Humana RightSource RX Reviews

I called and I was on the phone for 58 minutes. I talked to various people who claimed they were not able to authorize return and will review the case in 3-5 days, which was not acceptable to me since I was running out of my medication. I finally asked for a supervisor who authorized the return. In total, it was a very frustrating and dissatisfying experience that I would not wish on anybody. Please avoid this pharmacy if you can at all.

I finally gave up after an hour and a half of getting transferred and placed being on hold and disconnected. I called my mom's doctor and asked them to fill the prescription at my local pharmacy instead, which I can now pick up in about 1 hour! I then called Rightsource back to cancel the order, and the person did not speak clearly at all. I could not understand what she was saying and I kept asking her to please speak clearly. I was then placed on hold again for about 15 minutes and finally, she said the order was successfully cancelled! Enough said.

My father was a very sick man. He had leukemia, emphysema and congestive heart failure. He went for 4 weeks without his medicines and then somewhere around the end of August, he fell. The doctors said he had a heart attack and was so far gone, with all the other stuff he had going on that there was nothing more they could do! So we took Dad home and got him hospice care. Then on October 7, 2012, Dad fell again and the nurses gave him only 3 to 5 days. He passed away on October 12. I feel that if my father was getting these medicines that RightSource held off on getting them to him, then there would be a possibility he would not have had the heart attack and possibly, he would still be here with us!

They could not or would not provide with the service they supposedly provide when I was a customer and now that I went somewhere else they won't leave me alone, claiming to be concerned about my health. That is BS. They never could get it right when I was a customer and they never will. Their so-called customer service people were rude and very uncaring, and still are even though I am no longer a customer.

I then entered the "Call the Doctor option" which requested the script number, doc's name, phone number, etc. Still, there was no response. I called RightSource again and they were surprised that option was even on the website. Right Source Customer Assistance suggested that I call the doctor in a day or so to see if he was contacted. I did and he wasn't. I thought I'd give it one more try today. I called Customer Assistance and asked, "How do I get a script refilled?" I was told that I had no account as of yet. I was then transferred to the New Account people for activating an account. I began to explain what I needed and what I had previously done. As the person began to respond, I was cut off in his mid-sentence.

I called back again to Customer Service, got a different person and was told I did indeed have an account. I explained what I had been put through and she was sympathetic. She said she had heard it all before. She received about 50 calls per day with a similar complaint. She explained that my doc had to fax a request in with very specific information on the script cover sheet (account, address, etc., etc.). Then if all went well, in 10 to 14 days, I would have my prescription. I also asked how long Right Source had been in business. She replied, "6 going on 7 years."

I responded many other companies had been doing this for years with little hassle for the customer. This wasn't a pioneering effort on their part. Someone should figure out how others are successfully doing business. I told her I was rapidly losing faith in Right Source. She said it was much easier after the first script was filled. Unsurprisingly, I have made the decision not to have them fill my script. Fortunately, I do have a choice.

Right Source promised immediate action and further calls by me showed nothing had been done, except for re-dating my order from 1/2/2013 to 1/17/2013. Reading the complaint of another Right Source customer, it could be their standard practice to try to confuse the customer and cover up their internal problems. I have no knowledge of actual problems other than a Right Source statement on 1/17/2013 that they were experiencing technical difficulties and cannot display New Prescription Request History. I finally received my drugs on January 31, 2013. A very poor performance by Right Source.

Around 1/21/13, she called RightSource as she still had not received her order, and was told there was an address problem. They somehow had two different addresses for her (maybe one from the doctor?) and had been trying to get in touch with her to find out which was correct. We know this last bit was not true as my mother is home most of the time and her answering machine is always on. No one had called her or left a message about verifying her address. My mother said she was getting low on some of her pills and the representative told my mother that she would talk to her supervisor about having the medications expedited to arrive the next day. But wait, it gets worse.

