ComplaintsforMedtronic Diabetes

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  . I placed an order number ******** on 07/02/2024. I informed the agent that I spoke with that I recently started with a new insurance company (which was actually a previous policy so had). I requested payment information and whether Medtronic was still in network. The agent confirmed my insurance and explained that the only way she could provide pricing was to run the order through without shipping the order to which I agreed. After confirming that my prescription was still active, she explained that an order of 3 boxes of reservoirs and 3 boxes of infusion sets would be a $0 copay on my part. She asked if I would like to complete the order. I confirmed that I would. I then asked about the G7 sensors. She explained that my prescription is still active and ran it through insurance. She explained that my copay was also $0 for the sensors. I requested those as well. The supplies arrived several days later. On 07/25/2024, a bill arrived from Medtronic for approximately $400 for this order. I called the billing department and spoke with an agent. The agent stated that there was nothing the billing department could. I requested a supervisor and spoke with ****. I explained the situation to ****. He informed me that he was unable to listen to the original call from 07/02/2024 because he is not in the ordering department and did no access to it. He instructed me to speak with the ordering department and to request a supervisor so that the recorded conversation could be reviewed. I called and requested a supervisor. An agent in the ordering department insisted on knowing all the details of the situation and told me nothing could be done and that I should call my insurance. Cont

  Business response

  08/28/2024

  Please see our response to Complaint #********, attached. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sensors only last 3 days, transmitters need replaced every month, they went cheaper with components and the customers have to suffer with their mistakes

  Business response

  08/15/2024

  Please see response to claim 22138762

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on 12/22/23 a Medtronic salesperson promised me this new pump would cost me 500 dollars max out of pocket and change my world as far as ****************** from a CGM system.Now they are refusing to provide me with supplies this ****** dollar pump. They did not mention the new supplies cost 10x more for this new pump.This is fraud at the very least, please someone investigate this predator behavior.I cant afford the new supplies for my type 1 diabetes, I need insulin to survive and they have exploited this to make money

  Business response

  08/15/2024

  Please see the response for Complaint 22093416

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a Medtronic customer for several years. I had been ordering my supplies through them. On 10/01/2023 my insurance changed from Medical Mutual to United Healthcare. I had notified Medtronic but on 10/9/2023 they billed $1,119 to Medical Mutual which of course was denied. If they billed correctly there should have been an adjustment of $797.90 from UHC leaving $321.10. Prior to that I had paid $800 on my own. After that there were a couple of other shipments and the total owed should have been $772.70 (taking into account the adjustment) Therefore they should owe me $27.30 but instead after several months calling them and them saying they would correct it sent $321.10 to a collection agency and still had me owing $130.50!!! I had no other option at that point but to pay both bills and told them cancel my account and refund any money owed $478.90. Please give them a poor rating if not resolved!!

  Business response

  08/13/2024

  Hello. Please see attached response to complaint ID ******** 

  Customer response

  08/15/2024

  Complaint: 22095541
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  Customer response

  08/19/2024

  Complaint: 22095541
  
  I am rejecting this response because:I am enclosing the documentation from my United Healthcare.  The medical claim # EE25920207 shows date of service 10/20/23.  It was submitted correctly, so the plan discount was applied.  The medical claim #EJ88269176 was not date of service 3/12/2024.  This the date when Medtronics finally submitted the claim for date of service 10/9/23.  As you can see the plan discount was applied, unlike when they incorrectly filed with my old insurance.  In March 2024 I was not even using Medtronics anymore and using another diabetic supplier.  As a reminder from my previous uploads, I had already at that time paid $800 out of pocket, therefore if you apply the plan discount I have overpaid and did not owe the balance you sent to a collection agency!  Refer to my original BBB complaint, and refund money owed to me!
  
  Regards,
  
  ***************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Medtronic broke HIPPA by selling my information to Monterey Collections with an inaccurate charge of $3086.08. A letter was sent to Medtronic by my lawyers to stop furnishing information to the company without my consent. A letter was also sent to ******** Collections to remove the information being sent to the ************** Medtronic has refused to respond to the letter sent and has not rectified the issue. There was no written agreement giving Medtronic any legal right to furnish my information to Monterey Collection. I would like Medtronic to cease all furnishing of my health information to a third party and to reapond to the inquiry sent by my lawyers.

  Business response

  08/19/2024

  Please see our response to complaint 22063167

  Customer response

  08/20/2024

  Complaint: 22063167
  
  I am rejecting this response because there is no resolution to the complaint. A resolution that provides both the customer and the business with a chance to have a tangible outcome to the disputed complaint. This is an outdated charge and I am requesting for this charge to be vacated at this time. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes I keep getting bills from Medtronic I have spoken to the company on several occasions I went bankrupt I gave them the information including my attorney and they are still trying to collect money this is harrasment once a person goes into bankruptcy a company leaves that person alone they are harrassing me and I want it to stop.

  Business response

  07/29/2024

  Please see our response for Complaint ID ********

• Initial Complaint

  07/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Medtronic Diabetes has repeatedly stolen my health insurance benefits for Type 1 Diabetes supplies (i.e., insulin reservoirs and infusion sets). They continue to play games with the timing of supply allocations relative to my insurance benefits by sending my the incorrect supplies in shipments, requiring me to ship back the improper supplies, and then claiming that the timing for them to reship me the correct supplies then falls within the new window of supplies availability and then never resending me the correct supplies that are needed for me to survive. My wife and I have executive level jobs and have spent countless hours on the phone with Medtronic to correct these issues - to no avail. Our latest phone call with them was today, July 15, 2024 and it just concluded after 1 hour, 45 minutes. We still do not have the correct supplies and Medtronic refused to correct a past shipment for the month of June, which was to include a 30-day supply of "Extended" Insulin Reservoirs and Infusions sets. My ability to survive depends ENTIRELY upon my access to these supplies. I need the BBB, **** and anyone else who will listen to help me. PLEASE!!!

