OptumRx
reviews and complaints

This is the WORST company I have ever worked with. I will NEVER order anything from them again. It's not like you get what you order anyways. Their customer service is horrible and I literally don't know how they stay in business. The first order I ever ordered I canceled. They created 2 accounts and messed up and I couldn't fill my order at the pharmacy and had to wait a week to get it. Now I ordered it 4 days ago and I just called and they canceled my order. They then said they called to tell me but I din't answer. I have no voicemail, no e-mail, no text, and no letter in the mail. The person on the phone was so nonchalant about it like it wasn't a big deal and he really didn't care. Then I told him to "not order it, " and he did anyways without my consent. I would have a better chance of getting better service by talking to a wall.

Just a miserable company to deal with. The only good thing is they provide a 90 day supply. BUT, that comes with a horrible user experience.
1. Passwords expire in less than 90 days, so ever time I go to reorder I have to "forgot password -- re-authenticate -- request text -- input code from text -- create new password -- repeat new password -- log in using new password". Every 90 days!
2. When doctor renewed refills, Optum automatically placed an order, charged my card. WTF...I did not order this or authorize this. I only extended my prescription renewal. Cancel the damn order.
3. Placing an order, it goes through the entire process with: add to cart -- check out -- enter address -- enter payment -- enter billing address -- submit order. Only then does the message "order unsuccessful since one of your prescriptions needs to be renewed. Why did they not say that before I gave them my credit card. Why not say stop me from even adding it to my cart? Bad web user interface.
4. Sneaky shopping cart notice defaults to "I want to auto ship all my meds". Unclear how to say no and not sign up for this.
5. when entering credit card, you must opt out of them storing the card number and agreeing to send renewals automatically. Be careful! It's in fine print on the last page of ordering.

Information not disclosed to me that --
1) a phone call is required for me to initiate delivery of medications: resulting in me running out of the medication even though prescriptions were fax'ed to OptumRx 3 weeks prior;
2) one of my prescriptions was excluded, and the pharmacy tech did not tell me that when I specifically asked if there was anything else I needed to know;
3) there are different ways to pay when I asked about payment. This was a different pharmacy tech during a conversation that happened a day after the first conversation.

These are basic issues that ought to be covered and the telephone staff ought to be educated about addressing these issues. For me, these oversights made a lot more work for me. The work ranged from problem-solving to driving 3 times to a local pharmacy to get the medication I needed before I ran out completely. I could do that work. Other seniors do not necessarily have the ability to do that work. They are the vulnerable ones who may not be able to clearly complain about the lack of basic information dissemination.

To whom it may concern,
I am sending this email to this site to complain about overpricing of home delivery medicine as corporate or Optumrx's website failed to provide an email address to report these issues; Optumrx overpriced medications versus retail pharmacy.

I have been receiving Hydrochlorothiazide 25mg 90 day supply for $3.90 through Optumrx and without warning the price went up to $4.52. I decided to compare prices between my local pharmacy and Optumrx's website. I found out that retail is a lot cheaper than home delivery. A one month supply from Walgreen costs $1.02 per month, Publix pharmacy cheaper, and Online Rx $1.80 for 90 day supply. I spoke to a supervisor at Optumrx who confirmed that retail was cheaper. He suggested I get this medication through retail. The problem is a restriction of only 30 day supply vs 90 days. He stated he would bring it up with the next management meeting because Optumrx is providing the same drug from the same manufacturer for a higher cost. However, this is too important to leave up to one person to address. Therefore, I am sending this email to expedite communication of this concern. If the prices are going to be cheaper through retail, I should not be restricted to a 30 day supply if your company is unable or not willing to match or beat the price. I thought the whole idea of Optumrx home delivery pharmacy is to save consumers money, and the company would benefit from the increased clientele and revenue in the process. I would appreciate Optumrx looking into this matter of price gouging.

Best regards
Elaine

118 complaints, 0 resolutions. Guess that means no matter my opinion, YOUR COMPANY DOESN'T CARE about its customers and will never change! Why else would multiple representatives repeatedly LIE and DECEIVE customers about actual delivery dates? Your program materials exclaim "automated refills" but doesn't mention that if your insurance is Medicaid, you don't qualify! Not to mention regularly placing both customers AND medical personnel that call upon OptumRX request, on HOLD for over 15 minutes multiple times? Perhaps it is your lack of following your own policies and procedures in a timely manner regarding receipt and processing of controlled prescriptions, resulting in putting patients live at risk? With NO ACCOUNTABILITY?!