About 1/23/13, my mother called again and was told that her prescriptions were under review by the pharmacy. My mother called her doctor who then called RightSource. RightSource said they had never heard of my mother and had nothing in the system about her. The doctor then called my mother back, got her Humana ID number and called RightSource again. They told her doctor that the prescriptions were under review. My sister also called twice, was told the first time that they could not talk to her for privacy reasons, and the second time, that my mother's order was under review by the pharmacy.

I called RightSource on 1/24/13 and asked to speak to a supervisor. A lady named Spring said that she was "a supervisor in the escalated division." I thought it was odd that they had a supervisor in the escalated division answering normal phone calls, but then again, maybe not. Maybe every phone call they get is an escalated issue. Spring tried to tell me that they had not received my mother's prescriptions until 1/23/13. I told her that this was simply not true as my mother had verified their receipt on 1/7/13. Then, she said there was a question about one of the prescriptions and that they had "reached out" to the doctor for clarification. I asked her, if that was so, why had it taken them several weeks for them to pick up the phone to call the doctor?

And come to think about it, why hadn't they asked the doctor for clarification when he called them twice? After we had been on the phone for about 15 minutes, Spring finally said that she couldn't talk to me for privacy reasons. I said that I was the one that had registered her and my mother had authorized RightSource to talk to me on 1/4/13. She said that was just a one-time authorization and she would have to mail my mother a paper to sign. I said, if she couldn't talk to me about my mother, what had she been doing for the last 15 minutes? I told Spring that I intended to file a complaint with both Humana and Medicare and that I felt their performance left much to be desired.

Today, 1/26/13, I called Portia with Humana and she did tell me that my mother's medications had finally shipped yesterday. Although that was good to hear, my mother had already been forced to call in several of her prescriptions to Walmart or run out entirely. I told her that I still wanted to file a complaint about RightSource, that if Humana did not know how one of their providers was treating their customers, they needed to know. I gave Portia all the details that I am listing here. I also told her that if anyone cared to look, I had run across multiple complaints from other customers about RightSource when I was looking online for a site to file a complaint. She said that she would forward the information and was somewhat vague when I asked if anyone would call me back. She said I really needed to speak with RightSource almost as though Humana had nothing to do with how RightSource operated.

So, I called RightSource and waited on hold. I spoke first with Alexandria who kept putting me on hold, presumably while she looked for a supervisor. She transferred me finally to Allie, who told me she was a pharmacy tech. Allie then transferred me to Damika, who said she was a supervisor. I went through all the details and she did apologize, but I got no explanation for any of this mess or any real feeling that anything would change.

I still intend to forward a copy of this to Medicare and advise others having problems to do the same. Maybe if Medicare starts asking questions, Humana will insist on better standards of performance.

I called Right Source again and told them this. By now I was getting low on one blood pressure medicine and completely out of my Potassium. I called again on the 18th of January and there was no order pending for me. I was told it would take 10-14 days to process once they received the renewal. I informed them that they did have the new prescriptions and I wanted this order expedited and they were to pay for the overnight shipping. I received the authorization from a supervisor for this and, by the way, they found the prescriptions. I also told them that it was Thursday and I expected this order at my house on Friday or Monday. I was told they would call me on Monday to verify that the order had arrived.

I checked the website on the status of this order the next day and I found that the Nifedical and Potassium's last refill dates had been changed from January 4th to the last date I had ordered which was October and November 2012. This shows that someone went in and changed the dates as if I had not ordered these 2 medications. I printed this page out for my records. On the 21st, I received no calls or medication. On the 22nd, I call Right Source again! I had to tell my story again and I immediately asked to speak to a supervisor. Supervisor said she would do everything she could to find these prescriptions and get them sent out overnight. She called me later and actually gave me a reference # for this order and stated it was being expedited.

