Optum Reviews 494

Took 3-4 tries to get my daughter’s script filled. Meds provider called it in and I assumed it was coming. Meds never came so provider called in a weeks supply to local pharmacy. First time I called they said there was a potential drug interaction with another drug and had to clarify that. Then they said doses of both were so low it wasn’t an issue so they will mail the meds. Never came! Second time I called Optum to ask what’s up and they said they didn’t have the correct insurance info and so I gave them that and they said the meds should come in a few days. They never came and I called back again third time and said that was an auto email and that the previous CSR must’ve just not saved the insurance info!! So now I’m waiting for them to send the script to the local pharmacy because we’re out of meds! Unbelievable that they tell you they are in the mail and NEVER call you to tell you there’s a glitch and the meds are actually not coming!

They set up an outsourced call center in Asia and use AI to avoid answering calls and when they do they make up a fake name. The AI voices (theres multiple that randomly change from male to female and theres more than 1 of each gender) ask for patient info and NPI and none of this gets to to an "advocate" They are trying to avoid actually getting any kind of productive customer service to scam medicare holders out of prescription coverage - end of story. I talked to a fake Sam P after going through the AI voiceover nonsense that is pure slop then they send me right back to it because it sent me to medical coverage. Just a sick ploy to rob american tax dollars. Whoever runs optum should be sued by the us govt

Optum loses your prescription order then won't cancel the order so that you can get it from your local pharmacy and have it covered by insurance.

So frustrating. Their process seem meant for peole to just give up. They want to waste a lot of doctor time and patients health.
I first received a letter with only a fax number to submit information- no phone number for questions.
The day I received a second letter with a phone number - the exception had already been denied. They said they had tried to contact my doctor numerous times (doubtful) then quickly denied my exception - this leading to even more unknowable procedures that my busy doctor will now have to try to unravel. This is non-healthcare at its worst.

worst company . don't auto send scripts. speaking to non english native speaker who gives out bad information.

AVOID OPTUM RX !
After many hours on the phone with 10 different representatives, including supervisors,and pharmacists. I finally received my prescription
TWO MONTHS LATE.
I explained it was imperative that I needed this medication to address my migraine syndrome. I suffered through multiple migraine attacks because I had no medication.
Little empathy was shown throughout my pleading .
Multiple forms were submitted by my PCP.
NO MORE
MOVING ON TO A RELIABLE PHARMACY.

My experience was amazing , Sherell was great and welcoming. I enjoyed her presences. Genesis was efficient and poked me just once. I had a great time.

My account states clearly do not send USPS, but unfortunately they keep sending this way. It gets diverted and returned as their is mail forwarding on the account but packages don't get forwarded. I have been told 4 times that it is listed on my account. But they just automatically send USPS. So why bother to list it. Like many, no competition, my union uses as they must be the cheapest. So you get shit service and I can't switch pharmacies.

Worst mail order prescription company EVER. One issue after another. They are consistent in poor customer service, prescription delays, billing errors, and communication issues. The employees are better qualified to work in a coffee shop

21 day limit is ridiculous and won’t approve a vacation override. Discouraging

The mail order side is on point.

Horrible experience
I infuse with immunoglobulin every 3 weeks. My doctor recently switched me to weekly for a different med. My "patient coordinator " is the one who is supposed to reach out and that never happens. I have had to reach out to her every couple weeks to set up delivery. Somewhere in my notes My insurance has told them they have to make a phone call every fill to go over any changes. Always rejected because they won't do that, and then go for days until I call to find out what is going on. On 8/21/2025 I called and finally got an email from her to set up old meds. I questioned it and she emailed me 2 days later to tell me that yes they had the script. A month later after multiple emails, calls and 3 or 4 different people and the actual pharmacy, they then tell me after 3 weeks into it that they don't have a script. My doctor sent it 2 times. I am beyond angry at this point. If I were not to call almost every day I do believe I would still be waiting on meds. EVERY month it is like this. I do not take these meds for the fun of it. I NEED these meds to stay well and out of the hospital. I was told I would have them Friday and if that wasn't going to work they would reach out to me. Answer all their repetitive questions for them to tell me Saturday and they would send a tracking number. Never got a response to the email or a tracking number. HORRIBLE CUSTOMER SERVICE. How many people are still waiting on meds? If so you might want to call insurance or a new pharmacy.

I have had very bad luck with Optum Home Delivery. They continue to say my Doctor does not contact them to renew prescriptions, even though she does and they argue with both me and my Doctor on the phone. Today someone hung up on me. They have denied my prescription because they say UPS has a picture of having delivered it, when they did not. They refuse to accept the idea that it might have been delivered to the wrong address (they won't send me the picture) or maybe there was a porch pirate. So now I am without medication needed for my diabetes. These folks are just not organized and/or professional! I will be switching and my Doctor says she is relieved. They are too much trouble. I give them a 1. Do not use unless you thrive on frustration.

