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

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  Option Care

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

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  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:12/29/2022

  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.

  In September 2020 we received a feeding pump from Option Care Health in ***********, **. During the time that we were using the pump, Option Care was billing our insurance and being reimbursed at 100%. We did not receive a single bill with a balance due from Option Care during this time. In January 2021 we were finished using the pump and proactively contacted Option Care and asked what we should do with the pump and remaining formula. We were told by the representative at Option Care that they could not accept the formula back and to simply discard the formula. Regarding the pump, we were told in January 2021 that since we had the pump for so long that we now owned the pump and could do with it what we wanted. For approximately one year the pump sat in my sons closet (until approximately March 2022) when we threw the pump away while "spring cleaning". Then in August 2022, we received a bill from Option Care Health for $650 for a lost pump. I contacted Option Care Health upon receiving this bill in error and explained the situation and was told that they had no record of my call in January 2021, which seemed convenient in this situation. Again, the bill was sent in August 2022 for a pump received in September 2020. Option Care has no interested in resolving this issue. When pressed on why it took nearly 2 years to produce a bill, they had no answer. We are not paying Option Care Health any more money for this pump since we were told that we rented it so long that we owned it. This appears to be a fraudulent activity by maximum charging insurance then attempting to collect even more money directly from a patient years after the fact. Option Care needs to take responsibility for their employee training. Obviously the person that we spoke to was not properly trained and gave us the wrong information. With the length of time that it took Option Care to produce a bill, long after the use of the machine and already billing our insurance, we believe that Option Care should remove the charges.

• Initial Complaint

  Date:12/22/2022

  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.

  On June 21 2022 BioScript OptionCare issued me a new CPAP machine, which my insurance covered. But CPAP intervention requires the *** company to deploy doctors orders so the treatment can be therapeutic. This company is so unresponsive and difficult to reach that any adjustments have taken weeks to months to deploy. Outrageous difficulty reaching anyone by phone has been routine. My doctor could not reach them, and his nurse today said she was on hold two hours, then once the line engaged, she was cutoff before she could complete her request. August 14 my doctor submitted a new pressure. I called three times to follow up in August and September, leaving a message for the ** each time. In October I called the ** and they picked up. This ** was very helpful and conscientious when I did reach them, so I believed them when they said they had received none of my voicemails. They then helped me immediately. But I only received the new pressure 1 day before my 2-month follow up! Not enough time to test a new pressure.On December 8 the doctor submitted an updated order, but I did not receive it til December 20. That was a little better, but I had no way to know if theyd even been working on it.I have left 3 messages about my machine whistling, over a period of months; no one has responded even once. The phone tree directed me to leave a voice message twice, never to hear from anyone. When I called for supplies 4 times, I was told I was not in the system and that the rep ***** know how to fix that. In late Nov I reached out to an admin who had been helpful, and they finally got supplies sorted. But its been one hassle and delay after another. I still have a whistling machine, I fear for my health, and have no hope of anyone responding.My insurance wont let me to stop using this company or return the machine. I wish they would. I want to immediately return this machine with a refund to my insurance, so I can start over with another company that responds.

• Initial Complaint

  Date:11/23/2022

  Type:Delivery 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 ordered IV supplies 2 times. The initial IV order was for 6 days of supplies for the infusion of medication.The second order was for an additional 3 days of Heparin and Sodium Chloride to flush the midline until it could be removed. The supplies in the second order were significantly less in the second order (3 Heparins vs. 20 Heparins, 5 sodium chlorides vs 30 sodium chlorides), yet I was charged $105 for the second order vs. $90 for the first order. I was told when I ordered the second set of supplies that the costs would be lower than the first order. I called to resolve this 3 times and spoke with 4 different members of the billing and supplies teams. No one acknowledged that this was a billing error, and they would not reduce the charges for the second order

• Initial Complaint

  Date:10/20/2022

  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.

  On October 17, 2022 I received a charge on my bank statement for $100 stating it was from Option Care. I never authorized this payment and the following day I received an email from them stating "Option Care invites you to provide your feedback in the Billing Survey https://www.byndfb.com/ChAshelB To unsubscribe, reply STOP." I tried calling the phone number to find that it was not a working number. I immediately called my bank and disputed the charges. I did not give this company my bank card or account number. The bank clerk told me this was a scam and they reversed the charges and canceled my card.

• Initial Complaint

  Date:09/26/2022

  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.

