ComplaintsforLiberator Medical Supply, Inc.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I called Liberator Medical on December 23, 2021 to place an order for two new boxes of wicks for my Purewick system. I have called Liberator many times and placed phone orders for new wicks. When I called on December 23, 2021, the woman I spoke with discouraged me from placing an order with her on the phone. She said that if I set up an on-line account, I would receive 10% off my first order of wicks. I was very clear with her that I was ONLY ordering wicks and no other products. I then hung up and spent the time to set up an on-line account. After I did that and logged in, it was clear from the "fine print" on the website that it was not 10% off my first on-line order, but only 5%. I would not have bothered to spend my time setting up an on-line account for a 5% discount. The woman I spoke with misrepresented that the discount was 10% for setting up an on-line account and placing an order through the website. I want the 10% discount I was promised on the two boxes of wicks I want to order. I have called Customer Service several times to discuss my complaint. I haven't received any satisfaction.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My Moms PMD ordered the purewick system following multiple night time falls due to getting up many times to use the restroom and then not being able to put her CPAP back on. It took many calls to get the system. Medicare paid for the device and wicks. As of July 2021, we were told by Liberator that Medicare would not cover the wicks and liberator would no longer bill for them despite being a Medicare provider. They are asking for payment upfront and give you 3 options prior to ordering. The first option is "you pay upfront and they will bill Medicare". If they get paid, they will reimburse you. When you choose that, they then tell you they will not file any Medicare claims. I've requested codes to apply for reimbursement through Medicare which they say they will send with the delivery and all they send is a purchasing receipt. I've called many times telling them that I've confirmed with Medicare that they will continue to pay for the wicks. Today I asked for a supervisor after my mom has now paid $780 for 5 months worth of wicks and was now told the wicks are still a covered item. They claim Medicare wants more info about the necessity for new clients and the full kit. Despite already having the system, they refuse to submit the claim and provide the proper documentation for us to do it. They also said they are sending an Advance beneficiary Notice?? This should have been done in the beginning so they are asking me to sign a denial form when they refuse to submit claims for the wicks only. The supervisor "Amy" repeatedly said they are Medicare providers and the wicks are a covered item but kept saying the wicks won't work without the system. We have the system!! It was like talking to the wall. My mom is on a limited budget and I feel like something fraudulent is going on with this company. They have what they refer to as "sister companies" that also reach out to you for reorders. Different number, same people. I'm calling a supervisor at Medicare tomorrow.

  

