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OptumRx App Complaints & User Negative Comments 2024
OptumRx app received 28 complaints, negative comments and reviews by users. Have you ever had a bad experience using OptumRx? Can you share your negative thoughts about optumrx?
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OptumRx for Negative User Reviews
✓ Worst app I have ever used!I’m pretty computer and electronic savvy but this app will make even Bill Gates feel computer-illiterate. The interface is not user-friendly whatsoever and the data is always inaccurate! I am a 37-yo helping out my retired parents so I signed them up for OptumRx so that they don’t have to travel to the pharmacy or pay out-of-pocket. From the get-go I have had the worst customer service over the phone which made me reconsider going back to retail pharmacy but for the sake of my parents I decided to battle thru the rudeness and inconsistencies along with the incompetence of some of their agents. When I finally succeeded in signing them up after months and way too many phone calls, I thought I can simply use this app and never have to speak to an agent ever again. But boy was I wrong! The app is so hard to navigate through and the information is not up-to-date therefore I am not able to make “quick and easy” refill requests which means having to call and speak with these “awesome agents” once again. Can someone please just update the darn app and make it easy for senior citizens and myself to use? Otherwise just decommission the OptumRx app and stop toying with your customers..Version: 2.7
✓ OptumRx and CVS are the WORSTI was in the middle of writing a review about the OptumRx App not allowing me to change my preferred pharmacy to anything other than CVS, no matter how I tried to change the advanced search preferences, when the APP booted me out, and also wouldn’t let me go in to complete the review. The prices from CVS and OptumRx are at least 3 times and often 10 times the prices for the SAME drugs/quantities as Rite Aid, Costco, ShopRite or Walgreens charges. I was trying to change my preferred retail pharmacy in their system to Rite Aid, but it would not allow me to do it. It also wouldn’t give me prices for 2 prescriptions I was refilling on generic drugs I’ve purchased from them for several years. OptumRx also refuses to accept any discount cards, and the CVS pharmacy has frequently refused to check the prices using the discount cards even when it’s a prescription I refill every month and remind them that the price with the “Good Pharmacy” discount card is at least $100 cheaper than with my medical Insurance card, ($156. vs. $43.). These are just a few of the many reasons I would NEVER recommend using OptumRx to anyone!.Version: 2.26.1
✓ Confusing messEvery time I think I can't hate my insurance company any more, I find something new to loath. I'm trying to compare prices between three different medications in a certain category. I don't remember which similar sounding generic names are which brand names, and does the app match them up in the "cheaper alternatives" section? NO. Why would they want to do something like that, like say, "brand is this price, and the equivalent generic is this price and here are other similar medications with their brands and generics." NO. Just a big list of all of the brands and generics jumbled together with no organization or pairing. Plus it says "this exceeds the allowed quantity" at the top, but then says $35 below that. How does a month supply of a once a day maintenance medication exceed the allowed quantity?? I can't get any straight answers from the app. This thing is terrible..Version: 2.21
✓ Login constantly broken - stillThe login for this crap program is always down and won’t let you use your fingerprint. Then when you manually enter you credentials, it tells you the password is wrong (even though I know for certain it wasn’t). After several attempts you get the joy of being locked out and have to make up a new password over and over. Lots of questionable reviews on here as well. I’m betting they are paid reviews because I can’t see anyone thinking the UI or the experience logging in could ever be a 5 star experience. Sad that a healthcare company can’t get their app right... Update- I was contacted saying it was a bug and it was fixed. Lies. Still won’t use my finger print and tells me my new password isn’t correct and will lock my account so I will get to create another new password. Just have a list ready because each time you log in you will need to come up w a new password. App developers here should be fired and replaced with someone who knows what they’re doing..Version: 2.18
