Complaints

This profile includes complaints for Solara Medical Supplies LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Solara Medical Supplies LLC

  2084 Otay Lakes Rd Ste 102 Chula Vista, CA 91913-1368

  
• 

  Solara Medical Supplies LLC

  PO Box 743708 Los Angeles, CA 90074-3708

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:12/28/2022

  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 placed an order with Solara, and this order was pended because there are no clinical notes on file - my last doctors appointment was in April due to a death in the family and then us having COVID, but I have an appt on 1/2. They have made very clear that there is no exception process to this rule, even though I had insurance on the phone, who stated this requirement doesnt exist from their side and this is purely a Solara policy. It should be illegal for a medical supplier to refuse to provide medical supplies to a patient who has an active prescription when insurance doesnt require prior authorization or clinical notes, or there should be a clear exception. The alternative for many of us is to not have supplies and jeopardize our health, especially where in my case, Im leaving town in 2 days.

  

  Business Response

  Date: 01/05/2023

  Thank you for your patience, we are working with this department for resolution.

• Initial Complaint

  Date:12/23/2022

  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.

  Unethical business practices from Solara Medical. This company handles my Dexcom supplies. I just started using the Dexcom in September 2022.Every 90 days I need a transmitter which is a battery.Solara Medical failed to put this transmitter in my account and at the 90 day **** I did not have a transmitter. When I contacted them on 12/19/2022 to advise them of the issue they said they would send out a transmitter to me overnight I and I would received it on Wednesday, 12/21/2022. Every day I called to check the status and was told that the order was hung up in the system but would be pushed through. On 12/22/2022 I called again and was told the order was shipped and it was shipped overnight. Last night, I received a shipping notice from *** for the package and it shows it was sent *** ground with a delivery date of 12/30/2022. Once again, I called Solara Medical today 12/23/2022 they are assuring me that the package was sent overnight and the *** changed the delivery service. *** does not have the ability to do this. I have confirmed with *** and they show the package was sent *** ground. When I called countless times today to Solara Medical, I have been bounced around from person to person and disconnected. I still have no answers on the matter. Solara Medical is an unethical company. They lie about the things they are doing. I am a type 1 Diabetic in desperate need of this transmitter to use my Dexcom sensor and Insulin Pump. They failed to take responsibility for this issue or rectify it properly and continue to lie about it. I would like for them to take responsibility for this issue and get me the needed transmitter overnight as promised.

  

  Business Response

  Date: 01/04/2023

  Good Afternoon *******, 

  My name is ****, and I am contacting you from the *************************** of ************

  Thank you for your inquiry, we appreciate the effort you made to contact our company and welcome the opportunity to respond to your request.

  I would like to acknowledge receipt of your grievance on January 04, 2023. 
  
  I have notified my team of the allegations; and we are working diligently to provide a resolution.
  
  Please acknowledge read receipt or call ************ or email ********************* to confirm this correspondence was received.
  
  Thank you,

  **** De La ****
  Resolutions Associate, Corporate Compliance, AdaptHealth
  E: *********************
  P:************
  adapthealth.com
  
  Click here to view the AdaptHealth family of companies, adapthealth.com/familyofcompanies
  
  Confidentiality notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and/or privileged information. If you are not the intended recipient(s), you are hereby notified that any dissemination, unauthorized review, use, disclosure, or distribution of this email and any materials contained in any attachments is prohibited by Federal and State Law. If you receive this message in error, or are not the intended recipient(s), please immediately notify the sender by email and destroy all copies of the original message, including attachments.

• Initial Complaint

  Date:11/30/2022

  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.

  I would like to file a complaint against a representative by the name of *****. I called in reference to my son's diabetes medical supplies and the way she spoke to me was very very rude and disrespectful like. She cut me off while I was explaining to her what my call was about. Her attitude with me was insane. I took it as racial profiling because when she answered the phone she was very polite. As soon as she heard my voice and noticed I was an African American woman she became very rude and disrespectful instantly. This is a very serious matter. All calls are suppose to be recorded and I would like for that call to be listened to and this representative to be punished. I called approximately at 9:51 am.

  

  Business Response

  Date: 12/05/2022

  We apologize for the inconvenience you have encountered.  A team member from our corporate compliance department will review the account and reach out to the patient's mother.  

  Customer Answer

  Date: 12/07/2022

  
  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:11/28/2022

  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 have been having issues with ****** agents knowing &relaying the correct information. ****** says it could take 7 days to reach me once its actually ships and with my order I'm suppose to get test strips so that I'm able to calibrate my machine but they refused to send me any. I was told that my medicine couldn't be sent any earlier because it through ******** but ******** said that is incorrect and they should have submitted **************** could be shipped earlier. Being frustrated & told incorrect information I contact ******** again about not being able to receive test strips and they contacted ****** and informed them that they are required to make sure I have test strips because that's the only way to calibrate the blood glucose machine and check the accuracy of my results. My quantity is for each shipment is 6 sensors which equals around 90days. I contacted ****** on or around November 3,2022 and inquired why I was only receiving quantity of 2 and was told my Chart Notes expires every 6 months and I was past due even though technically my expiration date isn't until November 8 . I've asked why wouldn't any contact me and let know I have an expiration date to get my supplies and no one could answer that question. I contacted ****** again November 28,2022 and the first thing Solara specifies is that they are recording the conversation so that we both know we're being recorded. The conversation started off nice until she didn't have the basic information on when the last chart Notes received was. SOLARA told me my chart note expired in January 2023 but when I told Solara I was confused because I was told per the recording that I have from November 3 my chart note had already expired. I asked specifically for the last and most current date of my last doctor's visit in their records which should be November 23,2022 which would put my expiration date around June 2023. She refused to give her name because she felt she could record me but I can't record her.

