ComplaintsforLiberator Medical Supply, Inc.

• 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

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased $566.68 and returned 9/21/23 with understanding that restocking fee of $85. Items received back to Liberator on 9/21/23 which i have confirmed multiple times with the company. Was told 60 days to receive refund. On 11/21/23 no refund received - contacted again transferred to Finance. They never received paperwork and would process the entire refund without deducting the restocking fee due to the delay. She expected this to post to my credit card on 11/27/23. Still nothing - have tried contacting to find out why my refund still hasn't been issued 69 days after the product was returned. The 60 day policy to refund the money was crazy but having to make 5 calls and still no refund is terrible business!

  

  Business response

  12/04/2023

  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

  12/04/2023

   
  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

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a $600 external catheter from Liberator medical. Later that day, the nurse put in an internal catheter. I immediately called, but they said it was too late to cancel. So, I had to immediately return the product and pay a 15% restocking fee. Problem is 4 months later, Liberator still has not returned any of my money. I call every month I get my credit card statement. Each month they say they will take care of it. I wonder how many customers, busy taking care of loved ones, don't notice their refunds are not being returned.

  

  Business response

  11/28/2023

  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. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The machine that we use in conjunction with the Purewick system is not operating properly. We called several times and asked for a manager and was told they would be emailed and asked to call us. We spoke with ******* who was disrespectful, didnt listen,argumentative not helpful. This issue has been too simple to resolve.

  

  Business response

  11/08/2023

  Thank you for contacting us through the BBB. And, thank you for speaking with our ******** Service Supervisor and for allowing us to resolve your concerns. If you need anything else, please do not hesitate to reach back out to our ******** Service team. Thank you again for working with us through the BBB.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a Purewick unit for $561.99 on July 14, 2023. Attempted to cancel the order within an hour after entering it and there is no option to do this on the website. Called several times over the next few days and spoke with representatives who told me there was no option to cancel the order and if I returned the product, I would be responsible for a 15% restock fee. No supervisor to speak with, no way to cancel the order. Disputed it with the credit card company and Liberator responded that I was aware and liable for the 15% restock fee. Item had been returned and credit card opted not to continue with the complaint based on their response. It is now more than 3 months later and I still have not received a refund minus the restock fee. Have attempted to call and been on hold for extended periods of time and no live person answers. I feel the practice of not allowing an order to be cancelled within a reasonable time frame is unethical as is the delay in refunding my money.

  

  Business response

  11/08/2023

  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

  11/10/2023

   
  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

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed on behalf of my 97 year old mother. My name is on the complaint-every call and email has both our names. I am the bill to she is the ship to. I have tried VERY UNSUCCESSFULLY to call and reach what they call your customer service department multiple times. I have left multiple messages. I have sent multiple emails. Also no response. I am still waiting for my call back!!!I received a partial shipment of wands we could not use without the device OVER a month ago BUT was billed the full amount to secure my order Mid September.. I never received the device. I called 10/23 to be told a package was delivered to lake worth (my mother lives in lantana) on 10/9. We never received it. This only after multiple tries getting through as well. Then being told I would need to deal with customs service. The person I was speaking with would need to transfer me. After 10 min she came back to tell me there was no one available and someone would call me back later. Promised a time it never happened. I tried calling back only to be on hold for now 45 min before I tried yet again to leave again ANOTHER message!! I wand a FULL REFUND! I would gladly return the wands we received as we cant use them and do not want the device any longer as this is not a company I want to ever do business with again. Shame on them dealing with the elderly and in the medical supply business and being so horrible to deal with.

  

  Business response

  11/03/2023

  Thank you for contacting us through the BBB and thank you for speaking with our **************** team and allowing us to address your concerns. If your issue remains unresolved, please call our **************** team for additional assistance. Thank you again for reaching out to us through the BBB.

  Customer response

  11/06/2023

   
  Complaint: 20779814
  
  I am rejecting this response because:

  Since I have filed my complaint, I have tried calling back Liberator medical, over 5 more times, which is the shipping company and customer service company for PurWick.  

  
  

  We finally located the package that was shipped to us. I no longer want to keep it, as I do not want to deal with this company since they are so difficult to deal with. And if I had any issues with this product going forward, I would not want to deal with a company such as this . 

  
  

  Both boxes came unmarked with a regular shipping label and neither the name Liberator Medical Supply, Inc. was  on the shipping label. Or on the box inside the box. They asked if I opened the boxes. I told them that had I not had opened the boxes I would not have known it was inside. 

