Optum RX - STAY AWAY

Twice OptumRx has sent medications to my husband and I that have not been requested.  Today my husband received a text message that OptumRx had reached out to his doctor and sent a refill of a medication that he has plenty of and did not order.  He called Optum and, after listening to a recorded sales pitch, tried to tell the rep that he did not request and does not want this medication. She wouldn't listen, kept talking over him, and to top it off, kept calling him "Ma'm" because his name is Dana.  Needless to say, sending medications not requested and billing Medicare should be a fraululent activity and I think they try to get away with it.  The deductible for this will be declined through our credit card company and the medication will be refused and sent back to Optum.

I have been dealing with this company for 18 months. More often than not, they tell me that an order is in process, when it will ship and arrive but it does not arrive. So I have to go online, check to see if I can determine what went wrong, wind up calling customer service, get little to no useful information, elevate it to a supervisor, get different information, speak to their web team and get yet different information. Almost every order I place takes over 90 minutes of my time.

Their system is supposed to send confirmation of orders via email and text message and is supposed to send notifications if anything is delaying an order. I NEVER have received even one notification for the 12 times orders did not ship and customer service never can tell my what went wrong.

I manage from the East Coast of the US the care of my mother and also my sister who live in Arizona. In virtually every case that I place an order, I have to spend more time on the phone with OptumRx than would be the case if I were to drive 30 minutes round trip to a local pharmacy, wait 20 minutes for the order to be filled, package it up, address it to my mother or sister, drive 10 minutes to the post office, wait 10 minutes to be served, and drive 10 minutes back home.

I am in search of another mail order pharmacy that accepts her insurance and will switch in a heartbeat. OptumRX has the worst customer service I ever have experienced. By the time I get off the phone with them, I am trembling with anger.

Had a medication order a couple of months ago they decided to ship fedex for no reason but they sent it signature required. 

The fedex man ran up the front stairs left a note on my door and ran back to the truck - they won't call - he didn't even ring the bell.  I could see the back end of the truck as he drove away. I was able to get fedex to have him return and that time I was lucky enough to get him just as he was leaving ANOTHER note on my door saying no one came to the door.  I'm on the third floor and cannot reach the first floor in that kind of time.

I spent well over an hour on the phone with Optum that day telling them fedex delivery isn't going to work for me but since talking to anyone at Optum is like talking to a door here we are again they shipped this next order out Federal Express AGAIN. 

I just got off the phone with someone at Optum - after the phone system asked me several times for different identifying information - the rep who was an obvious English as a third language employee started asking me the same information all over again.  Then AFTER I explained the situation they asked me for the name of the prescription - I said its the only thing whose status on my account is 'in delivery' then they explained that a signature is necessary to which I stated BUT NOT SPECIFICALLY from Fedex. 

A USPS delivery could be held at the Post Office which I'm two city blocks from and I could sign there getting it at 9am when they opened.

That apparently is WAY TOO MUCH for Optum to process so tomorrow I will sit outside my house ALL DAY - because the delivery window is anytime before 8pm and wait for a refrigerated medication that if it doesn't make it to me will GO BAD.

Incompetence personified. 

I have just had yet another unpleasant, time consuming and frustrating experience on the phone with optum.  In the last 2 months there have been so many, it has consumed a total of 20 hours, with no resolutions.  I have even called United Health Care to try to give them feedback on the lack of accuracy, efficiency, and resolution  in the information they give their customers.  There have been more instances than I can recount here.  After spending yet another hour on the phone with UHC trying to straighten out a mess optum made of my statin and blood pressure meds, I gave up and decided to hit the on line sites to give accounts of their horrible service.  One of the last encounters even consisted of an employee asking me if I had ever talked to him before.  I said no and he said there are 10,000 empIoyees at optum and how should he know what any of them had told me in the past. I should give him a chance to solve my problem.  When I told him the problem he said I had called the wrong #, (Even though I was transfered to him by another optum employee) and he hung up on me.  This after I waited 45 moniutes on hold to talk to a human.  I was surprised to see how many reports of similar issues other people have had.  While it was reassuring that I wasn't crazy and not alone in this pain, I was disgusted that they continue to get away with this horrible service.

Buyer beware!  Don't use them!  They can't get it right.  And we are the ones that suffer.  Also, shame on United Healthcare for associating with them and using them to manage their prescription plan.  And Shame on AARP for having their name used in connection with them.

In this day of on line ordering and impersonal purchasing, the loops that are built into this system are trapping the consumer, giving us no way to resolve problems, talk to coherant human beings and removing our ability to problem solve.  What a sad state for all of us.

I just had another nightmare experience with Optus RX. Without a doubt, they are the most woefully inadequately run business ever. Hours on the phone with people who cannot answer questions. Here was my question...would you please email me instead of calling me when you need prior approval? The answer was ‘I’m not sure.’ No kidding, the idiot actually said that. I am absolutely outdone with them. But it appears we have no recourse. What would it take to get support from AARP on this?

I am totally fed up with this company. Will be changing Part D in October. Have had this company for 3 years. They have screwed up more scripts than I can count. I have spent endless hours with them and United healthcare. They are all the same outfit. STAY AWAY is correct. They have billed my card when not approved to. Caused overdrafts in my bank. Sent drugs when not ordered. Now there is a disputed charge and they said they would remove but will not. Bad outfil all around. AARP should be better at helping us sort this out. Get a new company. Things really went downhill more with Optima in the past 6 months. So something has changed there..Whether foreign drugs or mismanagement.

My doctor prescribed a medication which was very pricey and I was able to use Optum Rx to find an alternate more affordable medication. I am sure it helped that   my Optum Rx profile is set not to autofill any prescription  but to wait for me to make an order.  I was able to take the information I got from Oprum Rx back to my doctor and got him to change my prescription to the cheaper medicaiton.

The WORST pharmacy ever. Refused to refill a prescription and flat out lied to me about trying to contact me and the doctor. I’ve had nothing but trouble with them since my first encounter. Horrible horrible company. Someone should investigate them. 

I totally agree with you!! I spent 45 minutes with customer service and a pharmacist on the phone today. I am in the middle of choosing a Medicare D provider and I was appalled at what I was told. I just retired and I worked in the medical field for over 25 years. One of my jobs was to get prior authorization for patients mediation so I know the ropes and what constitutes good medical care. I take a particular medication and one of companies who manufactures it makes a product that causes side effects and makes me sick. I was told I had no choice of pharmaceutical companies to choose from. I would get whatever they had on hand for the day or week or whatever!  I asked if it mattered if it made me sick and was told I could try to get a prior authorization for brand name. Ha ha... what a joke. Medicare will not pay for brand names, even if you’re dying on the street and even if the medication is brand name only. You have no idea how long I have spent on the phone arguing with an idiot or idiots who want to practice medicine without a license and give someone something THEY think would be an appropriate substitute. No no! I spoke to Express Scripts today and they take these things into consideration and had more than 6 pharmaceutical companies to choose from. I’m not sure how their prior authorizations go because Medicare keeps changing their formularies but I’ll go with a company who cares if I get heart palpitations from a medication and have a pacemaker anytime!