  

  Business Response

  Date: 12/01/2022

  To Whom It May ************************ are in receipt of our mutual patients concerns and we are diligently working to get this matter resolved asap. We apologize for our patients experience thus far.

  We will be contacting the patient immediately to provide an update and our finds to help get this matter resolved as quickly as possible.

   

  Thank You Resolutions Team

  Customer Answer

  Date: 12/01/2022

  None of my concern have been addressed or resolved. I can't accept a resolution that hasn't been attempted. ****** has been known to not follow up once I'm no longer on the phone with them.

  

  Business Response

  Date: 12/02/2022

  Hello,

  An Agent should be reaching out to you today if not Monday morning. Please look for that communication and an update regarding this matter.

   

  The Resolutions Team

• Initial Complaint

  Date:11/26/2022

  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.

  The Transmitter failed over 2 months ago. I called Solara they told me that my insurance would not cover a replacement until after Nov. 13 2022. If I wanted a replacement it would cost me over $500 out of pocket. Its November 26th and they sent more sensors but no Transmitters.I have had so many problems with Solara. One of there would tell me one thing then another would tell me something entirely something different. Why cant they get anything straight. This is medical equipment that we need to live. Why are are they messing with our health?

  

  Business Response

  Date: 12/01/2022

  We apologize for any inconvenience and have sent to upper management to review.

• Initial Complaint

  Date:11/11/2022

  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 am an insulin dependent brittle diabetic who is on permanent disability.I have ******** and a secondary insurance through my husband and his employer.On multiple occasions, Solara Medical Supply has canceled my diabetic supplies due to an internal error of improperly inputting my insurance information.Solara is well aware of this problem and the immediate need for my diabetic supplies.I have even offered to pay for the supplies in full and then be credited back later when they fix all of the moving pieces to their error, but they still will not give me my sensors or transmitter. I have gone without my supplies for over 2 months this time around, and this is not the first time their company has made this error. In the meantime, my health and well being are suffering and while I am on a limited fixed income, I can not afford alternate supplies out of pocket.This is unacceptable.

  

  Business Response

  Date: 12/23/2022

  We apologize for any inconvenience caused to the consumer.  Her account was reviewed, and supplies were shipped out to her on 11/23/2022 and delivered on 11/29/2022

• Initial Complaint

  Date:10/18/2022

  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.

  I receive Dexcom continuous glucose monitor system from Solara, which requires wearing a transmitter to work. Approximately, 3 weeks ago my transmitter expired. I called Solara to order a replacement. I was told that it would be shipped the next day. When it did not arrive I called again, and again and again. Each time I was told that it was being shipped the next day. I am very upset that a company would not just fill the prescription and ship it to me. Yesterday, I called Dexcom to see if they could help me. In my 77 years of life, I have never had a pharmacy not fill a prescrlption in a timely manner. In addition, ******** will not pay for a glucose monitoring kit since I am supposed to be using this Dexcom system to monitor my diabetes. Could you help me, please.

  

  Business Response

  Date: 10/19/2022

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach back out to the patient. 

• Initial Complaint

  Date:10/11/2022

  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 called on Sept 28 notifying them that I needed a refill on my sensors and transmitter. My credit card was charged that same day. Ten days later I still had no supplies. I called the company telling them I was now out of supplies on a Friday and asked them to overnight them, they said not a problem. It is now Tuesday and my supplies have not even been shipped. I'm on the phone with them for the past 2 days 2 to 3 times asking for shipping information that they cannot seem to be able to provide. I try to log on to the app and get an error message. Call the company back and they say there are a large number of people signing up for the app that's the issue. Got told to create a new account again and that my information would be moved over, I am still receiving the error message. Most frustrating experience dealing with the company. They used to be so on the ball and it's horrendous lately. Annoyed that I'm stuck with them because of my insurance.

  

  Business Response

  Date: 10/12/2022

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patient. 

• Initial Complaint

  Date:10/11/2022

  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.

  Demand is made that you ship the above-referenced Order TODAY, without further delay. Should there be any issues doing so, please contact me today at ************. The prescription I need IMMEDIATELY is the Dexcom G6 Sensors. These can and should be shipped IMMEDIATELY, and demand is made that the sensors be shipped IMMEDIATELY. I have asked for this already, and been IGNORED. This company is a disgrace. My next step is my insurance company and the attorney general. Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 10/18/2022

  We apologize for any inconvenience caused to the consumer.  The supplies in question were delivered to the patient's door on October 12, 2022, by UPS.  If there continues to be issues, please contact our ********************** at ************ or by email *************************** 

  Customer Answer

  Date: 10/18/2022

  
  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:10/07/2022

  Type:Billing 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.

  Charging me for supplies not rendered and telling me late delivery dates by changing the delivery dates. Hard to contact to anyone to talk to.

  

  Business Response

  Date: 10/11/2022

  Hello and thank you for providing this information.

  We will be assigning one of our teams members for follow up and investigation.

  Thank you

  Corporate Compliance Department