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:08/21/2023

  Type:Order 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.

  Option Care's representative assured me that my insurance would not pay for Ertapeneem Sodium and insisted that I pay for a full month of this in advance. I paid $506.88 by BOA credit card for Invoice ******** dated 5/20/2023. On May 30, 2023 I paid an additional $48.93 for Invoice ********. At the same time Option Care was submitting invoices each week to my insurer United Health Care for the same Ertapenem Sodium, and was paid for five invoices dated 5/19/2023 through 6/7/2023. I have repeatedly asked for an explanation and a refund of the amount I paid ($555.81). Their boiler room telephone people refuse to provide an explanation and routinely put me on hold and never return (longest hold was over an hour). Since their invoices to my insurer were at the same time or before my payments it is clear to me that this double billing was done deliberately.

  Business Response

  Date: 09/06/2023

  Please see attached

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 reaching out in regard to Option Care Health. I was a patient with option care, receiving home health supplies from 2020-2022. I have been fighting to get my name and balance corrected and cleared with option care for quite some time now, but they have ultimately refused to respond to my emails, calls, disputes with my insurance company, and even a BBB complaint. Option care proceeded to then send me statements with balances for $314.62 in Aug, Sept, Oct, and November 2022 after stating my balance was $0 on Aug 5, 2022. Option Care not only billed me, but also my insurance company on multiple occasions for days of service that I did not receive, and they received payment from my insurance. They have been turned into my insurance company for unethical Billing as that was brought up with option care on multiple occasions to have reversed, but they did not respond. Option care overcharged & RECEIVED payment from my insurance provider for the following months. I as the patient only received 8 days of service a month from OC, however they billed and received payment for days in excess of what was received. These are listed below:- 6 additional days of service in Aug 2021 - 16 additional days of service in Sept 2021 - 11 additional days of service in Oct 2021 - 9 additional days of service in Nov 2021 These additional charges were for dates of service I did not receive care. Option Care however received in total $1,408 in payments from my insurance company for those dates of service even though I did not receive services. Option Care then proceeded to bill me for the remainder of those charges that totaled over $352. On August 5, 2022, ****** at OC stated while on a call with my insurance provider, that my balance has been written off and taken care of leaving me with a $0 balance with option care. However, they have now sent me to collections for $314.62 and are refusing to correct this or refund my overpayments. Supporting Docs Attached.

  Business Response

  Date: 08/28/2023

  Please see attachment. 

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20298486
  
  I am rejecting this response because: I am still awaiting proof of refund payment to my insurance company. I am also still awaiting a response as to why Option Care, (******) stated to my insurance company, that they were writing off my balance on Aug 5th, 2022 and that I no longer had any balance with Option Care as a result of the ongoing issues this has caused, yet Option care is still coming after me for this after being told we no longer have a balance with them. This was the second time I have reported this company to the BBB, yet they only responded to the most recent report. The first report was on 7/8/2022, and came after many months of calls to Option Care and to the billing department, and speaking with ****** on many occasions both personally, as well as through my insurance provider. The company needs to honor what their employee stated, and assist in this matter so that we can move forward. I will not use option care for any services moving forward. This matter has brought up numerous occasions of unethical Billing from Option Care and after reading many other BBB complaints, I am not the only patient this company has done this to. I sincerely hope that Option Care does the right thing moving forward by honoring what their employee stated to my insurance company on Aug 5, 2022 and that we can move on with this.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/03/2023

  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.

  We have tried MULTIPLE times to get OptionCare to send us an itemized bill/receipt as they had made us pay out-of pocket for services that are covered under our plan, however, they were supposed to call United healthcare clinical services at: ************** to start a pre-determination process for my feeding tube formula. We have had to pay $ out-of-pocket and now received another bill. Their website doesn't have any explanation on their bills to submit, they just keep making us pay out-of-pocket. When you call into the billing ****** the lady who answers can barely speak English and doesn't understand what sending us an itemized bill and itemized receipt to our home address or email means. We need them to callUnited Healthcare at the number above and PROMPTLY reimburse us for all the money we have had to pay out of pocket and continue to receive another bill for. This has been going on since April 2023.

• Initial Complaint

  Date:06/07/2023

  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.

  Over charge of ****** dollars, I have Paid the balance all statements but they say I owe ******. I paid 140 in March with phone in credit card but never received credit for it so they kept carrying it forward and now insist I pay the ****** because of there error. I have statement and cancelled checks for all payments which they have records of but will not listen to reason.

  Business Response

  Date: 06/12/2023

  Hello,
   
  I have confirmed that this has already been resolved.
   
  Thank you!
   
  ********************* CPhT BSHA (she/her)

• Initial Complaint

  Date:04/19/2023

  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.

  Option Care Health has provided interim feedings and supplies for my disabled daughter for years. My daughter has state ******** which pays for all supplies except the interim feedings (which had been $86.40 a month until Feb of 2023 at which time increased to $95.85 monthly In Sept. 2022 we received a bill for $493.44 indicating $246.72 for the months of April and June 2022 which is doubled the monthly payment amount. I have provided Option Care with cancelled checks referencing each month of total payment. Yet I'm being told monthly payments ($86.40) are being applied to previous balances. There should be no previous balance as the account is paid in full each month. Now I'm being told they are waiting on insurance payments from state ********, so they are taking portions of the recipient's required payments to cover pending ******** claims to avoid sending the account to collections.