✓ Mail reliable but app and online account services totally unreliableOptumRX should fire their entire IT and Web/app development team from my years of experience with them. They made me feel personally targeted with how much they lost my personal information of medications and had to call them to correct errors on their app and web site. Worse, the people on the phone - although pleasant - didn’t have the ability to correct the mistakes in the software but could “see it”. Leading to multiple calls and follow up and then 6 or so months of the system working and then it failing again with an error with another medication(s). Right now as I type this my entire “medicine cabinet” is empty. That’s right. Not a single one of my medications on my end in the app or online sign in account shows up in my account. I can’t manage any of my meds right now and it has been over a week since I contacted them with this problem. A problem they told me many of us have and it had to do with the turnover of accounts with the New Year. What is most absurd is the in app click “if any information is wrong” freezes the app. You have to delet and do a fresh install. Does that seem odd to you? It does to me. Like the app development doesn’t want data traceable reports? What is this? Are they partying like it is 1999 in the IT department and it’s so backwards they have problems like Y2K? That’s how terrible they are and buyer beware..Version: 4.9.0
✓ The app on the mobile deviceIt is convenient however sometimes it’s very confusing I also think it should keep your first part of logging in permanent so that you don’t have to keep typing it and that you would only have to type in your password and then when you request medication if the doctor will not fill it by mail order then they should have the doctor notify the patient immediately and or have optimum RX notify the patient as well and then this way the patient can call the doctor and see about getting the medication that they need I hope that helps have a wonderful day plus it would be great if some medications you could just get immediately like if you go to the doctors and you’re sick and you need an antibiotic it will be great if your price and your terms would be honored at local pharmacies just my humble opinion but maybe it is and I’m on aware plus there isn’t a clear precise notification of just how many times patient may get this medication filled per month the quantity or if you put limitations and and then if there are limitations why are there limitations are they just your policy or are they a federal and state policy/law because if they are only your policy then in all actuality you are hindering the treatment process of every patient you deal with.Version: 2.7
✓ Forced to enrollSo our we received a letter stating we had to use this mail order service or pay full price for our medications?? I enrolled only to find out that the pharmacy we currently use is allowing us to use a manufacture coupon to off set the cost of one very expensive medication to treat type two diabetes! OptiumRx had me send in the same coupon and then told me they could not apply it to our medication? So I paid out of pocket the ridiculous price and then when it came time to reorder the price was higher than the first time due to “new year” “new deductible”?? I called my physicians office and was told that the original pharmacy could fill this medication for free!! I called them and I ordered the medication and it cost nothing out of pocket!! IMO OptiumRx is a scam period! Also I ordered a second medication through them on the same day that was zero out of pocket and have yet to receive that medication that shipped out on Monday? It’s Friday and still no medication? I will call the local pharmacy today and have that filled as well I have been out of it since Sunday and thank god it is not a life or death medication for my health!!!.Version: 2.28.0
✓ Why have an app?OptumRx has an app. Why Isn’t everything done in the app? I have received so many robocalls for status updates, that I had to block the phone number. Why wouldn’t all that just be done in the app? In addition, there’s a lot of unnecessary “snail mail” that could easily be handled in the app. Another thing is the “call pharmacy” flag for a prescription. The number given is the CVS that I was using before you forced use of your mail-order service. I said something to them, and they had no idea why they needed to be called. Another thing is it seem like OptumRx immediately starts “nagging” me about switching to 90 day mail order as soon as I fill a 30 day prescription for something new that is being tried to see if it works, but is by no means clear that it would ever be a long term medication. Another thing is that With CVS, I could manage my prescriptions and my wife’s prescriptions with a single logon to the app (she has Alz). When I called OptumRx, the answer I got was they could link the two accounts to enable that. I was transferred, and after being on hold a long time, the call was terminated. Trouble coming up with a nickname to use, as “unhappy customer” and “very unhappy customer” have already been used..Version: 2.29.0
✓ FeedbackHello, This was my second time using OptumRx for my child prescription, and I’m very disappointed with the service here! I had called OptumRx two weeks ago to update the information on my account. The gentleman that I spoke to told me that my new address and payment information was updated. Then, after two weeks, I find out that they had the wrong address on file for my son‘s prescription. I had constantly called OptumRx for the status of my son’s prescription and every time that I called, it was a different story! I had literally called more than seven times in the past two weeks. First, OptumRx told me that they didn’t receive the prescription. Then, they told me that my insurance didn’t cover it. Afterwards, they told me the prescription was expired. Lastly, they told me that my prescription was sent out to the wrong address. I’m very disgusted with the service. I will never recommend this company to any of my friends or family. This was the most horrible experience I have ever encountered in my life in trying to get my child prescription filled! Thanks.Version: 2.28.0
