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

  
• 

  Omnicare, Inc.

  5549 Spellmire Dr Cincinnati, OH 45246-4841

  
• 

  Omni Care of Tampa

  8603 Florida Mining Blvd Tampa, FL 33634

• 

  Omnicare

  345 Dunn Rd Florissant, MO 63031

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: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,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:04/05/2023

  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.

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

  Business Response

  Date: 04/18/2023

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

  Customer Answer

  Date: 04/18/2023

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

  It is an interim message without a resolution proposed.

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

  Business Response

  Date: 04/21/2023

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

  Customer Answer

  Date: 04/21/2023

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

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

• Initial Complaint

  Date:03/24/2023

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

  Business Response

  Date: 03/27/2023

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

• Initial Complaint

  Date:02/05/2023

  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.

  My mother was living in a local retirement community and moved into their nursing care unit. She qualified for ******** but we were not aware of it until after we had paid Omnicare $271.60 for her prescriptions. We then received another bill for $69.25 for another prescription. I called and spoke with the billing office who told us we were not required to pay it because she was on ******** and that the prior amount we had paid ($271.60) would be reimbursed after they received payment from ********. They continued to send the bill for the $69.00 and eventually stopped.
  They recently sent 2 statements showing a credit balance of $271.60 and then another statement showing a credit balance of $202.35 and they wrote off the $69.25 as a bad debt. I wrote to them in December of 2022 and asked them to refund the $271.60 and that the amount that ******** had not paid was not a debt or a charge to my mother's credit balance. They sent a check for $202.35

  Business Response

  Date: 02/06/2023

  At Omnicare, we strive to provide the best customer service possible.  Upon reviewing this account, it appears there was an outstanding balance from the 12-11-2018 statement.  Due to this not being paid, a bad debt write-off occurred on the account for the amount of $69.25 on 11-10-2021.  Due to the bad debt write off occurring on the account, prior to issuing a refund, the $69.25 was debited back to the account to account for the write-off.  The credit balance of $202.35 was then issued as a refund to the customer.   Please let us know if you have any other questions.  

  Customer Answer

  Date: 02/06/2023

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

• Initial Complaint

  Date:12/29/2022

  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 am having an issue with the Omnicare December statement #******755 that I received for date of service 9/20/2022 in the amount of $91.98. So far, I have spoken with Omnicare billing (J******), Assisted-Living Facility (T********), Omnicare Rep (B****** D****) and emailed Omnicare billing (K**** L***) as well as PP billing Supervisor (M**** L************)
  
  First, J (billing) said I was being billed because insurance denied stating it was too early to fill because it was filled through mail-order pharmacy on 9/27/2022.
  Second, T(ALF) forwarded the information to the BD (rep) to follow-up on.
  Third, BD (rep) reached out to both (KL)billing person and (ML) PP billing Supervisor and from what I am understanding from your emails, is that Omnicare didn’t file insurance for this medication along with her other medications on 9/6/2022 and it got denied because it wasn't originally filed until November. Which was after I ordered and paid for the 90-day supply of meds through *** mail-order on 9/27/2022 as Omnicare would no longer be supplying meds effective October 2022
  
  KL, stated in email dated 12/20/2022 3:41pm, “If it had been billed quicker, mail order would have gotten the refill too soon”
  
  This is very frustrating because, I have paid all your bills through October. I even called Omnicare billing on 10/20/2022 12:22pm and spoke with A******* to confirm this was the final bill before I paid it, which she did.
  In November, I received a statement that shows $0.00 Amount Due.
  
  Due to some experience working in medical billing, I decided to call the number on my mother’s *** pharmacy card. I spoke with J***, he said Omnicare never received approval for this medication, and they didn't try to get an approval until November. They tried three times (11/3, 11/5 and 11/25) He said that Omnicare could not bill in arrears and to request proof of delivery of the medication on 9/20/2022 and that it was administered to my mother. (Which I have requested and not yet received)

  Business Response

  Date: 01/03/2023

  At Omnicare, we strive to provide the best customer service.  After reviewing this account and working with the pharmacy, a credit has been applied to the account today bringing the balance to zero dollars.  The customer has been in contact with Omnicare via phone and email and was advised that a credit was submitted last week for approval.  Please let us know if anything further is needed. 

  Customer Answer

  Date: 01/03/2023

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

  I received an email response from K**** L on 12/29/22 stating that "it looks like a credit is in the works" and that M**** L would be able to let me know when it is done all the way. I will consider this resolved when M**** L lets me know it is done all the way.  Thank you.

  Business Response

  Date: 01/04/2023

  From my review in the system, the credit adjustment was posted on 1-3-2023 and there is a zero dollar balance on the account.  This will show on your next billing statement.  

  Customer Answer

  Date: 01/04/2023

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

  As of 9am today the account still shows a balance. (See attached) I will agree this issue is resolved whenever I receive the zero balance statement.

