ComplaintsforSolara Medical Supplies

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  04/17/2024

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  10/24/2023

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

  Customer response

  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

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  09/24/2023

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  09/13/2023

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Mail Order #******* today, The delay is unacceptable.

  Business response

  09/08/2023

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

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I await Order #*******., As always, Solara refused to send this order out timely, and I am about to run out of Dexcom Sensors.I have had it with this awful, disgusting company. This company is an awful disgrace, and I will be sending additional correspondence to the *** of my health insurance company requesting that my health insurance company stop doing business with Solara on account of their awful, irresponsible lack of service. You are going to kill someone some day with your lazy negligence. Kindly be advised that, on average, wrongful death is an award in the millions. Get your act together.

  Business response

  12/02/2022

  This has been resolved. Director, **************** was in contact with the consumer on 11/30/22.

  Thank you

  Corporate Compliance Department

  Customer response

  12/02/2022

  [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:

   

  This has been an ongoing issue. This company simply doesnt care. This response does not address the fact that I go through this every three months. These people need to ship prescriptions when they are due. I'm just going to end up complaining to the BBB again in three months. These people need to do something so that I don't have to do this every three months. Account notes, automatic escalation to a different team, something. This response does not address the fact that this has been an ongoing issue for over a year and accordingly I reject it. 
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

  Business response

  12/05/2022

  Hello and thank you for the additional response,

  the issue was addressed with the consumer by the Director of **************** outlining stipulations of how soon supplies can be shipped based on the contract Solara has with the consumers insurance- The Director of **************** stated in his email response to the consumer, that his demaid is early based on the last order that was shipped,  if he has any additonal information from the insurance stating they will pay to ship supplies earlier it was requested to please provide to Solara. Likewise, he can have the insurance contact Solara with this information.

  The consumer was also provided correct contact information for Solara's Leadership should he need to contact them. Review of the account shows the supplies are currently in shipping due to be shipped today, 12/5/22.

   

  Thank you,

   

   

• Initial Complaint

  08/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug 4, 2022, I ordered urgent diabetic supplies. I ordered 9 boxes each of Mio Advanced infusion sets and reservoirs for my Medtronic insulin pump. It is not only urgently needed but a matter of life and death as I am a type 1 diabetic and cannot live without my insulin. On Aug. 13, 2022, I received one box of mio infusion sets. The wrong infusion sets and 8 boxes short. Now Solara will not send me anymore infusion sets till next month as they say ******** won't allow them.This is an on-going problem. I have tried since April 2022 to get my 3-month supply of 9 boxes of Mio Advanced and reservoirs and I cannot get Solara to send me a correct order. We verify the order when I call in and I NEVER get the right order.I need your help urgently. If you look at other comments about Solara's service, this is an ongoing problem for everyone who uses them.

  Business response

  08/17/2022

  Hello and thank you for providing this information.

  We are actively reviewing your concerns and will reach out to you with additional response

  Thank you

  Corporate Compliance Department

*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. ↩