  Business response

  11/19/2021

  Business Response /* (1000, 9, 2021/11/19) */ Thank you for your request. I have asked our billing department to contact you in this regard. Thank you. Consumer Response /* (3000, 11, 2021/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to a person in billing who despite being nice and seemingly willing to try her best to help, sent me an email with what she said were a few of the bill summaries. She gave me my moms acct number which was to be used to open her reply. It does not work so I can't gain access to them. She followed up with an email prior to me trying to access them saying she would be getting back to me with more info and billing info on Monday. We spoke on Friday, November 19th 2021. I have responded back to her first email saying I cannot access what she sent because the account number given does not work Business Response /* (4000, 13, 2021/11/22) */ It appears as though the call with our AR department did not resolve the issues at hand. I have requested that they follow up with you further in this regard. Consumer Response /* (3000, 20, 2021/12/07) */ As of today, I have yet to speak to anyone from liberator about this matter. I received a VM from them asking me to call but when I call back that number, I either get hung up on or I get a VM. **** ********* Business Response /* (4000, 22, 2021/12/07) */ Sorry for the communication issues. A supervisor will call you again. Consumer Response /* (4200, 24, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm still waiting to speak to a supervisor. I missed a call from them and calked back shortly after but just get a VM. No call has been returned. Business Response /* (4000, 26, 2021/12/13) */ Thank you for returning our call, and we apologize we were unable to make contact. Our supervisor will call you back again. Consumer Response /* (4200, 28, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from Gwen who identified herself as a supervisor. During our conversation I brought up the previous conversation I had with a "supervisor" and was told that "honestly" she was a sales coach and probably didn't understand the claims portion. They continue to refuse to submit the claims "yet" so this $60 million dollar company is taking advantage of people in need. I was told today to give them 24 hrs to send me the hcpc codes and paperwork so I could submit my moms claims. My sister who did Medicare claims for 35 yrs said HCPC are hospital codes so if I submitted those, they would be denied since this is being used at home and that would again be fraudulent!! Consumer Response /* (3000, 30, 2021/12/13) */ Researched the hcpc codes further and see they are related to medical supplies but more general then CPT codes although I feel as if the company should file with these since I'm told the wick is miscoded which is why Medicare won't pay. Business Response /* (4000, 32, 2021/12/20) */ We have forwarded both you and the BBB all of the information available per your request. Thank you.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  transaction date: October 25, 2021 amount paid: $524 what business committed to providing: Pure Wick system for managing female incontinence nature of dispute: I needed a system for managing my late mother's inability to go to the toilet and was about to have her enter hospice. Liberator Medical advised that hospice would not pay for a Pure Wick system (device & wicks) for managing female incontinence, when in fact hospice did pay for it. So I was led to believe that hospice would not pay for this device and I want a full refund and do not feel that I should have to pay any restocking fee or fee to return the Pure Wick system (device & wicks) to Liberator Medical due to deceptive business practices. I am requesting that Liberator Medical reimburse me for all of the time my husband and I have spent on the phone trying to get a manager to call us back to process the $524 refund to my credit card. whether business has tried or resolve problem: Liberator Medical isn't returning my calls and I feel like they are trying to delay me from returning the device in a timely manner (they require the device to be returned within 30 days of ordering). When my wife calls the 800.323.0914 number ()listed on my order confirmation) for further assistance, the phone number rings and then disconnects on the 2nd ring so one cannot get through. order number: XXXXXXX-XX

  

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/15) */ Thank you for contacting the BBB. Sorry for your loss. We will accept your return minus the restocking fee, per our policy. Thank you. Consumer Response /* (3000, 12, 2021/11/30) */ It is Nov 30, 2021 and I have not yet received my $524 refund from Liberator Medical for the Pure Wick purchased Oct 25, 2021, never opened or used (as hospice provided a Pure Wick), and returned (per RMA from Liberator Medical) on Nov 22, 2021. Liberator Medical stated that they impose a 2 week quarantine on returns, which I feel is unnecessarily long. I would like the BBB complaint against Liberator Medical kept open until I receive my $524 refund. Business Response /* (4000, 14, 2021/11/30) */ Expediting refund. We should have processed by now.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased Purewick product and appropriate accessories on 9/1/21 for total charge of $594.00. Patient at time was in skilled nursing care but improving and hoped to come home soon. However patient's health failed and she went to hospital and then hospice where she died. We refused receipt of the package that was sent via Federal Express. Spoke with Purewick representative on 9/15/21 and was told they had the package but refund had to wait for certain amount of time before package could be opened and processed. She gave us ticket number XXXXXX. We did not see or open the original package. 10/21/21 spoke with Purewick rep. She denied package ever received. I believe I am getting the run around by this company and request a full refund.

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/22) */ Upon receipt of your complaint, the refund process had already begun. I will follow up to be certain this is properly executed. Thank You Consumer Response /* (2000, 8, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund posted to my account last night - 10/27/21. Thanks to BBB. Without BBB help I believe this matter would still be open.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Pure wick system. I was not told that additional wicks would have to be purchased for $200 every month. When I tried to return they said it exceeded the 30 days. IN ADDITION, I paid in full and they charged my card the full price PLUS a month payment charge as if I was paying in installments.

