ComplaintsforLiberator Medical Supply, Inc.

• 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.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially called Purewick 4 days after my mom passed (8/22/23) to return a box of unopened product and I informed them that they needed to contact me instead of my step-dad as he was mourning from the loss of my mom so that they could provide me a ** return number to put on the box as well as inform me when ***** would be coming so that I could put the box on the front porch of my parents home. Instead they left the ** number on my parents voicemail which rarely gets checked and I did not find out about this until I called again in January ******************************************************************* a **# ********** and said ***** COULD pick it up from my home instead, so I placed the box on my front porch for 4 days and it was never picked up and I called again and they suggested I try taking it to ***** which I did and ***** could not locate an account so I called back again today (2/20/24) and now they tell me it can't be returned because it's out of the time frame!! And they also tell me the representative I spoke to who told me to return to ***** should have emailed me a return label.... Crazy! If it was OK in January to return why not in February? Does anyone there know the process to return an item or are they there to just take your money? My mom purchased products for about 2 years from them until she passed away. She always purchased 3 boxes which were about $390! And now I'm only asking for a refund for ONE box for my Step-dad and they don't want to help!

  

  Business response

  03/01/2024

  Thank you for contacting us through the BBB and for working with us on resolving your concerns. If you require any additional assistance, please do not hesitate to reach back out to our **************** team.

  Customer response

  03/07/2024

  A few days after my complaint filed on Feb 20th, the customer service team contacted me to inform me that they were working on authorization for the return now. Then a few days later I received an email with a return code and was instructed to put the box on my front porch for pick up by ***** within 3 business days. After 4 days I emailed that the box wasn't picked up and then after another 4 days a customer service representative contacted me TODAY and said she was getting authorization to provide me a return label to adhere to the box and then I would be able to take the box to a ***** location myself to return but the refund would still take up to 60 days! I'm awaiting the email with the return label. My guess is that will take a few more days to receive. I won't accept the business reply as satisfactory until I receive the return label. I still can't believe it takes them 60 days to process a refund especially when they deduct the money from your account the day you order products!

  Customer response

  03/07/2024

   
  Complaint: 21319548
  
  I am rejecting this response because: I will await the refund for the product as they say it may take 60 days to receive the refund check and I'm having to take the package today to a ************ for drop off as ***** never showed up to pick it up at my home.
  
  Sincerely,
  
  *********************************

  

  Business response

  03/07/2024

  The return label was sent to you via email (********************************************************) earlier this afternoon. Please do not hesitate to let us know if you have any additional concerns.

  Customer response

  03/08/2024

   
  Complaint: 21319548
  
  I am rejecting this response because:  Yes, I did receive the return label and took the box to ***** and dropped it off yesterday, 3/7/24; however, I will await the 60 DAYS that they anticipate the refund check to be mailed before being satisfied as I think it's ridiculous it takes that look to refund a customer when my mom was charged THE SAME DATE she called to place an order. The money was held in her account that day. And I'm not confident the company will issue a refund check since it takes 60 days to do so. 

  Sincerely,
  
  *********************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the pure wick on 11/22 and then sent it back on 12/2 where they signed for it on 12/6. I called on 12/18 to see where my refund is and they said it takes 60 days to see the refund so I called on 2/6 for them to say it would be processed 2/12. I called on 2/12 to be hung up on my ****** and then passed to the manager ****** who said he could Email the billing **** and expedite the refund even through it was over the extraneous 60 refund timeframe. I was told to call back the next day to see the status and was told by ****** that he was still working on it and he apologizes that its not quick enough for me. I then called Bectin ********* the parent company for help but they too said they would follow up and I havent heard anything. The larger issue is I repurchased the product on 1/29 and am satisfied but am out $1400 until I receive my credit. Im a current user and still cant get my refund. Im 80 plus years old and am on a fixed income with severely failing health and dont need this abuse. Sad a healthcare company could put such distress on an already compromised debilitated person. Please help

  

  Business response

  02/19/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please note that because the charge was disputed with your financial institution, LMS has resolved this matter by accepting that dispute. Accordingly, the return/release of your funds will be handled through your financial institution. If you require any additional assistance, please do not hesitate to contact our Billing team. Thank you again for working with us through the BBB.