✓ User UnfriendlyWhile OptumRx as a provider of medication is a reliable source and I appreciate the delivery of my meds, this app is difficult to use. All OptumRx wants is for the user to sign up for automatic refills. Seeing your prescriptions and when they are due for refills was easy in the past. I’m having difficulty finding the information I need on this version. I wanted to refill one medication and found on my checkout that three medications were listed, one not ready for refill! I also deplore the fact that you can’t get a list of your orders for the year online when income tax time comes around. I have to call and ask them to send out a list. I have not even been able to print or save an order, being told to wait for a confirmation email. The email only gives you an order number and directs you back to the website. The app could be so much better..Version: 4.8.0
✓ DisappointedI’m rating them 3 stars because they deliver and have cheap prices. When I finally got in my work’s health plan I was told that I could only use two pharmacies, CVS or OptumRX. Neither of which I have ever used before and was bummed I couldn’t use my current pharmacy without having to pay a ton of money for my prescriptions. I figured OptumRX would be the best alternative and decided to go with it. However, this has not been an easy and smooth transition. My medication deliveries show up way too early or too late. I currently have three bottles of 90 day doses of the same medication, but don’t have any other medication that I need. I feel like I get more “your order has been cancelled” emails than any other email from them. I’ve switched most of my auto delivery options to OFF but still seem to get them delivered without me refilling them. I’ve spoken to managers who all say they’ll fix the problem, but nothing ever changes. The only reason why I’m keeping them is because it’s the most cost efficient for me..Version: 2.27.1
✓ Horrible MistakeThe selling point for switching to Optumrx was that I would save some money and have the convenience of home delivery. I couldn’t really see a downside. So, I picked my two prescriptions and choose to transfer them over. They never filled. They kept canceling my orders without notification. I would look on the app and see that they were either canceled or non-existant. I had to keep calling to find out why. They kept contacting my doctor and I received emails saying that they were approved. I kept having to inform them that there is an existing prescription -one that was filled easily with Walgreens (the original ones I transferred in the app). They kept claiming that my two prescriptions duplicated each other, despite them being on the same script from the same doctor and having been previously filled. Again, they canceled my order without notice. Eventually, I ran out of medication and became incredibly sick. They told me that they would expedite it, but later canceled my order without explanation. After two rounds and weeks of fake expedited orders I decided to switch back to Walgreens. Save yourself some grief and avoid this app. A couple dollars saved isn’t worth dying over..Version: 2.22.1
✓ I want to see the date eligible for a refill and I want to opt in to hassle free refillsI would like to see you the date each prescription is available for refill at the online OptumRX pharmacy. I have to call OptumRX and speak to an employee to find out that information (date a prescription is eligible for refill) or look on the prior medicine bottle. It should just be listed on the page where you refill each medication from. Right now on the app there is a box that is already checked that in enrolls you in to the no hassle refill service. Every time I refill a prescription I have to remember and go in and un-check the box if I would like to not be enrolled. It is a very big hassle to remember to uncheck the box every time I refill a prescription. I have forgotten it three times now and had to call customer service to cancel the hassle free refill service. I am going to stop using the app and start calling a actual employee every time I would like to refill a prescription because of this problem. It’s a game changer for me and I will stop using this app. You could fix this problem by having to check the box to opt into the hassle free refills instead of out of..Version: 2.21
