Solara Medical Supplies Inc

When I first started with Solara ordering my Dexcom CGM things seemed to go well but when they changed me over from the G5 to the G6 it went south. They failed to contact me and left me without anything for 10 days. The last order seems to have been dropped somewhere and no one will call me back or if they call to remind me they put me in phone mail jail and I never talk to anyone. There support is terrible. For a medical supplier they should have better control.
Ed Pearen

Trying to get Vibre requested through Trace sent email, left message on voice mail no response

zero customer care and service

pratibha kapoor

I changed from Minnie pharmacy to Solara pharmacy and it was the worst decision I ever made I’ve been trying to get one product from them since June and is September 2 every time you call them their solution is oh it’s being shipped out today and then you still don’t receive it And the re-order process is completely ridiculous I don’t suggest or recommend using Solara if you can avoid it no stars from this family
Anyone have a contact for upper management I’d like to resolve my issue before I transfer my grandmasters prescriptions

Signed a grandma who found out wall greens can feel diabetes products subscriptions

Solara is terrible. I am a college student, so I have my dorm address and parents' home address on file because I live at my parents' during the summer as well as during school breaks. I clarify several times which address I need my supplies sent to, and they always screw it up, so I've had to go without my CGM very often because they don't know how to follow directions and can't send things to the right address. So usually I have to email the housing department at my school and ask them to return the package to Solara and then call Solara, tell them they screwed up YET AGAIN, and ask them to send it to the right address. This has happened 3-4 times in the last 10 months. They are awful and don't know what they're doing.

Mr ***. It was a pleasure talking with you on January 23rd. Our intent is to provide excellent service to all our customers regardless of circumstance or need. To hear that your experience was contrary to that is troubling to say the least. We thank you for your
patronage and are grateful that we had the opportunity to make this right for you. While I believe your experience going forward will be significantly more positive, you have my personal contact information should you need to reach me for anything Regards, *** ***Vice President of Customer Service

I have spoken to *** *** times since I sent you my complainthe was not aware that I paid $last novtoward the purchase of a new insulin pumpthe customer service agent told me I was buying a new pump and all I had to pay was $she did not mention it was a rental device for monthsnow i'm being billed for $a month which I was not aware of until I was informed by ***i received an email today from *** which was not a detailed statementi have contacted capital one for statements showing payments to solara that clearly shows them not posting a paymenti have contacted my bank for proof of payment to them that clearly was not postedand I contacted my insurance company which is a medicare affiliate which also shows payments that they have received but not postedi agreed to pay solara $with the conversation with *** todaythe remainder billing is very much in questioni am concerned about not being told of a monthly billing for a rental, not happy with the billing & receivables and not getting an explaination from kim on billingafter speaking with *** today I have received more info showing alot of these bills being paid. I have spoken to *** *** times since I sent you my complainthe was not aware that I paid $last novtoward the purchase of a new insulin pumpthe customer service agent told me I was buying a new pump and all I had to pay was $she did not mention it was a rental device for monthsnow i'm being billed for $a month which I was not aware of until I was informed by ***i received an email today from *** which was not a detailed statementi have contacted capital one for statements showing payments to solara that clearly shows them not posting a paymenti have contacted my bank for proof of payment to them that clearly was not postedand I contacted my insurance company which is a medicare affiliate which also shows payments that they have received but not postedi agreed to pay solara $with the conversation with *** todaythe remainder billing is very much in questioni am concerned about not being told of a monthly billing for a rental, not happy with the billing & receivables and not getting an explaination from kim on billingafter speaking with *** today I have received more info showing alot of these bills being paid

Dear ***: We sincerely apologize for the issues that you’ve had with our order fulfillment processYour experiences don't represent the level of service that we strive for and we’re very sorryWe have addressed the miscommunication issues you experiencedWe’re also happy that you were
able to speak to our Vice President of Inside Sales and that your issues have been resolved to your satisfactionWe hope we can continue to assist you with your healthcare supplies in the futureWe hope that you don’t encounter any further issues using Solara, however you now have direct contact information for our Vice President of Inside SalesShould any issue arise that your dissatisfied with please don’t hesitate to reach out. Sincerely, Solara Medical Supplies

I am irate! Have been trying for 2 weeks to get my supplies and still nothing. They told me that they had all that they needed and would send it to me! I use the Dexcom CGM and would like to be able to use it every day, but I can't! Had my last sensor on and had to take it off 10 days ago, because that one had to be replaced after 7 days! I have been without one for 8 days! I think this is disgusting and I will inform my insurance about this! This is not the first time!

