Humana RightSource RX Reviews

I can always count on calling 4 times for a single order to be shipped before they decide to do so. The escalation department is contacted by the rep when asking for a supervisor. They “look into the issue” while we wait longer on hold and then tell us they will check into it and call back to “avoid placing us on hold any longer”. The result to get an order expedited or prioritized to go out does not occur. It is all a circular conversation resulting in a poor result.

Regardless, I was then told the meds had changed to a tier 3 which information was available to me in the booklet. However, is this available to the doctor? My doctor may send in a request but it should be up to me to commit and affirm the business contract. Upon looking in their booklet, in fact, the medication is not listed at all. Mentioning this to the new person the following day, they then tell me it is an abbreviated list. Yet, I am expected to compare with this list to let my doctor know whether to renew refills for the New Year.

We had a similar problem like this before but they allowed the doctor to change the orders to something they would cover, they did not just send over the mail without authorization or an order from the person who would be paying the bill. A third party should not be able to commit to payment with a business for another person whom this business is claiming is true. I have spent hours bouncing between Humana and Right Source and was informed to send a complaint to their grievance department but not to expect a good ruling as many people are dealing with the same type of thing. To me, that constitutes there is indeed a problem with their business practices.

How many people is this mail order company cheating through our postal service? Even if this were a new order they should still be required to notify the customer if they would have to pay anything, whereas I for one, only do business with them for the free, no cost to me medicine, as my records would show. If I were inclined to pay extra then I would do it on my account at Wal-Mart or through my local pharmacy. I have also filed a grievance with Medicare but not sure anything will come of it. Not sure if I should file mail fraud with the U.S. Postal Inspection Service or not. This was indeed not solicited by me. If this is posted to public, please do not put my real info. Thank you.

On March 19, I sent the Physician Fax Form to my doctor's medical secretary requesting 270 tablets of Buspirone 15mg dosage, three tablets daily. The balance of this medication which was received in February (ordered on February 18, order #**) was extremely low and yes, I almost ran out. I kept checking online to see when this new prescription would be shipped. After several business days of seeing no order received, I contacted my doctor's office again. They had to re-fax the same order again. I finally called customer service on three different occasions, the week of March 19 to see what needs to be done to get this going. During that time, I spoke with Laura and Tani. Then I asked for their supervisor and they connected me with Adam, who when asked if he was a supervisor said yes.

Actually, I found out from someone else that he was a pharmacist and not a supervisor. Adam told me it's best to have my doctor phone the prescription in rather than using the form and this is after almost five years of using the form with only minor problems. The doctor's office did phone in the new prescription and again, no order. The real problem is in three parts:

1. Adam told me that I can't receive any more of this medication until April 15th, which was from the old information from my last prescription received in February. I said, doesn't a new prescription supersede the old one as well as anything else? He agreed to that with no results.

2. I received a letter dated March 24 from Right Source Customer Service Group saying copies of faxed prescription orders are not accepted from members. Obviously, my name appears on the form at the top, since it went from my fax to the doctor's fax. This is after acceptance for almost five years of doing this the same way with no problems.

3. After receiving this letter, I called and again, asked for a supervisor after explaining my whole story to a customer service representative. I was told the two supervisors, named Leslie and Michelle were on a conference call meeting and one of them would call me back in an hour. After an hour and one half, I called back to finally reach Leslie. After I repeated my story again to Leslie, she finally agreed with me. Leslie volunteered to send my shipment of Buspirone "next day air" at no additional charge, which I did not request, but it would have helped me tremendously. I finally received my medication six days later by regular mail, not overnight.

Don't you think Leslie, the supervisor, should have seen to ship it next day air or she could have just told me a bold face lie? I had to go to the local drugstore to get some additional pills and wait for the medication from Right Source. In conclusion, I will be in the process of reviewing my options to go to another company instead of Right Source. Certainly after a multiple series of "poor customer service events" leads to my conclusion. Thank you.

When I went online, I found out that the pricing they had for the medications was not the pricing that was said in the beginning. It was triple the amount. I wound up moving about two months later and called to change my address with both Humana and RightSource. And a few days later, my doctor sends in a new script. What do you know? They sent it to the old address and because I called asking where my meds where, that's when they realized it was sent to the wrong address. So, it took twice as long to send it to me. Thank goodness the postman actually sent it back.

And that wasn't the only meds they tried to triple charge me for. I sent back meds because of the price and what do you know? There is no credit for sending those back. They can't seem to find out where they went either. Their website is not accurate on the pricing and they can not tell me over the phone the cost nor will they call before finish processing the meds on how much it will cost unlike a regular pharmacy like Walgreen who will tell you right then and there. Well, in December when I had my doctor order new meds, we had the issue of them saying they don't cover those meds anymore. But once again I didn't find out until two weeks later when I called and asked what was going on. I had to call my doctor and they called RightSource to find out what was covered and guess what? My meds were covered, but they had issues because of a glitch in their system. I finally got those meds about a month late.

Well, here it is March. I had my doctor fax in an order on the 8th. Now it’s the 21st and their system is showing still in process. On top of that, one of the script’s date got changed to the 16th that it was ordered. And there’s no call from RightSource saying they can not process it. They claim that I never received last year because I owe money from the order (which the meds that I sent back would have covered it anyway). I had to call RightSource and find this out. The person on the other end was very rude when I asked him to find out what was going on. He said the meds ordered on the 8th were shipped already and I told him then why does the system show they are still in process. He finally put me on hold and found out that they weren't sent and that none of my scripts will be sent because of the money thing.

Good thing I didn't believe him or I would be waiting another week and would have been off my meds once again and having major medical issues. I think RightSource is pulling a scam by not having the correct pricing. Since they lost scripts being sent to me and ones that were sent back, I am filing complaints wherever I can. Because Humana will only deal with them, I am changing insurance companies, too, which mean I may wind up having to change doctors in the process.

Security questions are reasonable. Requesting approvals from the policy holder are reasonable. What is not reasonable is, having to do this on every single phone call. Another unreasonable situation is when we are told that we have to be home when the drugs are sent. We wait and wait all day on the day the drugs are supposed to be sent. So the wife calls to track the delivery. Right Source refuses to talk to her again. We had none of the problems with other mail order drug companies. I've requested an 8D corrective action from Right Source. Both the service agent and her supervisor knew what I was talking about. That states the quality of Right Source's services in a nut shell. I intend to call back in a week to check on the progress of the 8D.

I was advised they could see the discrepancy and advised the order would be shipped in seven to ten days. I requested the order be shipped as an expedited order and was told it would be shipped on January 4, 2012. I also inquired the order for my drugs and was told they did not have the order. After discussion about this advising my doctor had sent the request to them by fax, they admitted having the order and would ship it in seven to ten days. I requested it also be shipped as an expedited order and was told it would be shipped on January 4, 2012. On January 7, I had no drugs and no contact from Right Source or Humana. I called and went through the same story about not being enrolled and the order not being received and finally told the drugs would be shipped the following day.

On January 13, I called and went through the same as before, the same routine, finally advised the drugs would be shipped the following day. I called back on January 20, 2012 and started the whole fruitless conversations again, with a promise from a supervisor that the drugs would be shipped the following day. January 26, 2012, I called again starting the same sad story again, telling the agent that I wanted to speak to a supervisor for resolution. Hopefully, they have some recording and notes regarding the conversations about the times I called. January 30, 2012, I called and started again with the same stories, this time, being told they needed clarification of the drugs for my mother. I inquired if they had advised anyone of this and was told they had not been able to speak with the doctor when I advised that was a lie and I called the doctor's office to confirm the lack of contact. I requested the doctor send the prescription to the local Walmart pharmacy to be filled.

I called on February to Humana and was told they had not shipped the order for my mother. Then I went to the Walmart pharmacy to pick up the prescription and was told they could not fill the order because Right Source had a claim on file that they had shipped the drugs on January 27, 2012. At this time, I told the pharmacist that I needed to know what must be done because I was not leaving the pharmacy without the drugs. She advised me what needed to be done. I walked outside and called Right Source, asking for a supervisor and proceeded to explain the scenario which had been going on for more than 30 days. I walked back to the pharmacist with the Right Source supervisor on line and let them talk for about thirty minutes while the Right Source order was supposedly cancelled and the Walmart pharmacist filled the order for me.

I carried the drugs home and was surprised in a few days that the order from Right Source was delivered to my mother's home. Now I have letters advising that both our accounts are past due and will be deleted from the Medicare enrollment. The wrong monthly amount is shown to be past due. I have called Humana and advised of all the problems. They told me both accounts are paid in full and they are sorry for any inconvenience. I requested something in writing by email or by mail advising the accounts are paid and not delinquent. This will be a continuing saga unfortunately for the rest of 2012 or for as long as my mother lives and then I will forget that I ever had anything to do with Humana and Right Source!

I called them and told them to remove me from that insecure website and they had no permission to add my personal information nor did I ask to be a member. The guy, which sounded like a complete idiot, told me it would take a week! A week? It only took 5 minutes to steal my information and add it to their site! I am filing a complaint with the BBB and I think it’s time to boot Humana and get a new advantage plan as well.

I contacted Right Source about returning the medicines and was told that Medicare regulations stated that they couldn't take them back even though all packaging wasn't opened and that we had to pay the bill. After being passed around for over 1 hour, I finally reached a rep manager who stated that he was able to fix things with the pharmacy and that we should destroy the medicines and that we wouldn't have to pay anything.

Today, I received another bill saying I still owe $107.00 for the medicines. My husband spent 45 minutes on the phone with a Kassi **, CS manager, employee ID # ** who told him that she spoke with the pharmacy and that unfortunately because they did not make an error and that we didn't return the refused medicines, we would have to still pay the $107 for the medicines even though their CS manager told us to destroy them. We are on a limited income and are both totally disabled.

She wouldn't give me any names or addresses of any of the CS, CEO or president to write to but said I could only write to their.

Beware, this company is as shifty as you can get, right up to the line, and of course, you can't prove anything. They've got the recordings. They say they will bang up my credit for $15.30. This is a very greedy insurance company. Let's hear it for socialized medicine, and let's get rid of these miscreants **.