On the 24th, I called again and spoke to another person, repeating my problem again. I gave her the reference number and she checked on it. She stated that the prescriptions were not received until the 24th of January and it would take 10-14 days for processing. Right Source has now had my order for 20 days, way longer than the 10-14 days. I told her no, I was out of medication completely and could not do without. She informed me that it would be processed and it would be sent by standard mail. I said no, if she would look, on the 17th a supervisor approved overnight, but she could not accept that and she would have get an approval from her supervisor to change the mailing status.

I said fine, but I had to stay on hold again for the 100th time until she changed it. While on hold, I decided to cancel the order as I could not wait any longer for this medication. My cardiologist called in the 2 prescriptions to the local pharmacy and in 3 hours I picked it up. I have written 2 letters to Right Source over this problem, but since reading other complaints on this site, I agree that Humana is the one that needs these complaints. I am sending copies of the two letters to Right Source and writing a letter to Humana asking why they are keeping this pharmacy. Humana and Right Source is on the verge of being sued and when customers start having strokes, heart attacks, withdrawals or death due to their negligence, someone is going to sit up and look around at what is going on. They better do it now before anything does occur, which I truly hope has not happened.

I called on the 9th and was told they had no prescriptions on file for me, so nothing had been ordered. I had my doctor fax them everything they asked for exactly the way they said they wanted it. I waited a week and called for a tracking number. I was told the same as last time - nothing on file and nothing ordered. I finally wound up on a conference call with the Rx and my doctor's office. I listened in while they got everything straightened out. I was told due to all the failures on their part, she would get it filled and shipped immediately. I called for a tracking number and found my order in process for 3 days. On the 4th day, it said it was shipped. The 4th day is Saturday. UPS does not pickup on weekends.

The following Monday is a holiday, so my order will not go out until Jan. 22. I will be without my blood pressure meds for a month if they do get here in the 7 to 10 days they say they will. I do have the option of paying for meds at a pharmacy, with my disability income. I have nothing left to pay for meds so that is not an option in my case. I am filing this complaint on every site I can find. I hope you do the same. These people have a contract with us and are not living up to what we were promised. If I had not experienced how inefficient they are, I would find most of these complaints hard to believe. About halfway down the first page, I see someone has filed a complaint with the attorney general's office.

Our rep from Humana called today, January 16, 2013, and he was told that we needed information from the doctor. My husband is going through withdrawals and we have a 9-year-old son. He sees his daddy going through all of this and our son starts crying and wants something done about it. Now Right Source said they sent back 4 of my husband's scripts regular mail on the 10th of January and that they sent the narcotics out certified mail on the 14th of January. When we called on January 9, 2013, we told Right Source that they have to send all of them back to us next day or two day mail. Right Source said that they can do whatever they want, when they want and how they want. To this day, January 16, 2013, we have not received any scripts in the mail.

We are paying for these services and can't get the drugs needed. When they do not perform and you are without the drug, they state, "Well, just go to the local pharmacy and fill it.” How about they are paid to provide these drugs, not only in monthly premiums paid by my mother, but also paid quite a sum from the government for agreeing to provide these services? This is failure to perform a contract. They are paid way more monthly than the cost of my mother’s drugs. If I wanted to go to the local pharmacy for everything, I wouldn't have signed her up with Humana. We are not in a huge populated area and some of her options for drug and advantage plans are very limited. For those of you dealing with these problems, please contact Medicare and ask to file a complaint. They will investigate it. As for Humana, shame on you for not being concerned that your customers are not being treated properly and not receiving timely medications and having to deal with hours of frustration each time they need a medicine.

I handle my 78-year old mother’s health matters and I couldn't imagine her having to put up with the stress I have. Our seniors deserve better than this! If you can't provide the service, then back out and give it to someone who can. Each time I attempted to speak with someone at Humana about these concerns, I was told they have no one to contact, that I should again call Right Source and speak with a supervisor. Round and round, they didn't seem to hear me that the supervisors were of no help and they didn't seem to care. Maybe Medicare should pay them after services are received instead of on a monthly basis with no oversight to see we are being taken care of. Right Source RX is the absolute worst company I have dealt with ever!

