Optum RX - STAY AWAY

[SarahH845050]

If you go to a pharmacy and they hand you a prescription then tell you it cost $160, you have the choice of handing it back.  NOT WITH OPTUM RX.  Website said no co-pay.  Prescription recieved then credit card bill arrives with $160 charge.  Called Optum RX.  They will not accept any return nor issue any refund.  Called Regions Bank to dispute charge.  They refused to accept dispute but charge penalties and interest while reviewing my case and reported a late payment to credit bureaus.  The whole experience has been BAD!!!

[RN362636]

I respectfully disagree with a lot of what you claim. With traditional Medicare you can see any doctor in the country who accepts TRADITIONAL Medicare, which is 98% of all physicians, including specialists. You can pretty much go to any hospital in the country. If I want to go to Mayo Clinic or MD Anderson for expert care, I can do so and it will be covered. Not so with most Advantage plans as you must stay in network to get the best benefits or pay thru the nose. Once I pay my little $257 deductible for my part B for the year everything is paid except co-pays for medication. With most Advantage plans you have some pretty big co-pays for every day in a hospital, for lab, for x-rays, for every surgery, for MRI's, for specialists, etc. That is OK as long as you are healthy and don't need much care. There are also many hospitals and physicians around the country who are no longer accepting some Advantage plans due to so many issues such as patient access, billing problems, reimbursement issues, etc. A few examples include: MD Anderson, Scripps, Vanderbilt, Baylor, Sanford, Carson Tahoe, Baptist Health, Cameron Regional Health, and the Mayo Clinic, just to name a few. As far as insurance sales people, yours did not tell you the truth. My friend sells health policies and he gets paid twice as much to sell someone an Advantage plan. He is honest though and tells people the advantages of having traditional Medicare with part B and D. There are great differences between Advantage plans and Traditional Medicare with a supplement and trust me doctors KNOW the difference!! That is why many are no longer accepting patients with Advantage plans. Just look it up on the internet. I guess some are currently happy with their Advantage plan thus far but I hope that they never need a lot of care in the future as they age because nobody knows what the future holds. One hospital or doctor may take an Advantage plan patient today but not tomorrow. It happens.

[JazzGirl9]

I should also say that UHC pays all my Medicare deductibles (I was lucky enough to get Plan F because I turned 65 in December) but I don't think that's available anymore in 2020. There is another plan that's similar. Maybe during open enrollment you can change? It's not worth it to me to have the aggravation if you can pay but I know that not everyone has that option. My Medicare D is not an expensive plan. It's under $30 a month but I don't take many meds. I get a couple of them at Costco for dirt cheap out of pocket and don't use insurance. 
Nina

[JazzGirl9]

Hi Sylvia

I don't know much about the time line where you can switch insurances but I haven't had any trouble (yet) with Express Scripts. I don't take many medications and a couple of them that I don't take everyday I pay for of pocket at Costco but geez... Nitro is dirt cheap! Can you switch back to Caremark? If you have a high deductible you can call Costco (if there's one nearby) and ask them how much your Nitro is. I have an inexpensive coverage with Express Scripts that I pay about $23 dollars a month for. They are extremely helpfuI and I don't go through AARP at all. Good luck with everything, Sylvia. My old boss used to say "don't get old!" 

[JazzGirl9]

Peggy, that's terrible! I think they all suck, pardon the language. I worked in medical offices most of my adult life and it's getting worse and worse. I don't know if this pertains to you but sometimes the Dr's office (usually a provider) inputs I prescriptions wrong... I saw it happen all the time. Everyone is so rushed and crazy these days because nobody wants to pay to have enough staff regardless, of where it is. I do remember Caremark being pretty good, but the problem is, with all of them, they change their formularies all the time and want you to take what they cover and all the insurance companies have their own. It's horrible. I saw patients decide not to take their drugs because it wasn't covered! We're talking blood pressure and diabetes meds! I used to fight with the insurance companies all the time but it gets harder and harder. It brought me to tears, the injustice of it all. They have stupid people answering the phone that go through a cookie cutter form that has nothing to do with the patient's situation. It's a nightmare to get to a pharmacist on the line.  I'm glad I just retired but let me tell you, Medicare D was so scary for me to choose, even with all my 30 years of knowledge. I still don't know if I made the right choice! Good luck with everything, Peggy, you'd think now that we've retired, we'd have less stress. I miss my job paying for my insurance:( 

Nina

[GailL1]

@PeggyW881599 

You can also file a complaint with Medicare.

Medicare.gov - Filing complaints about your health or drug plan 

Time to switch - open enrollment is now going on until December 7, 2019

[j74451t]

 I have had it with this company!  Briova Rx was magnificent in their caring, meticulous handling of my mail order prescriptions, my pharmacy questions and truly caring about my physical ( and emotional!) well being. The opposite is true of Optum.  Among the problems I have encountered:

1) Overcharged $200. for a prescription TWO years ago....14 phone calls...promised tracking #’s then giving me a Reference #...with no follow up. Another 1 hour and 17 minutes of my life just now only to receive yet another Ref#.,

2) OptumRx CHANGED my doctor’s prescription order!  The amount of medication...and, of course, the price.