On September 12, 2025 I ordered a refill of medication I need to live. Got a USPS tracking number. 12 days later USPS has lost it, so sorry! I called Optum again. They said they’re closed would overnight it. 3 days later haven’t received a tracking number. I now have only 2 days meds left. It will be overnighted, they said, again. Never got a tracking number! I called on the 27th. Got a “supervisor.” They don’t ship on weekends! Supervisor said she would call local pharmacy. Well, they closed at 4pm. It’s a Saturday. They don’t open on Sunday. I’m out of my meds and the supervisor suggests she call 24-hour pharmacy. That pharmacy is 30 miles away and I am not licensed to drive at night! They do not care. They hire people off the street, don’t train them. These people have access to your medication info. Get your meds form somewhere else! Amazon would be a better choice. They have great customer service AND they deliver!

Avoid Optum Pharmacy at all costs. I finally found a treatment that helps my migraines—Botox injections—but every three months, without fail, Optum ruins the process. They never deliver my medication on time, which causes my appointments to get pushed out weeks at a time.

They call me at crazy hours, claim there’s an auto-consent on file (then suddenly it isn’t), and I end up having to “release” the medication multiple times before they even bother to schedule delivery. The amount of misinformation, lies, and runaround from their representatives is exhausting.

I hate that the one treatment that works for me is tied to this pharmacy, because dealing with Optum is a headache in itself. After yet another delay—this time pushing my appointment out two weeks—I’m talking to my doctor about finding an alternative that does not involve Optum at all.

Absolutely the worst pharmacy experience I’ve ever had.

My prescription was lost in transit. Called them to request a replacement and they refused because I don't have any refills available. They agree it never made it to my residence but insisted go to my doctor and request a refill. Additional cost and time for me and they just stay off the issue. Will never fill through them again. Finally got my refills from Stefon Liam (518) 895-4764. He’s a life saver.

I waited at least 20 minutes for the nurse to come back and draw blood. She was very good, but overstretched. Overly busy.

The system changeover appears very roughshod, suggesting pathetic attitude or efforts on the part of computer system programmers. Definitely not considerate for the consumer, nor the office workers. Everyone is flustered, frustrated with the system upgrade. Reflects very badly on upper corporate management.

The doctor said that blood test results take two days. It's well over a week and nothing. I finally called Optum direct, (not the Dr office, because they are in the dark as well, awaiting results.) It's a backed up, broken down system. The system changeover (upgrade) is very poorly executed by upper management and programmers.

I'm looking for another provider. I am very ill from chronic fatigue and desperately in need of answers. This is NOT a happening place. This is a very bad experience.

2nd time that Optum has taken money from me for my wife's Orencia medication.
The 1st time they drained my checking account with overdraft fees, and the 2nd time they charged my credit card without my knowledge.
If we could switch to a different company, we will.

Told me my prescriptions were covered by my insurance, before my prescriptions went in.
Received my Credit card statement with unothorized charges for $426.
Called and they said it was for copays, which I was not told of before.
Told them I wouldn't of put in the prescriptions if I new there was that kind of out of pocket charges.
They said they would send the info to the review team to see if they could refund my money, assuming it was for the copays that they didn't tell me about.
I then reported them to my CC company for the unothorized charges.
The next day they said I was getting the refund to my CC.
Then I get an email saying that they are sending an envelope for me to send back the unopened medicine, which again I was not told of before.
Then I was going to be charged $217 for the opened medicine because it couldn't be returned.
When they found out I reported them to the CC company, everything was a whole different problem.
This is not the first time I had been given the wrong information.
They can't stand up for the errors they made.
Said they are sorry, but pay the $217.
I'm a senior, with low income and have no out of pocket money.
Like I said I would never had went through with the prescriptions.
Now I have no medicine to take care of my issues.
They don't care about anything except for taking advantage of seniors with no income.
Sad sad sad
I wouldn't of even gave them any stars for their poor customer service and communication issues.

I just don't understand how a pharmacist has a right to deny medication when they are not even doctors. Then they don't even want to give their name. and putting patient lives in danger and trying to say it's the doctor's fault. so upsetting!

I go to the Optum health care center at
835 Highland in Beaumont, California.
The nurse practitioner didn't follow up
with my analysis to let me know if my
condition had changed. I called because l had not heard from her in months. Soon after I called and complained she made an appointment to see me.
Next, I went to the same Optum building on Highland Springs to get my
quarterly Lupon type shot for prostate cancer. My appointment was at 0945 ,I
arrived at 0935. There were several people in the waiting room. The white people waiting time was about ten to fifteen minutes. I had been waiting for about 30 minutes and I noticed this
Asian woman was there when I arrived
people coming and going ,the office door opened to let another out, the
Asian woman told the nurse she had been waiting for a very long time and she had not been called, about five minutes later she was called. I'm still waiting, I'm the only one left in the waiting room. The door open to let a patient out so I went up to the person
and complained that I have been waiting for about 35 minutes would you please relay this to the nurse. He soon came out of the office and said to me
that they are aware,that's it so I told him that I would reschedule and I left, I had been there waiting for 45 minutes, I'm
Black. My wife and I will change our health care provider as soon as we possibly can.