I’ve been dealing with them since July 2012. Supervisors are of no assistance. Rather than try to resolve the problem, they return you to what they call a live pharmacy only to have to explain everything all over again. They respond the same way and nothing gets accomplished. While Right Source is the main problem, Humana is the one who contracts to use them for providing their drug coverage for Humana Medicare Advantage plans. Surely, someone selected this company? We pay our premiums to Humana so I believe Humana should be addressing these consumer complaints. If I sign a contract with a company to provide a service for a fee, I believe they are to perform the contract or be liable for nonperformance. A consumer shouldn't have to pay additional fees to go get refills at local pharmacy when they are promised in contract mail order for the costs they pay to Humana. I hope Humana gets it together and switches PDP providers as this company is awful.

When the drugs arrived, I called back to Right Source to process the return and was told that they would not accept a return. I mailed them back anyhow. Two days later, I received more medications from Right Source. I refused to accept delivery. The drugs have been shipped back to me and I have called RS again. Speaking to a supervisor, Patty, I was told they would accept return of the drugs and I was transferred to a pharmacy technician, Barbara, who then informed me that I would have to pay for the drugs and that she would not process the return. I am contacting my lawyer for his assistance.

I would love to know if the employees handling these cases have ever been trained to do their jobs because I would have to say they have not. I also wonder if they work for free. If not, I would love to send you a bill for the hours and hours our daughter has spent trying to do your job. What is her time worth? I am looking forward to having the opportunity to fill out the patient questionnaire. Believe me, I will take pleasure in completing the part dealing with our experience with Humana Insurance.

So far, two of the prescriptions have been "filled." His doctor's office has given us many days of "free samples", and the pharmacy has filled a few days at a time under emergency needs. We have to make still another trip to the pharmacy, 12 miles from home, to hopefully finish filling the final prescription. To date, our daughter has made no fewer than 20 visits to the doctors office, VA, 3 different pharmacies, and we have lost count of the phone calls, all of this because Humana allowed this doctor to perform the knee replacement surgery, then said he was not allowed to write prescriptions. My husband still has to have his other knee replaced. Will we be going through this again at that time? What would we have done, if our daughter weren't here to take care of all of this? Being that she lives in Indonesia, I doubt she will be here for that one. What will we do then?

I have been a patient of Kaiser nearly all my life, even being born in a Kaiser hospital, and I have never had to deal with this kind of treatment. It's obvious to us that Humana is only in the healthcare business for the money and the outrageous amount they pay their CEO and other "top" officials.

What happened to the advertisement of $4? These prescriptions are medication that we have been taking for years and now they cannot fill the prescription especially when the prescription was sent from the doctor himself. I suggest they hire more help, drop the recorded messages they contact you with and if they have a question, call the doctor and not send faxes as they claim that never get to the doctor's office. Yes, I have read and agree with the other complaints that Right Source RX is not a good business. If you have to go get your medication at a local pharmacy because Right Source doesn't know how to fill your prescription, then the way I see it, you have saved nothing and wasted a lot of time trying to get the problem solved that they created.

Sixteen days later, I hadn't received my medications. When I called, I was transferred around for 90 minutes which they ended hanging up on me! The consequences are my medication has run out on 1/1/2013 without refills because Right Source destroyed the hard copies; lied about the status; and my doctor is out of town until 1/4/2012. I have begun to withdraw from very powerful medications, with a lot of pain and suffering and will have to wait until my doctor returns from holiday on Thursday! Had they told me right away about being unable to fill the medications, I would have had plenty of time to see my doctor before he left for the holidays. The doctor's office claims that they were never contacted by Right Source nor did they fax them any information. I was guaranteed that I was making a sound decision to use their services!

