review and that could take up to 14 days. This was on a Friday night so they said no action could be done until they next week. Mind you this is for a medication that has been at the same dose with the same Doc for over 10 years. So when I go in the next week it turns out they were able to delay for long enough so I was responsible for a new years deductible. So I call again and they say Oh My we authorized that on the 30th, did we not call. Come on. So on that Friday the person who was in fact as helpful as she could be said she would send this for review. Well then Dana Byers calls on July 11th to say Oh My we have received a complaint and opened a case. So I call back and get voicemail with no return call. I called again several days later and got no return call so I called the emergency contact person on the message guess what no return call. This is unacceptable, my take is that when you have elderly clients that if you screw them around long enough that they get to pocket what the cheat their customers out of. I have made a complaint to AARP about these folks and will continue to complain because if they do this to me, just guess what they are doing to others.

on January 3, 2018 Optum RX was contacted about filling the annual requirements necessary for medicines. The doctors contacted them about these meds and the doctor told me to call them a couple of days later to find out the delivery date. When I called Optum about the delivery date, I was told they had "Not" received anything from the doctors. I immediately called the doctors involved which was 3, and each of them advised me they were sent electronically and even checked their system to be sure. They advised me they would resend these and to call again a couple days later to find out the status. Again, Optum had no record. Time was running out to get these refills as med were not almost out. Finally on the third time calling Optum, they advised me they had "just" received them and it would be a least 2 weeks before I would be receiving the mail order. It was processed on January 12, 2018. I was then told they had no authority to speak to me on file and I had advised them the POA had been faxed the first of the year. I even faxed them the attorney POA again for my mom as well as completed their form. I finally received the order on 1/23/18. I called then and gave them a physical address to have future orders to be delivered. Again when we need the 2 quarter refills which was April 10, 2018 and reminded them of the actual physical address to be delivered to and that this order included insulin which must be in a controlled environment. This same mess happened-I had to call and re-call about when delivery would be made and told them what was expected to be delivered. When I got the order, it wasn't complete. Each time I called which was at least 4, no one mentioned anything about the insulin not being included-the answer from Optum folks was yes-yes, to be delivered such and such-each time a different date and so on just like in January- I read off the meds that had been ordered every time I called so there was no excuse for this. I did not receive a call that they had left off the insulin. I had to continue to follow up on this refill of the meds. No one contacted me that the order would not be complete and the RX missing was insulin this time. When I called I advised them of the insulin not being with the shipment, they advised me it was left off in error--I got no call as to their error either-- and reminded them of an actual physical address to which it was to be delivered. Needless to say, it came to a PO Box and the postman actually brought it to the physical address. On April 30, 2018, I wrote a letter to them regarding how the insulin was delivered and that how I had gone over with the person at Optum and about them confirming every thing was there and the various delivery dates. All the Optum folks say is it has just been authorized; we haven't received your refill from the doctor-there's still refills available as there's a 90 supply on the medicine and its for the whole years requirements-we are working on it; it has been delayed; it will be delivered such and such date (and it doesn't come) and all kinds of things. Each time I went over with them the delivery address and was assured the address had been changed. I have asked multiply times to speak to supervisors and each time been refused. I called in a refill right after the 4th of July and was told they would be delivered no later than the 16th of July. On the 16th at 3:29 pm I called and spoke with Josh one of the Optum folks and was told it should be here by 5 or for sure the 17th and even again went over each med to be sure it was included...yes it is all there I was told. It was not received by 3:11 on the 17th of July so I call by and spoke to Kim and told her what I had been told and was expecting it to be delivered today. I also told her the meds I was expecting and then she advised me that one had been cancelled. I questioned who cancelled it and she could not find out the answer nor was I told that on the 16th and even told her so. She continued to beat around the bush about this order -I was on the phone from 3:11 pm til 4:04 pm and finally was cut off by them. I had asked to speak to a supervisor several times while speaking with Kim and every time denied it. Kim even told me that the order now wasn't released until the 16th when Josh told me the 10th. She said the order should now come about the 19th--3 days from its release--never has been that quick from a release date how did that happen to get done so quickly. I questioned that. I was then told she had a tracking number was even given a number, and later she said Oh, that's our release number. I continued to asked questions about how customer's orders were handled and the neglect and asked for a supervisor and she said, she would walk over and get one then said, oh, I will need to create a request before a supervisor will talk with you. I ask her to do that please and let me speak to a supervisor. Each time I questioned Kim, I got a different response and even told several times I could to go to a pharmacy to get filled until I received the order. I asked if Optum would reimburse for the cost as these meds had no cost with Optum and she said Oh no...we don't do that. I got real upset with all the different tales she gave me as none of them was the same except go get at a pharmacy. This is very disturbing when you order something and can't get or call and find out it is only half way done and the delivery date is way in the future of what you have been told and in the case of the one "she" said was cancelled got nothing information on as to why...Optum and their staff has no concerned about peoples health and I'm sure they don't have this problem with their own med when they need them--they probably get within a few minutes of their request. Something needs to be done about these mail order medicine companies. I got my fathers med through mail order over 18 years ago and had no problem...that company is no longer in business and I think one of the first to do mail order meds. It is a shame as to why people's health is put in jeopardy due to the neglect of Optum or any other mail order pharmacy. They could care less. Government need to get behind this mess and stop the harassment of those needing med as if they didn't need they would not be calling for them. Premiums are paid for the medicines when you pay for the medical insurance but the mail order pharmacies are putting others in a bind with cost of medicines and their slackness to do as they tell you...this is a constant thing and I see I am not the only one having an issue and that's even more reason to verify and get something done about the mail order drug delivery places.

