ComplaintsforLiberator Medical Supply, Inc.

Medical Supplies

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
09/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have requested the company stop calling me about reorders FOUR TIMES the last being 09/04/24 at 1700 hours when I spoke with **************** person ******* who assured me the calls would stop. I said any more calls I would consider harassment. I received yet another call this morning at 1001 hours. I intend to complain to the ******************************** this AM.
Business response
09/06/2024
Thank you for contacting us through the BBB and for allowing us to address your concerns. Your account has been updated in accordance with your request. Please do not hesitate to reach out to our **************** team should you require any additional assistance.
Initial Complaint
08/26/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order on August 19th for a Pure Wick device. I noticed that the tracking number of my package indicated that it was in *********, **, which was concerning because it was shipped from *******, ** and I live in ****************. The package missed its delivery date and I contacted Liberator on August 22nd to see about my order. The person I spoke with said my package is lost and that they would send another one to me. I have been waiting and calling multiple times to see about my reissued order. Today, August 26th I was told that Liberator would not be issuing a replacement order until they receive a return call from ****** I have requested to speak to a manager and I have been told numerous times that I would receive a courtesy call back. I have never received a call from any manager. Furthermore, its not a courtesy when my order is lost, they have taken my money and the refuse to solve the problem. They have no right to keep my money, while refusing to replace my lost order.
Business response
08/30/2024
Thank you for reaching out to us through the BBB and for allowing us to address your concerns. Tracking information indicates your order was delivered on Wednesday, August 28. If the order was not delivered, or if you have any additional questions or concerns, please do not hesitate to contact our **************** team.
Customer response
09/11/2024

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
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
3 yr product warranty disclaimed as consumer did not purchase a canister and hose every 60 days for $60, $360 annually, which is coincidentally the cost of an entire new Purewick Urine Collection System, deceptive business practices being perpetrated against the incontinent elderly
Business response
08/01/2024
Thank you for contacting us through the BBB and for working with us on this resolution. As discussed with LMS ***************** your replacement unit has been shipped and will be delivered tomorrow (Friday, August 2). Should you have any additional questions or concerns, please do not hesitate to reach back out to our **************** team for assistance. Again, thank you for working with us through the BBB.
Customer response
08/13/2024

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
07/23/2024
Complaint Type:
Delivery Issues
Status:
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.
The Purewick urine collection machine provides us not enough but fixed suction force, which you could only found out after you use it. On top of this flawed design, their return policy also set up a dead circle for you to keep a non-refundable but unusual machine. I am willing to pay 15% of the restocking fee but being able to get refund for the unopened new replacement (which I received yesterday), no need for apologies from the managers for the twice "wrong info provided by their customer service ***** If I failed to get refund, at least I should warn other people for the potential trap. Thanks for helping.
Business response
08/02/2024
Thank you for contacting us through the BBB,and for allowing us to address your concerns. As discussed during your conversation with our **************** team earlier this week, the Return Policy provided at the time of purchase states we are not able to accept returns on these medical devices once they are opened; and please note that receiving a replacement unit as part of the troubleshooting process does not circumvent the Return Policy. Our **************** team also let you know they remain willing to walk through any additional troubleshooting with you to ensure your products are functioning properly, and/or answer any additional questions you may have. Thank you again for reaching out to us through the BBB.
Customer response
08/05/2024

Complaint: 22030286

I am rejecting this response because: The Purewick machine design problem is impossible to be resolved by trouble shoot support. And the company's return policy is not fair for the customers, since that there is no way to know the weak & Un-adjustable suction pressure before we open & use it.
Sincerely,