I asked for some sort of verification that this order would indeed be filled and sent out overnight. I was told she thought it would probably be expedited. I asked for absolutely confirmation of that. She put me on hold and told me that her supervisor Joyce had said it would. I asked for Joyce's last name and she said she could not give it to me. I asked to speak with Joyce. An Indian gentleman got on the phone and said that Joyce was not in today and he was authorized to help me as he was the team leader. When I explained to him the issue now was that I had just been lied to about the existence of Joyce, he kept arguing with me about his authority to help me. I finally asked if Joyce existed. He said yes. I asked to talk to her and he put me on hold.

Someone, claiming to be Joyce, got on the line and was able to give me no confirmation, other than her verbal reassurance that the order was now going to be processed and expedited for receipt in 6-8 business days. They told us to go to a local pharmacy to get an emergency supply of the meds. My mother will be going back to the local pharmacy. Right Source's customer service is the worst I have encountered.

But lo and behold what comes in the mail is one prescription, the most expensive one that was almost $20 more than quoted and I have never spent this much on this drug before at CVS. So I called and they said sorry but they didn't have anything about what was quoted to me and that I could send it back if I wasn't satisfied. I talked to a supervisor and she basically said exactly the same thing. Both ladies were outsourced from Korea. I was ticked, and I am still very angry about it. I wish that I could do something other than report them.

I kept checking online everyday to see what was going on with my meds and happened to catch this one. And of course, the day I called to cancel that medication once again, their computer system was down. But when I was transferred to a supervisor, they were able to cancel. Of course, I said I would sue if they charged my bank account for the medication. On top of that, they were holding a script until they could call and verify that I wanted it because the insurance didn't cover it which they have never done before. And since I was already out, I had my doctor call my pharmacy right down the street because it was my mental meds and well, you are not supposed to be without those.

There needs to be a class action lawsuit against this company. In the past several years that I have been forced to use them, I have had way too many issues, not to mention that they have lied several times about their policies. And I can never get a straight answer on how much my meds will cost when I call and for people on a set income, this is important. Plus reading all the other complaints and that's just the people who actually do complain. I know of several people stuck with pharmacy and have issues all the time but won't complain. And it's the end of the year, so next month the costs will go up, and now, I am forced to pay even more for meds I should have had two months of not having to pay that extra cost.

The supervisor Hannah said she was going to expedite my order and I was assured I would receive it in 3 to 5 days. After 6 days and no medication, I received an automated call that said the doctor had never responded. I called and got Lonnie again. She said there was no confirmation number for Lantus and that the metformin was just "now" shipping. Lonnie started repeating the 10 to 14 days crap again and said she didn't know why Hannah had assured me it would be received in 3 to 5 days. I have placed probably 20 calls and no one will help. None of the numerous confirmation numbers are any good and I still do not have my insulin after over 30 days of trying to get it. I'm filing a complaint with the BBB. I asked for the name of the CEO of Right Source and Lonnie said "she didn't know who the CEO is"! Give me a break that she doesn't know the CEO's name of the company she works for!

As of 10/30, I have been waiting for more than 3 weeks to have this prescription filled and it has been canceled twice already, despite the fact that I have called at least half a dozen times to check on it. No one ever notified me when they had problems or questions and almost without exception, every customer service person I spoke with was rude and unhelpful. I had my doctor call the prescription in to a local pharmacy this morning and I asked Right Source to delete me from their customer files. If Right Source was the last pharmacy on the planet, I still wouldn't use them.

I am now told by Right Source RX that they will now be making the decision as to how many strips a person will receive regardless of what the written prescription from their personal physician orders. I received 300 strips the first of October and I am still testing 12 times per day per the label on each box of strips. My doctor's office has called Right Source RX, has completed all prior authorization forms and still Right Source refuses to fill my doctor's orders correctly. My physician's office called Right Source again on 10/25/2012 and again ordered 1,100 strips for me for a 3-month supply. I went into the Right Source website and I saw where this order had been placed and it was being processed.