  
  

  I mentioned, previously one came over a month ago and one came recently. We didnt even know we received the last box as my mom gets multiple packages a day and someone put it in the closet. In order for us to know what was inside we had to open the boxes. Now they are telling us they will charge us a restocking fee to return it, and the only one way to not charge us is for a supervisor to waive the fee. I have asked for a callback on each occasion that I have called and managed to reach a human each call they put me on hold for at least 30 to 45 minutes.  Some times I just hang up after the 45 minutes. But sometimes they come back and say supervisors are busy. No one has ever called me back at a supervisor level and only one person has called me back who is not a
  
  Sincerely,
  
  ***********************

  

  Business response

  11/07/2023

  Thank you again for working with us through the BBB. As discussed with our **************** team yesterday, return shipping labels have been provided to you via email, and the requested refund is being processed with the restocking fee waived. Again, thank you for contacting us through the BBB and for allowing us to address your concerns.

  Customer response

  11/09/2023

  Yes I was finally contacted by Liberator Medical and they did issue me return labels to send back both boxes - and they said they would waive the restocking fees. I packed up the 2 boxes and brought it to my local store (drop off) for fed ex ground on Tuesday 11/7 .. I await the credit being issued to my credit card. Thank you for all your help BBB

  Customer response

  11/09/2023

   
  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

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of ******************************************* Supplies for over 5 years. I am a retired federal employee with federal ********** Blue shield and ******** coverage. I was previously buying urinary catheters from a different medical supplier until recruited by Liberator Medical who promised that after billing my insurance there would be no out-of-pocket cost. I recently learned Liberator had begun rebilling my insurance for supplies received in the time period 2021 to 2023. Upon further inspection of insurance claims it appears Liberator has not only rebilled for the last two years of supplies but changed the dates of service on the claims resulting in three to four claims for the same time period and received insurance payment. Liberator Medical is now billing me $1,405 for the past two years of supplies after already receiving payment from insurance. Over the past 5 years I was never informed of any billing issues or received any bills from Liberator until I received a bill in August 2023. I have contacted Liberator multiple times by phone but have been unable get resolution. Please contact me to resolve this matter before it escalates any further in the Office of the Inspector General as a complaint of ******** fraud, waste and abuse.Thank you in advance for your timely response. 10/26/23

  

  Business response

  11/03/2023

  Thank you for contacting us through the BBB and thank you for speaking with our billing Supervisor and allowing us to address your concerns. Please note that LMS is continuing to review your account and should have that review completed soon. If you need additional assistance in the meantime, please do not hesitate to reach back out to our billing Supervisor.

  Customer response

  11/13/2023

   
  Complaint: 20772097
  
  I am rejecting this response because:  Your response to complaint does not clarify problem or solution.  There are multiple lawsuits, investigations, and settlements related to Liberator's fraudulent business practices which are public knowledge.  I wonder how many cases there are that are not public knowledge.  My case is just one more example of such a business practice.  You state in your response further investigation is being done....why? I have already spoken with multiple people at Liberator who have already investigated...time to solve the problem NOW.

  Sincerely,

  ****************************;
  
  
  

  

  Business response

  11/22/2023

  Thank you again for working with us through the BBB. And, thank you for speaking with our ****************** regarding your account. If you have any additional questions or concerns, please feel free to reach back out to our ****************** so they can assist you further.  

  Customer response

  11/22/2023

   
  Complaint: 20772097
  
  I am rejecting this response because:  I informed you I had spoken with Liberator staff multiple times and no one was able to resolve the problem.  In your response you simply advise speak to billing department again.  How much clearer can I be calling the billing department did not solve anything they were clear they had no authority to address problem.  The matter was escalated to "****".  I received a phone call today at 5:05 your time.  The caller ID showed caller "****** *** Pstr" from phone number ************** however when tried to return call received recorded message "no voice mail set up".  In transcript of call Liberator's number listed received recorded message office closed at 5:00 pm.  To recap call came in from non-Liberator number; 5 minutes after business closed on Wednesday the day before Thanksgiving and won't reopen till next week Monday.  So I am wondering how hard are you trying to resolve fraudulent medical insurance billing and customer billing issue...or are you trying to confuse the process by calling after you close for a holiday; call on different phone, connected to strange name; with no attached voicemail.  It may be time to contact the ****** of ********* General and other related.

  
  
  Sincerely,

  ****************************;
  
  
  

  

  Business response

  11/27/2023

  This customer spoke with our ****************** on November 20 and was informed at that time the account is being adjusted. Our Billing Supervisor, ****, called the customer again on November 22 to confirm the account is being adjusted, and to answer any additional questions; however, the Supervisor was only able to leave a message. In summary, the account is being adjusted, the customer has been notified, and our Billing Supervisor remains available to answer any additional questions.

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