ComplaintsforOmnicare, Inc.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been calling omnicare for a very long time over the past 3 years and it seems that there have a very big problem with Wi-Fi because it's rare that I can actually hear somebody on the phone I have to call back several times or wait a day and often the connection is so terrible that we cannot communicate it's very frustrating

  Business response

  06/20/2024

  At Omnicare, we strive to provide the best customer service.  Our customer service team is available to assist by calling ###-###-#### from 8:30 am - 5 pm local time.  If you are having difficulties reaching the customer service team, if you can provide the account number and a synopsis of your request, I can follow up on what is needed.  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  OmiCare is sending me an unitemized bill for medications provided while I was in the emergency room. I have met my Insurance Plans maximum out of pocket for the year as confirmed with my insurance company. I had my insurance company call OmiCare multiple times only to be give the run around and told over and over again the rep on the phone wasn't able to assist and I needed to call my insurance company, but I had my insurance company on the phone yet OmiCare refused to send them the bill. I spent hours on the phone with these people only to be given the run around and for them to refuse to submit the bill to my insurance company. For now I am just going to pay them because they are telling me they will send the bill to collections and I don't want my credit impacted.

  Business response

  04/12/2024

  At Omnicare we strive to provide the best customer service as possible.  The medications provided was during the February 2024 time frame.  The prescription drug insurance was billed and the amount due is copays or non-covered medications.  The itemized  statement the customer received - dated 2-25-2024 - indicated the date of fill, the medication, and the copay amount.   If an itemized statement was not received, one can be mailed to the customer.  Please feel free to respond on this complaint or contact Omnicare's customer service at ###-###-####.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My F-I-L lives in a Senior Living, who uses Omnicare services. He is always out of medications (for days to weeks) They continue to say they did not receive scripts/I call the Doctor's Office get confrimed it was in deed sent to them. We finally, have doctor send it to a different pharmacy(wow-they received it/sent out same day) Funny how different pharmacy got it, but these people never do. Leaving a 91 yr old without medication he needs for long peroids of time. by the far the worse pharmacy ever.......be ware dont use this pharmacy, If you want your medications and NOT b charged a ARM And Leg. STAY CLEAR..

  Business response

  02/12/2024

  At Omnicare, we strive to provide the best service possible.  To review this concern, can you please provide the resident's name and account number?

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Omnicare has been unable to provide clear, adequate or correct billing statements since the first prescription was charged. They have not followed through on resolving credits vs. charges requiring monthly calls from me att great stress and aggravation.

  Business response

  02/05/2024

  At Omnicare, we strive to provide the best customer service possible.  Upon reviewing this account, Omnicare spoke to the facility and *** ****** on numerous occasions concerning the balance due.  The facility did agree to pay for some charges, but unfortunately, did not return the required facility authorization form indicating which meds and the dollar amount of the charges they would be responsible for until 1-16-2024.  This may be due to staffing changes at the facility or requiring clarification of the charges.  At this time, the charges in the amount of $219.31 has been rebilled to the facility and the credits are on the 1-25-2024 statement the customer should have received.  The balance due at this time is $1363.39.  Please let us know if anything further is needed.   

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that I accept the corrected billing, and have paid the adjusted bill. But, let it be known that Omnicare is not telling the truth in regards to the facility being at fault for the delay in verification of acceptance of charges. I personally was working together with the accountants involved, and can guarantee that on multiple occasions, an Omnicare representative on a call, would verify that all needed documentation was in their hands. The result was a complete lack of follow-through by each of those representatives, and a failure to close the case by sending a corrected bill.
  
  Regards,
  
  ****** ** ***** ******
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PLEASE FORWARD TO OMNICARE CREDIT & COLLECTIONS - OMNICARE ACCT #*********, COMPLAINT ID ********. On 10-30-23 I filed a complaint with the BBB in regards to a billing issue with Omnicare (on behalf of my father *** ******). I have attached copies of all supporting documents. We have been notified that Omnicare has forwarded the disputed amount to their Credit & Collections Dept. In summary, my father was billed for $528.59. I have paid $288.61, leaving $239.98 which I am disputing. This $239.98 is for a drug called "********" which my father has absolutely no need for. Therefore, I have to assume that the prescriber *** ******* ***** made a mistake. I would like $239.98 credited off the bill. Thank you!

  Business response

  11/10/2023

  At Omnicare, we strive to provide the best service possible.  On 6-30-2023, Omnicare received an order for the ******** * ** ********* ***.  This order was prescribed by Dr. Sidhu.  Due to receiving this order, Omnicare filled the medication requested and delivered it to the facility.  If you believe this medication was ordered in error, please contact ******** Care Center.  They may be able to provide clarification as to why this medication was ordered for *** ******.  If the facility states it was ordered in error, ask if they will take responsibility for the charge.  If they approve to take responsibility for the charges, please ask them to contact Omnicare to have the medication rebilled. 