On 10/29/12, I went into the Right Source website again to see how far along they were with the order for the 1,100 strips. This order was now gone from this site. I immediately called Right Source and I was told that they had never received this order or that it's too large and Right Source could not supply that many testing strips for me. When did it become that Right Source could override a doctor's written prescription? Right Source has a clinical review department and that is where it is decided what a person can and cannot have. This department has never seen me, never laid a hand on me and does not treat me nor anyone else for any condition. What right do they have to decide how many times a day I should be testing my blood sugar? I am so entirely sick of this company.

Also I have two additional prescriptions that are ready to be refilled. I have been told by Right Source that these two prescriptions will be out of stock until December 2012. I have been told that my physician can write a prescription and I can get these prescriptions filled at the local drug store. I can do this, however, I do not get the discounts that I get when ordering from Right Source. This will cost me a lot of other money that most of us do not have.

The associate could not locate all of our records online either and our order history was not available. After placing us on hold for several minutes and then handing us off to another associate, it was finally discovered that the medications had been shipped in error to our billing address, which was different from the shipping address recorded in our online system account profile and listed on our order confirmation. We were told that the orders would be re-shipped this time to the correct shipping address and that we could expect to receive the medications in 10-14 days. We protested about the continued delay in receiving our medications. After 10 more minutes of discussion, the associate finally agreed that Humana would pay for express shipments to expedite delivery.

A month later, on 10/02/12, we placed another refill order online and received another online confirmation number. On 10/16/12 we checked back online to see the status of this order as we had not yet received it. Again, our order history and current prescription data were totally missing from the website. We placed another call to Humana’s customer service, but were unable to reach a live associate. A recorded message played telling us that Humana was "updating" its computer system and that we should call back in an hour. After waiting the prescribed time, we called back and listened to a new message about the "updating" of their computer and that we should call back in three to four hours. On 10/17/12, we called customer service once more. Again, they could not locate our prescription order on 10/02/12, despite giving them the online confirmation number that they originally issued.

Once more, important and previously recorded account profile information about our shipping address and the name and address of our prescribing physician were not available to customer service agents. All in all, it required our speaking to two different associates (again) for a total of one hour and four minutes on the telephone before we could re-place the order and gain their agreement to ship via express delivery. We were told that it only takes two to three days for their online system to update order information into their customer service system. However, there seems to be a total disconnect between these two systems and data is no longer transferring or being retained from their website, which makes their online service worthless.

We really do not want to go through the hassle of changing prescription plan insurance providers, but will feel compelled to do so if Humana has not fixed their problems by the time we next order a medication refill. We certainly cannot recommend to anyone that they join the Humana plan at this time. "Horrible" does not even begin to describe their current level of service!

I am in South Alabama on vacation and I put my mail on hold in Tennessee, so since they did not mail my prescription back to the address requested, I could not even take it to a local pharmacy to have it filled. After asking Allona on what to do, she told me to go to the ER for the pain and explain to the ER what happened with the mail order. That was not an option because it was not an emergency and not the right thing to do! I asked to speak to a supervisor and was called by a pharmacist named Claire. She explained basically the same thing restating the drug problem in the United States and a crackdown from the DEA. I can find no information about the policy change on either Humana or RightsourceRX web sites, no comments from people on the internet either. This policy change, without anyone being notified, is going to cause undue suffering to many patients. This is not an acceptable standard of care for patients.

Boy! This is too dangerous to have such incompetent computer service and customer service. We also have had mix ups with the correct address to send the prescription to. We are in MI for 6 months and FL the other 6 months. I always tell them to mail it to the address we are at! You ask too many and call both of us, and half the time don't leave a code number to return your calls. Please correct your services soon and have better, clearer speaking personnel assisting your customers.

They also claimed that they sent a letter to my doctor in mid-July explaining this and how to go about rectifying the situation. My doctor hasn't heard from them. I had to ask what would be the first approved medication they would allow me to have. If they had simply told the doctor or nurse, who called in the initial prescription, the first medication would be rejected and what to go with, then I'd have my medication by now. I complained about this to RS customer service and the first person (who was clueless) didn't even bother to say, "I apologize for that." I guess that's optional now as they probably pay minimum wage to high school graduates to man the phones. Denying medication plus causing an unnecessary delay in getting what they will pay for is medical neglect in my opinion. I also happen to be a Humana employee and can tell you many others have very strong complaints about Right Source. I can also say they offer poor insurance to their own employees.