RECAP: well established long term reputable patient tries OptumRX for 1st time. First non narcotic prescription filled for 1 year! Whoops. Second: Sent original copy of controlled (narcotic) medication certified mail, received 7/8. Guaranteed to be fully processed NO LATER THAN 7/22. Sat on desk for two weeks, no action, failed to follow procedures to call Pt for address verification and Dr office to confirm. Pt calls to check status 7/19, none, waiting for Dr office to call them. Why? Need 14 page info report on pt. Dr faxed. Pt calls 7/20, no action, we don't work weekends and insurance problem. Pt calls 7/22, assured all is well, set for 7/22 Priority mail. Pt calls 7/23 to confirm status, no action, needs Dr report again, Overnight mail will be $12.50. Pt calls 7/23 afternoon, asked if wants REFILL, charged, then delivery date 8/1 (via Overnight?). NO TRACKING NUMBER! UNACCEPTABLE! Pt out of medication 7/25! Pt ends up driving 3 hours to DR office to get "temporary partial refill" prescription to take to local pharmacy to fill. Additional co pay of course. It remains to be seen if the original prescription is delivered. And since it requires Pt signature, it is NOT "lost in the mail".

TLDR: don't trust OptumRX to get your medications to you timely and accurately, ESPECIALLY critical ones, despite their promises! The CSR's are all over the USA as are the pharmacies they use, and calls are routed to the next available CSR, just not one in your area! Then the CSR has to figure out just WHICH pharmacy has the paperwork WHERE and if it's in the right place. On THEIR time. While you wait, and wait, and guess...

Auto refill is good but when you auto send the prescription and auto deduct 131.00 off my debit card without notifying me being 62 and on limited income we have a major problem with that. After talking with 10 off shore customer service people as well as a supervisor Harvey and manager James, that was a complete waste of time. They will tell you what you want to hear and lie to you. They have no power to credit my account the 131.00 for the Trulicity I no longer take. OptumRx left me with 5.00 in my account to live off of till the 3rd of the month and didnt care about that. They need the package returned before they give my money back. Nobody can call accounting to make exceptions to get my money back no sooner than 7 to 10 days. If that! What a nightmare! Would I refer anybody to them. HELL NO! The problem is their policies! They made the mistake of not getting my authorization to do what they did. That was an error even if it was done correctly according to them. And can they make it right. HELL NO! What a behemoth of crap! Dont go with them. You will find yourself in a Corporate maze and get screwed and lost. There is no phone number for Corporate to complain. I guess when you have 1 star IT IS WHAT IT IS! 🤨 STUPID! No authorization from the customer when taking their money is wrong!😬

Effective june1 I have had united health supplement insurance to my Medicare. Optimum, a subsidiary of United, is the required mail order plan.
This is the most poorly run company I have ever dealt with.
I need insulin to live. I have had to buy a vial( 12 day supply) at retail because coverage was denied($500) and now I have been getting more different answers on my 90 day supply than I can remember.
Seeing, all the negative complaints in line I feel better in my assessment that this is a company in total meltdown mode.
Is there any class action activity? Law suits I may join? Something must be done.

On June 3 I placed an order for expedited delivery of an RX due to an unanticipated travel requirement that would had me out of the country for 6 weeks. The order was approved on June 4 I contacted them daily to see what could be done to expedite delivery receiving 2 commitments that Optum would pay for the overnight shipping due to their screw ups. Today June 10th I called to request the prescription be transferred to my local pharmacy Publix in
Riverbridge No mention was made that the pharmacy had to contact them They specifically said the Drug store would have the Rx by mid day Publix never heard from Optum I call again and was informed the pharmacy has to call the OptumRx Pharmacy to arrange for a transfer 8 days to fill and RX IDIOTS

For 4 prescriptions "pricing information unavailable" online. I was shocked at the high prices when they sent me an order I did not submit. WalMart pharmacy is cheaper for all 4. United Health Care forces you to use them, then they bill for any random amount they want without ever disclosing the prices. They are both the pharmacy and the insurance provider making them self dealing scam artists. They make no effort to provide drug pricing, and being a self dealing loop, adjust their prices based on profit, loss and accounting tricks to write off losses in the form of tax credits, manipulate coverage and benefits, and basically hold their clients hostage while ramming incompetent foreign call center service reps down your throat.