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

   

  Customer response

  11/10/2023

  Omnicare states that there is nothing they can do and suggest that I contact ******** Care Center for clarification.  Also, Omnicare has placed the disputed bill with their Credit & Collection Department and I would like it noted that I have been working to get the issue resolved and I need more time.  I have now filed a complaint with ******** Care Center. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/17/23 my mother in law, who is in an assisted living facility, was charged $299.66 for one of her medications. On 9/1/23 she was changed $595.57 for her medication. We are signed up for notifications for "non-covered medications". We never received notifications that her medications were not covered. Omnicare does not display the cost of the medications on the medication list, even if we look the cost is not available until we receive the bill. These are deceptive business practices.

  Business response

  09/21/2023

  At Omnicare, we strive to provide the best care possible.  For the medication in question, the resident's insurance did not reject the medication as non-covered.  Hence, the reason there was no notification indicating the medication is not covered by the insurance.  However, due to the high-copay, the pharmacy did reach out to ***** **** and/or the facility for approval to fill the medication.  Per notes on the account, ***** **** approved Omnicare to fill the medication, even though the copay was high.  As for the reason of the copay being high, the resident or responsible party would need to contact their prescription insurance company for this information.  The prescription insurance company  is who returns the copay cost to Omnicare when the claims are sent.  

  Customer response

  09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  I did not approve of the refill, I requested that they send it through insurance again and let me know the outcome.  Omnicare agreed to do so, stating sometimes it just didn't go through right.  
  
  Regards,
  
  ***** ****
  

  Business response

  09/26/2023

  Thank you for your response. The insurance did not reject the medication as non-covered.  The prescription insurance provides the copay amount to be billed to the customer.  Due to the high-dollar copay amount, authorization was needed to send the med.  Per ******* at the facility, ***** **** had given authorization to fill the medication on 8-17-2023.  Then, on 8-19-2023,  ***** **** provided approval again to fill the medication. If information is needed as to the amount of the copay, the resident or R/P will need to contact the prescription insurance.   

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  ******* is not authorized to make decisions for ***** ****.  I did not give approval of the charges, not to ******* and not to omnicare.  

  
  Regards,
  
  ***** ****
  

  Business response

  10/06/2023

  Thank you for your response.  Per the facility, ***** **** provided authorization for this medication to be filled.  If this is not accurate, ***** **** will need to discuss this with the facility as to why they provided her approval.  

  Customer response

  10/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Omnicare stated that I had provided approval for the charges.  This statement is false.  For Omnicare to fill Rx without informing the residents POA/MPOA of the cost of Rx is absolutely criminal.  They blamed the pharmacy that filled the Rx because all they do is setup billing, they blamed me stating that I authorized the charges when I did not.  For the refill in August, I was not aware of the charges until I received the bill.  For the refill in September I was not aware of potential charges until the care facility asked me to phone them, and at that time I declined the charges.  To take advantage of elderly veterans when they're in a care facility is morally and ethically wrong.  To hide your charges until after the fact is deceitful.  I will not accept Omnicare's response.  
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My grandmother has an almost $400 bill with omnicare for prescriptions she got at her nursing home when she was dying. She has since passed away and they have been informed multiple times of this but every agent that I have spoken with shows absolutely no empathy or kindness. They are robots that only care about money. My family does not have the money to pay the bill and my grandma has no death benefits to receive. They have since sent another bill saying it’s going to a collection agency. Absolutely disgusting and disgraceful. Called and asked them once again to please stop sending the bill to our address as it cannot be paid and it’s very distressing to us. Absolutely no care given, just a snotty careless attitude and a dismissal of my issues. I sincerely cannot believe the lack of sincerity and kindness given by this company’s employees. It does not reflect well at all on what they stand for.

  Business response

  08/25/2023

  At Omnicare, we strive to provide the best customer service possible.  To better assist you, and ensure we are looking at the correct account, can you please either provide your grandmothers name and the facility she was at or her Omnicare account number?  Once I receive that information, I can review the account and provide more information.  Thanks in advance for your assistance with this.  

  Business response

  08/28/2023

  Thank you for providing the information requested.  With this information, I was able to research the account.  We offer our condolences for the loss of your grandmother. This account was set up to not print statements any longer.  Internal collection efforts has also ceased while a search is performed for probate and/or estate.  If nothing is found, and due to the circumstances, the account will be reviewed for write-off.  Unfortunately, this can be a timely process but you should not receive any further statements or collection letters from our internal collection team.  

  Customer response

  08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best than I can expect considering the circumstances. 
  
