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Complaint Details
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Initial Complaint
02/12/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company has faxed over a physician order over 30 times, contacted us numerous times and has harrassed us regarding our patient! They keep sending us orders that we will NOT work with as we believe they are a scam company!
Business response
02/17/2025
We have received the complaint, and it was logged into our system on February 17, 2025, to investigate. Thank you.Initial Complaint
02/12/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Solara is the absolute worst company to get any sort of medical supplies from. I placed an order for Dexcom G7 in the second week of January. I received NO notification of any sort of documentation being needed from my physician, it wasnt until I hadnt received my order and checked on it that I saw documentation was needed. Im a military spouse and we have just moved to a new state which means new doctors. Fast forward, I see my doctor on 02/04 and Solara calls the same evening asking for my physicians name which I gave them. Fast forward again to 02/12 and I go to the app to see if the order has been processed which it hasnt, documentation is still needed. So I get on a live chat with someone at Solara and they tell me a fax was sent on 01/30 requesting office notes. January 30th? How? Solara didnt receive the name of my doctor until 02/04. I then call my doctor and they never even received a fax requesting office notes, they received a request for an updated prescription ON 02/05! So now Solara has not lied once but twice about getting documentation. I am LIVID. If there is a poster child for how companies exploit people with disabilities and truly ONLY care about money, it would be Solara. Because the hoops people have to jump to get the supplies they need to SIMPLY LIVE is absurd!!! Solara doesnt a flying crap! Anyone who receives supplies from them is a mere walking money bag in their eyes. Not to mention the TWO settlements reached for HIPAA violations by this company within the last 3 years. Despicable, disgusting, and negligent are just three words Id use to describe Solara.Business response
02/17/2025
We have received the complaint, and it was logged into our system on February 17, 2025, to investigate. We will be contacting the patient to get this resolved.
Thank you.Initial Complaint
02/05/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have been contacted by a collections agency in regards to an unpaid amount of $515 from Solara from May 2024. When looking at my account online, there is no invoice for this amount for me to see why the charge is that high. I also did not receive any communications about this amount nor did I receive any communications about it being past due. I was making payments on a $368 bill on my account, monthly, starting in June 2024. Each time I paid, I checked my account online to see how much I owed and there was never a charge for the $515. In November I began receiving emails and texts and phone calls from *************** about my debt being in collections. With life the way it has been, I hadn't had a chance to call. I reached out to Solara today and they refused to provide me any information about this charge, could not tell me why I had not been reached out to in regards to it, and would not offer any kind of reconciliation except that I needed to pay *************** so that I can continue to get my insulin pump supplies. When I asked to speak to a supervisor, the agent continued to tell me that they would say exactly what they said. I feel as though this is an erroneous charge seeing as they can not provide me any documentation regarding it, it was never on my account, and last of all, my normal amount for a 3 month supply is ~$115 and I had no change to my insurance.Business response
02/10/2025
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.Customer response
02/10/2025
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
01/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Final demand dated 12/23/2024. 10 days given to pay. Demand received on 1/2/2025.Amount stated on final demand is $210. Online amount shown is $822.25. $210 has been paid. All insurance was in force at time of shipment. Zero explanation given to increase. Zero phone calls received regarding past due. Only calls for refills received. Online payment portal does not show the correct website on the dropdown menu as shown on the statement. This causes confusion and inaccessibility. Amount due was $210. Paid in full. Credit needs to be issued **** for the increased amount that is being charged for no reason.Business response
01/13/2025
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.Customer response
01/13/2025
Complaint has not been resolved. Spoke with the company last week and they stated that though the shipment was sent out and received 9/2024, 10/2024, 11/2024, they had to rebill as of January 1, 2025. They failed to bill all insurance provided. An update and credit was promised, but nothing has been reflected on the account.Business response
01/17/2025
Management has made several attempts to contact the patient but has not received a response to date.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.
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Get a QuoteCustomer Complaints Summary
178 total complaints in the last 3 years.
35 complaints closed in the last 12 months.
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