  Thanks,

  **** *******

  Business Response

  Date: 01/06/2023

  Unfortunately, until billing is processed and posted, you may see a balance due in statement management.  Your next statement, with a cutoff date of 1-11-2023, will reflect the adjustment applied and the balance of zero. 

  Customer Answer

  Date: 01/13/2023

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

  I will consider my complaint resolved when I receive "$0.00" balance statement. I have been checking Omnicare daily to see if it has been generated and as of today 1/13/23, it has not. 

  Business Response

  Date: 01/13/2023

  The statement should be ready for you to review via statement management early next week.

  Customer Answer

  Date: 01/17/2023

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

• Initial Complaint

  Date:12/06/2022

  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.

  ***** Apothecary (******* **, ###-###-####, owned by Omnicare) is trying to get paid three times for a charge for 8/31/2022 ******* Oral tablets 5 MG in the amount of $17.49. I spoke to ******* ****** ( ************************* )of ****** *******. She states that they paid for this charge.
  
  They are trying to get paid two more times because they have sent me to different bills which include this $17.49 charge. Moreover, they are charging $31 in lates and interest on bills which could not be paid because they are incorrect.
  
  This seems to be a pattern of fraud. See two bills attached issued on almost the same day from the same organization.

  Business Response

  Date: 12/07/2022

  At ***** Apothecary, we strive to provide the best customer service possible.  After reviewing this account, this balance is owed by the customer.  The patients'
  medications were rebilled to the hospice, but hospice rejected the meds. There are items that were supplied
  which were not covered by hospice: Two prescription grade items which were
  billed to her Med D and two OTC items which were billed as cash. The total due
  was $35.80. When I spoke with the bill payor in October, this information was provided. A payment was made on 11/15/22 of $18.31 leaving the
  remaining due at $17.49. 

  Customer Answer

  Date: 12/07/2022

  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.
  

   

  Why is ***** unwilling to contact ****** ******* to confirm that they have paid the 17.49, which ****** ******* has stated?

   

  Why am I receiving a duplicate bill for $48 ( 17.49 plus late charges)? See attached.

  Business Response

  Date: 12/14/2022

  The
  hospice was contacted by the pharmacy. The pharmacy obtained the hospice
  billing information and rebilled the delivered medications to the hospice. The
  medications authorized by hospice came back at a zero copay and credit was
  applied to the bill reducing the total amount due to $35.80. Prior to hospice
  billing, the amount was $89.74. The
  pharmacy did not receive a paid claim from hospice for the *******. When rebilling the medications
  to hospice, the hospice rejected the claim for the *******. It was billed to
  the Med D plan which resulted in a copay of $17.49. The pharmacy billing is
  done online and the result of a paid or rejected claim is
  immediate.  
   
    As for the late fees, the initial fees were waived once the medications
  were rebilled. The customer then made a partial payment, now we see the amount
  for the ******* was deducted from that payment. Since the bill still has a due
  amount of $17.49 and was not paid by the due date new fees have accrued.  As of 12-13-2022 - A check payment was received for the
  $17.49. All that remains is two months of fees totaling $31.04. An adjustment request for the $31.04 was requested on 12-13-2022. Once that is approved and posted the
  account will be at zero. 

  Customer Answer

  Date: 12/15/2022

  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. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:10/06/2022

  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.

  ***** ********** in ******** ** has become part of Omnicare.
  
  My Aunt, ***** ****** died on September 13. She was in hospice care under Caring Hospice Services of *************. They stated that they were responsible all medication bills and these are paid by Medicare. They stated that ***** ********** should not be contacting or billing me.
  
  ***** ********** called me and stated that Caring Hospice was difficult to deal with and that he was just sending the bill to me.
  
  I have recieved a bill of $105 containing late fees as well. I will never pay this bill just because the pharmacist lacks the social skills to deal with Caring hospice.
  
  I am also filing a complaint with the Board of Pharmacy of the state of *************.

  Business Response

  Date: 10/10/2022

  At Omnicare and ***** **********, we strive to provide the best customer service.  Upon researching this account, the billing team was waiting to bill claims to ensure medications were not returned by the facility, and they have not been.  At this time, the account has been rebilled to the hospice.  There
  are two items that the hospice does not cover. It is expected the customer to pay for
  these items.  There are also two other items, rejecting for a PA required.  The PA will be submitted, but if not approved, they will be the responsibility of the customer.  Please wait for your next statement to reflect the rebill prior to submitting payment.  

  Customer Answer

  Date: 10/14/2022

  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,
  
  
  
  **** ******

   

  More information about any items which will be billed to ***** ****** is needed.

  Business Response

  Date: 10/18/2022

  Thank you for your response.  Your next billing statement will include any items that are not covered by hospice.  Once you receive that statement, if you have any further questions, please let us know.