ComplaintsforDiabetes Supply Center of the Midlands

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received my diabetic supplies and bill in 10/2023 for an order placed 9/28/2023. The following are related to said order. I called 10/262023 and 11/7/2023 to inform them the charges weren’t submitted to any insurance, they verified my insurance and only had my secondary insurance on file and not my primary. This was updated and I was told it would be resubmitted through both insurances. They told me I could disregard the bill. I called 12/12/2023 due to receiving a text message saying my account was on hold for coordination of benefits. They were submitting charges to my secondary insurance which I had received a denied eob for, but not my primary insurance so the charges submitted were getting denied. They stated it was a mistake on their part, and they would request to reprocess and unhold my account. I called 12/18/2023 due to getting a second text about coordination of benefits issues and account being held. I was told to disregard the text message and that the outstanding balance on my account was suspended. I called 1/18/2024 after receiving another bill. The charges had been submitted to my primary insurance and I received an eob accepting the charges but not from my secondary insurance, I informed them it needed to be submitted to my secondary insurance still and was told the balance was suspended, that I could disregard the bill until it is submitted to insurance, and they are waiting to hear back from the billers about the statement. I called 6/19/2024 from receiving multiple bills and now an added late fee. I explained the charges have not been submitted to my secondary insurance, and that I had been told to disregard the bills until properly submitted. I was told they were resubmitting charges to my secondary insurance. I called 7/1/2024 to try and resolve this issue again and was told they were sending it to collections. I’ve been trying to resolve this issue for 7 months, something I believe should be simple to fix has been made complicated.

  Business response

  07/09/2024

  We apologize for any inconvenience this may have caused. Upper management is reviewing the patient's account, and we will reach out to the patient once completed. 

  Customer response

  07/16/2024

   
  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

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/25, I replied to an auto text to refill my supply order of omnipod 5s, dexcom g6 transmitter, & dexcom g6 sensors. On 5/30, I was informed my order was ready for pick up. I had already met my insurance plan’s deductible & out of pocket max, cost should’ve been $0. Upon arrival I was told the order cost $159. I politely informed them of meeting my OOM. That did not satisfy the representatives at the front counter so I asked to speak with a supervisor. **** came out from the back offices to investigate but was adamant I owed $159 & would not release the supplies without payment. After asking & being denied access to a pharmacist, I told her I would be speaking to higher ups & left the office without my order. My endo’s office gave me the # of a rep who could help at DSC. I called her immediately & she said she’d get to the bottom of it. On 5/31 she said I’d need to speak with my insurance to resolve. I have been running without a CGM since the evening of Saturday, June 1. It’s taken many calls with insurance to rectify this. As I write this (6/4 at 4 P.M.) the supplies I was told would be overnighted yesterday are not here. BCBS again reached out for an update. *update* The supply order is delayed & now won’t be arriving until 6/5. After speaking with another Director of Sales, ****** my insurance rep said the shipment is delayed but ***** would personally make the supplies available for pick up if delayed again. While I am grateful for their efforts - this is truly a life or death matter that cannot be ignored. DSC’s negligent actions have left me living with high blood sugars bc my pump cannot run in auto mode without data. I pride myself in my strict disease management - it’s why I’ve been so healthy for 23 years as a 34 yo. But this situation has had major, negative consequences for my health & DSC is to blame.

  Business response

  06/13/2024

  The Corporate Compliance Department will contact the patient and get the issue resolved.
  
  

  Customer response

  06/13/2024

  
  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

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Not receiving diabetic supplies, after being told it was being processed, then being told need to contact insurance and the insurance company never received any request, same with the doctors office. This has happened more then one time, causing me to be without my pump or sensor(I’m type one diabetic). Have already been in dka once and very close to being an emergency. All I hear at this point is that it’s being checked into, I’ve currently been without my pump now for nearly a month and for me it can be life or death situation