✓ Ok for mail order onlyI’ve found that OptumRx is satisfactory for mail order only, for “maintenance” prescriptions that I don’t need immediately. As for medications needed immediately that have to be picked up at a local pharmacy (such as for a sudden illness, emergency or after a surgical procedure), OptumRx Rx is a NIGHTMARE to deal with. In my experience, they seem to deny most prescribed medications by default. I’ve spent HOURS going back and forth by phone arguing with them after having them deny a prescription ordered by my physician. This often occurs at my pharmacy and is usually embarrassing (discussing my personal medications on the phone in the presence of other patients/customers). Again, dealing with their mail order department is fine, but for prescriptions that you need to pick up in person at a local pharmacy OptumRx is awful to deal with..Version: 2.26.0
✓ Almost UselessThe app is almost as horrible as the website. Logging in and loading various pages can take forever as I’m stuck watching the spinning circle for 5+ minutes before I give up and try again another day just to have the same problems. The app says I have zero orders sometimes and that I have one order a few minutes later. Medications will be listed in an order then suddenly not listed anywhere; then given a delivery date, then go missing from my list again. Order tracking gives no valuable information. My very critical meds have been sitting states away for six days “pending acceptance”. I reached out to Optum through their online system. I received an email saying I had a document pending my review. I assume it’s a response to my message, but the app doesn’t list documents anywhere and the website shows I have no documents. I really regret attempting to move my prescriptions to this service. It’s caused more stress not knowing if my meds will show up in time and fighting to navigate a clunky, non-intuitive, unresponsive app. I’m sorely disappointed. There is really no excuse for such a poorly designed, amateurish app from such a large company..Version: 2.15
✓ Login broken rendering app useless and suspicious reviewsEver since iOS 12, the app has become unusable. I decided to wait 2-3 weeks after the system release, before writing this critical review; in fairness to the developer giving them time to fix the log-in issue. Apple gives developers ample time (usually about 6 months) with their beta program to fix any issues before the launch of a new operating system, so it’s pretty shameful if your app has major issues on release date. Considering this is an app that many people rely on for their health, it makes it all the more shameful. I have not been able to login to this app using the fingerprint scanner for weeks. It’s not a systemwide problem, as all my other apps with fingerprint security logins work fine. When the app works, it’s provides the pertinent information needed, however the user interface is not very intuitive, and sways away from most of Apple’s good practices design standards. It’s not accessible and does not take advantage of Apple’s system-wide text resizing, which is imperative for people with poor or low vision. We should expect more from a company which we choose to safeguard our health. I couldn’t help but notice recent extraordinary amount of 5-star, one-sentence, generic reviews. Appears very suspicious. It’s possible these reviews were written are by positive individuals with little to say, or maybe they are fake reviews paid for by the developer, however that would violate Apple’s rules..Version: 2.14
✓ I hope this works...I wish I could withhold rating Until I see if I receive my medication. I initially placed an order for one of my medications a few weeks ago. After I hadn’t received it and when I thought it be a timely manner I looked on the app and it said that the medication was processed, it was about midway through the checkmarks. Rather than call someone I assumed that the order would be processed and I would receive my medication. That was not the case. I ran out of my medication and have been without it for at least a week. Since it was a holiday weekend, I had to wait until this morning to call your company. I logged onto the app to get a contact number; Lo and behold there was no record of my order ever being placed. It was no longer midway through processing , not in my cart, it just was gone. I have now placed my order again and I’m going to see if I receive my medications. We just switched to OptumRx so I have to say that my overall feeling is not a positive one. I hope that changes..Version: 2.19.1
✓ Not worth the troubleThey are hard to deal with. I wanted them to correct the phone number and address of my doctor. The representative kept argued with me saying I was changing doctors I kept telling him I was not changing Doctors that my dr had changed offices. Then he told me the only way to do it was for them to fax my doctor and ask for a new script. And I would have to do that everytime a med needed refilled. So I talked to a supervisor who then went through each medication with me to make sure the right address and phone was on the file. 2 days later I get a call from you that they needed the new address and phone for the doctor before they could refill. I immediately called my insurance and canceled you guys as my pharmacy if you can’t do something simple as checking the file I don’t want you messing with my scripts. I won’t be referring anyone to you..Version: 2.29.0