Optumrx signed a contract with the state of alaska (alaskacare), to provide pharmacy services for state of alaska retirees. Alaskacare states that a members benefits are good "world wide." optumrx officials signed a contract knowing they could not cover the services they are being paid for. Optumrx has violated the alaska contitution xii, section 7, as 39.35.880, 18usc1033, 18usc1356, 42usc157, ra 17-02a title 3 part 2 chapter 28 3aac 28.908, 42usc18022, 18usc1343, 18usc, chapter 96 1961-1968, interstate commerce act, sherman anti-trust act.
I have been denied a letter of guarantee of payment to the royal phnom penh hospital, phnom penh cambodia for a supply of essential medicine (aetna provided this and a one years supply when they administered the pharmacy services for alaskacare) I have gotten hold of four federal agencies including the fbi and us dept of justice to investigate this fraudulent contact.

See: cunningham v aetna and gillian washington v aetha

Quality of the drug supplied by the OptumRx mail-in-order is substandard ( Amlodipine (Norvasc) manufactured outside the US). It is causing a lot of side efforts and all the side efforts went away with the same drug from Walgreen pharmacy. Please investigate OptumRx's ability to deliver mail-in drug effectively. United Healthcare is forcing this option after three refills for all on-going maintenance drug. This approach is unacceptable without a safe delivery mechanism and Sutterhealth needs to advise correct pharmacy based on rating and credibility of the pharmacy.

I have to pay in full cost to Walgreen and will try to claim back from OptumRx.

I was on a medication since, I was a teenager for years! I tried every available generic that gave me side effects or didn't help me at all. I have taken brand name that has always helped me after, generics as well as different medications have failed. Since, I was told I needed a PA for brand my doctor submitted for brand medically necessary as I was told it would be approved after, fighting since, January 2018. I would only pay $132. For a 90day supply that turned out to be over $2000.?! I went from being told I no longer needed prior authorizations to "I would have had to pay full price" as it didn't matter I was out of my medication that you can't just discontinue at the dose I was on. The PA was denied for brand medically necessary for the fact is was "off label use" even though, they had told me if, it was written for a different off label Dx I would have been approved. I have been given the run around for a year and a half now! I have not been doing well since I have been off of it.
They keep going back and fourth that it was and wasn't approved then, I just spoke to them after they keep canceling my PAs saying that I didn't need a PA they would submit for and urgent approval called back after, the same thing happened again- that I do need a PA as they keep canceling all what is submitted ?! I would have a huge out of pocket copayment for a brand name medication even if approved- that I was given inaccurate information as I keep getting a different answer from each person I speak to... I went from having hope to having nothing. As they are again targeting another medication I am currently taking that only comes in brand for them to determine if, the medication is medically beneficial?! I was told they canceled my PA because, the medication was on the covered tier 2 medication preferred list now, I am being told a different story! I run out in a few days!
9 months ago I had to suffer for almost a month because, a medication was increased -I was told I couldn't increase my medication until, my next refill was due because, they couldn't override the medication in their system?! That is BS!
I went from medically stable to holding on by a thread. This has caused a major relapse in my illness and getting targeted again!
This is the worst company I have ever been with. The only company that has needed PA for these medications- the only company that has told me "they can't override my increased dose"- the only company that has caused so much distress as I continue to suffer as they to target more medications that I have no other options.
I don't know what to do as I am stuck and getting worse. Between my insurance and doctor pretty much giving up trying to work with or around this company. If, I get cut off anymore medications I can't afford to pay for out of pocket. I will die. They don't care about their consumers wellbeing- it's all about money to them.
I tried everything went directly to the source of the pharmaceutical companies they can't help me with getting my needed medication.
What is the point of having drug coverage when, the medication you NEED most isn't covered brand or not ..? What I pay out of pocket for copayment now doesn't save me much money at all. What am I supposed to do now I have medical issues that were in remission as I am back to square one? I went from having a more positive productive outlook to losing everything. I don't wish incorrigible company on anyone!

For over one month I have been waiting for a prescription for Ambien. On April 5 I was told the prescription from my doctor needed prior authorization from. Optum sent him a letter and I, also, told him. His office advised the authorization was submitted. On April 25 I received an email from Optum that the doctor authorized the prescription and I needn't do anything further; the prescription would be received by May 3. May 7 arrived and no prescription. I called Optum and was told the prescription was recalled. I never received prior notification of this and expected the medication. The rep could not give an explanation and said on May 7 she would send the order out as a rush order and I should receive it on My 11. I received an email that date attesting to this and repeating I needn't do anything further. Well, May 14 arrived and no medication. I spoke to another Optum rep on May 14 and was told they could not send the medication without prior authorization from my doctor. I told them they already had the authorization. They put me on the phone with the pharmacist who stated they only had my doctor, s prescription. They needed an authorization from him indicating he was aware there was an FDA warning that Ambien was dangerous medication for the elderly. I questioned this and asked why CVS filled my order initial prescription with no problem. The explanation was that CVS does not always abide by FDA regulations. I have never had an issue with Optum before and I find it absurd that they would question my doctor's knowledge of a medication and its affect on his patient. First they are saying my doctor is not competent and that CVS is violating the law.