• Initial Complaint

  Date:04/16/2023

  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 early November of 2022, my daughter was sent home with a pump and feeding tube supplied by Option Care Health. Once I received confirmation that she had been added to my health insurance I called Option Care to give them the insurance information so that they could file insurance before we paid the remaining balance. It has now been nearly 6 months and they have yet to file our insurance for the supplies but continue to send us bills with threats of going to collections for the unpaid balance. My husband and I have called multiple times to make sure that they have the correct insurance information and that we are happy to pay the remaining balance once our insurance has been filed. Every time we call they claim that our account is "under review" and we owe nothing until it is resolved. However, we continue to get bills and calls asking for payment. I have used their online contact form twice in the past two weeks to attempt to speak to someone about our issue. The site claims that someone will be in contact with me within two business days, yet I have heard from no one.

• Initial Complaint

  Date:03/09/2023

  Type:Product 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.

  I work for the United Healthcare ********************* a non-profit that give grants to children for medical expenses. We paid a provider incorrectly OPTION CARE ENTERPRISES **** The check should have gone to a different provider and they refuse to refund the amount. They cashed the check and do not have a patient to apply the funds to. I have called over 35 times to numerous numbers and been hung up on, told they can't help, told not their area, transfer me and hang up. I have been told twice that someone would call me back and still do not have a call back. The grant ******** needs these funds to be paid to the correct provider, we can't do that until the check is returned to us. Check ****** for $2532.24 was sent on 8/29/2022 and they cashed it 09/09/2022. We have been trying to rectify this since October of 2022 and they refuse to even work with us or take down the check information. They just push you off the phone and tell you someone will call back. No one ever does. I even got a supervisor today who refused to transfer me to someone who could help me.They should have never cashed this check as they do not have a patient to apply it to, it was sent to them in error. The funds need to be returned to United Healthcare ********************* (UHCCF) PO Box 41 ***********, ** *****. Please help ** get these funds back so that we can apply them to the correct provider. The family is being sent to collections.

• Initial Complaint

  Date:02/02/2023

  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.

  I live in ******, ** and have been receiving Remicade Infusions for a few years from Option Care. I have BC/BS FEP and was told by the ***** office that I did not need an auth as long as the dosing and frequency were standard. I have my infusion scheduled for 2/3/23 and as of today, 2/2/23 I have no meds. When I called they stated they are waiting on an auth yet only requested it on 1/31/23. This is now preventing me from getting the medications I so desperately need. I spoke to a supervisor (***** I think) who basically stated that they did not have enough resources to handle the load for contacting insurance companies for all the clients and they get to it when they get to it. Is this how they treat patients?!?!?!? That is sort of disgusting as this is a necessary medication. This is dangerous to patients needing their medication.

• Initial Complaint

  Date:01/29/2023

  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.

  Option care is attempting to collect on something that they should not be paid for On September the 10th there was a service that was taken place unfortunately the nurse did not perform the service. I video recorded the nurse who made several attempts to do my infusion and was unsuccessful causing pain in several different other things and the infusion was not done on that date. This nurse other things that she did not use I had to replace certain medications that were included during that infusion. This service was completed on the 24th. I have to go to their facility here to have the infusion done after the nurse miss my vein and ******. The nurse then blew my thing in my left arm and then attempted to do it a 10th time after telling me she wasn't supposed to do it until she got authorization to do so but she was going to do it anyway. Again I have to go to their facility to have my infusion done on the 24th. They again charge my insurance not once but charge my insurance twice for a service that their nose failed to complete on the 1st time on September 3rd. I've called in several times to inform them that they should not have built my insurance twice again for a service that they shouldn't did not complete or fail to complete. Should not be billed anything for an incomplete service they're billing me forservice on the 10th and the 24th. After several attempts to speak to someone in regards to this I have not received any type of communication but repeated bills. Again I have recorded this I reported it the nurse was fired due to what was being done to me. I'm at my **** end with this company I have multiple sclerosis and I've informed them that they are exacerbating my exacerbation. I've informed them of previously and I've also notified Aetna. I do not hold this bill again as I did not get a service for this and I've informed them several times regarding this again I've notified my insurance company that they're falsely billing for a service that was not done.

• Initial Complaint

  Date:01/20/2023

  Type:Customer Service 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.

  IreceivedajobadvertisementpostcardfromOptionCareHealthduring quarter one of 2022. 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 some personalinformationontheaccount, which easy access could cause me harm. Iamnotanemployeeandnotapplying for a job with OptionCareHealthagain. ****************************** to keep having my personal data. Shekeptgivingmetherunaroundand no resolution to my issue. Iaskedifshecan'tterminatetheaccount; shecouldhand it over to another person, mainlyinITornetworksecurityto takecareofmyissue. Lastly, I telephoned her onSept26th, she did not pick upand I left a message saying if my account isn't purgedandterminated; Iwillfile a consumer complaint against their company. Ijustwanttheaccountto cease so I nor anyone can sign in anymore. I am very worriedmypersonalinformation will get compromised. It could bedata breaches or other nefariousactions.