  Business response

  03/20/2024

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

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had problems with getting my diabetic supplies since the beginning of January when my medical insurance changed. I had been given the runaround until the 1-12-2024 when I was told that they was able to place my order. On 1-19-2024 they messaged me telling me that they didn’t know if they was supposed to be billing my DME or RX that once they determine that information that they’d ship it out as soon as possible. On 1-20-2024 I was told your order is already processed and it is currently handled by our Quality Assurance team and it will be handled soon by our shipping we are going to send you a tracking number soon. On 1-26-2024 I messaged them that I was trying to get a tracking number cause my wife that was having the same problems received her order 1-25-2024. On 1-29-2024 I received a message back saying Hi *****, we're glad to see your Dexcom Sensor order has been successfully delivered by *** last Thursday, January 25 at 10:57 A.M. We just wanted to confirm if you received this order? I responded I haven't seen it but I'll check with my wife and my roommate just to make sure it they didn't bring it in and forget to tell me. Which they responded Please let us know once you received the package. Thank you, Diabetes Supply. The following day 1-30-2024 I sent Sorry it took me so long to get back to you it's been a crazy week but I have talked to my wife, roommate, and a couple of neighbors (just in case it was delivered to wrong place by mistake) but I haven't been able to locate where they might be. 2-1-2024 I received a response Hi *****! Thank you so much for letting us know and appreciate you for trying to check first on your end. If that's the case, kindly coordinate to *** as it was declared as delivered here on us. Thank you! -Diabetes Supply. As of today 2-9-2025 I still haven’t received my supplies I’ve spent 2 hrs on the phone being told by diabetic Supply to contact *** and *** telling me to contact diabetic supply and I problem hasn’t been solved

  Business response

  02/19/2024

  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

  Customer response

  03/14/2024

  They never contacted me no letters in the mail

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

   

  Business response

  04/08/2024

  Greetings,

  This complaint has been resolved and closed on our end. This complaint has been resolved directly with the consumer as of 2/19/2024.

  Thank you,

  Coroporate Compliance Department 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I began using the ****** ****** ** **** in February, 2023 from a request by *** ***** * *********** ** with *** ***** *** Des Moines Diabetes & Endocrinology Care, Des Moines, IA. In April, 2023, I decided the pump was not working for me. I notified *** *********** I was returning the pump to Diabetes Supply, of Omaha, NE. I paid all invoices for the pump rental to Diabetes Supply from Feb 2023 to May, 2023. I notified Diabetes Supply in May I was returning the pump. The pump was mailed on May 30, 2023 to Omaha, NE, by USPS Priority Mail, Tracking * **************************, delivered on June 1, 2023 and received by signature of * ***** at the address, 68134 zip code. I continue to receive monthly rental bills for the ****** ****** ** ***. I have contacted the billing department at Diabetes Supply office each month, and continue to NOT receive and clarification or indication of stopping the monthly bills. My last call was placed on August 21, 2023, and I talked with a person Named ****** who said she would call me back on August 22, 2023, which she DID NOT. I am registering a complaint against Diabetes Supply, Omaha, NE, for continue harassment by sending monthly bills and not completing a process to end the billing. I have attached images of the USPS receipt of the Pump package and an image of the USPS delivery of the item in Omaha, NE

  Business response

  09/05/2023

  The account is being reviewed and someone from our diabetic team will be reaching out to you shortly to address your concerns. 

  Business response

  09/05/2023

  This complaint is being reviewed. Please allow us time to look into the account and someone will reach out to the patient to try to resolve the issues the patient is having.

  Customer response

  09/14/2023

  
  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.

  Issue resolved.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DIABETES SUPPY CENTER OF THE MIDLANDS ************** HAS INCORRECTLY FILED A CLAIM WITH MY INSURANCE AND IS NOW SENDING ME A BILL TO PAY, OR THREATENING TO TURN ME OVER TO COLLECTIONS. I CANNOT FILE THE CLAIM ON MY INSURANCE, DIABETES SUPPLY CENTER NEEDS TO DO IT. THEY MADE THE ERROR AND THEY SHOULD BE THE ONES TO FIX IT. THIS IS IN REGARDS TO INVOICE ******* FOR $***** WHICH THEY ARE NOW TRYING TO CHARGE A $** LATE FEE ON TOP OF. ALL THIS AFTER ONE OF THEIR AGENTS PREVIOUSLY TOLD ME THAT THE MISTAKE WAS ON THEIR END AND IT WOULD BE TAKEN CARE OF. I HAVE BEEN UNABLE TO GET AHOLD OF ANYONE THAT CAN TAKE CARE OF THIS IN AT LEAST 3-4 PHONE CALLS. THERE ARE NO SUPERVISORS THAT WILL ACTUALLY ANSWER THE PHONE OR RETURN A CALL. SUPERVISOR BRENDA WAS SUPPOSED TO CALL LAST WEEK AND NO CALL EVER WAS RECEIVED. AGENTS ON THE HOTLINE SEEM POWERLESS TO DO ANYTHING.