***********************
Business response
08/09/2024
Thank you again for reaching out to us through the BBB and for allowing us to address your concerns. LMS is willing to offer a 50% refund to resolve this matter. If you are interested in accepting this offer, please reach out to our **************** team to make the appropriate arrangements.
Initial Complaint
06/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Complaint Against Liberator BD Purewick Urine Collection System I am writing to file a formal complaint against the Liberator BD Purewick Urine Collection System. Order Information- Order Date: August 18, 2021 -Order Number: ******* Issue Summary - Product Failure: The Purewick system failed in June 2024.- **Warranty Discrepancy:** When I contacted customer service, I was informed that the product was purchased in May 2021 and that it was no longer under warranty. This information is incorrect as my order date was August 18, 2021, and the product should still be under warranty.- **Misleading Information:** The customer service representative falsely stated that the product was out of warranty. The device has a ****** warranty, and it is still within the warranty period.- **Lack of Resolution:** Despite being within the warranty period, the company did not offer to repair or replace the faulty device. Instead, they suggested purchasing a "PureWick Urine Collection System Accessory Replacement Kit" for $49.00 every 60 days, implying that not purchasing this accessory kit likely caused the device failure.- Maintenance and Warranty Concerns- A medical device of this nature should have a robust maintenance and warranty program, as patients depend on these devices for daily use. The failure of such devices complicates patient care and incurs additional costs that patients may not afford.Financial Burden:- The maintenance of this product is excessively expensive, with costs exceeding $460.00 every 60 days, which health insurance does not cover. This places a significant financial burden on senior patients who rely on this device.Request for Resolution:- I urge Liberator to honor their warranty and provide either a repair or replacement of the faulty device. It is crucial for medical device companies to support their products and provide reliable service, especially for devices critical to patient care.
Business response
07/01/2024
Thank you for reaching out to us through the BBB and for allowing us to address your concerns. The **************** Rep you spoke with confirmed the machine is still within the warranty period and advised you of same on the call. Please note however that the product instructions, which were included with the machine upon purchase/delivery, indicate the useful life of the collection canister and tubing (the accessories) is 60 days, and further states that failure to replace the accessories may affect the performance of the system. Accordingly, as part of the troubleshooting process it is necessary for the accessories to be replaced if they have not been replaced within the previous 60 days; in your case, the accessories have not been replaced in at least six months. Therefore, in order for an accurate determination to be made regarding whether the system is functioning properly, the accessories must be replaced. Once new accessories are ordered and connected to the system and the additional troubleshooting is conducted, if the system is still not functioning properly then a replacement can be provided. Please feel free to reach out to the **************** team to get the new accessories ordered and schedule a follow up for troubleshooting.
Customer response
07/11/2024
The claim that the customer service representative stated the unit was under warranty is incorrect. Could you please review the recorded call? I was on speakerphone with a nurse and a sibling present, and the representative clearly mentioned multiple times that the warranty expired in May 2024. It's important to verify this, as it's poor customer service for agents to provide inaccurate information when customers can access their account details online.

Additionally, the unit is completely non-functional and does not power up at all. Therefore, purchasing the kit seems unnecessary and wasteful, considering the device's current state.
Customer response
07/11/2024
The claim that the customer service representative stated the unit was under warranty is incorrect. Could you please review the recorded call? I was on speakerphone with a nurse and a sibling present, and the representative clearly mentioned multiple times that the warranty expired in May 2024. It's important to verify this, as it's poor customer service for agents to provide inaccurate information when customers can access their account details online.

Additionally, the unit is completely non-functional and does not power up at all. Therefore, purchasing the kit seems unnecessary and wasteful, considering the device's current state.
Customer response
07/11/2024

Complaint: 21912842

I am rejecting this response because:The claim that the customer service representative stated the unit was under warranty is incorrect. Could you please review the recorded call? I was on speakerphone with a nurse and a sibling present, and the representative clearly mentioned multiple times that the warranty expired in May 2024. It's important to verify this, as it's poor customer service for agents to provide inaccurate information when customers can access their account details online.

Additionally, the unit is completely non-functional and does not power up at all. Therefore, purchasing the kit seems unnecessary and wasteful, considering the device's current state.

Sincerely,

***********************
Business response
07/22/2024
Thank you again for reaching out to us through the BBB and for working with us on resolving your concerns. As agreed, LMS has arranged for the old unit to be picked up, and has sent you a replacement unit, which was delivered on Thursday, July 18. If you require any additional assistance, please reach out to our **************** team.
Initial Complaint
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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,

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforLiberator Medical Supply, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary