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Complaint Details
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Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My grandson is Type 1 diabetic. His Dexcom supplies are supposed to be sent through Pinnacle Medical Solutions. He has not received any supplies from them the past 3 months. I've attempted contacting them with no response. I've called numerous times only to be hung up on after staying on hold for over half an hour with almost every call. We only received supplies 4 out of 12 months last year and have not received any supplies this year. Insurance has covered all of his supplies but the supplies are not being shipped to us.Business response
04/03/2024
Greetings & Hello,
We acknowledge receipt of our mutual consumers complaint.We will have a thorough investigation regarding this matter and a Resolution Specialist will reach out directly to the consumer. We will keep the consumer informed of our findings and any necessary updates. Should you have any further questions or concerns in the interim, please do not hesitate to contact us directly.
Thank you for bringing this to our attention.
Sincerely,
Corporate Compliance teamInitial Complaint
07/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In April 2023, I attempted to reorder Dexcom supplies from Pinnacle, which has been the distributor I've used for 18+ months now to order these supplies. I provided my insurance information and updated provider information, and despite calling Pinnacle and emailing them to inquire about my order status, I was repeatedly hung up on, told that they were processing my order and to just wait, and that my order would be (or, at several points, had already been) shipping out in "the next few days." They also cancelled my order outright without contacting me at one point in May. This continued for months, to the point that I've had to completely abandon using the Dexcom system because Pinnacle would not fulfill my order. What is so strange about this is that one, this had never happened before, and two, my insurance covers everything so there wasn't any issue with coverage and an out of pocket cost since it was covered 100%. I even asked to speak with supervisors on several occasions, and they did everything from tell me the "insurance" was a plan that hadn't been active for years prior, that it was my doctor's ***** when they had a previous physician that I'd already updated them on and confirmed new information, etc. This seems like negligent management because knowing that their customers are also patients who have diabetes... not having access to medical supplies is dangerous and risky. I missed work due to severe high blood sugar from not having Dexcom CGM supplies, thanks to this company. I'd like an actual answer from them as to what was going on with this entire mess since my requests up until now have been ignored from them. I have attached the only correspondence I have from them.Business response
07/10/2023
Greetings & Hello.
We would like to thank you for bringing this matter to our attention. A team member has been assigned to investigate this matter on your behalf of the consumer and will be in contact with them directly with our team members findings.
Thank you,
Corporate *********************Initial Complaint
04/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered supplies on March 28th,2023 and it is now April 20th with no pump supplies still. My glucose numbers are all over the place and is now effecting my kidneys that only has 40% function left (probably lower now due to all this). The stress, back and forth, being told wrong things, *********** levels, and effecting my work life has been too much for me to handle. I am almost to the point of giving up as I dont have any other options left. Spoke to ****** today to assured me they would overnight a package to me so we shall see but this has been an awful experience especially for a new diabetic.Business response
05/30/2023
My name is La ******, and I am a Resolutions Specialist, here in the ******************************* at AdaptHealth.Thank you for reaching out. We have resolved this matter with the patient.Initial Complaint
04/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On February 22 I contacted Pinnacle Medical to refill Dexcom CGM supplies (1x transmitter and 3x sensors) and was notified that the company was purchased by AdaptHealth and received confirmation of the order. On March 2nd I finally received a notification from Solara Medical (affiliated with AdaptHealth) that the order had shipped with 1Z92R5620324718756 tracking from **** Over the next several days I received updates the package was being delivered, then redirected and finally "returned to sender." (final delivery notice attached) I have since called Pinnacle Medical / AdaptHealth on March 13, March 22, March 28, and April 3, each time being told that the order was initially sent to a wrong address and "an investigation was underway" and that a replacement could not be sent because "the order was delivered" (albeit to the wrong address). The company has filed a claim for the supplies with my insurance, for $1128.28 and sent me a bill for the remaining $446.22, which they have declined to withdraw. As the receiver, *** will not provide me additional information regarding the shipment or allow me to file a claim for the value of the lost shipment, stating that it is the responsibility of the sender. After more than a month, I have no medical supplies and a $446.22 bill from the supplier, Pinnacle Medical / AdaptHealth that apparently have no intention of replacing the supplies.Business response
05/10/2023
Hello and thank you for bringing this matter to our attention. A team member will be assigned to investigate and will be in contact with you.