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/10/25) */ Thank you for speaking with our supervisor regarding your transaction. After review of your recorded call and our billing records, everything is correct. Thank you for contacting us and feel free to call us with any questions. Consumer Response /* (3000, 7, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never told the wicks that had to be bought monthly were approx $200 per month! As I told you on the recorded line, I was absolutely not told how much these wicks were or o wouldn't have purchased this at all!!!!!!!! Business Response /* (4000, 10, 2021/10/28) */ After we discussed this issue, we are granting a full refund. Please allow this some time to process. Thank You.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was discharged from the hospital (Diane) on 8/18/2021 after nearly dying, and being in ICU for a week, then a week in step-down. I was non ambulatory and couldn't get up to the bathroom to urinate. My husband purchased a pure wick, an external female catheter to use at night. I was re-admitted to the hospital on 8/28/18 and never got discharged until October first. This product does not work for urination, maybe bladder leaks or dribbles at best. I contacted Liberator and was told it is non-refundable, and non-returnable. Next they told me that I wasn't placing .the banana shaped suction end in my vagina properly. Mind you, I used a very similar product from 8/28/2021 to 9/15/21 in the hospital before I was transferred to the Veterans' Affairs Medical Hospital in Asheville, NC. Two points, the advertising on TV is totally false. It took two days and five different customer service empolyees to be told the same thing over and over. I want to be fully reimbursed.

  

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/21) */ Thank you for your complaint. We have contacted you by phone and offered a 50% refund. We are awaiting your response. Thank You Consumer Response /* (3000, 7, 2021/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I demand a full refund for the pure wick. It simply does not work as stated in Pure Wick advertising. Business Response /* (4000, 9, 2021/10/26) */ Thank you for your response. We will refund you 100% as requested. Please allow some time for us to process. I have requested expedited handling. Thank you. Consumer Response /* (2000, 11, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the full refund that I am to receive. Thank you for your attention to my complaint.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a purewick device for my grandmother and was sent a USED product from Liberator medical. They refused to refund my transaction stating that they can only send a new product and admitted that it was their mistake. Due to the nature of the product (biohazard/ body fluid collecting canister) I was not comfortable with receiving anymore products from them. Still refused to refund me the $500 spent on their products.

  

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/11) */ Thank you for bringing this complaint to our attention via the BBB. While processing your 100% requested refund, we became aware that your credit card company had already done so. We will accept this as the refund you requested. Please let us know if your records indicate otherwise. Thank you. Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised by Purewick that I was absolutely not eligible for a 100% refund. Therefore, I contacted my bank who then opened up a dispute. The claim is still pending and I have not received any money back. Business Response /* (4000, 9, 2021/10/13) */ Thank you again for your information. We will be certain that you receive 100% refund. We do not want to duplicate the refund and do not plan on contesting your request with your bank. We will continue efforts to verify the refund with your financial establishment. This may take a few days, but we are committed to resolution of this refund. Thank you.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Theysend me the wrong size colostomy bags and wrong wipes. Now they are refusing to make it right. They have billed medicare for these wrong products. Now Im stuck with wrong products. Fraud.

  

  Business response

  09/15/2021

  Business Response /* (1000, 5, 2021/08/31) */ Thank you for contacting the BBB regarding your complaint. In no way have we refused to exchange or return products. In fact, if you are dissatisfied, we will refund your entire purchase, credit insurance, and accept your return. Some of the products look similar but have different billing codes, which at times creates the need for a modified prescription from your doctor. This can delay the process. We do our best to get you what you need quickly. From review of your account, we are processing the exchange you requested. Again, if this is not satisfactory, we will accept your return in full and issue all appropriate credits. Thank you again. Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have only partially made this right. I received only 40 of right size colostomy bags today. They owe me a total of 60 right sized bags. They are billing Medicare for this entire order when I only got a partial. I will never do business with this company again! If they are unwilling to give me my complete correct order, I will be turning them over to Medicare. Business Response /* (4000, 9, 2021/09/02) */ Thank you for speaking with our Ostomy Manager today, 9.2.2021. Hopefully he has helped you with your product needs. If you require further assistance, he will be happy to assist you. Thank You

*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. ↩