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2019-11-13
1/5
Incompetent and uncaring.
"I am a transplant patient, and have been having issues with Briova and their affiliate, OptumRX ever since my employers switched to UHC in 2016. Six months out the hospital, and I have to fight with them for hours to even get them to start filling my medications. Over the years, I have had constant issues with them almost monthly. From them, not sending medications, lying about trying to contact my doctors for them to authorize refills on expired prescriptions, and just plain being uncaring about their customers that depend on these medications to stay alive.
My two most recent issues with them involved my most important anti rejection medication. Last month, it wasn't delivered on time because the person I had spoke to the previous week when I placed my order never even submitted my order. Luckily that time I had enough medication from a previous prescription that I never got to finish because the doctors changed my dosages.
This week, I had the exact same issue again. I placed a refill order for this same medication the week before I knew I was going to run out and I was told it would be here the following Tuesday. I get home that night and find no medication had been delivered. I immediately called them and was first transferred to another department for whatever reason and the next person had me on hold for 15 minutes, before I called from my other phone to see if they answered. I was finally able to get through, so I hung up on the other call. This new person was just as unhelpful, first she told me that she had no records of my order the previous week and her records indicated that my doctors cancelled this prescription a month ago which was a straight lie. At this point I was fed up and really let her have it. Only after this did she miraculously find my order but had no explanation on why I never received. The only thing she could tell me was one half was "in transit" and the other half couldn't be delivered until Thursday. I told her this was unacceptable and I expected it to be here today and that I only had two more doses before I was out and Thursday would be too late. She put me on hold for what seemed like an eternity. (My phone says my time on the phone with them last night was 52 mins and 50 secs). FINALLY someone else comes on the line and tell me that they would try to find a local pharmacy to transfer my prescription to, but it couldn't be until the morning.
This morning comes and I do get two calls from the same lady last night and she tells me that no local pharmacy has this medication, but that CVS Mail order would be able to take over my prescription and to expect a call from them. I wait nearly 4 hours and no call. Luckily the previous night I send a message to my transplant coordinator that BriovaRx screwed up again and I am in danger of missing doses. The hospital got me in contact with their local specialty pharmacy and they were able to get the prescription sent to them. Its now 5:30 pm EST, and I FINALLY got my medications with only 5 hours to spare; no thanks to Briova.
This mail order pharmacy is the worse I've ever dealt with. It's both mind blowing and saddening that they continue to play with people's lives with their constant screw ups, and down right incompetence. Despite my issues with them, I consider myself to be one of the lucky ones, I have no doubt other patients have lost their transplanted organs, suffered severe medical problems, and even lost their lives due to the negligent actions of this pharmacy."
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