Optum Avis 478

I'd give this company negative 0 stars if I could! The most incompetent, rude, nasty people I've ever had to deal with! I have a pulmonary condition and contracted covid. Dr prescribed me Paxlovid. They would not cover an entire prescribed dose, not even half of it, without a prior authorization. WTF?! My pharmacy would not break up a foil packet designed for a 5 day course (30 pills total) to give me 11 pills! So my Dr sent the auth form. And they rejected it the first time!! So she sent again, and it was finally accepted. It's now 2 days in to my illness already. But then the copay was outrageous and I couldn't afford it. Spoke to a so-called supervisor who said I needed a "tier cost authorization form" filled out by my Dr and she faxed it. She claims it was sent to my Dr, but my Dr never received it! It's now 25 minutes until my Dr's office closes and once again I had to call Optum. This rep says the previous "supervisor" did not document my last phone call correctly and she put me on hold for a while. Came back and claimed again that the form was sent to my Dr. Called my Dr....not there. I got very upset at this point and she actually chided me like I was a child and asked me not to use foul language when speaking with her....meanwhile it was very clearly directed towards the company, NOT her, and I even told her that! And it's going on day 3 and I STILL don't have the medication! I told them they must want me to end up in the hospital! Unfortunately we don't have a choice but to deal with them because this is who my husband's employer uses, but if you have a choice, CHOOSE ANOTHER COMPANY AND STAY FAR AWAY FROM THIS ONE! They are HORRIBLE about needing prior authorizations, treat you like you're bothering them, and don't cover a lot of prescription costs!!!
Fat cats who sit behind desks and write policies that ultimately hurt people should be arrested for criminal actions!!!!

IF I could rate them NEGATIVELY I would. They LIE, ERASE call logs (when I have it right on MY iPhone), won’t send the medication. All based in the Phillipines, supervisors Dale Marco and Harris both LIE and Cheat people out of their meds. Also, bothered to spend yet another 45 minutes on the phone with Anushka from Medicare Rx PReferred Rx plan, also, NO help! Stay Away from this service!

I wish I could give them a zero. I ordered blood pressure meds for my husband. It took 10 days to arrive. He had to go to the hospital for too high blood pressure. I had called several times and a non English speaking person kept giving me different delivery dates . God help anyone who uses them for their medication!

The customer service agent could barely speak English. She was from Africa. I could not understand 3 fourths of our conversation. It took 30 minutes to order 2 items over-the-counter. It's so frustrating when I go myself, I can never find any of the products I'm looking for I'll type in the search bar and it brings up things that have nothing to do with what I typed in. If the items weren't free, I would never use your service. It's so frustrating. Get english speaking customer service representatives. The only reason you have any business is because of the money you put on the OTC card you're shameful how you could put someone that can barely speak English that no one can understand as a customer service rep. No wonder you have such lousy reviews. Why can't you fix that????. Have english speaking customer service representatives to speak with people in the united states.

The absolute worst customer service. Or rather non existent. I've called on 3 different occasions to only have the phone hung up on me or no one being able to help. I will never ever asign up again for this company.

10 years of on and on absolute horrible delivery service and communication. I've absolutely had it will be getting my meds from another location and ending home delivery soon as possible. Last shipment of all meds were sent back, never received. Month over due, went in circles to fix their mistakes and literally said when do not send signature required items this next week I will not be here and usps will ship back before I get back they did anyways. So over it, id rather wait in line at Walgreens than ever use optumrx EVER again. 10 Years people, 10 years and the service is still on and off. But now just straight up ridiculous, seems 10x worse by location too. In New England it was decent, in Nevada/Vegas total lack of communication and treated like you're the idiot or did something wrong. Now the shipment says "not going to be home when it arrives? Just contact your carrier"... why would I need to!! I literally said this to customer service 3x before shipment. Good riddance, cannot wait to see both of my med docs in February to permanently change my med service. Date of experience doesn't apply, this is 10 years of frustration and nothing will change my mind with my decision and will spread my experience with anyone that asks how its like to be a member of Optumrx.

Called to say I had a prior auth approval. None of my meds are new & already covered. Called back, it went to their home delivery service. I've never had & do not want home delivery. Also did not speak English well.

Can I give negative stars. This company is the worst. They don’t cover anything and can’t talk to anyone that speaks English. On hold forever over 30 minutes. This must be one of those Obama companies.

Communication is very poor

A useless, uncompassionate, and bureaucratic company owned by UnitedHealth Care, which explains a lot. I spent about two hours on the phone with their Customer support, listing, spelling my wife's prescriptions, at no avail. We still have no refills. I spoke to a "supervisor" who pretended to help. I received many emails requesting "information" about the prescriptions and still no refills. I'm returning to CVS, they are not as bad as this suckers. If you want to rely on your medications to be delivered timely because you are in pain or gravely ill, DON'T use them. Their staff does not care if you are in pain or dying. They stick to their scrip, lie and try to blame you for their incompetence, lack of compassion and common sense. WORST COMPANY IN THE WORLD!

