Complaints

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:04/11/2025

  Type:Service or Repair 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.

  ADS keeps sending emails asking me to confirm orders...but without specifying what the order is for. There's no information in those emails about the description, quantity, pricing, ship date, or shipping *********** is the designated supplier for my son's necessary diabetes durable medical equipment supplies. So it is hard to simply go to a different supplier. Want them to do: Stop sending me emails asking for a blank check. Only ask for a commitment when you have all the above information, such as description, quantity, pricing, etc.

  

  Business Response

  Date: 04/15/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 4/15/2025, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

  Customer Answer

  Date: 04/15/2025

   The issue is not related to HIPPA.  This is just an excuse.   Yes, they did contact me today  (4/15/25) and they provided the requested

  information without any problem.  So their excuse that they couldn't give me that information earlier

  "due to HIPPA"  is  earlier is bogus. 

  This is a recurring problem with them...they ask for unfettered approval to ship something, without saying

  what that "something" is, nor saying what they're going to charge. 

  -******

   

   

  
  

  

  Business Response

  Date: 04/16/2025

  This is an update to the previous response. What we can confirm is that on 4/16/2025, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  Advance diabetes supply does not process orders when they say they will causing a laps in health management of a child. Even after contracting them on more than one occasion and escalating it to a supervisors level they still do not deliver what they promise. I was promised by a supervisor I would get an emergency Dexcom in the meantime they processed my order that was more than 10 days behind and I did not received that either. It is not the first time *** had to deal with their lack of professional and lack of accountability, but it is the first time I take it to the bbb.

  

  Business Response

  Date: 03/31/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 3/31/2025, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

• Initial Complaint

  Date:02/25/2025

  Type:Product 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.

  They do not answer their phone and they cut off your call on purpose. They constantly fail to fulfill my diabetes reader subscription on time, leaving me going several weeks a year without being able to know my blood sugar levels, and I am on insulin. Whenever I can get through I ask for expedited shipping so I do not have these gaps but not only do they never do that it always takes at least 2 weeks for anything they ship to arrive. Way too long. They cheat me to save themselves and my insurance amcarrier money

  

  Business Response

  Date: 03/12/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 3/12/2025,our Quality Team spoke with the consumer, and a resolution has been provided.Thank you. 

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue is ongoing, and began sometime in 2024, I believe. Advanced Diabetes Supply is consistently not shipping my diabetic sensors and transmitters until I call them. The confirmation email that they provide to me states that it will shipped out on a specific date, but it never has been shipped out on that date. They also state that I will get a call from them if there are any delays on the order. I have never received a call from them in regards to an order, and one order was over a week late. This impacts my health, and there is no reason for it. Once in a while would be one thing, and I would be understanding. But every single time is not acceptable. I am only using them as a DME supplier because ******** is forcing me to. But their incompetency is effecting my health. And I feel like something needs to change. I don't know what else to do. I have told them every time I reorder that this is not okay, and they don't seem to feel the need to change. They don't have a patient portal that allows me to access my account information. They only have a payment portal. I don't even know what my account number with them is. Their communication is horrid.

  

  Business Response

  Date: 03/05/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 2/26/2025, our Quality Team spoke with the consumer and provided a resolution. Should the consumer have any additional questions or concerns, she may contact us at: *************************** Thank you.
  

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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 daughter is a type one diabetic and gets all of her diabetes supplies for her pump and Dexcom through advanced diabetes supply. This last supply order time before that, they have delayed almost a month with sending a shipment. My insurance covers 100% of all equipment costs for my daughters pump and Dexcom. The last time we were eligible for a refill on her Dexcom sensors and insulin pump supplies, I finally got a hold of someone after after a month had passed when it said the supplies would ship out, and they told me that it takes a while for prescription insurance approval. So I called my insurance company and they said that they had approved a month ago. The shipment literally was sent out via *** the next day. I felt that they had dropped the ball and were trying to cover their tracks. Now here comes the next time she has been without her sensors since the middle of January and we are running out of insulin pump supplies. It stated that it would ship Out On January 13 but no one has sent me any tracking. I have tried to reach out with no resolution. I have sent many emails as well. The sensors were supposed to ship out on the sixth and still nothing from that either. This is a life-threatening disease my daughter has, and she requires these supplies to live. I just need the supplies! In the very beginning, they were great, but then completely dropped the ball. They got approval same day and it ships the next day but this time a month is a month too long as they only ship me the exact amount to last 90 days. I just need my supplies for my daughter!

  

  Business Response

  Date: 02/17/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 2/14/2025, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

• Initial Complaint

  Date:01/09/2025

  Type:Delivery 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.