While waiting, I needed a refill on Advair HFA. When picked up at the pharmacy it was $114+. Previous time was $40+. I called Right Source, & was told it was be-cause I was "in doughnut hole; the Budesonide put me in it". I spoke to the supervisor & explained I never received it. I was told "sorry, nothing I can do". I Received a letter dated 10/28 (but received 11/5) saying, "because it cost $281.53 they would need my approval before shipping". Shipment will be cancelled if the do not hear from me within 14 days.

Today, (11/7) I received a shipment of reduced quantity of Budesonide. A pharmacy, dealing in potentially life- supporting medicines, should not be permitted to "function" in this manner. I strongly suspect the Budesonide, was put into the system for the purpose of getting me into a doughnut hole, so as to charge the substantially higher fees. I see it as unethical, and fraudulent. Today will be the 1st day in which, I will be able to use my medicine since the past 5 or 6 weeks.

Something should be done to prevent a medication provider from acting in this manner. I also believe that I am entitled to a refund of the difference between the cost of the 2nd med & the cost before the doughnut hole. I have not seen ordering MD for some time. So far, subjectively, not aware of any ill effects.

I have spent an unreasonable amount of time on the phone, trying to resolve the issue. I have a heart condition (stent placed within past 2-3 weeks). I suspect the exertion, and stress has not helped this.

I sent in a prescription for Sumatriptan tab and I wrote them an email to try and get my money back and also to tell them to cancel my prescription. But I have not heard back from them. I will call tomorrow and try to get my money back and to stop the prescription. I am so angry because they did not tell me they started charging for these medicines. Why do I have to pick a star for Right Source RX? I do not think they deserve any stars.

The phone was passed to me for the person on the other line to verify my information. She explained to me that they had two addresses on me and tried to reach me to verify which of the address the medication was to be sent to, and that was why the medication was not sent out. This is a lie. I had received medication before this and had just received one of my orders. The employee was silent when I brought this up. She read off a telephone number which was off by one digit, but on my paperwork that I had already received; the phone number was correct.

The Humana employee was lying to me over the whole matter. I wonder why this is their policy. Meanwhile, I have been without my high blood pressure medication in a very stressed-out mode. I missed taking a vacation waiting for my high blood pressure medication.

My grievance was explained, but the Rx I send to him was lost and they have no record of receiving.

How can one expect to be listened to when the CEO doesn't?

Future members, beware.

I will be writing to Medicare to have them removed from the suppliers' acceptable provider list Medicare plan "D".

They are totally incompetent.

Today I talked to a supervisor Jesiele, who said she was so sorry we were out now out of insulin and have been for 2 days now. And it's a shame our doctor is closed on Friday and on Monday because it’s a holiday, and they don't ship on holidays but there was nothing she could do for me and she would try to find out who the Sara was I talked to (note all calls are recorded for customer service she should know everyone I have talked over the last 5 days). Now it will be at least 7 days with no insulin what the ** is wrong with these people.

I can tell you this if I have to take my husband to the hospital in a diabetic coma I will own human. There isn’t one person that works for right source that has any sense, compassion or an I.Q. over 10 and I'm paying for this. Thank you I don't expect any reply to this letter, what you would say. But it would be nice to know someone works in this department

I would have not taken the shipment at such a high price, if I was given the chance to do so, as their policy allows. I called the company when it showed up on my credit card, I was advised that it had already shipped and I was to wait until it arrived, call them again and they would instruct me how to return it and receive a credit to credit card.

I received the shipment today 10/20/10 and called right away. I was given a holy run around, referred back to Humana, who referred me back to Right Source. They will not accept the shipment back as promised, nor will they credit my credit card and kindly offered me a payment plan. These prices are outrageous compared to the marketplace. Prices vary slightly in the open marketplace and I understand that full well. But price gouging like this is against the law but what is the recourse for senior citizen like me? I can't afford this! On an income of approximately $1300/per month. But what can I do?

Several days later, I received a 90-day supply of the generic substitute Azelastine and a co-pay bill for $94.73. I did not have a problem with a generic, but I had a big problem with the $94.73 co-pay when they had listed it as zero. I called Humana to find out how I could return the (unopened) drugs and get a refund. I talked with 4 persons. The first person said they did not accept a return unless they made an error in the prescription. She transferred me to a second person in the pharmacy. In the ensuing unpleasant discussion, she told me the same thing and did not consider an error in listing the price to be their problem. She said that the co-pay listed on the website was only approximate (she apparently felt that zero dollars was a reasonable approximation to $94.73).

I asked to be transferred to customer service. After some reluctance and my continued insistence, I was transferred. I talked with 2 persons in customer service. Both were reasonable but could not help me. They advised me to register a complaint with Humana Grievance and Appeals, P.O. 14165, Lexington, KY 40512-4165. As a side note, I ordered a 90-day refill from RightSource in November 2009. The cost was $74.12 for the non-generic Optivar. Now they want $94.73 for a 90-day refill for a generic substitute. I believe that this is a clear case of price gouging.