Complaints

This profile includes complaints for Omnicare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Omnicare, Inc.

  900 Omnicare Center 201 E 4th St Ste 1 Cincinnati, OH 45202-4248

  
• 

  Omni Care of Tampa

  8603 Florida Mining Blvd Tampa, FL 33634-1261

• 

  Omnicare

  345 Dunn Rd Florissant, MO 63031-7929

• 

  Omnicare, Inc.

  39 Eisenhower Dr Westbrook, ME 04092

• 

  Omnicare, Inc.

  301 Linden Ponds Way Hingham, MA 02043-3733

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have respiratory/pulmonary issues which require the use of inhalers, all of which are quite expensive. I have been on the same ones for years. In November 2024 I received my monthly inhaler, **** *******, from my local ***. My co-pay for this medication is $96.18+. The mechanics of this inhaler are completely different from other inhalers. This comes in a small plastic disc, the top of which flips over to the right. The user then places his/her mouth over the opening and inhales powdery mist. Additionally on the front of the plastic disc, each time the top is flipped over to the right, a small window shows how many more days are left on the inhaler. I had a few more "puffs" remaining on my "old" inhaler, so the new one wasn't opened and used the day I picked it up from the pharmacy. By the 2nd day of use, I knew that there was a problem. The part of the disc that flips over to the right appeared stuck. It did NOT move! Even though the inhaler was "heavy" and full of medication, I could not access it. I called *************** and then went back to the pharmacy. The person at GSK said that I should be given a new inhaler. I had her call the local *** and talk to the pharmacist. Being given a new inhaler to replace the defective one did NOT happen! Instead I was informed that since my insurance company had just provided my **** (even though defective) they would not pay for a 2nd inhaler. Since this medication is essential for my health and well being, I was then charged the full price of $438.80! I have called Customer Support many times. And despite having a case #********** nothing has ever happened. I did NOTHING to cause the situation I refer to above. I simply had the very bad luck to receive a defective inhaler. *** isn't responsible for the defective inhaler, but it IS responsible for the neglect the case has received from Customer "Support". It's also responsible for the 6 months of waiting for my refund. Is this the image *** wants to publicize?

  Business Response

  Date: 04/04/2025

  Good morning,

  At Omnicare, we strive to provide the best customer service possible.  A member of our pharmacy leadership team has reviewed this concern and reached out to the customer.  Please let us know if anything further is needed. 

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father moved into assisted living in March 2024, and obtained his medication through Omnicare. He was insured through ********, with a ******* insurance plan that included prescription coverage. The first month's invoice 4-11-24 in the amount of $929.66, did not include any insurance payment. I contacted them regarding his insurance coverage, and upon receiving the 5-11-24 invoice, it showed an insurance payment and credit $415.71, and an amount due of $136.33. All subsequent invoices showed no insurance copay payment, and each month I waited for adjusted invoices prior to making any payments. My father passed away June 17th. The 7-11-24 bill amounted to a total of $998.85, again with no insurance copay payment. I then got a letter from their collections department dated 7-18-24. I spoke with their office on numerous occasions to provide the insurance information once again and received an email from the Accts. Receivable Specialist - Private Pay, with no indication that there was any insurance to be billed. I mailed a letter on 8-13-24 with the insurance information to their headquarters and explained that, prior to obtaining his medications from Omnicare, not once in the six years he lived with me and most likely prior to that time, did he ever have a copay payment through his ***** ** mail orders or via pickup at the local *** Pharmacy. I got no response, and shortly thereafter, began receiving phone calls and correspondence from *** ********, a third-party debt collection agency that focuses on estate debt. Needless to say, it's difficult to grieve my father's passing, make funeral arrangements and notifications, and handle the probate process with the surrogate's office - and repeatedly request these invoices be submitted to his insurance with no success. To end all this, I paid *** ******** in full but would like to know why only one of the five invoices was submitted to insurance. I hope this isn't how they operate with all the facilities they serve.

  Business Response

  Date: 02/06/2025

  Good day *** *******,

  Thank you for reaching out regarding your father's account with Omnicare.  I would be happy to review his account to understand what he was billed for.  In order for me to review the account, can you please provide his Omnicare account number?

  Thank you for your time. 

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:09/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***** ******