ComplaintsforDiabetes Supply Center of the Midlands

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I started using a Continuous Glucose Monitor (CGM) in August of 2021. Diabetes Supply Company of the Midlands was recommended to me by a diabetic counselor in my doctor's office. She helped me get set up with the company and deal with the insurance aspect. Things went smoothly for awhile. The company supplies the components of the CGM and mailed them on time and I had set up auto-pay so bills were paid on time. They would email me a receipt. Then, in February of 2023, the company did a software "upgrade" that wiped out all of the payment information in their system. From that time on, it has been nothing but trouble. I am unable to access any of my information on their website, calls go unanswered. I was on hold two days ago for almost two hours. I have a product that needs to be returned so I need a return label. This should be a simple thing to get, and most companies would have a way for you to get it online, print it, and send back the product. But I was told I'd need to call to get the label. I called again this morning and then was told someone else would need to call me to get me the label. I didn't get a call back so I called again and left a specific voicemail that I needed a manager to call me back. Someone called just now, but they didn't have the authority to generate the label. So, I made absolutely no headway today. Supposedly a manager will call me at some point. I am left with no other recourse, but to put a dispute on the charges on my credit card. That's a whole other problem. They are charging me 10 times what I've been charged for this particular component than I've ever paid before. I want to return the unopened product and get my $*** back. It is clear this company has no interest in serving their clients. They are inaccessible and unresponsive. I am in the process of switching to another way of getting my supplies. The sooner I can eliminate my dependence on this company for my supplies, the better. Please don't do any business with this company!

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ** **** *** daughter has been a **** * diabetic *** ** *****. Diabetes supply provides her with supplies she needs to live her life as normal as possible. Recently they have neglected to update their records resulting in her supplies not being sent. Contact via the company’s text message service has been ignored. Contact via email through the company’s website has been ignored. After hours on the phone “representatives” do not understand ******* and repeat the same 4 sentences. Representatives have told me in each call her order is “processing” and will receive a tracking number within 24 hours. Over the weeks past we have yet to receive that number or her supplies. She is now completely out and there is no other supplier that accepts her insurance so we are completely reliant on them. I want a call from the office directly, not some ******* answering service. My daughters life is not a game for them to play with.

  Business response

  03/15/2023

  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 Compliance department

• Initial Complaint

  10/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Diabetes Supply acquired or merged with another smaller company, ************************. I was a customer of ****, and since they were acquired by Diabetes Supply, I have spent the last month trying to reorder necessary diabetes supplies that are prescribed to me by my endocrinologist. I have spent countless hours on the phone with them, been told multiple different (incorrect) stories about the delay, and had promises of calls back that did not get fulfilled. I had no choice but to purchase the necessary diabetes supply for cash out of pocket because I wasted so much time trying to get them to have it go through my insurance. They are *********** to client needs, have ******** customer service, do not follow through, and their ************ has impacted me financially, emotionally, and from a health perspective.

  Business response

  12/02/2022

  Business Response /* (1000, 10, 2022/11/15) */ 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 ************.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I order my insulin pump supplies for my diabetes though this company. I have insurance. When I order supplies they make me pay right away an "estimated copay" which I've never heard of and then 2 months later I'll receive a statement stating I owe more money. For example I paid *** for quicksets and then I got a bill saying *** dollars but I owe *** which doesn't add up and I've called and called and they've explained that they can only estimate what the order will be before insurance can decide how much. The numbers are sketchy and when called in left on hold and never talked to by higher ups.

  Business response

  09/28/2022

  Business Response /* (1000, 17, 2022/09/28) */ Thank you for the opportunity to allow us to address your concerns. The matter has been fully resolved.

• Initial Complaint

  08/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Once again this company continues to draft money from my account. when it has already been established by my insurabce compnay with this company that my deductible as well as my out of pocket has been met since Feb 14, 2022. I agreed verbally to a payment plan in the amount of $*** for the months of March, April and May of 2022 with this being said they were aware of this at that time as well as after those payments were taken f4om me at that time. ,rhis has r3fused to refund all of my money. This company texted stating they were aware of my not having to pay for my supplies on July 5, 2022 but still withdrew funds and again this month on 8/10/22 with no prior permission or acknowledgement to the customer that of being kyself id it was okay to withdraw the funds. This is my second complaint on this company with no resolvement. At this point I no longer want any d3alings with this company all I am asking for is to be refunded all of the money they have taken because accordiny to ***** they can no5 do that if I've exhausted all my responsibilty for payment. I am at mt whits end on this. Please help ******************** who needs supplies but has lost all respect and trust in this company. This company should be shu5 down for the fraidulent activity thay are committing and needs to be stopped immediately, anf or investigated thoroughly. ***************************************************************************************************************************** Please help me on this please. In the meantime I eill be reporting this to my financial instute as well as my imsirance company.

  Business response

  09/27/2022

  Business Response /* (1000, 10, 2022/09/13) */ Hello, To Whom It May Concern, Thank you for providing this information regarding our mutual patient. We have researched this matter and our findings were provided to the company where the patient contacted regarding her concern. We will be taking care of the patient and we will have someone contact the patient right away. We apologize for this experience that the patient has received. Thank you, La Shonda ******* Resolutions Associate, Corporate Compliance, ***********

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 28, 2022 I ordered a refill of my diabetes supplies. I was charged full cost for the supplies pending insurance processing my claim. First they sent the claim to the wrong address, it took 3 months to get them to refile the claim to the correct address. Insurance processed the claim and paid in full in the beginning of June of 2022. I am now owed a refund of over $**** dollars. They said they would mail me a refund check a month ago. I have not received it. When I call I am told it will take 10 more weeks to process. I am supposed to wait from Feb to October to get an over $**** refund processed? This is nonsense. The customer service department that answers calls. Cannot process claims or refunds and will not provide me with a contact who can. They simply tell me they will put in a request with the proper department and I will need to wait.