  Customer response

  02/20/2024

   
  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,
  
  ***************************

  Customer response

  02/20/2024

  After exhaustingly trying to handle this situation myself unsuccessfully I am so ever grateful that by contacting the BBB a resolution was found successful only by their efforts.  I am forever grateful that we can rest knowing there is an advocate in the BBB that goes beyond loyal praise all of you for your mission and support 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Purewick system and it does not work properly for me. Company will not allow for a return or a partial refund

  

  Business response

  02/19/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please note that at the time of purchase you confirmed acknowledgement of and agreement to the Return Policy, which states we are not able to accept returns on these medical devices once they are opened. However, we are willing to walk through troubleshooting with you and send a new machine as a replacement if the one you have is not working properly.  Please reach out to our **************** team if you would like to discuss troubleshooting and possible replacement.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 540 urinary catheters on Dec 18th 2023 but was only delieverd 30. there was a note attached saying the order might come in separate packages/shipments. It was Christmas time/year end so I assumed they needed to reorder their supplies. I contacted them on 2/4/24 *********** refuses to fill the order saying I waited longer than 30 days to complain. attached is the delivery showing a package weight of 1.1lbs. 540 catheters weigh between 18-20lbs. I need the catheters or I risk severe kidney damage. They have billed the full amount ( approx $800) for all 540 catheters. Yet refuse to send me the balance of the catheters or even let me reorder now that my supply is basically empty.

  

  Business response

  02/07/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. As discussed with our **************** team yesterday, LMS is sending to you supplies that will last until your next eligibility date (240) and refunding/crediting your insurance company for the remainder of the supplies. If you have any additional questions or concerns, please reach back out to our **************** team.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying since December 20, 2023, to get my prescription filled. Every specialist I talk to has me doing different things to get this taken care of. How can four different people tell me four different things to do! They dont have any clue, what theyre doing. I have insurance, theyre just giving me a hard time! In the meantime, *** had to pay cash out of my pocket, because these people dont have their c*** together! Please help me get my Ostomy supplies. Im a senior citizen who has this condition for life, also a heart transplant recipient. Please help me through all this.

  

  Business response

  02/07/2024

  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 early this afternoon. If you have any questions or require any additional assistance, please do not hesitate to contact our **************** team. 

  Customer response

  02/08/2024

   
  Complaint: 21249497
  
  I am rejecting this response because:
  They have given me the runaround since December 20, 2023.  They only acted so quickly, because I threatened to contact the BBB. I did receive my supplies, finally! 
  Sincerely,
  
  ***********************

  

  Business response

  02/08/2024

  LMS appreciates you reaching out through the BBB and is glad your order has been delivered.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Oct 16 I purchased the Purewick system, thinking I would need it when I was released from the hospital. Once I got home I realized I did not need it, called for return instructions and then returned it - the box was never opened. I confirmed with Liberator it was received on their end on Nov 9th. I've called multiple times to get status of the refund. I've been told it can take UP TO 60 days for the refund. On several occasions I've been told it's passed whatever return quality assurance protocols they have and they'd ask for a status on the refund. It's now been 67 days - still no refund. It's ridiculous they'd need that long in the first place, but I was willing to play their game. Time is up now. I've lost patience

  

  Business response

  01/18/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please note that because the charge was disputed with your financial institution, LMS has resolved this matter by accepting that dispute. Accordingly, the return/release of your funds will be handled through your financial institution. If you require any additional assistance, please do not hesitate to contact our Billing team. Thank you again for working with us through the BBB.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife used the Purewick for 3 weeks while at ********************************** (8/18/23 - 9/11/2024) and was so satisfied that we bought the home unit upon discharge. After 90 days of mixed results, we concluded the in-home unit is NOT the same as unit as in the hospital. The suction is much lower with in-home unit. Max ****** of urine collected runs from 200 to 800 ml per night. You must wear a pad/diaper for backup. Maintaining the 'wich' is a constant positioning issue.Also, throughout the night, you hear the urine being collected (sucked-up), and then splashed into the uninsulated collection bottle. We noticed no sounds in the hospital. So, between maintaining the position of the wich, suction sounds, and need for additional diapering, forget about a whole night of sleep.Finally, is cost for the *****. Best price is $6 per wick when you buy 3 months' supply. ***** are NOT reusable. So you have an on-going $200 per month cost.We are now looking for the best in pull-up ******* with extra absorbent pads. Purwich is NOT the answer and needs much more development.