  Pure Harassment May I add to the extensive 11-pages of active complaints you have against Advanced Diabetes Supply (ADS). I was referred to Advanced Diabetes Supply by my wifes Endocrinologist as a possible exclusive supplier of Libre 3 CGM through ********. At the time my wife was using Insulin and ******** fully covered the ***** Several months ago, she stopped taking insulin so ******** would no longer cover the costs of the ***** However, I have twice called ADS to inform them that ******** was no longer covering the costs and requesting they close her account. This they refuse to do. Instead, they have continuously harassed us with daily phone calls, emails, and text messages demanding we confirm a resupply order that we have no means to pay for. These are highly aggressive messages that virtually insist you confirm the order with no access to customer service representatives or options to cancel the order. I think you have numerous similar complaints on file. I would greatly appreciate it if you could contact them, get them to stop harassing us close my wifes account.Thank you for your assistance.******* ******* on Behalf of Loan *******, DOB: ***********, ***************************************************

  

  Business Response

  Date: 01/14/2025

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 1/13/2025 and on 1/14/2025, our Quality Team made attempts to reach the customer by phone and email. We have provided our direct contact information to reach one of our Senior Quality Specialists. Thank you. 

  Customer Answer

  Date: 01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was repeatedly told by various Advanced Diabetes Supply employees that I would not have to pay anything for my diabetes supplies. They called me several times seeking authorization to ship the supplies and each time said I would not have to pay anything. There were no qualifications to those statements, such as "you will have to pay a co-pay or deductible." They simply said I would not have to pay anything. AFTER shipping the supplies, Advanced Diabetes Supply sent me a bill for $135.80. When I called to complain, I was essentially told I should have intuited that there would be charges with no recognition of what I was told by several of their employees.

  

  Business Response

  Date: 01/09/2025

   Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to ***** and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 1/9/2025, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

• Initial Complaint

  Date:12/30/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Advanced Diabetes Supply (ADS) due to their unacceptable business practices regarding my daughters prescription order. My concerns are as follows:1.Lack of Copay Information: At the time of ordering the prescription, ADS did not provide any information about the copay or cost of the prescription. This lack of transparency is concerning and ***************** Invoice Included with Order: When the prescription order was delivered, no invoice or cost breakdown was included in the package.3.Misinformation About Account Balance: When I contacted ADS to inquire about the cost of the order, I was explicitly told that I did not owe anythingthere was a $0 balance.4. Issues with Account Setup: When attempting to create an online account for my daughter, I requested an invoice and account number from ADS. The numbers provided were incorrect and did not work for account *************** and Unaffordable Invoice: Two months after receiving the prescription, I received an invoice totaling $1,833.14. This amount is entirely unaffordable. If I had been informed of this cost during the order process, I would have refused the order. Furthermore, had I been made aware of the cost upon receiving the prescription, I would not have used it and would have returned it immediately.These actions are not only highly unprofessional but also exploitative and easily avoidable with proper transparency and communication.Resolution Sought:I am requesting to return the remainder of the unused prescription order and pay only the invoiced copay, as this is the only fair resolution. I cannot afford the $1,833.14 that was billed to me without notice or consent.This situation has caused unnecessary stress and difficulties for my family. I trust that the BBB will assist in holding Advanced Diabetes Supply accountable for these egregious actions and ensuring a fair resolution.Sincerely,******* ******

  

  Business Response

  Date: 01/08/2025

  Please know that we appreciate being contacted, but due to professional,ethical, and legal issues (including considerations related to ***** and privacy statutes), we are only able to communicate directly with customers.What we can confirm is that on 1/7/2025, our Quality Team left a voice message for the consumer to contact us, as a resolution has been provided. Ty. 

  Customer Answer

  Date: 01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:12/04/2024

  Type:Order 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 have been refused my prescription from this company since July of 2024 with claims of no prescription or wrong prescription. I have verified multiple time with my doctor that everything needed was provided to this company. They claim they haven't received anything even though confirmation was sent. Constant lies of them receiving what they need and will send out my order, once i call they change their story and say nothing was received from my doctor. 6 months of not receiving my prescription because they play games.

  

  Business Response

  Date: 12/13/2024

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 12/12/2024, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you. 

• Initial Complaint

  Date:11/27/2024

  Type:Delivery 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.

  Since using this company when they ship my Libre 3 sensor I'm always missing 1 sensor to get me through until the refill shipment arrives. I'm not sure why this keeps happening when my insurance covers me to have these supplies. What am I supposed to do to monitor my glucose level during this delay/shortage of a sensor? I have spoken to AVD about this a few times regarding this and it seems they shrug me off without any solution.

  

  Business Response

  Date: 12/03/2024

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 12/2/2024, our Quality Team spoke with the consumer, and a resolution has been provided. Thank you.