  Business response

  09/09/2022

  Business Response /* (1000, 8, 2022/08/25) */ We apologize for any inconvenience and have escalated this to upper management to review and respond. Consumer Response /* (3000, 10, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Diabetes Supply over 7 times regarding this issue. Every time I am told it will be escalated and handled. It is never handled. This is not a small amount of money. I have been over charged over $**** since February. It is now the end of August. How many times do I have to be told it will be taken care of and how long do I have to wait for it to be handled. I have been told my refund is approved since June. When then two months later have I not received my money? It does not take this long to issue a check. Consumer Response /* (****, 13, 2022/08/29) */ The complaint can be resolved, I received a check in the mail today. Thanks.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been going around and around for months with them, that they have not been submitting my orders to my insurance correctly. My insurance company does not have any claims from diabetes supply. They have continually been sending me bills and adding on late fees, while I have tried explaining to them they have not been submitting it to my insurance company. They have now sent me to collections instead of submitting the balance to my insurance company.

  Business response

  09/19/2022

  Business Response /* (1000, 10, 2022/08/25) */ All requests have been sent to upper management who will contact the patient. Consumer Response /* (3000, 12, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not contacted me regarding any of this. I still have a balance with them has not been submitted to my insurance. They haven't done anything to resolve any of this. Business Response /* (4000, 17, 2022/09/07) */ . At ***********, we strive to provide our clients with outstanding service and quality medical equipment and supplies. We appreciate the opportunity to respond. This matter has been fully resolved. A member of our Resolutions team reached out to the patient on August 26, 2022 to update the patient on the steps taken to fully resolve the concerns. A written resolution was also sent to the patient at their home address. A direct contact phone number was provided in the event that the patient had any additional questions. Thank you, *********** Resolutions Team

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They keep putting my account on hold for money I don't owe. I show them my credit card statements where it shows they took the money but they claim I still owe it. They refuse to ship me my diabetes supplies and won't even attempt to fix their issues. They ************ never call me back. Just keep sending text messages to call them.

  Business response

  08/05/2022

  Business Response /* (1000, 10, 2022/07/21) */ One of our associates is working on this complaint and will resolve with the patient.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been ordering Diabetic supplies for our daughter beginning April/May 2021. Beginning that time frame, Diabetes supply will only bill my primary insurance (**********************) and then make us pay the difference up front before sending any of our medical equipment for our daughter even though I have a secondary payer (***). When *** does send them adjusted checks to apply to our account (after we have already paid the full amount previously sent forward from ********************** - for example - ******* after ********** were charged to us for $****** but after *** we really should have only paid $*****). Just starting from this Jan. to now (May 5th) we know and have been told we have over $**** in refunds at Diabetes Supply. The problem is this - we have called multiple times requesting to not only have our refund but to stop being billed until *** pays. *** has called on our behalf - multiple times. They won't stop or send a refund. We have been told the refund will come. We have been told the refund will be in our account the next day- that was 2 weeks ago. Then it was someone's mistake and it would be mailed. That was last week. It's always a story. Then there was a charge with no approval on our debit card. Now I am talking to corporate at ************ and they can't figure out how to do the refund because "it's too big to refund". We have been asking for weeks. We had a $*** taken out without our approval and no invoice to be sent on 4/4. Still nothing to our secondary payer. I called today to ************ and was told it could be next week for a refund. Our total account she said is now looking at possibly $****. It keeps growing but we are never going to get it back. How is this legal? We asked for a statement. Nothing has been sent. We need someone to look into this and figure out how this is possible.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/11) */ The Corporate Compliance Department will contact the patient and get the issue resolved. Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already been calling to check on the time frame of the refund from the corporate office (************) and even after talking to them for a week (almost every day) and having our secondary payer trying to send them our EOB's, we still don't have our refund sent. The lady told us they approved our refund - just as it was several weeks previous, but again, it is in the works to be sent, as it was several weeks previous with no proof. We feel as if they are "waiting us out" and will just keep our money and we keep getting told different amounts and different time frames for the refund - this from the corporate office as well. We have asked for an itemized statement so we can try and see how over charged we are but truly just want the majority of our refund back at this point. We feel as if this company won't ever refund any of our money and keeps stalling. Business Response /* (4000, 9, 2022/05/19) */ 3:31 PM Stephanie ****** We do apologize for any inconvenience caused to the consumer. When our company was notified of the situation, we investigated the issue and found that a refund had not been entered. A refund was requested on May 6, 2022 and is in process of being completed. We have notified the consumer that as soon as we get the tracking number from Accounts Payable, we will notify them and have it overnighted.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company continuously put my account on a "hold" and prevented me from receiving diabetes supplies because they stated that I owed them money when in fact, I did not. Company overcharged me for diabetes supplies on multiple occasions because they did not put the supplies through my insurances on file. Company took payment directly from my account and then claimed they never received the payment and that my account was delinquent. The company continuously told me that I was a delinquent account and would not allow me to receive my supplies until I made multiple complaints. Company overcharged me for diabetes supplies.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/29) */ The Corporate Compliance Department will contact the patient and get the issue resolved.

*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. ↩