ComplaintsforLiberator Medical Supply, Inc.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Up until this year, I have always had a positive experience when reordering catheters for my grandma, ***************************. She got released from home health care in July, and I needed to reorder. I called Friday - August 26 around 9 am and told ***** that I needed to order them (Yes, I am authorized to speak on her behalf). She said ok, I will be able to ship them out today since you called early enough, and I will send 90 days worth out. (She does it 7 times a day.) I didn't think much of not getting an authorization of shipment via email because I haven't always gotten it. However, I called Monday and spoke with a man who advised, "Sorry! We actually need a new script to order it." It bothered me, but whatever mistakes happen. He said if the dr could provide a VERBAL then they could do a order of 90 to keep my grandma from running out. I called the dr, and they called at 3 central time - 4 your time. They called me back and advised the rep they spoke with said "Thanks for the verbal we will get this shipped for *******." HOWEVER, when I called this morning (Tuesday) they said I see we got the verbal it needs to be approved by manager but we will get them out today since your grandma has ONE DAY WORTH LEFT!!!! Then I call back just a few minutes ago and am told NO the verbal is not enough. People are human, mistakes are made - I GET IT! However, when my 89 year old grandma's health is at risk it is not acceptable. YOUR COMPANY has dropped the ball, and I have jumped through every hoop. It's ridiculous the amount of misinformation I have gotten.

  

  Business response

  09/02/2022

  Thank you for contacting us through the BBB.  ***** tracking information shows the order was delivered this morning.  Please let us know if the supplies were not received. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My medical supplies were due to ship on 8/5, according to their records. It is now 8/15, this company still has NOT shipped my medically necessary supplies! Their reps have made every excuse. I've waited 10 days for a call from a supervisor, still NOTHING.. I have called numerous times to NO avail... they said it's an insurance issue, BUT they entered incorrect information to prolong this.. I have been in the ** for a severe kidney infection from this!

  

  Business response

  08/25/2022

  Thank you for contacting us through the BBB.  Tracking information indicates your supplies were delivered on August 18.  If they were not delivered, or if you require further assistance, please do not hesitate to reach out to our **************** team.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My account number is ****** Purchased an item called BD PureWick system for $471.60 for my mother who had cancer. Order was placed on 5-25-2022. My mother actually passed on 5-26-22. Product was never used or even taken out of the original box. Called Liberator Medical on 3 different days trying to get a ***** return label so I could return. ****, 6-1 and 6-2-22. Finally received an email with the ***** label on 6-2-22. Items was returned/delivered by ***** on 6-6-22. I sent an email to customer service on 7-1 to inquire about the refund. No response. Sent another email on 7-8-22 again no response. I called the customer service line on ******* and was told it could ***********-7 weeks to get my refund. Today on 8-1 I called again and was transferred to the ****************** who handles the refunds and was pretty much told that it could possible 60 days from the date they received the paperwork and she told me they did not receive the paperwork until the 1st week in July. The item was returned on 6-6-22. I feel this process is taking an extreme amount of time and effort and no one I have spoken with can give me an answer as to why it is taking so long.

  

  Business response

  08/05/2022

  Thank you contacting us through the BBB.  Please be advised that your refund has been approved and processed.  We ask that you please allow some time for the funds to be posted, because once we issue the refund it takes additional time for your financial institution to make the funds available.  Again, we thank you for reaching out to us through the BBB.

  Customer response

  08/07/2022

   
  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

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother was hospitalized in May and used the PureWick system at the hospital and it was wonderful. We found they sold a home version and we excitedly ordered it. It arrived quickly but within an hour we could tell there was something wrong. The suction was very low and it caused some serious headaches. We contacted the customer service department and they did a water cup test and decided that she needs a replacement. They sent over a new one, but again it wasn't collecting urine well at all. We kept trying different positions but again it would only collect a small amount of urine and most would end up on the bed or chair. We called again to see what was wrong and the agent told us the support team was unavailable and they would call us back. We don't want this system anymore. The suction is nothing compared to the hospital and it's unable to collect urine well. We would like a refund for this system. Thank you.

