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Business Profile

Medical Equipment

Solara Medical Supplies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I used this company for Diabetic supplies for years, I may again in the future, but for now, my new health care insurance doesn't work with Solara. That said, I'm using another company for my supplies. My last order from Solara was June 28, 2024. Solara continues to robo-call me multiple times a week to remind me that it's time to reorder my supplies. It's often from a different number and I can't block them all. I've called them multiple times to ask them to remove my number and they say that they have, but the calls keep coming in. I called again and they said they would deactivate my account and I wont be receiving any further notifications, Based on my past experience, I doubt that's true. I'm frustrated and don't know what else I can do.

    Business Response

    Date: 12/23/2024

    We have received the complaint, and it was logged into our system on December 23, 2024, to investigate and to get this resolved. Thank you.

  • Initial Complaint

    Date:11/21/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 8-27-24, I recvd an email from Solara avising me my order was on its way. On 8-30-24 I noticed the email from them and replied immediately that I did not order nor authorize any shipments from them. On 9-27-24, I recvd an invoice for $588.69 for said goods from Adapt **********. wanting this money as it was past due. I called them and told them I never ordered the supplies and was not going to pay, and ******* said I could consider them a gift since I did not order them. Now they have added a late fee for the bill is now $603.69. They keep calling me and now sending me bills in the mail. I never paid. but the amount paid below wont accept zero so I put what adapt/solora wants.

    Business Response

    Date: 12/09/2024

    Thank you.We have received the complaint and logged it on 12/9/24. We will work with the patient to get this resolved.

    Customer Answer

    Date: 12/11/2024

    [A default letter is provided here which indicates your rejection of the business's response. 

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    [You must provide details of why you are not satisfied with this resolution. Please type details here:]

    Regards,

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

  • Initial Complaint

    Date:04/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a customer of ******************** for over 10 years. I have Type 1 diabetes and I get my Continuous Glucose supplies from them. On 3/11/24 they called me and told me I would be able to start using the latest version of their continuous glucose monitor. I told them to go ahead and send it to me. They did but they also included a receiver which will tell me what my glucose level is. I don't need a receiver because I use a Tandem Insulin pump and that does the job of a receiver. I want to return the receiver because I don't need it. I contacted them twice my email and twice by phone because I wanted directions on returning it and I wanted them to send me a shipping label. They never contacted me and I don't want the insurance to pay for something I am not going to use.

    Business Response

    Date: 04/17/2024

    Thank you. We have received the complaint and will work with the patient to get this resolved.

  • Initial Complaint

    Date:01/18/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Every time I reorder my supplies for Type 1 diabetes, they come late or don't get sent at all when I've explained the situation I am in. The order needs to be sent before I run out, not when the end of my supply is reached, the latest possible time they can do it. I reached out multiple times, with them telling me they made notes to make sure my order was expedited as I was completely out of pump supplies. They asked me how many days I had left and I said zero, yet no change was made to my order I will still receive them on the 20th, I contacted them on January 3rd.

    Business Response

    Date: 01/31/2024

    Greetings & Hello!


    Thank you for contacting us regarding this matter and bringing this situation to our attention.
    We have assigned and Resolutions Specialist to investigate this consumer concerns and will update the consumer directly with our findings promptly,


    We appreciate your patience and the opportunity to assist you. 

    Best Regards, 
    Corporate Compliance Department

  • Initial Complaint

    Date:10/18/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to get my daughters diabetic supply shipments back in order since March of 2023, when the company messed up her order. I constantly get incorrect information as to why her supplies are not shipped out on time, and they even cancel her orders at times with no communication. I was just told again that her supplys would ship out on Oct 17th, of course I call on the 18th, because I still had not gotten tracking info on the shipment, and by this point I have learned my ****** in waiting with this company. When I called today, the 18th, I was told they cancelled a portion of her order and therefore sent nothing! This is unacceptable, and when I ask to speak to a supervisor ** told someone will call me back. It never happens. These delays impact her diabetic care in a big way and this company should be held accountable for their actions.

    Business Response

    Date: 10/24/2023

    Thank you. We have received the complaint and will work with the patient to get this resolved.

