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Complaint Details
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Initial Complaint
11/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am reaching out to formally dispute a bill I received from Solara Medical in September 2024, totaling $1,561.20, for supplies allegedly ordered and received in April 2024. I have made multiple attempts to resolve this issue, contacting Solara regularly each month since September, yet no resolution has been reached. Each representative provides differing information, and despite my requests, I have not been provided the recording purportedly confirming my order. This leads me to believe there is no such recording.For clarity, I ordered and received my medical supplies from my local ******* Pharmacy on April 12, 2024, and have not received any supplies from Solara. Solara asserts that an order was delivered to me on April 19, 2024, yet they have been unwilling to provide further details or work towards a resolution.Having previously ordered from Solara when other options were unavailable, I switched to ******* Pharmacy due to the more reliable service and convenience they provide.I would appreciate your assistance in resolving this matter promptly, as I am confident there has been an error in this billing. Thank you for your attention to this issue.
Business response
12/02/2024
Per our ******************** After a thorough investigation by Leadership it was determined that the call interactions surrounding the order were not handled properly and the invoices in question has been written off 11.29.24. The patient currently has a zero balance on his account.Initial Complaint
10/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had nothing but issues with this company. Trying to get diabetic supplies for my son has been a nightmare. They contacted me over a month ago to start the reorder process. Everything has been cleared by the doctor, I have paid, insurance is good, and yet those supplies have not been delivered. I am told a different date every time I contact them which is no easy feat either. These are life saving supplies and they have zero business withholding them. They have moved the call center to *****. You cant talk with anyone in the ** even if you ask. There is no supervisor you can speak with or anyone to help you expedite the process.Business response
11/11/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.Customer response
11/11/2024
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
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered Dexcom supplies for my son back in August of 2024. Solara charged my credit card over ******* for the supplies. When the shipment arrived, it contained both Dexcom and pump supplies (which I did not order). I contacted Solara to get an rma and returned the pump supplies back to Solara. I inquired about the ******* dollars that I paid because I received the explanation of benefits back from my insurance company and it stated that the supplies had been covered 100%. I have been calling and calling Solara for this refund for about 2 months now and I get varying explanations as to what the status of my refund is and my money still has not been refunded, not even for the pump supplies, which I returned. I keep asking to speak to someone in billing only to be disconnected.Business response
11/06/2024
This has been closed, monies have already been refunded. I spoke with the patient's mother yesterday to confirm the $1020.66 has been refunded,Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Constant, daily, harassing telephone calls and messages from Solara, coming from a new phone number each time, advising me that it is time to order supplies, but I do not need supplies. I called Solara and asked them to stop calling, but I am still receiving calls every day.Business response
10/29/2024
Thank you. We have received the complaint and will work with the patient to get this resolved.Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I started a new health insurance plan at the beginning of this year and I was calling different durable medical equipment companies to find out pricing for my diabetes supplies. I called four different companies asking for the pricing of the Dexcom G7 CGM system, and explicitly advised each company that I was not looking to place any orders, but simply wanted to know pricing information. Each company I spoke with said nothing would be sent and I would not be charged until I gave authorization and approved it. I never approved or authorized Solara Medical Supplies, **** to send or charge me for my diabetes CGM supplies; I only asked for a quote.I ended up receiving three months of Dexcom G6 sensors and six months of Dexcom G6 transmitters. I have called them on Feb 5, April 19, May 16, May 23, June 13 and July 22 asking for a return label. They always say I am going to be emailed it but that it will take anywhere from a couple of days to about a week to process before I will be emailed it. They also have a Past Due bill notice for me in the amount of $270.88 that I received while I was out of the country for work. Because they have failed to work with me to return the products, I am left with no choice but to report this conduct.Business response
08/05/2024