  

  Business response

  07/18/2022

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please do not hesitate to follow up with our **************** team should you experience any further issues.  Again, thank you for reaching out and for working with us on this resolution. 

  Customer response

  07/19/2022

   
  Complaint: 17582745
  
  I am rejecting this response because: The response did not address the complaint and it did not offer any kind of refund. We would like to return this system. It is not working for us. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/29/2022

  Thank you again for contacting us through the BBB, and thank you for allowing us to address your concerns. You indicated you would like time to consider the 50% refund offered by our ******** Service Supervisor, and we look forward to speaking with you when you have made your decision. Thank you again for working with us toward resolution.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Purewick system for my mom. Right before it came we decided to put her in a facility. The facility would not allow the use of the Purewick system. I notified them and they said that when it came do not open it. I did not open it and started the return process. It was picked up from my home and returned to purewick. We have contacted them multiple times about refund after allowing the ***** days we were advised to wait. Called again July 15, 2022 and told we would receive a call back from refunds department, still have not received a call back or refund.

  

  Business response

  07/18/2022

  Thank you for contacting us through the BBB, and for speaking with a Representative from our Refunds team. As discussed, your refund is being expedited for completion no later than tomorrow. Then, also as discussed, we ask that you allow **** business days for the credit to appear. Thank you again for contacting us through the BBB and for working with us on this resolution.

  Customer response

  07/20/2022

   
  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

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/15/2021 I placed an order #********** with Liberator Medical Supply, Inc. for female catheters and my credit card was charged for $534.60.When the shipment arrived I removed the pump from its plastic pouch. It did not work, no suction whatsoever, and therefore useless. My daughter called the company and they offered to try to fix the pump. I was bedridden at that time, so this was not an acceptable solution. We requested a return shipping label and a refund. The agent insisted the company could not accept or refund returned equipment - even though the catheters were still in their sealed pouches and had not been touched, and the pump wasn't functioning. After several phone conversations and e-mails the company relented to send a shipping label and to issue a refund. The label was received in April.The labeled box containing the entire order was shipped via ***** on 4/14/2022 and according to tracking #**** **** **** was delivered in *********, ** on 4/18/2022.Two and a half months later, I still have not received a refund for the untouched catheters and the non-working pump!

  

  Business response

  07/14/2022

  Thank you for contacting us through the BBB. At the time of purchase we provided notice that only unopened products were eligible for return/refund. Accordingly, we are processing a refund for you for the external catheters since they remained unopened; that refund should be completed very soon. Please contact our **************** team if you have any additional questions. Thank you again.

  Customer response

  07/19/2022

   
  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

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had bought the system for my mother who had an extensive surgery causing her the inability to get up an use the restroom. She had used the product in the hospital and it worked amazingly. When we received the product we opened it and it was missing parts. They replaced the parts then the machine itself did not work properly. My mom ended up sitting in urine for almost 12 hours due to the malfunction. This caused her skin to burn and be tender. I contacted the company and was told since it was opened I could not get a refund. I spoke to another person and was told I could get the refund but the did not document this. I then again contacted the company and was told I would not be reimbursed because it was opened I requested a supervisor but was transfered and hung up on. I then called again and was told a supervisor was on the other line and would call me back and again no call. I then called again tonight and was given another number to call and when I asked for the address I was told it was confidential and I could not have it. Meanwhile I had sent the entire product and accessories back as instructed and still have no refund. This all started in March with no resolve.

  

  Business response

  05/31/2022

  Thank you for contacting us through the BBB; and thank you for speaking with one of our customer service supervisors to resolve your concerns.  Please allow some time for processing the return/refund, and do not hesitate to call us back if you have any questions.  Thank you again for contacting us through the BBB and for working with us on this resolution.  

