Complaints

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

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• 

  Option Care

  3000 Lakeside Dr Ste 300N Bannockburn, IL 60015-5405

• 

  Option Care

  1226 Michael Dr Suite A Wood Dale, IL 60191

• 

  Option Care

  3310 N Pines Rd Spokane Valley, WA 99206

• 

  Option Care

  800 S. Industry Way, Ste. 240 Meridian, ID 83642

• 

  Option Care Health

  535 Axminister Dr Fenton, MO 63026

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:05/24/2024

  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.

  I made a payment to this company by check (Check # ****) and overpaid my account. I am having trouble with customer service and getting a refund for what I overpaid. .

  Business Response

  Date: 06/07/2024

  Hello,

  Patient's spouse made a payment through a payment processing system. The check we received from the processing center in the amount of $636.96 had no identifiable information on it therefore we did not know where to post the payment. After speaking with the patient and receiving further information we were able to locate the payment and post it to the account. ********************** started the refund for the patient on 06/03/2024 and should be receiving the refund in the 3-4 weeks.

  Finally, we sincerely apologize for the difficulties ************ experienced in trying to reach an Option Care representative to address his refund. Please note that we have addressed his customer service issue and reinforced our commitment to promptly respond to our patients concerns with the applicable Option Care team members to ensure no other patients experience a similar customer service issue. 

  Thank you for bringing these matters to our attention and allowing us to an opportunity to respond. Please feel free to contact me at ************** in the event you have any questions regarding our response or desire additional information regarding your account. 

  *************************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: *********************************************
  *********************************************************

  Business Response

  Date: 06/12/2024

  Hello,

  Patient's spouse made a payment through a payment processing system. The check we received from the processing center in the amount of $636.96 had no identifiable information on it therefore we did not know where to post the payment. After speaking with the patient and receiving further information we were able to locate the payment and post it to the account. ********************** started the refund for the patient on 06/03/2024 and should be receiving the refund in the 3-4 weeks.

  Finally, we sincerely apologize for the difficulties ************ experienced in trying to reach an Option Care representative to address his refund. Please note that we have addressed his customer service issue and reinforced our commitment to promptly respond to our patients concerns with the applicable Option Care team members to ensure no other patients experience a similar customer service issue. 

  Thank you for bringing these matters to our attention and allowing us to an opportunity to respond. Please feel free to contact me at ************** in the event you have any questions regarding our response or desire additional information regarding your account. 

  *************************
  Patient Resolution Specialist
  Patient Escalation Team
  Bioscrip/Option Care Health
  M: ************ 
  E: *********************************************
  ************************************************************************************************************