  

  Business response

  01/22/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Pursuant to the agreement you made with our ******** Service Supervisor, LMS has initiated your 50% refund. Please allow some additional time for the refund to process and the funds to be distributed. If you require any additional assistance in the meantime, please do not hesitate to contact our ******** Service team. Thank you again for working with us through the BBB.

  Customer response

  01/22/2024

   
  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product: PureWick Urine Collection System Starter Set without Battery Date of Transaction: 10/14/2023 Date of Return: 10/27/2023 Amount Paid: $529.24 Order #: ******** I ordered the product & needed to return it right away, as the person it was bought for passed away. I was initially told it would take a month for my return to process. I called over a month later at the end of November. I was told it was still processing as they do checks on the product (was not informed of this process initially). As of 01/02/2024, I have still not received a refund or any communication from the company. Each time I have called there has not been a resolution or an effort to resolve.This business is not refunding people for their returned purchases.

  

  Business response

  01/11/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. The refund has been completed by LMS; please note it may take **** business days for your financial institution to release the funds to you. If you have any additional questions in the meantime, please do not hesitate to contact our ******************* Thank you again for working with us through the BBB. 

  Customer response

  01/11/2024

   
  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.
  

  American Expresss was also notified during this time. I will hold off on contacting them until I receive my full refund.

  Sincerely,
  
  *********************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the Pure Wick system from Liberator Medical Supply and it arrived on November 15th 2023. I had just returned from the hospital where I had a total knee replacement. I set up the machine following the directions closely and went to sleep. I woke up several hours later soaking wet from urine that had not been collected properly by the machine. I could hear the machine pumping but the container was empty. It had not collected anything. I decided to try again the next night. The same thing happened, the machine appeared to be working as I could hear it, but it had not pumped anything away. But a new problem had developed. The wick needs to be placed very near the urethra and the skin in that area had become sore and inflamed. I needed to call my doctor to ask about how I could treat this. It was obvious that the ***** contained some substance that was irritating my tissue. Instead of pumping away the urine it was holding it against my skin. At this point I called Liberator Medical. I was told that since I opened the box I could not get a refund. They would however send a replacement but would not give me a refund. This did not address the issue of the ***** being abrasive to my body. I spoke with the same woman for about 20 minutes where all she did was repeat that they do not give refunds. I asked to speak to a supervisor. She said that she would check. She came back after about 5 minutes and said she was also in a meeting. I asked her to find another supervisor, she didnt know if that was possible. She checked again and said she was also in a meeting. She then said she would have them call me later that day, no one did. No one has called me back. When you try to call you are just put on hold. They are taking advantage of vulnurable older women with medical problems. They have no interest in customer service. They are impossible to reach and reason with. I am requesting a full refund from them.

  

  Business response

  12/15/2023

  Thank you for contacting us through the BBB. Our **************** Supervisors have made multiple attempts to reach you by phone, but they have only been able to leave a message. If you still wish to discuss this matter further, please reach out to our **************** team at your convenience. Thank you again for contacting us through the BBB.

  Customer response

  12/18/2023

  This is not true. The company has not tried to reach me about this matter. I did receive a call with a very cheery tone on my Apple Watch which was weird. I dont know how they ever got that number. I never have given this out.  They were asking me how I liked the product. There was no mention of ********** them to say I was unhappy or that I had said I wanted a refund. I told them I had already filed a complaint with them. I wanted a refund. They told me they would have a supervisor contact me. This never happened. Starting with my first call to them I was told a supervisor would call and they never have. This company is very evasive. They have the reputation of not working with customers. There are numerous complaints about them not being honest or helpful. Just the policy of not being able to return the item if the box was opened shows the way the company is dishonest and ridiculous. Who does not open a box when they have ordered a product. It is an unusable product. I want a refund. 