Have been trying to get pump supplies out of this company for over a month. Despite the doctors office sending prescriptions more than once they keep blaming the doctors office and refuse to send me the supplies. I finally had to go to the manufacturer and they overnighted me enough supplies to hold me over until Solara could get me my supplies. As of today they still haven’t sent me anything. This company should not be supplying diabetes supplies as they don’t seem to understand the urgency.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear [redacted]:   We sincerely apologize for the issues that you’ve had with our order fulfillment process. Your experiences don't represent the level of service that we strive for and we’re very sorry. We’ve assigned a dedicated representative to your account to assist you in the future. We have...

adjusted our fulfillment process so that payments will not be charged until they are queued up for shipping.  We’re also happy that you were able to speak to our Director of New Business Development and that your issues have been resolved to your satisfaction. We look forward to assisting you with your healthcare supplies in the future. We hope that you don’t encounter any further issues using Solara, however you now have direct contact information for our Director of New Business Development. Should any issue arise that your dissatisfied with please don’t hesitate to reach out.  Sincerely,   Solara Medical Supplies

Good afternoon [redacted] and thank you for taking the time earlier today to share your concerns with me. I am saddened and disappointed in what has transpired with your recent order(s). Shipping product without consent is neither condoned or encouraged here at Solara. I take this matter very seriously...

and have already addressed the actions accordingly. If you haven't already, you will receive your return label shortly.  Additionally, any and all refunds will be expedited on your behalf. Thank you again for taking the time to share your experience with me. Our customers are our life blood and we value the trust they place in Solara when they choose us as their provider. While extremely disappointing, your feedback is valuable to our efforts to provide a superior level of service. Please accept my sincere apologies for our failure to do so in this instance. Regards,  [redacted] Vice President of Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.
Regards,
[redacted]

Mr. [redacted] was referred to Solara Medical Supplies from a
manufacturer of medical devices in September of 2014. After our Customer
Service department spoke with Mr. [redacted] and received his verbal authorization,
we then collected the necessary documentation from Mr. [redacted]’ treating
physician. We...

submitted that information to his health insurance carrier for an
authorization to provide him with the prescribed medical device. 
On November 17th of 2014 we received a written authorization
from his insurance company as well as a verbal authorization from Mr. [redacted] to
ship his medical device. At that time Mr. [redacted] paid his co-insurance amount
for his first month’s rental segment of $91.33. This approximate amount is due
for each of the 13 months of the rental period for his prescribed medical
device. At the end of the rental period ownership of the insulin pump is
transferred to Mr. [redacted].
On November 17th of 2014 Solara requested an insulin pump to
be drop shipped to Mr. [redacted] from the manufacturer. On 11/20/14 Solara was
notified that the incorrect medical device was erroneously shipped to Mr.
[redacted]. Solara informed Mr. [redacted] that a second medical device was being shipped
to him and that a return shipping label was being sent to him to allow the
first unit to be returned. Mr. [redacted] returned the initial incorrect device to the
manufacturer as requested.
Mr. [redacted] called Solara on 05/01/15 and 05/19/15 with
concerns about his bill. A call was placed to Mr. [redacted] on 05/29/15 to gather
information regarding his billings and balances. Follow-up calls were placed on
06/01/2015 & 06/02/2015. On 06/04/2015 we were able to speak with Mr.
[redacted]; his concern was in respect to how one of his payments that he made on
11/17/2014 was applied to his account. A detailed statement was prepared and
sent to Mr. [redacted] to show how that payment was applied to his account.
The current outstanding amount that Mr. [redacted] disputes represents
a rental segment for the medical device that Mr. [redacted] received and currently
uses. We feel that this balance is accurate and still outstanding. We respect
and value our relationship with our patients; we are always willing to work
with the patient should they feel that there is a discrepancy in the amount
owed. We will work with Mr. [redacted] and adjust his account based on the
information that he can provide of the payments that he has made. We feel that
this situation has been resolved, however we are waiting for additional
information from Mr. [redacted] to address his concern and definitively close
this issue.
Solara Medical Supplies

Mr. [redacted] has discussed with Mr. [redacted] his payment
obligations on a few occasions since the time that Mr. [redacted] had filed a
complaint with the Revdex.com. Based on the most recent conversation, Solara Medical
Supplies is waiting for Mr. [redacted] to supply credit card statements as well as
insurance explanation of benefits in order to reconcile payments made for each
of Mr. [redacted]’ dates of service.
We feel that this balance is accurate and still outstanding.
We respect and value our relationship with our patients; we are always willing
to work with the patient should they feel that there is a discrepancy in the
amount owed. We will work with Mr. [redacted] and adjust his account based on the
information that he can provide of the payments that he has made.