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21757401
  
  I am rejecting this response because:I going to make sure I get my refund before  I drop the complaint.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  OptionCare Health sent me a bill for my infusion on 2/29/2024 for $2275.18 and a bill for my infusion on 4/25/2024 for $1089.82, both after insurance. Once insurance processes these bills, they are supposed to be sent to my ***********pay Assistance program before any remaining amount is sent to me. OptionCare did not send either bills to my ***********pay Assistance. Also, they billed my FSA savings account without my authorization, which has an auto-pay enabled by my employer, so all my FSA money was used on an incorrect bill amount. I have tried to call OptionCare customer service to get this resolved, but have had no success in any representative understanding my situation or providing any solution or other steps. I need any payments for both bills refunded to my FSA savings account, which amounts to $1500. I want my FSA account removed from any access for billing from OptionCare health, I want to ALWAYS send my bills manually. I also need the aforementioned bills sent to my ***********Pay Assistance program and then re-billed to me.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In February 2024, I had a 4 day hospitalization, and was discharged with a picc line and an order for 12 days of antibiotic infusion. A nurse came to my home the first three days to show me how to administer the infusion. He also came on the last day, to remove the picc line. The other 8 days I gave myself the infusions.Since then, I have received numerous ******* calls from OptionHealth, for a bill of over $900.00. I have requested a paper bill showing the charges, and insurance billing, but they will not send it. I do not want to pay an amount over the phone, with no backup paperwork. Each person I have spoken to said they will have a bill sent, but it never happens.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wife was diagnosed with a bone infection that would require antibiotic infusions for 6 weeks. We were told the IV antibiotics could be administered at home, or we could go to an infusion center. We were told that Option Care, the pharmacy that would be providing the antibiotics, had verified insurance coverage, and that if we elected to administer the antibiotics at home, that our portion would be $300 per week. At the end of the 6-week program, I started getting calls from Option Care telling me I owed $5,179.35. I contacted the doctor's ********************** that set this up, and was put in contact with *** from Option Care. *** confirmed that he saw the note that it would be $300 per week. He told me to give him a few days to find out what was going on. Weeks went by with no response. When I called him again, he said someone was supposed to call me, and that he would have someone else call me. The only calls I've gotten are from people not in this country telling me I owed $5,179.35. I have paid the $5,179.35. I expect the bill to be adjusted to $1,800, six weeks at $300 per week as I was originally told and agreed to, and the overage refunded. As I explained repeatedly, we decided to proceed with in-home infusions instead of visiting a relatively close infusion center because we felt that it was worth spending $1,800 for the added convenience of being able to do everything at home. Had we been told our portion would be over $800 each week, our decision would have been different.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *** asked several times not to receive styrofoam as a packing agent; it is medically unsafe, hazardous and tedious to dispose (of). It was stopped but in the delivery today, 03/08/24, again styrofoam is being delivered with medical supplies. I care for a seriously ill cancer patient, am of a certain age and styrofoam poses a disposal as well as a medical imposition. I attempted to *************** but received no answer at all to voice my dissatisfaction. Ive no other recourse but to file an immediate complaint to have this hazardous practice stopped from coming to my home and having the patient as well as myself subjected to styrofoam. Thank you

• Initial Complaint

  Date:01/18/2024

  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.

  On 10-16-2023 my mother was charged $111.56 in error by Option Care for medicine she needed before leaving the hospital after surgery. Shortly after this transaction was made, my mother's insurance company paid the claim in full, and all other claims submitted to her insurance company from Option Care have been paid in full as well. We have called this company multiple times asking for this to be refunded. On three separate occasions, we were told the funds would be refunded. After not receiving the refund, we called again and were told that the refund cannot be issued because a new claim was opened even though all other claims have been paid in full by her insurance company. I find it absolutely appalling that a company would refuse to issue a refund for a transaction they made in error regardless of their policies. She shouldn't have been charged to start this medication and the claim this charge was made for was closed and paid in full by her insurance company over two months ago. My mothers name is ***************************.

  Business Response

  Date: 02/01/2024

  This letter is in response to the above referenced complaint received by Option Care Health (Option Care) from the Better Business Bureau (BBB) regarding home health services provided by Option Care to *********************************. In her complaint, **************** expressed concern regarding a delay in receiving a refund once the applicable claim(s)for services rendered were processed by her health insurance plan. In addition,she states she had a challenging time trying to get her billing concern addressed with Option Cares customer service department.
  
  *********************** goal is to provide safe and effective care for each patient entrusted to us and to accurately bill for the home healthcare services provided by Option Care.
  
  Our records indicate that **************** made a payment toward her services on October 16, 2023, in the amount of $111.56. Option Care Healths patient pay policy is that there are no refunds issued for patients until the last outstanding claim has been paid and the patient is no longer on service with us. Our records indicate that the last outstanding claim with Caremark RX paid on January 19, ****,which left the patient a copay in the amount of $4.50. Ms. ******* account was marked off service on January 11, ****. Therefore, Ms. ******* **** ending in **** was credited with the difference of $107.06 on January 19, ****. We have attached the Explanation of Benefits from Caremark RX as well as the signed Estimated Patient Responsibility form (EPFR) showing the patient may have coinsurance for your convenience.
  