We apologize for the inconvenience the consumer has encountered. A team member from our Corporate ******************************* will have the account reviewed and contact the patient to discuss our findings.Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have ordered through Solara in Aug and Dec 2023 and they billed my insurance (****TX) as ****** **** (a Texas NPI and subsidiary of Adapt/Solara), but on 3/19/24 our order was billed through Solara (out of state NPI?). We used the same process to order it as we had previously and even confirmed that our insurance information was correct before placing the order. This charge went through as "out of network" because **** of ***** will only allow Texas NPI for in-network claims. My wife contacted Solara to notify them of the error, she was treated rudely by an unnamed man. He said he needed an *** to help and refused to listen to her concerns. He also said that it was going toward my new year deductible but my deductible year is 7/1/23-6/30/24. He would not listen to her when she tried to tell him that. She decided to give it a few weeks for him to get the *** and try again. We talked to "****" on 6/4/24. She said understood the problem, expedited review of the claim and gave us a reference number. On 6/18/24, my wife followed up with "******" who represented herself as a billing supervisor. She stated that there were no notes on the account from my previous conversations with the rude man or ****. My wife explained to her the problem multiple times and asked her to resubmit the claim under the correct NPI. She went so far as to 3-way call with ****. The **** representative reiterated everything that my wife had told her and suggested that the claim be re-submitted under the proper NPI. "******" was incredibly rude during this conversation to the point where the **** representative filed a complaint on my behalf with ****. I listened to the entire conversation and was shocked at how we were treated. The claim has yet to be resubmitted properly. I feel that they have misrepresented themselves and their mistake has risked my health and negatively impacted me financially.Business response
08/01/2024
The ******************************* will contact the patient and get the issue resolved.Initial Complaint
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Solara twice overcharged me. Each time $180.00 equals $360. They also billed for the same supplies ******** $1125 ANDS$375. The usual cost for the Abott sensors is about $30 to $35 at retail. I want my payments refunded as there is no reason to charge me a co-payment as they were paid by ******** and my Part B supplement.Business response
07/18/2024
We apologize for the inconvenience and have upper management reviewing this account. We will contact the patient once completed.Customer response
07/19/2024
I was charged for ****** sensors at about $30 each although Solara billed ******** for the very same sensors. No copy is required by me. I want my money refunded and to halt billing for future sensors.Business response
07/19/2024
Billing management has reviewed this account with this response: There has not been any charges on this patients account that was patient responsibility, patient has not been sent a bill nor has Adapthealth received any payment from the patient. We can send the patient an account summary upon request.Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Solara charged my old insurance, United Healthcare (UHC), 3 separate transactions for 3 months' worth of continuous glucose monitoring (CGM) supplies. Solara always charged my insurance 1 sum charge for supplies, never split apart. UHC was charged on December 2023, January 2024, and February 2024, when they should have only been charged in December 2023. Because my coverage by UHC was terminated in January of 2024, they will not cover for those 2 months in 2024, leaving me with a cost of $650 total for two months of CGM supplies when Solara should have charged UHC for the supplies all at once. I spoke to UHC and they said they can cover the cost as long as Solara submits a corrected claim for all 3 months to be charged December of 2023.I receive a statement of benefits that UHC has retroactively paid a portion of the cost, leaving me with a copay of $195.00 in May. I paid the balance on Solara's website in June 2024. But I have now received another invoice for $650.00 even though UHC has already paid a portion of the balance and I have already paid my copay. I am requesting these charges to be adjusted and removed from my balance, as insurance have already paid and I have paid the remaining copay.Business response
07/08/2024
We apologize for the inconvenience and have escalated to upper management to review. We will contact the patient once completed.Initial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Solara Medical has charged me twice for Libra III sensors I did not receive. I paid it once because I was on auto pay and did not have a choice. I turned off auto pay and they continue to call me saying I owe for another shipment which I did not receive. My insurance, Priority, paid their share and now I owe $52.00. Solara claims that since my insurance, Priority, paid then I must have received the sensors. I did not! Solara calls everyday and is threatening to send me to collection if I do not pay the $52.00. If I do pay it, it will be two boxes of sensors I never received. They are not nice about it and do not believe nor care, they just want their money. If I pay them, will they continue to call every month and claim I owe them money for more shipments that are never sent!!!!!! Please advise.Business response
06/27/2024
We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient once completed.Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Now I am into week number three of having no g7 supplie to monitor my blood sugars. I called and someone had the wrong shipment date assigned but I still havent gotten my supplies. Then I received a bill for over 1k staring you will be charging my payment method because someone deleted my insurance information out of the system. So Im being billed, have no supplies and usually never get them in time anyways. How am I supposed to monitor my blood sugars? My insurance covers the entire bill as well so I want the erroneous charge corrected, along with my insurance information that hadnt changed in 21 yearsBusiness response
06/26/2024
We will have the account reviewed and the patient contacted once we have had a chance to look over the account.
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Get a QuoteCustomer Complaints Summary
185 total complaints in the last 3 years.
41 complaints closed in the last 12 months.