ComplaintsforLiberator Medical Supply, Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  II have been trying for at least 2 months now to log into my Liberator Medical account. It keeps telling me my email address is invalid, It is not. I have called and spoke to someone at Liberator several time in the past 2 months. They tell me my email address is the one shown in their system and that they will send my info and complaint to the proper ***** and that someone will contact me within 24 to 48 hrs. 2 months and several calls later, I'm still waiting. I asked one lady if I could just close my account and then open a new one. She said yes, Just log into your account and click the close account link. I remined her I couldn't log into my account. Hello!! She then told me someone would contact me within 24 to 48 hrs. Still waiting . They just don't seem to care/

  

  Business response

  06/28/2024

  Thank you for reaching out to us through the BBB, and thank you for working with our **************** team to resolve the account access issues you were experiencing. If you encounter any additional issues going forward, please do not hesitate to reach back out to our **************** team for further assistance. Again, thank you for working with us through the BBB.

  Customer response

  06/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning January the company started calling me to reorder supplies from them. I had changed Insurance companies and needed them to make sure that everything was covered by the insurance and that I wouldn't owe anything. They said they would call when the insurance was changed, and they knew it was covered. They kept calling my house phone and my cell phone trying to get me to place the order without the insurance even being set in place. I had to tell them to stop calling every day. I had over 11 phone calls on my cell and I don't even know how many on my house phone. They called one day and said that my insurance had finally gone through and that everything was covered. It was now February 15, 2024, and I made sure I asked them if the insurance was covering the whole bill before I ordered because I didn't have the money to get a bill if it didn't. They lied to me, and I got a bill from them for $133.55. I have spent hours on the phone over the last few months talking to people and trying to get them to make this right. They have put me on hold and left me there with no one answering it because that department was closed. I called back and someone else answered telling me I was on hold for a closed department. I've been told I would be called back after they listened to the recorded calls and would not be called back. This happened a few times. They can never seem to hear the conversation that I'm not placing the order unless it's all covered. Or me asking when I did place it if it was all covered. How convenient that they can only hear the messages and say whatever they want. But I know what I said, and I waited weeks to places the order just to make sure. That tells you I didn't have the money to just buy something the insurance wasn't going to cover. These people don't care who they take advantage of they are out to get money any way they can.

  

  Business response

  06/11/2024

  Thank you for reaching out to us through the BBB. And, thank you for speaking with our Billing Supervisor to discuss your concerns and reach a resolution. If you need any additional assistance, please do not hesitate to contact us. Thank you again for working with us through the BBB.

  Customer response

  07/08/2024

  I was contacted by someone from Liberator Medical Supply who was finally very polite and helpful. She had my money refunded and I received it at the end of last week. We spoke a few times and I'm thankful that we were able to resolve all issues. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the pure wick system when my wife was in the hospital with a broken ankle upon receiving it. I unpackaged it and tried to get it to work. That was unsuccessful. I then called the company pure to do some troubleshooting that was unsatisfactory. In the meantime, needless to say, the package has been opened, and the unit has been attempted to be used, but because it has been opened and attempted to be used and because its a medical device, it cannot be returned. As far as Im concerned pads and diapers are the best alternative to pure wick system. I think the concept and idea was good but it doesnt work. The hospital systems are more powerful and work. At this point, I have a $329 paperweight that doesnt work as advertised.

  

  Business response

  05/20/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Upon your agreement with the Return Policy, LMS shipped the product to you. Following your notification there may be an issue with the product, LMS representatives offered multiple times to assist with troubleshooting to determine whether the product was working properly, but each such offer was refused. In addition to the refusal to walk through appropriate troubleshooting steps, you have disputed the charge with your financial institution, and LMS is not able to take any action regarding those funds until that dispute is resolved. If you would like to complete troubleshooting so that LMS can either confirm the product is working properly or replace it, please reach out to our **************** team.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a Purewick system from Liberator Medical on 2/2/24 order ********. My mother in law died 2/9/24 before she got to use it. It was returned unopened 2/14/24. We were told we'd get a check in 6 weeks. 3 months down the road all I have are promises that we'll get the check in 10 days each time I call. My mother in law's house is about to be sold and we still have no check. My husband has durable power of attorney and we need that check as we've just about wrapped up the estate. My husband ****************************** can be reached at the number on the account **********. Please help us get this check.

  

  Business response

  05/08/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please note the refund was processed by LMS on April 25, 2024 and is showing as completed in the payment system. If you have addition questions or require further assistance, please do not hesitate to contact our Billing team. Thank you again for reaching out to us through the BBB.

  Customer response

  05/10/2024

   
  Complaint: 21679447
  
  I am rejecting this response because:

  We were told from the very beginning a check would be issued. The credit card in question was closed months ago. No refund was received.

  We just spoke to Purewick customer service a few days ago before the complaint was filed and they didn't see any refund issued.

  The house is about to be sold so no check should be sent to the address of record. We need a check issued and sent to my husband as the trustee and power of attorney of ************************* estate.
  