We’re very sorry for the issues you experienced with the
level of service you received at Solara Medical Supplies. We greatly apologize
for sending you incorrect supplies on your first order. We’ve determined the
cause of the error and have appropriately retrained the person who made the
mistake...

in selecting the wrong item from our inventory. We understand the
importance of our service in enhancing quality of life for our patients and we’re
sorry that your daughter’s supplies were delayed as long as they were. This is
not the level of service that we strive for and we’re very sorry. In checking
our tracking information we’re happy to know that your supplies arrived the day
of your complaint. We’re also happy that you were able to speak to our Director
of New Business Development and that your issues have been resolved to your satisfaction.
We look forward to assisting you with your healthcare supplies in the future. We
hope that you don’t encounter any further issues using Solara, however you now
have direct contact information for our Director of New Business Development. Should
any issue arise that your dissatisfied with please don’t hesitate to reach out.
Sincerely,Solara Medical Supplies

I have fired Solara Medical as the supplier for my son's diabetes CGM. They initially sent out the Dexcom CGM to the wrong address, and did so again after I contacted them and made sure they had the correct address. Then some of the equipment was defective. Then they neglected to bill my credit card, which is on file with them, twice, sending me a "past due" statement 6-7 months later. I never received a bill from them prior to that notice. And why did they not bill the credit card on file? This company is very disorganized. As a consumer, we all have choices for the suppliers of our medical devices. Beware, this is not the company you want to do business with, go elsewhere. I did...

Review: I recently purchased an insulin pump and glucose meter from Solara who was the middle man marked up. They purchased it through MEDTRONIC I communicated with a lady in customer service to make a large order like this This is around Nov to Dec last year. I can retrieve emails from my attorney with all communication and her name.

I was told that I would receive a insulin pump and a glucose meter paired to work together. Which I did not. Medtronic shipped the pump but no meter. So I called Solara and they shipped me a meter AT NO COST to me.Three days later I received another insulin pump and meter.

II called Solara and my rep told me to keep them until MEDTRONIC contacted me for return procedures. Eventually I went to a pump school instructed by Medtronic for proper use of the pump. When I told them I had another pump and meter that Solara told me to keep until I heard from them, they were surprised. The Solara rep wanted to make double commission on one sale as far as I can determine. At this school I did verify that I would get a $500.00 credit to return my old pump from Medtronic. I heard this same figure from Solara.Now the billing issue.

I received a bill from Solara service date 1/17/2015 to refurb my old pump for $16.74 and service date 2/17/2015 refurb bill of $92.70. I called on 4/28/2015 to get a response for this billing and had to leave a message.I called again on 5/19/2015 speaking to Liz and she transfered me to [redacted] in billing. I informed her of my concerns and she replied she would check into it and call me with ther results. I never heard back from her and received yesterday another bill for $92.70. This bill is related to me returning my old pump to Solara that was susposed to be with no billing issues. I have not heard any explanation for these charges and have refered all the info to my attorney to review,

I DO NOT ANY MORE FUNDS FOR THIS ISSUE.Desired Settlement: Address the issues with the double sale of these pumps, talk to the sales person asking me to wait to return the second and adjust your billing to reflect I DO NOT OWE FOR THIS BILL.

Business

Response:

Mr. [redacted] was referred to Solara Medical Supplies from a

manufacturer of medical devices in September of 2014. After our Customer

Service department spoke with Mr. [redacted] and received his verbal authorization,

we then collected the necessary documentation from Mr. [redacted]’ treating

physician. We submitted that information to his health insurance carrier for an

authorization to provide him with the prescribed medical device.

On November 17th of 2014 we received a written authorization

from his insurance company as well as a verbal authorization from Mr. [redacted] to

ship his medical device. At that time Mr. [redacted] paid his co-insurance amount

for his first month’s rental segment of $91.33. This approximate amount is due

for each of the 13 months of the rental period for his prescribed medical

device. At the end of the rental period ownership of the insulin pump is

transferred to Mr. [redacted].

On November 17th of 2014 Solara requested an insulin pump to

be drop shipped to Mr. [redacted] from the manufacturer. On 11/20/14 Solara was

notified that the incorrect medical device was erroneously shipped to Mr.

[redacted]. Solara informed Mr. [redacted] that a second medical device was being shipped

to him and that a return shipping label was being sent to him to allow the

first unit to be returned. Mr. [redacted] returned the initial incorrect device to the

manufacturer as requested.

Mr. [redacted] called Solara on 05/01/15 and 05/19/15 with

concerns about his bill. A call was placed to Mr. [redacted] on 05/29/15 to gather

information regarding his billings and balances. Follow-up calls were placed on

06/01/2015 & 06/02/2015. On 06/04/2015 we were able to speak with Mr.