3) Orders promised, not received.  The required equipment to use this medication...not received.  

I would not only advise everyone to stay away, I would urge those of you who have been duped into using Optus (rather than companies like BriovaRX,) to send Op-Ed’s to newspapers, to Medicare, to your local representatives.  

This is company needs to be shut down immediately!!  Needless to say, I will be changing prescription drug plans this fall.

[pd6038]

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???

[lbuilta]

So I went down the rabbit hole and tried to discuss why the formulary was changed so that previously covered drugs were no longer covered. All I can say to you is that the almost 2 hrs being bounced around United Healthcare (OptumRx) got me nowhere. They want their money and they dont care about you.

As an fyi I should have done my due diligence better and compared companies on my drugs.....shame on me for not being better informed. SHAME on AARP for not having the seniors backs and stepping up not just on this but all of the take aways United Healthcare did....silver sneakers etc......

[GregR112291]

Hi, I'm Greg and have been disabled since 2012. I had no other but to use SSDI due to moving from N.Y. to S.D. and osing my Health Ins. and clould not pay enough to get another company to pick me up. I wasn't even able to join S.D. risk pool due to prior condition ( L-4,L-5 ) fusion. I have so many problems here with the system here and recently presciption refills even with prior auths. I only last week found out from a Nurse trying to help me have my regular medications refilled that OptumRx is contracted by S.D. for mdication refills. I'm stepping into a huge mess at the moment because there is no accountability from anyone. Social Security is stone walling me as well as this " company" .I have only now also found an Advocacy group out here but they seem unsure as they have " never heard " of what's going on. This term is all I seem to hear.

[BigG77]

I did a price check on 3 drugs with the new AARP Optumrx discount plan.  None were covered making the cost very high on each drug.  Don't bother signing up for this bogus savings plan.  The prices with goodrx are much better.  Check all of you presciption prices on the goodrx  website before purchasing.  On certain medications they have saved us from 10 to 30 dollars compared to the costs of the part D plan that we have.  The aarp optumrx plan had us paying up to $200 for the same pills goodrx had for around $10 to $20  I agree, stay away from the aarp optumrx plan and don't even bother.

[timlay]

You can't use good rx if your on Medicare/Medicaid.

[JazzGirl9]

You’re right. In my previous experience working in the medical field getting prior authorizations for medication, all the pharmacist has to do is provide the insurance company with the ICD 10 code, which is the diagnosis code, and Medicaid usually will pay, at least in California. You also don’t have to use your insurance and look for a pharmaciy that takes Good Rx with a low co pay. You can save hundreds of dollars, seriously. 

[aruzinsky]

---

@timlay wrote:
You can't use good rx if your on Medicare/Medicaid.

---

Wrong.  There is no law that forces you to use insurance that you already have.  You just have to tell your pharmacist to use the GoodRx coupon instead of your insurance.  And, most amazingly, that coupon price can contribute toward your insurance deductible.  See

https://www.goodrx.com/blog/ways-to-beat-your-insurance-copay/

[scrapbookaz]

Absolutely correct! The GoodRX drug app even showed me where I could get my antibiotic for free on my own prescription just recently in November 2018.

[JamesB350656]

Upon SETUP of new account - the sign in page goes NO WHERE.

This is not trustworthy behavior for a site that requires passwords.

No Thank You.  AARP needs to take this program OFF their network recommendations.

[dochande]

Well, see that others are unhappy with OptumRx for one reason or another, I too have, long ago with another group been displeased, on more than one occassion, speaking with  Optum customer service (this excerpted from anothers reply-"called OptumRx to inquire and immediately found it difficult to communicate with a surly, impatient rep.").  Though it cost more, I am using my local pharmacy, a more pleasant, helpful and less burdensom business to deal with.

It is a shame to have to experience this as the on-line system is suppose to be more advantages for the customer-both courteous, helpful, and financially.

[j484502k]

Couldn't agree more!  Their website sux, I can't even log in.  I'll stick with GoodRx until this gets better...but I dooubt it will.

[roc195958]

AMEN.

[roc195958]

This is the most inept service that I’ve ever seen.

     I have been using them for about a year and I have been left without medication every time a refill was due.

     I am done.

[SandraS751024]

I hope someone at AARP actually reads these comments. When a contracted company gets so many negative comments, it’s time to review the contract. It’s a pity when one cannot rely on an affiliation with AARP to provide quality.