Back to RS, I was even told by a former employer's benefits administrator that he does not use it himself because it is so prone to mistakes and problems. The sad thing is I heard from Humana members that some are forced into using RS for maintenance medications. I really feel this borders on anti-trust violations. Certainly, from the posts I have read with jaw dropped, it also sounds like the evidence might support charges of fraud involving the postal service. In orientation, they told us Humana was founded by two lawyers whose loved ones were mistreated in nursing homes. So they wanted to build a company that treats those it serves like family members. I guess they meant family members they wanted to mistreat. Run from Humana and Right Source! So much for the private sector being the best steward of how healthcare is delivered.

After a month, her doctor and I both filed appeals. The doctor's appeals were denied. My daughter continued to decompensate and was unable to control her aggression. She became assaultive to me. I am disabled and in a wheelchair. She had incidents at school and when her boyfriend complained about a staff member at a residential program, she called this person up and threatened to kill him. This would not have happened if she had remained on her **. I sent in my appeal with an authorization of representation required by them so I could advocate on her behalf as well as proof of legal guardianship.

When I called to inquire about her appeal, I was told they did not have the authorization and had thrown away the papers I sent because they were sent to the wrong department. There were no instructions on the appeal paperwork stating that the authorization had to be sent to another department. In short, they told me they did not care if my daughter committed a crime, was sent to jail, was hospitalized or if she hurt someone. None of it was relevant. This is a very bad insurance company that is charging three times more ** than ** and appears to have no interest in serving their clients other than using them for cold hard cash.

Today, I needed RS’s assistance with getting my on-line account to work. To date, I have been unable to see any prescription history or a list of the prescriptions I have on file. I called customer service. I was first miss-routed to Humana’s technical support and then routed back to an RS service rep who placed me on hold at least four times as he attempted to connect with RS’s technical support. After the last request to place me on hold for another "two to three minutes", the apparent standard response, I noted that I had been on the phone for almost an hour. I requested that he have the appropriate person contact me by telephone or e-mail. I was told that they would not contact me by telephone, but only by e-mail, at which point I terminated the call.

As an aside, throughout the call the volume level coming through from the RS phone system was so low I was barely able to hear the rep with my phone volume turned up to maximum. My prescriptions are being filled, although with some processing difficulties. I do not have the ability to use the on-line system to request refills since my prescriptions on file are not visible to me on-line. Service is sufficiently spotty that I will likely choose a different prescription drug provider during open enrollment at the end of the year.

Medications sent and charged without being ordered, without being a new prescription, and for no reason. These cannot be sent back. Then another prescription that was not requested was not sent but RightSource said it was sent. This holds up refilling that prescription from any other pharmacy so you are off the medication completely. Their whole attitude is "I don't care, I apologize." Their logo should be of a person yawning and asleep to emphasize their customer service.

I think there should be a website in the US that lists the prices of all the drugs so a consumer can really compare what they are getting. I am feeling that some pharmacies and drug plans are really taking advantage of consumers and ill consumers at that! I also think Right Source and Humana need to be investigated for fraudulent pricing that kick their customers into the donut hole sooner, which saves the company money. As they say, "something smells rotten".

What we have here is a troubling display of corporate hubris that is simply unacceptable. And try as we might, we can find no basis in law for your "legally confidential" claim. Simply put, we are owed a good deal more than we have been offered. There has to be some accountability here. If Humana disagrees with any point that we have raised, we will certainly entertain a reasoned rebuttal. If you can offer no rebuttal, we believe we are entitled to know what corrective action has been taken. In conclusion, we can find no good reason why Humana should not be more forthcoming. We are asking that you dispense with the legal posturing, reboot the process and put as much effort into your response as we did in bringing these issues to your attention. We are your customers. We are owed nothing less.