    Customer Answer

    Date: 10/24/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

  • Initial Complaint

    Date:09/22/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was contacted by phone on September 6 by Solara representative who was confirming need to reorder Dexcom G7 sensors which Solara supplies via ********* I told her that I had 10 days of sensor life left. Dense as she was she said okay we will ship the sensors on September 16, obviously that meant that I would have no continuous glucose monitoring while the transit occurred. However, it is now September 22 and according to their myApp which is the only communication available to reach the company unless you have 8 hours to wait on the phone, my order ******* has not processed. All the awful reviews are more than true and the company is oblivious to customers despite the medical and health dangers imposed by their bad business and ignoring customers. This is disgraceful and dangerous behavior by a durable medical goods provider.

    Business Response

    Date: 09/24/2023

    We apologize for any inconvenience and have upper management reviewing this account.  We will contact the patient once completed.

  • Initial Complaint

    Date:09/08/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In response to my previous BBB complaint against this horrible company, they lied and said someone would contact me to resolve this matter. They are liars. No one has contacted me and I have no tracking number. Order #******* needs to be sent immediately or I will be filing suit for breach of contract.

    Business Response

    Date: 09/13/2023

    Order was shipped 9/8/23. ***** tracking number 668792107011

  • Initial Complaint

    Date:09/08/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Mail Order #******* today, The delay is unacceptable.

    Business Response

    Date: 09/08/2023

    The ******************************* will contact the patient and get the issue resolved.

  • Initial Complaint

    Date:06/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In April, I was overcharged ~$1,200 for a new insulin pump that I had already paid $615 for in July 2022. I paid the 1st charge without knowing they had overcharged and the 2nd time they automatically charged my card on file. I pestered them with phone call after phone call, first being told that there is no way it was an incorrect charge, but finally acknowledged it was a mistake when I provided my explanation of benefits from my insurance. Turned autopay off to ensure this would NEVER happen again.Fast forward to May 24th, when I receive a text message that an invoice is available and to reply "Y" to *******. I had just ordered pump supplies and respond "Y" as directed. Then I get a reply saying that they've charged my credit card on file for $738.50. I go to my online portal and click "invoices," where there is no invoice available for the past 2 months (and still nothing appears as I am typing this). I immediately called and was told that they charge the patient before submitting the claim to insurance and sending the supplies out.2 weeks later, on 6/6/23, I spent 1.5 hours on the phone on hold in an attempt to find out where my insulin pump supplies are. Once I got through, the phone rang once and went completely silent. Eventually had to hang up because no one was answering. I called again, waited another 1.5 hours and when I finally got a hold of someone, was told that they would ship "soon." As of today, 6/9/23, my insulin pump supplies still have not shipped, Solara has not sent the claims to my insurance, and they still have my $738.50, which is incorrect because I met my deductible back in April. I've been on the phone for 20 minutes, waiting to talk to someone and my wait is still 45 minutes. This is TIME SENSITIVE, I need my diabetes supplies!

    Business Response

    Date: 06/29/2023

    We apologize for any inconvenience caused to the consumer.  We have refunded her the $738.50 back to her credit card.  We will reach out to her to get her the needed items for her diabetic supplies.

  • Initial Complaint

    Date:04/28/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Started getting calls, emails, text on 4/16 to place new order.Placed order via text. 4/19. Order #******* had proper Sensors but included Test strips that I didn't order.Logged into the web on 4/20 and a 2nd order had been placed.Order #******* for 1/3 of the Sensors. 4/20 I called and waited 45 min. hung up.4/21 I filled a email for contact me with a note after submitting "will receive call back in 24 hours"4/24 called again. waited over 1 hour. Clicked option to "Keep your place in line" never got call back.4/25 filled a email with their corporate contact again "will receive call back in 24 hours"4/26 filled a email full complaint about getting billed for items I did not authorize and getting the incorrect items ordered.

    Business Response

    Date: 05/03/2023

    We apologize for any inconvenience and are working with management to review this account.  We will reach out to the patient asap.

Solara Medical Supplies is NOT a BBB Accredited Business.

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