I have private health insurance with unitedhealthcare, and secondary medicaid through unitedhealthcare maryland mco. Every couple months my optumrx account that I use to manage my private health insurance medications and benefits somehow, as if by magic, gets my unitedhealthcare medicaid plan insurance information and applies it to my optumrx account, without any notification from them and they don't even know how or why it happened. Now when I log in, all of my medications are gone except the 2 otc meds I bought through uhc maryland medicaid. I cannot price drugs any longer because it is not billing my primary private insurance or see my updated tier status list because everything about my optumrx account now uses my medicaid information. I have called, not even joking, at least 15 times this past month averaging 45 mins - 1 hour per phone call and no one knows what is going on, barely understand my problem, tell me they will create a ticket, explain to me wrong information, and have no a f*ing clue what they are doing. I asked them to just delete any optumrx account I have now and I will re-register and make a new account but they say they cannot do this? Really because that is exactly what fixed the problem 2x in the past! You get told you're calling the wrong department, or to call unitedhealthcare instead. How could uhc have the power to modify optumrx accounts? They are not the same company. Optumrx=/=unitedhealthcare. That would be like a math tutor telling his students to instead go to other students in the class who perform poorly and ask them for help when the tutor is the one who should be fixing the problem in the first place! They really are incompetent and more like drug dealers than a company. They send boatload of pills, even controlled substances, regardless if it's too early to fill or not. I'll never use mail order again because of this company.

My family just switched to optum rx after using another company for 11 years.
They wanted to charge me $180.00 for 4 pills, i've paid $20.00 for 4 pills over the last 7 year, this is so mean spirited! The strong arm tactics they use should be illegal. I have submitted 5 request to have my prescriptions filled for a reasonable amount and my doctor has contacted optumrx 6 times and they are not willing to give me, the doctor recommended medications I want, need and deserve. The only reason they will not give me the medication I need is because they think I can use the generic. My doctor has said 6 times I can not use the generic...

I am a very unhappy customer.

In January of 2018 I ordered meds and I pay them through FSA feds. I immediately send the invoice to FSA feds and they sent the check over to optum. I go to order my refill in april and comes to find out that they never received the payment when I received confirmation from FSA that it was cleared and cashed. I was told it would be "looked into". I was getting numerous invoices from optum and I called a lady named tracy and she had me fax her over all the forms I had including the screenshot of the app stating it was paid and cleared (this was in may). June comes around and I need to order my meds again and I was told it was put on hold because of the balance on my account. come to find out that nothing was ever sent over to accounting and notes were never saved in every single phone call ive made so I have to re-create every story and explain the whole thing over to everyone I speak to. I call back on 07/06/2018 and nothing was saved once again and now I am on the verge of running out of medication because of someone's screw-up. I was told to purchase backup meds but why should I have to pay them when I have been bugging optum about this since april? my bill for the backup meds should be compensated and also someone should be in trouble for putting me in the situation I am now facing. I will have seizures if I do not get my medication soon and that will all be because optum cares more about their money than the actual customer. If they cared enough they would be very diligent on getting the issue resolved instead of giving a run around to me every single time I call.

Regarding Optum Rx, when calling customer service they were very professional and represented the company well. I asked the same question 4 different times and got 4 different answers. I spoke to 2 supervisors they both set up a date and time to call me and never did. I'm beginning to wonder if that is a rule of the company that they tell the customer they will call and Don't. I worked in the insurance industry for 28 years and was licensed this is unacceptable! Optum Rx needs to spend some time training their supervisors or clean house and start fresh. They don't understand what customer service means.

I spoke to multiple people in the Prior Auth department (Laura, Rudy, Anothony, multiple people who wouldn't give me a name or let me speak to a manager) and was told for a benefit, I HAD to have my doctor do this and do that when I was told they could do it had I called earlier just a day before. Number: [protected], would NOT let me speak to mgr.

OptumRX was assigned by the State Workers Comp to handle my prescriptions. Somehow they obtained my private insurance information and have been continually billing my private insurance in stead of Workers Comp. Now they are starting to bill be for co-payments that I don't have through W/C. They have sent me incorrect amounts of medications and changed them to generic on their own. They do not responded to email. I call them every month to correct an issue but their employees have no idea of what they are doing. Seven months and not a single problem has been corrected. I can't even get them to stop sending me mail. I signed up for electronic contact only and told them by telephone yet every month I get a stack of mail from them. I can't see how they maintain their license.