Initially, I ran into a two-month-long "brick wall" response when I attempted to order diabetic supplies. Repeated calls to Customer Service produced "no order in system" responses for nearly two months until finally, a rep told me that RS Pharmacy was "reorganizing" their diabetic supplies division, dropping the products I had ordered from their product offerings. She placed a new order for an RS-branded glucometer kit, lancets, and test strips. Still, it took over three weeks until I received a call to confirm my on-hand supply of test strips was down to 10 days; I was promised my order would ship immediately, and I would receive everything in 10 days. RS Pharmacy records will confirm that the actual fill date and shipment of the order did not occur for another 16 days.

In the meantime, I received numerous letters from RS Pharmacy notifying me that my privileges to charge new orders would be curtailed because I had a past due balance with them, and they could not complete charge transactions against my card account. I responded in writing and by telephone, challenging the accuracy and truthfulness of their claims, as they were provably specious and false. I found that the only way they could successfully complete a charge transaction was if I called and demanded that they run the transaction while I waited; this method never failed to generate a confirmation code from the credit card company that the transaction had been approved.

On 5/18/2012, I received a robocall from RS Pharmacy, asking for my authorization to ship unspecified product. I supplied a negative response via the phone keypad, and called back to Customer Service and asked what products the robocall was referring to. The CS Rep could not tell me; I then placed an advance order for a 90-day supply of diabetic test strips to be shipped on or about 6/1/2012, and terminated the call. On 5/21/2012, I received an email notifying me a refill order had been shipped to me based on an order placed 5/18/2012. I immediately logged on to the RS Pharmacy site and checked the status of any orders against my account; the order showed I was being shipped two drugs which I had never even mentioned during the 5/18/2012 telephone conversation. I called Customer Service, and was told their records showed I had placed an order for these products on 5/18/2012.

I asked for a supervisor, who re-asserted the claim that I had placed the order by phone on the date referenced. I told him that this was totally false, and that I wanted a transcript of the call. I was told that until I received the drugs and accepted delivery, I could not expect any further corrective action. I was promised that I could easily obtain a return authorization and return shipping call tag once I had received the products, and that an investigation into my claims that the order was placed fraudulently would not be initiated until that time. I plan to call my credit card company's fraud division and stop the charges to my card; they have been very cooperative in the past when I had similar claims against other vendors.

Based on my experience in the first five months of 2012, I cannot recommend that anyone use this pharmacy. They lie, stonewall, make false and injurious claims, and generally apologetically create nothing but ill will with their customers, who are the literal lifeblood of their business. This business is a complete failure in every aspect but its financial operations, and it deserves to be starved to death of future cash through a customer boycott of both the pharmacy and the insurance company that owns/controls it.

Since I had not ordered anything, I called them as soon as possible (4/30/2012). After I explained the situation to employee, he told me to wait for the package to arrive and then call back and talk to a pharmacist and that person would tell me the correct procedure in order to return the unopened package. On 5/2/2012, the package arrived. I did as I was told and called Right Source. I talked to a lady. She refused to accept the package based upon some rule that if your doctor sends them a prescription of five refills to have on file, they are obligated to mail out all of the refills at one time.

After an uncomfortable conversation with her, I asked to speak to a supervisor. She said one would call me in 24 to 48 hours and that was their policy. I called Humana (Right Source is separate I am told) and that person told me that was not their policy and to call Right Source and ask for a supervisor. I did this and got Thomas who was nice. He made me wait a few minutes and returned to say that it was out of his hands and there was nothing he could do. Am I to believe he was a supervisor with no supervisory authority. I have been using this company for a few years and have several prescription refills on file. When I need one, they mail it to me. Up until now, I have not had this kind of problem with them. I feel like a scam victim. All I want is for them to accept the unopened package back and cancel the order.

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.