They keep denying a per authorization from my doctor and want to over charge me for a medication that I need to help not have to take said medication that often. I have a nerve damage in my back and I also have bulging disks and everything has been done for me from Tylenol to harder things I do not take them often when I have my lyrica but when I do not have it I have to have some relief or I can not walk or even get out of bed. I have blocks in my back every 3 to six months I have celebrex to boot for the authritus in my spine. And they STILL do this. So hence they are hindering me from getting my medication and I will see out legal advice against this. Have fun with another law suit

I have been trying to get my prescription filled by your pharmacy for over 1 week. I am currently pregnant but need to use Estrogen patches to sustain it. I was getting the patches from my pharmacy with no problems for 2 months and then suddenly United Healthcare denied the submission saying it now had to be submitted through Optum RX or Walgreens Mail Order. I called Optum RX to get this medication which I need to take every other day and was told by the representative it was a considered a specialty drug and referred me over to Briova which I dreaded since I've had to use them before and they were terrible. I ended up paying $400 full out of pocket costs for my medication because they never fulfilled it. I called anyway and submitted the request. They said the medication was not a specialty drug but said they would contact my pharmacy to get my subscription anyway to try and fill it. I called back the next business day and was told they weren't able to fulfill it because it was not a specialty drug. Briova then resent the prescription back to my pharmacy to fill. They said it did not have to go through Optum RX since it was not a specialty drug. When I called to submit my prescription request though, it was rejected by UHC again and I was told it had to be filled by Optum RX or Walgreens mail order. I then called back Optum RX to submit my request and was told they would need to contact my pharmacy and doctor for the prescription to fulfill. I contacted them today again and was told my original pharmacy said they had already sent it to Briova and couldn't send it back and my doctor had not responded. I then called my pharmacy and doctor and was told they had not received any calls from Optum asking for a prescription. This is beyond ridiculous. My pregnancy is now in jeopardy because of this situation. I was forced to buy one box ($100) of patches but I am unemployed and cannot afford to pay full price for more. The life of my baby is in jeopardy and no one at UHC or Optum RX care. They have no sense of urgency regardless of how many times I've explained the importance of this medication. I'm at a loss as to what to do next.

Optum contiues to make unauthorize credit card charges, and at the same time continues to send out medications that were not requested. Additionally, the company disregards your request to keep credit card and bank off file. And if that weren't bad enough, respresenatives will keep you on hold for 10 - 20 minutes; especially if you asked to speak to a supervisor, then never comes back to let you know the status of locating the supervisor — making you call back to start the process again.
On 3/27/19 order#[protected]-1 mailed 2 prescriptions that were not requested and made an unauthrize charge to my credit card! I contacted optum to reverse the unauthorized charge, with the supervisor stating they would send a return mail slip to return merchandise and I would have to take it to the post office, which I did and found out the return slip was for 13 ozs. But the weight of the return was 4lbs. And the return lable was for 13 ozs only, after having waited in line at the post office, with them telling me it would cost 13. 76 cents to return. And these are just some of the issues i've had with them, and the issues continue to increase. Despite making it clear that these issues shouldn't be happening. I spend more time on the phone trying to correct their mistakes, then everything else.

I was just on the phone with a lady helper specialist she was so rude to me. I requested help with sighning into client portal she was no help just repeating we are updating and you cant do that. Updates should be done at night when very few want to refill perscriptions! I was also sent a web link by another person earlier today to change password and never got that either! What is with this company?

I hate this mail order pharmacy, always getting something wrong with my rx, don't warn you when your pharmacy won't refill your meds because you HAVE to get them mail order now or your insurance won't pay for it, and it takes two weeks to deliver meds you needed that day, chat function never lets me submit anything, I press enter button, nothing happens, the picture function for rx refill doesn't send you anything to confirm it worked, I put in a refill for a specific dose and see it's being processed at an old dose, if I didn't have to use them because it's "required" by my insurance to use them after I get a certain amount of refills at my regular pharmacy than I wouldn't.