✓ Please do not use this serviceWhen placing my order for my medication, I requested it to be expedite. I spoke with a representative on the phone who confirmed this type of shipment and then pre-authorized my credit card for the expedited shipping. When calling back two days later to inquire about my package, I was told it was not sent expedited. When asking if I can change it, I was told it was already sent to USPS and I would have to call them to expedite it. I wasn't able to intercept it because it was sent standard mail. My medication will now be coming late because of this error on OptumRx's part and this is my first order with you as I'm a new customer. I will not be continuing to use OptumRx and seriously hope you can implement some type of written confirmation when there is phone correspondence with your representatives because clearly they are incapable of following through with phone orders. My medical condition isn't life-threatening but for people who rely on their medication for survival, I would never recommend them using OptumRx for home delivery..Version: 2.24.1
✓ WORST. PHARMACY. ON. EARTH.I am backed into the corner by my medical insurance financially (federal medical disability) and forced to use OptumRx, otherwise I have to pay copays at local retail pharmacies for my Rx’s... and let me tell you, after the decade or more of absolute abhorrent service, complete lack of knowledge, no care or drive to achieve one’s job or actually helping their consumers, they also have a non-functional app and technology that parallels all of these exact sentiments and more (that I don’t have the time, space nor the effort to go into)... I get an alert from their app to submit a prescription renewal — yet their app will not let me submit the renewal order!?! WTH?!! Of course, if you only knew the history of my decade long experience with OptumRx, you would know that this is precisely par for the course... This is how they do not function 24/7, 365 days a year... THEY. JUST. CANNOT. DO. IT... EVER. One of my wishes is that money weren’t so tight so that I could pull EVERY SINGLE ONE of my Rx’s from them and NEVER WORK WITH THEM AGAIN..Version: 2.26.0
✓ Prices in app are inconsistentThe prices in the app are inconsistent and the app does not look at the renewals available. When I ordered Jublia 10% solution, the app did not recognize that I had 5 renewals remaining, so the app told me to call my doctor for a new prescription. When I ordered the drug, the price in the app was $183. By the time the app received my doctor’s prescription the price for the drug was $1,037, which coincidentally is the number on my house!!! Now when I log in there is a red exclamation mark at the top of the page and when I click on it I am told to approve the price of $1,037 but when on click on your orders the price is correct at $183 and the app tells me the order has been approved. Does that mean that it will be mailed to me this week. The customer reps can’t help. Maybe the developer can figure out the problem. Meanwhile I am going to ask my doctor to send a new prescription to Walgreens and I will NEVER use OptimumRX again!.Version: 2.25.1
✓ Customer serviceI have been calling for over a week now to make sure my medication should ship out in time. Everything single time I got a different answer and I mean every time. I have everything documented. I travel a lot so there are times I need to make sure things that are said a re true. I just started using you guys but if my medicine doesn’t get here tomorrow I will take this to every social network that is available. I was just told by a guy name mark and he took my credit card info and I paid the overnight shipping charge that my medication would be here tomorrow. This is after I was told it would be from some lady, so let’s see what happens. All I wanted was a straight answer and not once do I get the same answer. I have have heard bad reviews about you guys but this is very serious and you guys take it as a joke it seems. I will write another review tomorrow being how things go. Ken.Version: 2.25.1
✓ Very secureIf you like logging in and spending lots of time changing passwords and verification of identity, you will love this app. You will be able to spend more time trying to access the app then order your meds. True you could be sure to log on at least once every 2 weeks to avoid fingerprint access expiration or sign up for auto refill to avoid the issue but then you will have a stockpile of meds lying around for others to get into. Using this app will guarantee that you will meet new people by calling the support call center when your account gets locked out or you get sucked into the auto refill default option. For those suffering from loneliness, this could possibly curtail the need for the meds you will end up stockpiling by using this app. Kind of like the movie RED, except adding prescription drugs to the storyline. So download the app and prepare to medicate beyond your wildest dreams while you try to access the app to stop the auto refill feature..Version: 2.22.1