  Thank you for bringing these matters to our attention and allowing us an opportunity to respond. Please feel free to contact me at ************** in the event you have any questions regarding our response or desire additional information regarding Ms. ******** account. 
  
  Sincerely,
  
  
  ***********************
  Patient Resolution Specialist
  Patient Escalation Team
  
  Cc:****************

• Initial Complaint

  Date:01/16/2024

  Type:Product 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.

  This is Medical billing complaint.3/2023 I received product from Option Care and received invoice. ******** paid $4,093.76 and United Health paid $1,023.44 in 4/2023. This was the full amount of bill.I continue to receive monthly bill for $1,023.44 witch was paid in 4/2023. I have contacted Option Care by phone and email. I have sent statements showing amount paid by letter and email. United Health insurance has contacted Option care twice to resolve issue. I just received another monthly bill from Option Care.Unless this is resolved I fear that Option Care will go to collection agency. This would affect my credit. The error is in their system.

  Business Response

  Date: 02/07/2024

  Copy of response letter attached.  Thank you, *************************

  Customer Answer

  Date: 02/07/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/04/2023

  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.

  11/6 - Date of transaction ************ ordered supplies, medications and sent a home health person to my home for medication that cannot be administered at home. Prior to delivering they asked for my credit card and charged $276. They said they would keep billing. I have two insurances that cover this. I also asked for itemization of charges and they did not provide. They did not bill my primary insurance. The overseas call center said they could not help but would look into it and call back in 5 days. They did not call back. I called again and the local **************** office could not help. My secondary insurance company called and the representative said he could not help and was rude. They said a "concern" department would help. I never signed a financial agreement or an admissions agreement for this company to treat me. I never signed for the medication/deliveries either. The home health person who showed up said she could not provide service because the company is not legally authorized to deliver the kind of medication sent. Since she did not provide services why would that be billed to anyone?

  Business Response

  Date: 12/20/2023

  Response letter attached.  

• Initial Complaint

  Date:11/01/2023

  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.

  I am seeking a resolution regarding the decorum of the representative I speak to, weekly, regarding my TPN refills and fraudulent insurance billing by Option Care to cover-up their poor medical equipment record keeping practices.My account rep, I believe her name is ****, has an OVERALL extremely poor attitude and is very rude most of the time. I have had to get snappy with her on several occasions when asking legitimate questions about supplies and billing. Recently, I have been accused of hoarding IV pumps. I had the same issue with ***** before they closed who ultimately admitted they had probably misplaced the pumps they accused me of stealing. I alerted my insurance company about it and I wasnt charged for the missing pumps.We are now at the crossroads again regarding poor pump/equipment record keeping and poor/disrespectful customer service. It needs to stop or I can opt for another company for my long-term medical needs.I, the patient, ultimately have control/make the final decision on WHO provides my medical services which translates to hundreds of thousands of dollars in insurance payments to these companies. I do not have to/will not tolerate this disrespect and then continue to authorize insurance payments to companies that exhibit and condone this type of behavior, conduct, and abuse. I will also be filing formal complaints about my poor experience with Option Care with ********* Aetna, BCBS, CFPB, *******************************, and my prescribing physician.

  Business Response

  Date: 11/15/2023

  11/14/2023 - Internal review 

  Was able to review ************************ claim regarding pump management and service related comments. In regard to pumps, ******************** has received a total of 3 ****** **** pumps on 3/31/2023 (SR ******); 5/08/2023 (SR ******) ; and 7/9/2023 (SR ******) ********* On Track). Recovery of pumps (SR ****** & SR ******) and patient contact was requested by ****************** beginning on 9/25/2023 for preventative maintenance and pump exchange. Multiple call attempts were placed; including discussion regarding exchange. It was also noted that at this time pump recovery and policy were reviewed, including fee schedule for lost pumps. The topic was approached with patient, but bill not sent. I do believe this conversation may have created some angst. In regards to pump records, they are intact and have been validated. In regards to customer service, I did speak with ****************** and her team lead (************), as well as additional pharmacy support (**********************, ****************, and ****************), for which the claims were unsubstantiated at the time of review.  Similarly, claims and service recovery will be afforded to ********************, as well as appropriate actions to remedy (per patient request).  Action -  The ask of staff is to do high touch pump exchanges (courier pick up) with patient going forward. This should assist with recovery and patient resolve. Findings & Root - Preventative maintenance scheduling and pump recovery to (1) assist with care delivery and (2) patient safety.