  *******************************
  

  109 ******************************* VA 23602
  
  Sincerely,
  
  ***************************

  Customer response

  05/10/2024

  We got a bank statement today and a deposit was made from the credit card to the bank account. We have the $534.60 in the bank.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the PureWick Urine Collector System Starter on January 12, 2024. I charged it to a Citicard. My wife died in the hospital, before the unit was delivered. I called the company and arranged for the units return. The shipping box was unopened. I was told to send it back via ***** and that a refund would take 60 days. I shipped it on February 2 and per ***** it was delivered February 8 (see ***** tracking report, attached.) As of April 11, I have not received a refund. I called on April 11, spoke to ***** and was told It was finalized on the 9th and a refund would take 14 more business days. Liberator has had the returned unit for 63 days. I would like the amount of the purchase price refunded to my credit card immediately.

  

  Business response

  04/15/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. The refund was processed by LMS on April 9 and the funds were returned to your financial institution on April 11. Please note it may take 5-10 business days for your financial institution to release the funds to you. If the funds have not been released to you by your financial institution in that time frame, please do not hesitate to contact our Billing team for further assistance. Thank you again for working with us through the BBB. 

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back April ********************** a prescription of catheters from this company. My medical problem was only temporary and even though my doctor has not provided any other prescription, they insist on robo calling every week leaving messages it's time to reorder. I did call a toll free number back in May 2023 and explained I no longer needed their services and they need to stop trying to make contact but the robo calling is relentless. This medical service has become harassment.

  

  Business response

  04/04/2024

  LMS has updated the account and marked it appropriately so that it is deactivated and there will be no further contact. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a PureWick Urine Collection System Starter Set with Battery for $534.60 on November 28, 2023 for my wife who successfully used a Purewick catheter at an acute care facility for recovery and physical rehabilitation after an extensive spinal surgery which left her incontinent. Based on this success we purchased this device fully expecting it to perform at home as well as it did at the facility.To our utter surprise and disappointment, the home unit is nothing like she experienced at the facility. Our experience is very similar to several other complainants. The unit recovered less than half of her nightly output. Attempts to diagnose and troubleshoot with Liberator Medical proved useless. As a result, I demanded a refund for nonperformance. I have made three unsuccessful attempts to dispute the charge with my financial institution, each time citing the merchant's no return no refund policy. I do not want a replacement because no amount of fiddling with the apparatus, as suggested their customer service representatives, was required at the facility. Since our initial use of the product was so unimpressive, my wife has resorted to other measures to deal with her incontinence. As a result, I have a sizeable investment in a useless piece of equipment.The fact that this company refuses to accept that their product doesn't work in all cases and refuses to compensate for nonperformance is fraudulent.At this juncture, I am willing to accept a 50% refund for my trouble and never have to deal with this company ever again.

  

  Business response

  03/27/2024

  Thank you for reaching out to us through the BBB. As you stated, your charge dispute is currently pending with your financial institution; please note there is nothing LMS can do while those funds are in dispute, and also note that we have not been notified of an expected resolution date. Please feel free to contact your financial institution and reach back out to our Billing team once the charge dispute is resolved.

  Customer response

  03/27/2024

   
  Complaint: 21492239
  
  I am rejecting this response because **************** closed the dispute on March 21, 2024 in which my request for refund was denied.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/28/2024

  Good morning. As you can see from the attachment, the first dispute was won by LMS, but the second dispute is still pending. 

  

  Business response

  03/28/2024

  As you can see from the attachment, the first dispute was won by LMS, but the second dispute is still pending.
  

  Customer response

  03/28/2024

   
  Complaint: 21492239
  
  I am rejecting this response because the product didn't work.  
  
  Sincerely,
  
  ***************************

  

  Business response

  03/29/2024

  Please note the highlighted sections in the attached printout from the payment system. Highlighted for reference are: the date in the top left corner which shows today's date; information regarding the resolution of Dispute 1 in favor of LMS; the pending status of Dispute 2, specifically, it reads "Inquiry in review."; and also highlighted is the date the system was last updated, specifically, March 19. It is possible the financial institution has reached a resolution but has not posted the information, or it is possible the system simply has not updated; either way, the funds are tied up until the dispute has been resolved and that resolution has been posted in the payment system.

  Customer response

  04/01/2024

   
  Complaint: 21492239
  
  I am rejecting this response. 
  
  The merchant continues to submit the same explanation citing that **************** decided in their favor which has no bearing on this complaint.  The fact that **************** chose not to intercede with the merchant's return/refund policy is their business.  Plus, there is no way of knowing what agreement the merchant has with **************** regarding such matters that *** require the company to reject my dispute.

  However, it is clear that **************** has never disputed my claim that the product failed to perform.  Therefore, I am holding the merchant accountable for this failure regardless of any stated business policy.  For these reasons I have sought the assistance of the Better Business Bureau in reporting this shameful mistreatment of consumers for which Liberator Medical has a documented history.

