ComplaintsforMedtronic Diabetes

Diabetic Supplies

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Initial Complaint
06/26/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
Initial Complaint
06/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filled a prescription for a Inpen that was delivered 05/22. On 05/23 I tried to use the device and it was the incorrect model. The box did say the correct model, however the cartridge inside was the incorrect model. I called and they said I would have to talk to the pharmacy since I did not buy direct. They said that I was filling it early. I said I was concerned about my current one because the tube was broken. They offered to warranty that one. Then asked me to get with the pharmacy. After several days the pharmacy said I had to contact Medtronic Tech support. I have talked to them multiple time and they have still not replaced my device. They have said they needed a new prescription. Even though they did not on my current device. They could not explain why. Also, they said they sent my information to my doctor. The doctor's name they gave me I have never visited. So that means the sent medical information without my authorization which might be a HIPPA violation. I just want the correct device that I paid for, that was also filed on my insurance. It has almost been a month.
Business response
07/10/2024
Please see attached response for complaint 21878472
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is the second time that I have purchased diabetic supplies for my insulin pump from Medtronics. I have previously file a complaint with you about there deceptive practices and as a result of that complaint they told me that they would fix my supply issue. They ordered my supplies and on their order website they said that my insurance would cover the costs. I kept checking and that was still the case when they shipped me my order. About a month later I get a bill for the entire amount of the order saying my insurance would not pay the claim. If they had told me that before they shipped the order I would not have agreed to the purchase, I would have cancelled. They also did the same thing to me on my original order.
Business response
06/19/2024
Please see attached response to Complaint ********
Initial Complaint
06/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is withholding life saving medical supplies that i could die without. I had to go on a payment plan for a previous order and they forced me to do so with a third party, monterrey. ********* threatened my life, often changed amounts owed and minimum payments, lied many times, and refused to give me anything in writing. I refused to work with them any longer. I want to pay medtronic the remainder of what i owe from the payment plan but they won't let me. They say i owe them nothing but will not unfreeze my account.
Business response
06/13/2024
Please see the attached response to Complaint #********
Initial Complaint
05/31/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a diabetic. I have placed an order with Medtronics 30 days ago and I have not received my supplies. I have talked to numerous agents and a supervisor asking about my supplies when I talk to her, giving me different answers even the supervisor at Metronic need to be investigated, it dont make no sense. It takes more than 30 days to get A supply from them that I really need badly they think its funny games that they playing with people lives. It is very unacceptable what they are doing. all they do is give you an excuse why you cant get it and Im getting tired of them
Business response
06/07/2024
Please see attached response for complaint #********
Initial Complaint
05/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,In January 2024, I got phone calls and emails from Medtronic offering me a new insulin pump. I asked them about the cost and they told me there is no cost and its covered by my health insurance. I informed them that I have no income and I cant afford to pay but they assure me that there is nothing to pay. Surprisingly I just got a bill for more than $2000 without explanations and I got phone call from third party trying to collect money.
Business response
06/07/2024
Please see the attached response to BBB Complaint 21779055
Customer response
06/07/2024
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
04/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received an adjusted claim from services provided in March of 2023, billed in June 2023, and adjusted in March 2024. I was never notified as to why they filed an adjusted claim. I had already paid the co-pay for the original claim submitted in June 2023. And now I see they have done this with a claim from October 2022!!! This is a mistake on Medtronic's side and my balance should be forgiven. This has never happened before, which shows this is a rare issue and they should forgive the balance. The one claim is over a year old and the other is close to 2 years old! This is bad business practices. I keep asking for justification as to why the bill was adjusted, and I receive silence. All I want is the balance forgiven. I think it is justifiable as this is clearly an issue with Medtronic billing practices, they already received payment when these claims were originally billed, and the claims are over a year old (with one reaching the 2 year ******
Business response
05/03/2024
Please see attached response to this complaint
Customer response
05/03/2024
Complaint: 21608027

I am rejecting this response because:
I would like written documentation and my preference for communication is email, per my communication preference on my Medtronic Diabetes user profile. If someone would reach out to me through email and not phone, I will be able to communicate with them.

Regards,

*************************
Business response
05/08/2024
BBB:
Medtronic's ***************** Services Team has reached out to ****************** by **** as she requested. Medtronic has addressed her concerns to her satisfaction. Should you require additional information on the above issue, please do not hesitate to contact me directly at ****************************************************************************** you again for the opportunity to respond to this concern.
Thank you
*********************
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was told that I would receive a box with return label to return an outdated insulin pump. There was no box or label shipped. When I called to report the issue, Medtronic requested the serial number which I could not see bc if the small font. I still do not have a means or address to return the old pump.
Business response
04/24/2024
Please see attached response to this complaint.
Initial Complaint
04/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was told by the Medtronic sales rep that I could purchase a 780g pump upfront using a personal credit card. After being placed on hold multiple times on multiple occasions, I still do not have the 780g pump. I asked to pay the charge upfront. The customer representative mislead me into thinking I would receive the insulin pump after I gave him my credit card number. This company is extremely unethical in their business practices and they are dealing with patients who have an extremely challenging disease. There is no accountability whatsoever for orders being completely dropped at Medtronic.
Business response
04/19/2024
Please see the attached response to this complaint.
Initial Complaint
04/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a Insulin pump from Medtronics that was paid a majority by insurance and $2100 by me. They advertise that the pump is able to monitor your blood glucose with their cgm device and adjust the amount of insulin the pump gives you. What they dont tell you is that 3 times a day you have to check your glucose levels with an old fashion separate glucometer because their cgm is so inaccurate. They also sell you a ton of stuff you dont need to run up the price because you have no knowledge of what you need.
Business response
04/09/2024
Please see attached response to this complaint.
Customer response
04/09/2024
Complaint: 21528146

I am rejecting this response because:
I talked to the customer service representative and they are very deceptive about this. She told me the new system requires no needle sticks at all. Then when I pushed back on that she says well it will prompt you for needle sticks to "verify" the calibration.
As I mentioned in my complaint they loaded me up on products that I didnt need and I did not have the knowledge to know what was required.
I also ordered supplies that I needed such as reservoirs and infusion sets that they would never send me so I run out.
Lastly I am not asking for them to refund what the insurance paid, just the copay that I had to pay.

Regards,

*************
Business response
04/11/2024
Pleas see our resolution in the attached PDF

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