  Business response

  06/20/2023

  We apologize for any inconvenience and are having management review this account.  We will contact this patient once reviewed.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 8, 2023. I paid $** for my diabetic supplies with Diabetic Supplies of the Midlands ** ***** **. I was told that my diabetic supplies would be shipped out that day. Since then I have been calling and texting this company. I get told that my supplies will ship out and that I would receive a confirmation email with the tracking number. I still haven't received any confirmation email, tracking number OR my diabetic supplies. This company took my money and is now refusing to send me my supplies needed to manage my health. I've been out of my diabetic sensors since May 15, 2023 and I can't receive more. The order was cancelled on May 18, 2023 and this company is refusing to refund my $**. This company has been a nightmare to work with, they constantly tell you the order is being processed when it's not. They tell you it will be shipped out that day, when it's not. They lie over and over to their customers, and blatantly ignoring they are playing a dangerous game with people's heath!!!! This company needs to be shut down!

  Business response

  06/01/2023

  Good morning 

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and we will contact the patient.  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 13, 2023, the Diabetes Supply Center (****** ******* ***** ******) charged my HSA $******** for a supply order. By the time the claim was submitted to my health insurance **** ***** **** ******, I had already met my deductible/out of pocket maximum for 2023. **** ***** **** ****** paid the allowable charge of $******** and my total cost is $0. Diabetes Supply Center owes me a refund of $********. They have not sent any statements and did not inform me that I have a credit balance. They said that they do not automatically issue refunds. Their customers have to catch it. They also still owe me $****** from March 7, 2022, that I was overcharged in the same way. They did not apply that credit to the transaction in 2023. I was told on October 21, 2022, that $****** would be refunded to my HSA. That was not done. Now I need a credit refund for $********.

  Business response

  05/16/2023

  We apologize for any inconvenience and are working with management to review this account.  We will be contacting the patient once resolution is reached.

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will not accept a response until I receive my refund. They have had some of my money for 14 months and the rest for more than 3 months.
  
  Sincerely,
  
  Cindy *********

  Business response

  05/16/2023

  We just received this grievance and will have a response once the account has been reviewed.

  Customer response

  05/25/2023

  I have received a refund check for my overpayment. I will be moving my business to another medical supplier as they overcharged me two years in a row without notifying me or refunding my money automatically. 

  Customer response

  05/25/2023

  
  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,
  
  Cindy *********

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They overcharged me $*** for an order that got canceled no one contacted meto tell me that the order had been canceled... I ran out of medical supplies because of this. They charged me again and did not inform me that I had a credit on my account previous ly Now I have credits totaling almost $*** when they won't refund it back to my card

  Business response

  05/04/2023

  Good morning 

  We apologize for the inconvenience you have encountered. A team member from our corporate compliance department will review the account and contact the patient.  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had issues with the company for the past 3 years. They are continually late sending my ****** sensors and I go without them for several days. I have asked repeatedly to be called by a manager without getting one. If you try to call this company, they are no longer out of *****. The wait time is over an hour. If you leave a message to get a callback, you never get a callback. You are supposed to be able to text them. When you text them, you never receive a reply. When you do get someone on the phone, they are never polite. They act as if you are interrupting their day. ** ****** **** ******* *** **** ******* *** *** **** ****** *** *** *** *** **** ******* ** *** **** ******** *** this company doesn't give a hoot about getting medical supplies to people who need them on time. I would really like there to be some repercussions. This company is messing with people and their health. It isn't a game. From the looks of it, I'm not the only person complaining about this same issue. This company shouldn't even be in business!

  Business response

  05/10/2023

  We apologize for any inconvenience caused to the consumer.  We have attempted to reach the consumer at the number provided to discuss the concerns listed, but we have been unable to reach the consumer.  A message was left for the consumer to reach me, Stephanie, at ************.

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