I have used the AARP prescription discount program since 2005. AARP has changed its fulfilling pharmacy several times over the years, and most of them have been satisfactory. Not OptumRx. I will never order from this company again. For one thing, the web site does not function properly. I couldn’t even register, and I’m reasonably skillful with computers. But that problem pales in comparison to price gouging, unethical practices, and incompetent customer service.

On April 2, I called OptumRx to request a refill and was quoted a price of $29.98 for a 90-day supply – the same price I had been paying for a very long time. I was asked if I wished to use the credit card I had on file to pay this amount, and I said yes. A few days later, I went online to pay my credit card bill. There I saw the charge I was expecting, but right below it was another charge for $20.99. What is that, I wondered? I called OptumRx to inquire and immediately found it difficult to communicate with a surly, impatient rep. She finally referred me to a supervisor, who was much more pleasant but equally unhelpful. The supervisor said she needed to consult with other departments, making for a slow process and a long hold time. Finally she informed me that the price of the medication had gone up and that OptumRx had no control over that. She did apologize for the fact that I had been given no notice of the additional charge (which was not actually applied until two days after the original amount). The lack of notice deprived me of the opportunity to decline the refill, which I might well have done because the increase was so extreme and I was not in desperate need of replenishment.

Since I had not known of the additional charge and certainly did not authorize it, I turned to my credit card company for help. The card rep arranged for a conference call in order to try to resolve the issue. We waded through FIVE reps at OptumRx, one of whom finally managed to locate my account, but she flatly refused to issue a refund for the $20.99. It appears that OptumRx thinks it is okay to charge a customer for an amount the customer did not authorize. News flash: it is NOT okay EVER for anybody, anywhere, anytime, to charge a credit card without permission. The amount involved here is trivial, but the principle is huge.

Thank goodness this refill, which I did receive, was the last one on my current prescription. I will take my new prescription elsewhere. The AARP program is supposed to reduce consumer costs, not increase them. Compare the amount OptumRx says is my current copay, $50.97, with the cost at a local brick-and-mortar pharmacy, $29.95. Note that the local price is within three cents of the original quote from OptumRx. That cited “price increase” appears to have been no more than an excuse for stealing money. I think I hate a liar even more than a thief, but here we have both.

Judging by the efficiency of the customer service department, this company’s right hand doesn’t know what its left hand is doing. It seems far too likely, however, that sooner or later, one of them will be in your pocket.

[ChrisH521759]

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. 

[c528296h]

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

[ChrisH521759]

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.

[m573000l]

And notice that on their site that lists your meds, always says "price not available". They should notify people when the new cost is different than what you paid the previous month. AARP won't try to help because UHG is their largest advertiser.

[MichelleS975644]

Im so sorry you had to deal with this. Please be advised that they arent aware of pricing until the order is booked or price check is ran. Its all based off insurance and when the evaluate meds. 

[m573000l]

Michelle,

The problem is when they don't notify us that the price has gone up. They just send it and bill our credit cards,then refuse to take the medicine back. Now we have to fight with Optum rx and credit companies. Optum should have it set so if the price is higher than previously paid,it sends a robo call to ask if we still want it. They know this.

[j759444a]

I feel everyone's pain.  I have been in the AARP UnitedHealthCare plan for less than a month and will be so glad when the next open enrollment period opens.  I cannot believe all the hassles I have been going through this week with my very first prescription submitted by my doctor.  Web site doesn't work properly, order being held for my approval even though I approved it several times.  My credit card info is missing.  Representatives don't speak English very well.  I keep getting emails that my email address was changed....but I haven't changed it since I set up my account weeks ago.  I am waving the white flag and will move on to another company.

[gigi9]

I have the same problem with customer service reps insisting that there is no cc on file. It happens each and every time! Now, when I call I insist on staying on the line and waiting for however it takes for them to "miraculously" find the card. I would never call them if I could but each time I try to pay the monthly bill on the AARP it rejects me.

[m702796s]

Be careful about storing your cc. They do not remove it after being asked to use only once. They store it and send you medications you didn't order or need. If a doctor sends in a refill, they automatically fill it whether you needed that refill then or not. This cost me $352 once when I had asked three times for them to NOT store my cc. My doctor was being proactive and put a new script on file. Optum filled it without asking, charged the cc they weren't supposed to have on file, and wouldn't allow me to return it. I went to my bank, cancelled the cc. and had them call Optum and get a rep on the line to discuss why they are able to use my cc without my permission. What a surprise! The rep was able to reverse the charges and let me return the medication. I think they do this to bill Medicare. Not enough people complain and they make money for drugs not needed or wanted. They also don't keep accurate records of relationship to the donut hole. So you may be paying more for your drugs because they say you are past the initial stage when you are not and increased costs apply which people don't argue with because their customer service is so bad. Again. Cheating Medicare for more dollars coming their way. BE VERY AFRAID OF OPTUM ONLINE

[SusanK442205]

same thing happened to me.