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Re: Optum RX - STAY AWAY

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Message 11 of 57

@bc12559187 wrote:

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.


Same here my blood pressure must be sky high after dealing with them.  I'd wager there is a high incidence of stroke or heart attack with people that have to deal with them.  I can immediately tell I have reached someone who doesn't understand English from what I believe is a Philippines English accent.

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Re: Optum RX - STAY AWAY

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Message 12 of 57

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. 

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Re: Optum RX - STAY AWAY

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Message 13 of 57

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.

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Re: Optum RX - STAY AWAY

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Message 14 of 57

Optum Rx Tells You Whatever They Think You Want to Hear- True or Not.......

 

This is the worst company I have ever dealt with either in person or online during my entire lifetime. They have told me various answers about the same insulin order daily while I telephoned them to inquire where my lifesaving drugs were. My insulin in expensive, and no one else will fill it after Optum has claimed the insurance payment- even if I offer to pay for it myself. 

 

I asked the Optum agent if he used their service. I received perhaps the most honest reply from the company I'd ever had, "I only use Optum for things I don't really need, like allergy medication. I would never rely on them for a drug like insulin". 

 

From the horses mouth. I received an emergency supply of insulin after my physician called my local Walgreens. My Optum arrived 3 weeks later via Fedex overnight mail, which I was charged for. NEVER AGAIN

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Re: Optum RX - STAY AWAY

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Message 15 of 57

BTW, I just received a response from them stating:

This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect.

 

Hahahahahahahahahahaha! They should read this forum! 

 

I was so glad to see here that others are receiving the exact same treatment that I have experienced.

I was beginning to think it was just me.

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Re: Optum RX - STAY AWAY

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Message 16 of 57

I whole-heartedly agree. AARP should use their influence on this bumbling, incompetent organization. Their website is a disgrace and they should be embarrassed to display it compared to even the most basic online retailer. It seems that every transaction I've had with them has either resulted in deceit or incompetence. On my latest order, I got a phone message stating that there was an issue to which I needed to respond. When I did, I was told that I hadn't paid for the order. Well, their website will not let you PLACE an order if you don't pay up front. The Optum rep looked it up and said, "oh...I see it is paid". Several days later, I get an email stating that they have contacted my Dr repeatedly with no response - therefore they are CANCELLING the order. Well, my Dr sends me a message each time she approves a script. So, now they have lied to meTWICE on the same order. Then later, I get a second email saying the order will ship. Meanwhile their website gives no useful  information on the order status reflecting any of this. PLEASE AARP!! Do something, as OptumRx clearly has no intention of improving their Customer service on their own. 

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Re: Optum RX - STAY AWAY

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Message 17 of 57

@lbuilta look for the formulary and tier pricing to change for 2020. Recent "consumer protections" proposed by DC call for more transparency. The "rebates/discounts" from PBM's are supposed to be passed on to the consumer.

 

I put this in the same category as the promise to close the donut hole which was supposed to result in lower drug prices. What did happen was higher premiums and higher copay's on many drugs, both generic and brand.

 

If carriers are required to pass along discounts to the consumer you should anticipate a formulary shift resulting in higher copay's.

 

If you rely on your drug plan to deliver the lowest cost (copay) you will be disappointed. Many times you can get a lower price paying cash or using a discount app like GoodRx.

 

Same is true if you keep the same drug plan year after year. If you want to save $$ you need to shop your plan every year during open enrollment. Too often consumers think the only reason to change is if there is a change in medication. That is faulty thinking.

 

https://www.cnbc.com/2019/03/22/humana-turns-to-game-theory-for-new-medicare-price-structure.html


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Re: Optum RX - STAY AWAY

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Message 18 of 57

I do not think the question is that these companies change the formulary but what AARP doest to protect their base against negative services. It would seem that the orginal practices or should I say directions ofthe organization have changed to a more political or maybe financil view

 

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Re: Optum RX - STAY AWAY

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Message 19 of 57

I DON'T THINK THIS IS CORRECT.   I BELIEVE OPTUMRX IS A PBM WHO

BILLS THE INSURANCE COMPANY--AARP MEDICARE COMPLETE HMO AND PAYS THE PHARMACY.  I THINK THIS AMOUNT IS SIGNIFCANTLY 

DIFFERENT WITH UPTOMRX KEEPING THE "SPREAD" AND AT LEAST

SOME OF REBATES FROM WHOLESALERS/MANUFACTURES. 

WHY THIS IS ALLOWED???

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Re: Optum RX - STAY AWAY

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Message 20 of 57

@gh2607 I have over 500 Medicare clients and can't think of a single one that has kept the same drug plan more than 3 or 4 years. Some clients can be stubborn, and that is certainly their prerogative.  But their insistence on keeping their current plan can be costly.

 

Every year during AEP I review options and suggest changes when warranted. Most take my advice, some do not.

 

Most of those who opt to keep their current drug plan come back a few months later hoping to change to a different plan.

 

Of course this is not possible in most cases . . . so they are stuck until the next open enrollment.

 

As long as I have been working with Medicare beneficiaries I have NEVER seen a reason to KEEP the same plan year after year, much less for a dozen years.

 

You must truly be the exception.

 

Some folks think they can work the system and FORCE the carriers to bend to their wishes. Don Quixote felt the same way.

 

Having worked with DOZENS of health insurance carriers and THOUSANDS of clients for over 40 years I have found their are two ways to work the system.

 

Make up your own rules, waste a lot of time AND money.

 

Or pick up your marbles and move on to a carrier and plan that offers MOST of what you want.

 

Plan B is a much better choice.

 

You will NEVER beat the carriers at their own game. They make the rules.

 


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