  Customer response

  12/18/2023

   
  Complaint: 20962498
  
  I am rejecting this response because:This is not true. The company has not tried to reach me about this matter. I did receive a call with a very cheery tone on my Apple Watch which was weird. I dont know how they ever got that number. I never have given this out.  They were asking me how I liked the product. There was no mention of my calling them to say I was unhappy or that I had said I wanted a refund. I told them I had already filed a complaint with them. I wanted a refund. They told me they would have a supervisor contact me. This never happened. Starting with my first call to them I was told a supervisor would call and they never have. This company is very evasive. They have the reputation of not working with customers. There are numerous complaints about them not being honest or helpful. Just the policy of not being able to return the item if the box was opened shows the way the company is dishonest and ridiculous. Who does not open a box when they have ordered a product. It is an unusable product. I want a refund.
  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/22/2023

  Our **************** team has still not been able to reach you despite several attempts to do so. Specifically, attempts have been made to reach you at ************ on 12/06/23 at 12:28PM, 12/07/23 at 12:32PM, 12/07/23 at 1:28PM, 12/20/23 at 2:15PM, and 12/22/23 at 1:02PM. If you would still like to discuss this matter, please return the call to our **************** team at ************.

  Customer response

  12/27/2023

  The dates they provided are not true. That did not leave messages in those dates.  The only message I received was on December 23rd at which time I received a phone massage from ******* asking me to return her call at **************. Since it was so close to the Christmas Holiday I did not call until 11:45 on December 27th. I told the person who answered the phone that a was returning a call from *******.  She said she would connect me. I then got what I can only describe as a series of chimes, similar to a doorbell. It was very loud and went on for several minutes. At that time I hung up and called back. I was then told ******* wasnt there but they would connect me with someone else. Again I got the loud chimes. I have never before had such a response to trying to call someone at a company. Again I believe that this is a company that are very skilled at avoidance and have no intention of talking to me. As I stated I have no other messages other than the one on 12/23. That have not left messages on any other dates. They are a dishonest company selling an inferior product and have no intention of trying to settle this matter. I again just want a refund for the whole amount I paid. I will not lose interest and forget about this matter despite there attempts at avoidance. Thank you.

  Customer response

  12/28/2023

   
  Complaint: 20962498
  
  I am rejecting this response because:

  The dates they provided are not true. That did not leave messages in those dates.  The only message I received was on December 23rd at which time I received a phone massage from ******* asking me to return her call at **************

  . Since it was so close to the Christmas Holiday I did not call until 11:45 on December 27th. I told the person who answered the phone that a was returning a call from *******.  She said she would connect me. I then got what I can only describe as a series of chimes, similar to a doorbell. It was very loud and went on for several minutes. At that time I hung up and called back. I was then told ******* wasnt there but they would connect me with someone else. Again I got the loud chimes. I have never before had such a response to trying to call someone at a company. Again I believe that this is a company that are very skilled at avoidance and have no intention of talking to me. As I stated I have no other messages other than the one on 12/23. That have not left messages on any other dates. They are a dishonest company selling an inferior product and have no intention of trying to settle this matter. I again just want a refund for the whole amount I paid. I will not lose interest and forget about this matter despite there attempts at avoidance. 

  Thank you.

  
  

  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/28/2023

  An LMS ******** Service Supervisor was finally able to speak with ********************** today, and an agreement was reached for a 50% refund; LMS has initiated the agreed upon refund.

  Customer response

  01/01/2024

  Finally got a response call from ********** told than the reasons I needed a full refund. They said they didnt do that. They said when I knew their policy was if you open the box there can be no refund. Because I the box I could not get a refund. Talked about what a lawyers gimmick that was and honest companies do not operate like that. I was finally offered a 50 percent refund. I was not happy with that but knew that was probably all they would offer. I then told the person that I needed the paid return labels and as soon as I got the 50 percent refund I would send the device back. They said it would take a few weeks. I await further contact from them on when I might receive the refund. I continue to believe they are a corrupt company that prey on vulnerable people with a medical problem. They rely on gimmicks like not opening the box to trap consumers into paying for a very poor product. I received this call on December 28th at 1:23 pm.

  Customer response

  01/08/2024

  The company did say I would get a 50 percent refund and send me the prepaid labels to send the product back. However I will not consider the matter solved until I actually receive the refund. This is based on their bad faith practices such as saying they had been trying to reach me when this was not true. Also they did not return my calls when I was trying to talk to a supervisor. When I receive the refund and not until then will I consider the natter closed. Thank you for your help.

   

  Customer response

  01/08/2024

  I have received the 50 percent refund and the packaging by which to return the product. I should have been refunded the entire amount, but will accept this as the matter as closed

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