  Customer response

  05/31/2022

   
  Complaint: 17251490
  
  I am rejecting this response because:

  I paid over $500 and they are offering $199. Their company lost the ***** that were in the same box as the machine. I understand the usually do not offer refunds. However they trap you into this policy because you have to open things to see they are missing or broke. Their customer service is horrible they should not even be in business. They are a horrible example/name to the medical industry. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/03/2022

  Thank you for for again speaking with one of our customer service supervisors to resolve your concerns.  Please allow some time for the refund to process, and do not hesitate to call ** back if you have any questions.  And again, thank you for contacting us through the BBB and for working with us on this resolution.

  Customer response

  06/04/2022

   
  Complaint: 17251490
  
  I am rejecting this response because:
  They called me after my rejection saying they still couldn't find part of the product but the would bump the refund to 299 but she kept repeating they do not refund. She also said she rushed the refund and it still has not shown on my account. I want a full refund. I'm still getting the run around and nothing is getting done. Thus company is a joke and needs to be put out of business. It is clear the trap people then play games. I will not settle until I have a full refund period. 
  Sincerely,
  
  ***************************

  

  Business response

  06/06/2022

  Thank you again for contacting us through the BBB. At the time of purchase we provided notice that only unopened products were eligible for return/refund.  And, although all products shipped were opened, we have offered to make an exception and process a courtesy refund for 50% of the machine and *****. We will not be offering a full refund in this matter. Please contact our **************** team if you would still like to accept the courtesy refund of 50%. Thank you.

  Customer response

  06/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. But will take it just to be done with this company. I also expected the refund already since I was told it was rushed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for a PureWick system. Liberator Medical says they never received payment, even though I have sent them a screen shot of my Bank of America account proving I DID pay them! The amount of payment was $594.00! They sent me an email address that comes back as 'non deliverable'! I feel I have been completely ripped off by this company!!

  

  Business response

  05/24/2022

  Thank you for contacting us through the BBB, and for working with us to clarify the situation. As discussed with our Customer Service team, your order has been shipped and should arrive by or before the end of the day on May 24.  If any issues remain outstanding, please do not hesitate to give us a call. Thank you again for contacting us and working with on this resolution.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/22 we called liberator medical about the pure wick system we got. It does not work, and when it does the suction on the unit is unbearable. They refused not only to allow us to return the unit, but also refused to let us return the unopen packs female external catheters, the unopen 30 day box of female external catheters. As the device is causing phyiscal pain when used, it is not just "changed" our mind there is no reason for them to refuse the return. Given, like many retired people being on a fixed inome, it makes companies refusal to allow returns of products that cause pain to customers very distressing. We are requesting an RMA, return shipping paid for and refund of all monies spent. Also a requirement that they disclose that this is just a small vaccuum that ***** on your private parts for the whole time, which does cause iritation, not at true "at time of need" catherter system. We also request the the company is required to allow posting of negative reviews and comments on their web page so others can know the true experiences of clients before buying any of their systems

  

  Business response

  05/05/2022

  Thank you for contacting us through the BBB; and thank you for speaking with one of our customer service supervisors to resolve your concerns.  Please allow some time for processing the return/refund, and do not hesitate to call us back if you have any questions.  Thank you again for contacting us through the BBB and for working with us on this resolution.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ---------------------------------------------------------------------- I spoke with Mr. ****** on 4/1/22 around 1:30pm and strongly advised that he contact UHC to ensure and confirm that the contract for the wicks is still in place. I am being to demanded to sign a form under the duress. I informed him that I am not responsible for any payments. This was clearly established in 2022. He indicated if I do not sign a form that Mrs. ******** service will be discontinued. Please note Liberator has not had this form for months and is aware that the beneficiary is not responsible for payment and has never been responsible for payment. Mr. ****** refused to contact UHC to confirm benefits. I am unclear why I am being demanded to sign a form under duress that does not apply to Mrs. ******** situation. As in the past, ****** places finances above a patient’s well-being health and safety and refuses to do due diligence and contact UHC. cc: BBB and Medicare

  

  Business response

  04/08/2022

  Thank you for contacting us through the BBB, and for working with us on this resolution.  We have received your signed (and noted) paperwork, and we have shipped the order for supplies.  Thank you again for working with us on resolving this matter.

  Customer response

  04/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16973444, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

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