  Services were provided for at home infusion therapy over several weeks of care. My insurance paid the claims 100% in full on August *******. Prior to insurance payments, I made 2 patient payments. I overpaid my bill. Several calls speaking with Manager ******* on 8/19,8/30,9/19 & 9/26 On 8/30/22 @ 9:41 am I spoke with **** On hold for a manager 9:46 - 9:49 Have questioned refund 1. Telephone call 9/19/2022 @9:40 am to Bioscript/Pria representative She stated: I see a manager has already sent file for refund request of $ ****** Then my call was disconnected/hung up on. After disconnection, I Recalled Option Care.2. I was forwarded to manager ******* (******?)I told him that on Aug 30th refund request was taken and approved by manager and was told it should be 3-5 business days if put on cc. I questioned *******, Why not put back on ccard yet?******* updated me: that a refund will be coming today.3. Telephone call 9/26/2022 @ 3:41 pm. Re: refund Spoke with rep and she hung up on me.Called back at 3:42 ************ (?), ******** her name, got halfway through it and then hung up on me again 4. Recalled 9/26/2022 @ 3:44 pm and spoke with *******. I asked him not to hang up on me. He said he would not hang up on me. Verified that I talked with ****** (******?) previously. Verified amount of refund $******. Put me on hold and then came back to say they were waiting for instance claims Explanation of benefits. I informed him that no they were not. Insurance paid the Bills in full on Aug 19, 2022. There are no claims pending. He then said he would transfer me to a manager and I was sent to a voicemail. I left a detailed message that I was contacting the **** investor relations, The Attorney General of both ******** and **************, and the ****************** Commissioner. and the BBB of ********/**************.I am seeking my refund. It is owed to me by law and I will take every step to get it lawfully refunded.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  OptionCare keeps sending transaction receipts to an old address. I do not live there anymore. I have not lived there in nearly a year. I have tried calling them numerous times and have spent countless hours on the phone with their representatives. It shouldn't be that hard, but they seem to be incapable of complying with my dozens of change-of-address requests. I don't know what else to do. They are basically telling me that I am a liar, and that they are not mailing anything to the old address. But they keep doing it, and I'm unable to get them to stop. They are impossible to deal with. The only **************** number is a call center in *****, and they are polite but totally useless. I just want to have them either (1) stop mailing me any paper documents at all or (2) mail them to the place I actually live. Apparently, both of these are impossible.

• Initial Complaint

  Date:08/18/2022

  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.

  The business is trying to trick me into paying them twice. I received duplicated billing for the same service. Invoice ****** and *******. The amount is for $110.00. Invoice dated 11/20/2021 and 11/20/21. they refused to give me a final bill blaming ******** each time I contacted them. I cant understand them on the phone, they cant speak clear English and they talk real fast. My bill says total every time. This time I caught it because they cashed my cancelled check for the same bill. check #***. was mailed on 7/19/22.If I dont pay it they will turn it into collections. If they due that and ruin my credit I will *** them for a lot more then $110.00 Their number is ************ Good luck with that.

• Initial Complaint

  Date:08/10/2022

  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.

  I was ordered home infusion therapy for two weeks by my doctor. ******************** Care was their choice. I received the first 7 day shipment on 1/28/22Which was paid on delivery while I was still in the hospital. I received the next shipment on 1/28 which was billed as 7 days =14 doses. However it was only 6 days, 12 doses. I called for the last day on 2/2/20 and Received 1 day, two doses . The first two orders were $47 each and both paid. the final delivery for their error was $29.58 which my insurance denied rightly so. I called them and sent them my information and said I would not pay for their error. They have turned this over to ********************* for collection. I sent my information to t hem and they called today to day the billing is correct. I informed them I would not pay for the ******************** Care error.. The nurse was great but the office itself is totally messed up and couldn't get anything right. I am not going to pay this and want them contacted to stop collections.

• Initial Complaint

  Date:08/10/2022

  Type:Delivery 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.

  We were careful to select a provider that was "in network" so as to avoid getting surprise bills during a sudden illness. We were told Option Care Health was in network and not be concerned with any surprise bills. Guess what is happening? We are continuing to get bills for services "not covered" by the insurance (Aetna.)This is a contract issue between Option Care Health and Aetna, not the patient. Please resolve your issues with the insurance company and leave the patient out of it.This is yet another example of predatory practices by health care providers. If the amount billed is more than the contract covers, it is time to renegotiate your contracts, not burden already overwhelmed victims.

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair 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 complaint is related to the billing and communication practices of Option Care Health. The address on my communication is mailstop ******** **************************************************************. The phone number is *************. I have been attempting to resolve a **** since January 27, 2022 for services received weekly (6 weeks of infusion supplies) from September 03, 2021 to October 07, 2021. My account number is ******. The *** (Explanation of Benefits) from my insurance company (Anthem) states that the Anthem plan paid a percentage of each claim and my responsibility ($396.46) was noted on Anthem's Health Care Summary. Out of the $396.46 balance due, I had previously paid a $83.79 deductible payment (check # **** on 09-03-2021) and my remaining responsibility $312.67 (check #**** on 03-01-2022). I provided copies of the *** to Option Care Health on March 3, 2022. I am disputing a balance due charge of $223.26 and a duplicate charge on September 30, 2021. I have called Option Care Health multiple times only to get a representative who is reading my statement off of a computer screen. I requested to speak with someone in the billing department but that was unsuccessful. Also, I was unable to get a direct number for the billing department. In addition, I had Anthem contact Option Care on May 5, 2022 without success. On January 27, 2022, I talked with a manager (***** Devenesan) who stated that my case was under review. Since then, I have received 5 monthly bills with no resolve. Attempts to contact ***** Devenesan have been unsuccessful (either in a meeting, on vacation or not available). I am still waiting for a return call from ***** that I requested on May 11, 2022. My major concern is that if this account goes to collections, it will effect my credit rating. This issue needs to be resolved and I am running out of options. Thank you for your time reviewing my complaint. If additional information is needed, I can be be reached at *************.

  Customer Answer

  Date: 08/11/2022

   
  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,
  
  *************************