  Business response

  07/30/2024

  Please see attached response for complaint ID ********

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son called in on 06/20 to reorder supplies and give new insurance information. He then received the attached email stating that insurance has approved the supplies to be sent out that day and would receive them within 3 business days. He did not receive them, so he called only be told that his prescription expired on 06/26. When calling they would only say we need a new prescription. Spoke to several managers and they said they would do their due diligence to get a new prescription from the doctor. I called the doctor around 1:30 (6/27) or so to be told that they have not received the order. I then called Medtronic back to speak with *** who I spoke with, and she was not available. I asked to speak to another manager. I sat on hold to again, to be told they need a prescription and that they reached out to the doctor and was told that my son had to make an appointment. He does have an appointment. If you were doing your due diligence, *** would have reached out and told us that. In which she did not. Then I was told that the prescription needs to be clearer because it stated it expired on 06/2024. That was a lie because if that was the case they would not be saying that the prescription expired on 06/26/2024. I sat on hold again for another hour and a half again to be told need a prescription. Explained that Medtronic made the error and if they just could send a couple of supplies to hold him over until it is straightened out again need a prescription. I asked to speak to another manager again put on hold. Reminded I called at 2:47 pm and I finally had to hang up at 4:40 because I had an appointment. Never received a call back to see if we got disconnected. As of 8:12 am this morning the doctors have not received anything from Medtronic. We need his supplies and cannot even get a couple of things to hold him over until this is resolved. I feel that this is their mistake, and they need to take ownership and send the supplies even if it a couple of things.

  Business response

  07/18/2024

  Please see attached response to Complaint ID ********

  Customer response

  07/19/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Medtonic insists on handling all the calculations related to the the amount of supplies you order and in this case they calculated the wrong amount of supplies to send me based on my prescription. When I ran out of supplies sooner than my order I proceeded to do my own calculations to find out why. After my calculation they ***** way short on my order. After talking to support it was agreed that they made a mistake and the correct amount would be shipped. Little did I know they would bill my insurance company for the cost. Unfortunately, the shipment fell in a new year and now they want to charge me $88.+ left on my deductible. I do not feel I should have to pay for their mistake considering it would have been cheaper to get the supplies from the pharmacy had I been given the choice. I talked with them on several occasions and the matter was supposed to be corrected. Well they keep calling and emailing and calling and emailing me for the money telling me I have to pay. I finally lost it with them after many phone calls as the supervisor tried to tell me that is what I ordered it that way the time before. She would not calculate the correct amount that should have been shipped for my prescription like the original support person did. This is a very bad company whose products do not work. I had so many replacements sent in the 6 months I used their system. The reason I did not need the supply order corrected from the time before was that the representative in my doctors office gave the supplies I needed to keep me as a company. Now they are threatening to take me to collections for their mistake. Very bad products and service.

  Business response

  07/10/2024

  Please see attached response for complaint 21906758

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for supplies for my insulin pump. Well over a week goes by and I do not hear back. Finally I get an email stating they are waiting on the prescription from my doctor. I contacted my doctors office and they said they had faxed it over multiple times. I tried emailing Medtronic (at the email address in which they had previously contacted me) and I got no response. This went on for several days as I was out of the country and couldn't call during business hours. I finally get home and call to find out they STILL claim to not have the prescription. I wait on the line with the rep while he calls the doctors office and says they are sending the prescription over and he will monitor. Day goes on and I don't hear back, so I call back and am told they received the prescription, but are now reviewing it and it could take 2-3 days. As I have told them, over and over, I don't have 2-3 days as this is already 3 weeks in, I am traveling again in a few days, and am going to run out of supplies before I return. I told them I didn't even need run through on insurance, I will pay for them just get them to me, but they won't do that. This is literal life and death stuff, and we are talking about plastic components to a pump (which they KNOW they sold me) yet we are held up by a prescription? Absolutely ridiculous how this is being handled. I cannot get an email response, nobody will call me back after saying they will, just HORRIBLE experience.Glad I was approved for a trial of the Omnipod system as it is probably best for me to make a switch sooner than later, as this company doesn't care about actual health, just the bottom line.

  Business response

  07/10/2024

  Please see attached response for complaint 21906580

  Customer response

  07/11/2024

  Complaint: 21906580
  
  I am rejecting this response because: Medtronic refuses to accept responsibility and are choosing to deflect to something that was already mentioned, which wasn't the primary issue here. I clearly mentioned they were originally sending the wrong documents, but once that was uncovered was when Medtronic failed to do their job, and now we have uncovered lies told by them. You see Medtronic never faxed the prescription documents to the doctors office. As I mentioned, they tried faxing my cell phone multiple times. When I would call they said "no we are faxing the number your doctors office gave us..." which was nothing but a lie. You see they never even asked the doctors office for their correct fax number, because if they had they would know it wasn't the one Medtronic had on file from before. I know this because I called them and they gave me the accurate one and I managed to give it to another supplier, who managed to get the prescription without any issues and had my supplies to me in less than 48 hours. Something Medtronic couldn't do in 3 weeks! 

  The fact they are making excuses and not owning up to their inability to do the job just further emphasizes how they are as a company. And the fact it took the BBB having to repeatedly reach out to get a response is even more telling. 

  Regards,
  
  *****************

  Business response

  07/12/2024

  Please see Medtronic's final response to this claim, in the attached PDF. Thank you

*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. ↩