  11/14/2023 Addendum and patient contact

  I did have the opportunity to speak with ******************** regarding services provided by Option Care Health. We did discuss pumps, current agreement, and process for pump exchange. Reiterated importance in that general pump maintenance is required and is part of our routine safety check. To improve service level, as well as improved continuity and chain of custody at pump hand-off/exchange, it was recommended that use of a courier be employed. Patient voiced understanding of process change. Her secondary request was for a change in her *************** Representative. I did acknowledge and comply with request. SDO contact information provided for future inquiries. Patient was again comfortable and thankful for the follow up.

  **************************** PharmD, MBA
  Senior Director, Operations
  O: ************  EXT 161
  C: ************ 
  E: **************************************************
  ****************************** J
  *******, ** 45150
  
  

   

   

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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.

  ********************* Mobile: ************ I Office: ************ OC-******************************** and/or ***************************************** This was the last person I dealt with.IreceivedajobadvertisementpostcardfromOptionCareHealth second quarter of last year. ItsaidtherewasjobopeningsatoneoftheirlocationsintheSanFranciscoBay Area. ItwasinHayward,CA. Onthepostcard,itdirectedme to their website to create an account andapplyforthejob. Clicked on the career tab, then click on explore career opportunities. After, click on sign in. Ididthatandaweeklater, there was a message that stated anothercandidategothired. Ihadnousefortheaccountanymore. I wanted theaccountpurgedand terminated. Iwenttotheirwebsiteandclicked on the contact tab andfilledoutthereasonsfortheinquiry. Onthedropdownarrow, I choose other inquiries at first, but never any response. After, I tried the HR inquiry many times until I got a response. Isentcountlessinquiries for a long time. Finally, I sent one in late August andgotane-mailresponseonSeptember1st. There was a few e-mail exchanges withEmilyPeloquin ******. Iaskedhertoterminatetheaccount because I have no use for it. Also,there are abundance of personal dataontheaccount, which easy access could cause me harm. Iamnotanemployeeandnotapplying for a job with OptionCareHealthagain. ****************************** to keep having my personal identifiable information. There was never any job available; they were just trying to phish information from the public. The email address I login with is ******************* Make them TERMINATE my account.

  Business Response

  Date: 09/28/2023

  Please see Option Care's response to **************** complaint, attached hereto.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20572914
  
  I am rejecting this response because: I have not receive any response from Option Care Health. They have not reached out to me in anyway. I still see my account is still active and that company still have all my personal information out there. I am not an employee or ex-employee. I just created one to apply to a job ad I got in the mail. I can still login to that account. I want the account terminated so I nor anyone else can login. Terminate the account, please. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/17/2023

  Attached is Option Care's second response letter. 

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20572914
  
  I am rejecting this response because: Option Care Health hasn't terminated my account yet. This matter is not over. I want to know how long that mandatory time period the company holds people's personal information? Can Option Care Health give me specific statutes from the federal and ******************* on their draconian stance on keeping consumers' personal identifiable information? What are they gaining from this? I have seen many complaints written by customers about Option Care Health on the Better Business Bureau's website. I do not trust Option Care Health to properly and securely store my personal identifiable information. There is something new I have; California Consumer Privacy Act of 2018 and the recently passed, Delete Act. I just have a simple request. No more no less. Terminate the account, please.      
  
  Sincerely,
  
  ***********************