Thursday 29th of September 2016 09:17:16 PM
I have been a very satisfied member of Humana Right Source RX going into my fifth year until recently. I do not like to register a complaint unless it is a serious one and it usually falls on deaf ears. On February 18, I ordered online a 90-day supply of Buspirone 15mg, with the dosage of one tablet daily. It took about a week or less to receive, which is usual. Two weeks later, my doctor increased the dosage to three 15mg tablets daily. Since I did not want to waste any medication by getting a new prescription at that time, I continued to use the original supply of 90.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.