  

• Initial Complaint

  04/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Omnicare provides my mother’s medication in the long term care facility where she resides. The facility has an agreement with Omnicare that anything not covered by Medicaid/Medicare the director of the facility has to sign a form stating the co-pay can be covered by the resident or the family. Omnicare started sending Ensure to my mother as an over the counter expense. There was no agreement signed by the director or any family member to send this as an out of pocket over the counter expense. Omnicare sent Ensure to my mother for I do not know how long and sent the bill to no one. The address they put in their computer was either all zeros or ones. I do not know because I have never seen an itemized bill. Once they let the bill accumulate to over $600 they contacted the facility for a billing address and sent a late billing notice with only a balance and no explanation of what the bill included. The facility where my mother resides contacted Omnicare and asked them to produce the document allowing them to send uncovered items to my mother, but they could not. Upon receiving the bill I did reach out to Omnicare as they threatened to stop sending my mother’s medication due to nonpayment. I asked why they would keep sending it and running up a bill that no one was receiving or could dispute until it was over $600. I was told they didn’t want to stop sending someone’s medication that they need. I asked how Ensure is medication and that they were now in fact threatening to actually stop sending prescription medication. This whole situation has me dumbfounded and seems very shady. You cannot run up a bill for someone providing a non-medication over the counter product without an agreement that someone is willing to pay. She is on Medicaid and has dementia. She receives $50 a month and you want her to pay an over $600 bill that your negligence ran up? I cannot imagine how many times you have scammed senior citizens out of money using this tactic.

  Business response

  04/17/2023

  At Omnicare, we strive to provide the best customer service.  Unfortunately, I am not able to review the account from the information provided.  Can you please provide the resident name and/or account number?

  Business response

  05/02/2023

  Thank you for your patience while we reviewed this account. The determination was made to issue an adjustment on the account for the amount due. You will see this on your next statement. 

  Customer response

  05/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. The company credited the account for the whole amount charged.  Thank you for your help!
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am 92-years-old and ask for your help in resolving my complaint against Omnicare Pharmacy. Although my medication co-pays have always been negligible, Omnicare is charging me $6,000.00 for medications from January 24 through December 2022.I was a new customer in January 2022 and unaware that exorbitant costs were accruing throughout 2022 because Omnicare was sending their invoices to an incorrect and completely unrelated address. Because of Omnicare’s mistake, I did not know that my prescription benefit provider, ******* *******, was refusing coverage for Omnicare services.As part of inprocessing for ******* Assisted Living, the staff encouraged me to use Omnicare because of its convenience for the medical staff. They managed all paperwork for transferring my prescriptions. Because I never received any communication from Omnicare, I assumed their co-pay charges were negligible and included in my ******* monthly $1,080 prescription maintenance charge.When my daughter saw another resident’s Omnicare statement in late September 2022, she immediately called Omnicare customer service and cancelled. In October, my daughter realized Omnicare was still billing me for medications. She then wrote Omnicare and received written confirmation of cancellation on October 7, 2022, but Omnicare continued to bill me for medications throughout the rest of 2022.When we asked Omnicare for compassion in resolving these charges, Omnicare responded that ******* ******* still refuses coverage, so I must seek redress from my retirement plan. This would be arduous and unlikely to resolve this matter.I am using the small remainder of my life savings to pay for my assisted living costs. I cannot afford Omnicare's $6,000.00 demand. I ask for your help in getting Omnicare to withdraw their demand because the monthly charges only accrued to this extreme amount as a direct result of Omnicare’s negligence in sending their monthly invoices to an erroneous and unrelated address.

  Business response

  04/18/2023

  At Omnicare, we strive to provide the best customer service possible.  Omnicare is in the process of researching this account and working with leadership on how to proceed with the account.  Once a decision has been made, based on our findings, I will reply as to the outcome.  

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******

  It is an interim message without a resolution proposed.

  Please find attached Omnicare invoice showing its was sending correspondence to a wrong unrelated address.

  Business response

  04/21/2023

  Thank you for your reply.  After investigating this account and reviewing with leadership, the account balance of $6119.81 is in the process of being adjusted off and the account has been set that the resident uses another pharmacy.  If the facility orders any medications that is needed and the medication is filled, the resident will be responsible for the payment of those medications going forward.  Thank you for allowing Omnicare to provide service to *** *******.  

  Customer response

  04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******

  I am assuming that "the account balance is being adjusted off" means that the $6,119 balance is being forgiven and payment from me will not be further pursued. If that is the case, I find the BBB's resolution of this matter satisfactory. Thank you to all those at the Cincinnati BBB for your help and thank you to Omnicare for handling this complaint swiftly and cordially.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being called multiple times a day almost every day with no messages left. Upon a callback I found out the contact is for collections for medication.

  Business response

  03/27/2023

  At Omnicare, we strive to provide the best customer service possible.  Upon reviewing this account, medications was ordered by the facility for this resident for the timeframe of 7-2-2019 - 7-19-2019.  The resident was billed for copays starting on 7-25-2019.  Due to a payment not being received, Omnicare's internal collections team has attempted to contact the customer on several occasions via letters being mailed and phone calls, with no payment at this time.  Once payment is made, attempts to collect the balance due will cease. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