I would give them a -0 if i could. This is a absolute unbelievably , almost shockingly horrible company. Run as fast as you can if you read this.Because if you still go there after this , you deserve what you get. They're billing is absolutely beyond horrendous. Don't ever utter the name of this company out of your mouth again. And this is actually the good part of it. My wife has to deal with these morons. One part of the company tells you the bills paid the next one tells you it's not and then they send you to collections.

OptumRx does not care about putting your life in danger.
I'm going to have to find additional income in order to avoid using them any further.
The first person I talked to made all sorts of promises about what she would do and when my order would arrive and convinced me to transfer my Rx for my insulin and my blood glucose sensors to them to save $100/mos. Instead, she just completely dropped my order request and did nothing. I checked back with the company a few days later bc my medications still hadn't arrived and the date she promised had passed. They told me they had no record of the order and that I hadn't transferred the prescriptions to them (because their employee told me that they would put in those requests with CVS).
After speaking with another person on the phone and 3 different people via chat and one of their Pharmacists, as well as going to CVS, giving them OptumRX phone and fax info and having them send my Rx to them while I stood there (bc I wasn't going to give Optum any room to say they didn't have the Rxs) my order currently says it will be arriving 3 days after I run out of insulin and 4 days after my Dexcom sensor ends.
When I told them multiple times when my order had to arrive by in order for me to not be in danger of a diabetic coma, they assured me it would arrive in time. More lies even though I told them that if they couldn't get it to me in time, I would need to cancel with them and go back to CVS. All sorts of promises.
Now my order is processed, has a too late arrival date and I can't get anything filled locally bc my insurance won't approve a double Rx fill.

Frequent issues with customer service, fine for just regular refills of maintence medications, but extremely poor customer service and inability to actuall do their jobs. Heaven forbid you travel for the holidays and need a refill 1 day early. . . Not my first issue with this company, really wish my employer offered other choices. I may just pay without insurance as this is a medication I cannot safely just stop taking (tapering required) If you have a choice in provider - look elsewhere.

If I was allowed to leave zero stars, I would. Incompetence, rudeness, and disdain are their corporate bylaws. But for my employer having a contract and being forced to use them, I would not have anything to do with these people. Saddest part is that while I am young enough to fight, I can only thing of the elderly and vulnerable who are victimized by this heartless morally void company.

This company presents like scam artists. They are not supposed to send prescriptions without approval unless the cost is under $10. This is not the case. When i inquired just to see pricing, they automatically filled and sent the prescription without my asking ($56) and then sent me a bill. I called to rectify...they were supposed to send a shipping label for me to return and never did and CONTINUED to send prescriptions that were well over $10. Again I NEVER ordered from them. Three phone calls and 7 hours. Was given different info from each rep and none of the resolutions they offered ever happened. In addition, they hold your prescription and will not allow any pharmacy to fill other than CVS (which never has what I need and wants to have me drive to a CVS 30 minutes away (i live in Vegas, there are so many CVS this is crazy to me). It states nowhere in my insurance policy that I am required to use them. They will not release my prescriptions. Imagine if my meds were for life threatening ailments? This is VERY dangerous for seniors as this system is corrupt, and their customer service is not reliable or efficient. I recommend no one gives them any personal information and DEFINATELY do not give them any banking or credit card info. I cannot believe Neiman Marcus and Saks 5th Avenue do business with a company like this...legit putting their employees in harms way. This originates back to Oct 2024 and they are again holding my scripts hostage.

I contacted them on behalf of my elderly Mother. She was running out of a medication she depends on. I called them after the doctors office said the had sent the order in a week before. When I called OptumRX I told them of the urgency. I paid the expedited fee. I was told it would be overnighted to my Mother. The fee came out. The message we received back was it would be 4-5 business days!!!! If I had been told that, i would of had the doctor send the order to the local pharmacy and picked it up for her. I am very disappointed. When I called customer service the woman was rude and told be I must have misunderstood. I am glad I recorded the phone calls (called on my work phone).

Agee with most of complaints that are written here. I informed them that I needed a drug for my wife nov. 20th 2025 . It is dec. 11 th still do not have the drug. Many phone calls lots of promises, explted shipping nothing. They billed my credit card. We are stuck with them because insurance.

the worst of the worst. This is a terrible organization that bought out my company. They have a unique talent of turning a perfectly run company with content customers and employees and turning it into absolute trash. Nice work Optum management and leadership team, you ruin absolutely everything you touch.

There are multiple links on the website to send them a secure message but all those links open the message center, and there's no way to send a message from there (and apparently no way to do it at all). The chat agents are unhelpful assholes.

Would give them a zero if possible. Continually deny my wife's medication even though she has been on it for years and can't use any of the alternitives. Have to fight each time to get meds approved. Also tried to charge me $130 for insulin when my stats contract specifically limits it to $30. Filed a complaint with medicare to fix that. Send meds poorly packaged almost all of the time. Transferred all prescriptions to local pharmacy. Done with these idiots.