Thank you,
Corporate *********************Initial Complaint
04/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am a type 1 diabetic who gets her medical supplies from Pinnacle Medical Solutions. On March 16th after several tried through email and text to submit my next order, I used the new app they have to place the order. Last week on March 23rd, I called to see what was going on with the order. The guy I spoke to said it was already with their shipping department and he couldnt give me any information. Tuesdays march 28th, I called to check the status because Ive had the same issue for the last 4 months where they give me the run around about my supplies and I dont get them on time. So when I called on the 28th, they I spoke to told me it would be overnighted to me and I would receive my supplies the next day on the 29th. When I called on the 29th after not recovering the supplies, I was told it was with the carrier and there was nothing they could tell me about the order. That overnight shipping means next day or the day after. Well today the 30th. I still do not have my diabetic supplies. These are supplies I have to have. So for the month of march I did not receive any diabetic supplies, Im without my supplies and the company wont tell me anything. Normally Id give them a chance or two because I know things can be cray but this has been going on for 4 months, my supplies come later and later, with a different story told to me every time I call and now this month they have left me without any diabetic supplies. WhT am I supposed to do?Business response
04/03/2023
We are the WRONG company to contact regarding this BBB complaint. Our company, ********************** DBA ** Medical Supplies does NOT sell diabetic supplies at all. We sell mobility equipment such as lift chairs, stair lifts, and vertical lifts. The customer needs to contact the company calling itself ****** based in *******. See attachment. They specialize in diabetic supplies. Their ******* address and their phone number is furnished in the attachment. We are the WRONG VENDOR.Initial Complaint
03/09/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
The company had wrong personal information for my diabetic supply order. I was personally at my doctor's ****** and gave them the fax number that Pinnacle supplied to me to fax the current prescription information to complete the order. Still claim they do not have the proper paper work from my doctor to file with insurance to process order. Do not call to check on order. I am now a month and a half past needed medical equipment.Initial Complaint
02/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In January 2023, the week of January 8 I developed shingles on my lower back and torso and it continued for 4 weeks. During the 4 weeks that I was ill I needed more insulin than usual due to my blood sugars responding naturally to pain and the viral infection in my body. On February 10 approximately I realized that I would be out of pump supplies before I was due to receive a shipment in March. I contacted Pinnacle by phone to ask if I could extend my payment agreement plan to include extra supplies should I need them. I received the information that I should not have a problem with the payment plan. On February 17 I contacted ******** about more supplies needed and was told that I would have to contact my provider and get an updated prescription for one box of supplies to last until I could get a usual refill shipment. I contacted my provider and later the same day they confirmed with me that they had sent my request to Pinnacle. I contacted Pinnacle on Tuesday, February 21 in the morning to get an update on the order and was informed that my order would be shipping out that day, February 21. I never received an order. This morning I contacted Pinnacle. At this time I have been without pump supplies for 6 days. I have had an average of 275 blood sugars and multiple times have had 400 and 450 BS. I was informed today that there was not an order placed until today and they would ship it as soon as the carrier arrived. I asked for a callback and they told me I would receive a tracking number but after discussion agreed to give me a call back.Business response
05/02/2023
Hello and thank you for bringing this matter to our attention. For our mutual patient **************************A team member has been assigned to investigate this matter and their findings has been communicated directly to the patient.Resolutions Specialist,
Corporate Compliance, AdaptHealth
P: ************
Initial Complaint
02/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am a diabetic and I use a insulin pump to treat my condition. I don't know why but pinnacle is refusing to send me my supplies. I have not received any supplies from them for last month and it is almost time for me to reorder for this month. They are basically refusing to send my supplies and I don't know why as my account and paperwork are all in good standing. I need my supplies and they aren't sending them.Customer response
02/28/2023
I am missing supplies from the order I just received from last month's order (one month behind schedule). Also the order was incomplete. The order is still missing two items and they are lancets and test strips.Initial Complaint
01/12/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
This company is attempting to bill me and my insurance company. I did not use them on the dates they have claimed and they refuse to respond. I haven't even been in this country or at this address.Initial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I did not order this *********** are billing me $225. I have talked to the company several time & told them i did not order. My Medical was billed over $1,000 for this product. I'm not being told that this is going on my credit report & could *** me.Business response
06/20/2022
We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and reach out to the patient.
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