✓ Good for the most partRefills are generally easy. If you want your refill to fill automatically, you can set it that way or you can set it to fill when you choose. The default is auto fill so be aware. It will be that way when your doctor sends the script. If you need to print out receipts for housing at the end of the year, be aware this is not easy from the application especially if you have controlled substances. The application can’t separate those prescriptions out as you would have filled thoselocally and not through OptumRx. You can call & ask for a custom print out but allow for 30 or more days for that service as I have come to expect from several years of requests. Also, make sure that if you want your medication to be manual to change then as soon as your doctor posts a new or renewed script. Otherwise they will auto fill.Version: 2.21
✓ OptumRxIn the past year or so, the union switched to this mail order drug company. Since then, I personally have had nothing but trouble getting prescriptions filled. I have gone without medication after simply giving up and I have purchased medication out of pocket just to not have to deal with this company. Every single prescription requires multiple phone calls and frequent delays and actually getting the medicine takes upwards of ten days. I also know of many other cases with similar difficulties with this particular company. I am presently organizing an action to leave this company for another (our union is over 100,000 strong). Understand this: the drug companies and so-called prescription plans are in bed together: they are not your friend. They do not care in the slightest about you. They only care about taking as much of your money as possible. The union likely switched as a cost-savings measure, but this is a clear example of getting what you pay for. Don’t sit back on this issue: call your union plan manager and let your voice be heard!.Version: 2.24.1
✓ Not happy and customer service doesn’t helpDoc sent in a new prescription a week later the order is listed as still in processing. I had to call them to find out why. Just to find out they wanted to verify the spelling of my name. Several days later the order is still processing. Servers phone calls later each person I spoke to had NO customer service skill what so ever when it came discussing matters over the phone. Then another issue, one item they didn’t have the other (which was more important) they did, but wanted to wait till the other was available, still not telling me anything. Although the prescriptions can be sent to your home, the length of time it take to process and ship (with the slowest shipping speeds available) is not worth the time and aggravation. I at this time DO NOT recommend this service to anyone. Only left one star because no stars wasn’t available..Version: 2.23.2
✓ Avoid this negligent app: they are paying for fake reviewsI would suggest OptumRx to anyone who wants to have their prescriptions sent to the wrong address, the wrong city even, and have zero opportunity to even SPEAK TO anyone from the company to fix it! Such fun! I called customer service and was hung up on twice before I started telling these people they were literally about to kill me by withholding my medications. I will also note that their WEBSITE AND APP ARE BROKEN. So awesome, giving people zero accessibility to their medications. Then of course the woman on the phone who I finally spoke to was rude and awful, and I had to fight to cancel my whole subscription and delete my account. The only reason I started up with this company was that they agreed to send all of my medications, but it soon became apparent they had outright lied about what they were able to send me. Totally misleading. And then of course they sent my meds to the entirely wrong city after swearing to me 5+ times it had been rectified and my correct address had been inputted. What an absolutely disgusting and disgraceful excuse for a pharmaceutical company. You people are going to get sued into the ground if you don’t shape up, mark my words. The irresponsibility with something as life-or-death important as medications, and the lack of accountability is ASTONISHING. SHAME..Version: 4.21.0
✓ WhyWhy would you automatically put hold on a medicine included with new other meds without calling me. As a pharmacy you can clearly see I’ve been taking Adderall for 30 years obviously it’s imperative I take 60 mg per day. Because you put a hold on this drug I will run out after a couple days obviously it’s my problem. You’ve no idea the physical & mental harm caused me when even 1 day is missed. Aren’t you doctors who care about your patients. It would take same amount of time to call & discuss this matter as it took to put hold on 3 drugs when clearly I be been taking the one for 30 years. It’s a triplicate form I’m sure you’ve ways of looking up situations such as this. I do however appreciate you putting hold on the new expensive med(s) ordered at least I’m assuming this is reason For hold. But why wouldn’t you just put hold on the 2 meds I’ve never taken. This is truly unbelievable I can’t believe a live person should do such a thing. There are 3 meds I take that when missed for even a day causes me serious difficulty. A pharmacist should be aware of drug withdrawals.Version: 2.26.0
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