  I am willing to meet the merchant in the middle by accepting no less than 50% of my purchase price in order to resolve this matter.  

   

  Sincerely,
  

  ***************************

  

  Business response

  04/04/2024

  LMS can confirm agreement to the 50% refund; however, the payment system still shows the charge dispute is in review with the customer's financial institution, so the funds are on still on hold. LMS agrees to process a 50% refund once the charge dispute is resolved, and the payment system is updated, and the funds are no longer on hold.

  

  Business response

  04/05/2024

  
  LMS can confirm agreement to the 50% refund; however, the payment system still shows the charge dispute is in review with the customer's financial institution, so the funds are on still on hold. LMS agrees to process a 50% refund once the charge dispute is resolved, and the payment system is updated, and the funds are no longer on hold.

  Customer response

  04/05/2024

  I am about to accept the merchant's resolution.  However, I do not wish to close the matter until the refund has been processed.  Does my acceptance keep the complaint open until it is fully resolved?

  Thank you.

  ***************************

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their offer of 50% refund in the amount of $267.30 is satisfactory to me.  The complaint will be considered closed upon confirmation of credit transaction in the stated amount to my **************** account.  
  
  Sincerely,
  
  ***************************

  Customer response

  04/09/2024

  Please reopen this complaint until the merchant fulfills its agreement.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Thursday, January 25, 2024, I purchased a PureWick system for my mother, *************************, who had a fall and broke her hip on January 13, 2024. She thought that she was going to need this item to help with her recovery when she came home from the hospital. The product was never opened. I contacted the company on February 6, 2024, and arranged for the item to be returned within 30 days of purchase. The item was picked up via ****** and I waited several weeks for a refund to be processed. I sent and email to the representative that confirmed my return, and never got a response. So, I disputed the purchase with my credit card company, which is handling the dispute. Today, my credit card was charged again for the product that I returned. I do not understand why a charge for a returned product is trying to be processed against my credit card.

  

  Business response

  03/22/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. Please note our records indicate there has been only one charge, and that charge has been refunded. Please note it may take a few business days for the funds to be released by your financial institution. If you have any questions or need any additional assistance in the meantime, please do not hesitate to reach out to our Billing team. Thank you again for working with us through the BBB.

  Customer response

  03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 23, 2023, I purchased a Purewick System from BD PureWick (Liberator Medical Supply, Inc.). However, upon receiving the items, I realized that I had no use for it. Therefore, I promptly returned the entire package, unopened, via ***** with tracking number #***************, on December 6, 2023. Upon receiving confirmation of delivery, I reached out to BD Purewick to ensure that the return had been processed accordingly. A representative confirmed the receipt of the package and assured me that a refund would be issued within 60 business days. Unfortunately, it has now been well over 90 days since the return was processed, and despite numerous phone calls to the company, I have yet to receive the promised refund. Instead, I have been given conflicting information and excuses, which is highly disappointing. During my interactions with a representative, I have been informed on multiple occasions that the refund was being processed by their billing department. However, these statements have proven to be inconsistent and unreliable. For instance, I was once informed that a refund check had been mailed two weeks prior, only to be told later that the billing department had not yet processed the refund. Furthermore, despite my repeated requests to speak with a manager to escalate this issue, I have been consistently informed that managers are unavailable and that someone would contact me, which has yet to happen. It is evident that BD Purewick has failed to meet the guidelines outlined in their clause for a 60-business day refund. As such, I am formally requesting a full refund for the PureWick System in question. I believe this is a reasonable course of action given the circumstances and the prolonged delay in resolving this matter.

  

  Business response

  03/22/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. The refund has been processed and is being sent to you. If you have any questions or require additional assistance, please do not hesitate to contact our Billing team. Thank you again for working with us through the BBB.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a unit without battery starter kit . A box arrived and the only thing in it was the external catheters . The packing slip claims there is a collection unit in it . THERE IS NO COLLECTION UNIT ! So now I have 200$ worth of catheters that are completely useless without a collection unit . And they cost me 524 $.So I go to the website . It has a frequently asked questions list with shipping concerns in the list . So I check the box . It gives me a phone number and says an agent will gladly help me track my order . So I call the number . It is a sales number . So they give me another number and it is an answering service . So I got off that merry go round .When the box was delivered I assumed it was my full order . So, I brought my mother home from a rehab hospital knowing I wouldnt be getting up all hours of the night changing pissy sheets . And then all day . I get home and open the box . NO COLLECTION UNIT ! I am seething mad and can not get any answers from anyone . They can answer a myriad of phone numbers to sell and collect money but nobody until Monday (allegedly) can answer any concern from a customer that has already paid .Now I am wondering what kind of service I will get if ( and when ) I have problems with it .

  

  Business response

  03/11/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. As discussed with our **************** team, your packages were shipped separately and that's the reason they were not delivered at the same time. That said, tracking information indicates all products have been delivered. If this is not accurate, or if you require any additional concerns, please do not hesitate to reach back out to our **************** team for assistance. Thank you again for working with us through the 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. ↩