[redacted]; his concern was in respect to how one of his payments that he made on

11/17/2014 was applied to his account. A detailed statement was prepared and

sent to Mr. [redacted] to show how that payment was applied to his account.

The current outstanding amount that Mr. [redacted] disputes represents

a rental segment for the medical device that Mr. [redacted] received and currently

uses. We feel that this balance is accurate and still outstanding. We respect

and value our relationship with our patients; we are always willing to work

with the patient should they feel that there is a discrepancy in the amount

owed. We will work with Mr. [redacted] and adjust his account based on the

information that he can provide of the payments that he has made. We feel that

this situation has been resolved, however we are waiting for additional

information from Mr. [redacted] to address his concern and definitively close

this issue.

Solara Medical Supplies

Consumer

Response:

I have spoken to [redacted] 3 times since I sent you my complaint. He was not aware that I paid $458.92 last Nov. toward the PURCHASE of a new insulin pump. The customer service agent told me I was buying a NEW pump and all I had to pay was $458.92 she did not mention it was a rental device for 13 months. Now I'm being billed for $92.70 a month which I was not aware of until I was informed by [redacted]. I received an email today from [redacted] which was not a detailed statement. I have contacted Capital One for statements showing payments to Solara that clearly shows them not posting a payment. I have contacted my bank for proof of payment to them that clearly was not posted. And I contacted my insurance company which is a Medicare affiliate which also shows payments that they have received but not posted. I agreed to pay Solara $211.10 with the conversation with [redacted] today. THE REMAINDER BILLING IS VERY MUCH IN QUESTION. I AM CONCERNED ABOUT NOT BEING TOLD OF A MONTHLY BILLING FOR A RENTAL, NOT HAPPY WITH THE BILLING & RECEIVABLES AND NOT GETTING AN EXPLAINATION FROM KIM ON BILLING. After speaking with [redacted] today I have received more info showing alot of these bills being PAID.I have spoken to [redacted] 3 times since I sent you my complaint. He was not aware that I paid $458.92 last Nov. toward the PURCHASE of a new insulin pump. The customer service agent told me I was buying a NEW pump and all I had to pay was $458.92 she did not mention it was a rental device for 13 months. Now I'm being billed for $92.70 a month which I was not aware of until I was informed by [redacted]. I received an email today from [redacted] which was not a detailed statement. I have contacted Capital One for statements showing payments to Solara that clearly shows them not posting a payment. I have contacted my bank for proof of payment to them that clearly was not posted. And I contacted my insurance company which is a Medicare affiliate which also shows payments that they have received but not posted. I agreed to pay Solara $211.10 with the conversation with [redacted] today. THE REMAINDER BILLING IS VERY MUCH IN QUESTION. I AM CONCERNED ABOUT NOT BEING TOLD OF A MONTHLY BILLING FOR A RENTAL, NOT HAPPY WITH THE BILLING & RECEIVABLES AND NOT GETTING AN EXPLAINATION FROM KIM ON BILLING. After speaking with [redacted] today I have received more info showing alot of these bills being PAID.

Solara was chosen by Dexcom to supply me with a Continuous Glucose Monitor to help my doctor assist me in controlling my blood sugar. There was an issue with a gap in delivery of my CGM. I called Solara to try to resolve problem, but they blamed my secondary insurance provider. I contacted that insurance company and requested teleconference with Solara. Well, they decided it was a problem with the way my doctor wrote prescription. I contacted my doctors office and the nurse understood the problem and didnt know why I was having such a problem because my doctor has written hundreds of prescriptions for this device and never had such a problem. She called Solara to try and resolve the issue with them. She told me she was having the same problem with Solara not desiring to make any effort to resolve the problem and they actually hung up the phone in her. This is unacceptable customer service, especially with them hanging up on my doctors nurse who was trying to resolve a problem for me as her patient. Solara refused to work with my doctor to resolve a medical issue for me. Unacceptable!

Review: My daughter received a new insulin pump from [redacted] ([redacted]) which requires supplies from another contractor, which is [redacted]. [redacted] however does not accept [redacted] so it was subcontracted to Solara Medical Supplies. Initial contact was made on 1/28/16 with [redacted] who processed the order and charged my cc for payment immediately ($361.80). The supplies that we received are not compatible with the pump as the wrong supplies were mailed out. Three (3) weeks late we STILL do not have the correct supplies and the company continues to make empty promises. I'm not impressed with the lack of urgency and follow-up the company has provided. I have called several times and left several messages which have yet to be returned. I managed to get through last Wednesday, 2/10/16, and spoke with a supervisor named '[redacted]" who ensured me that my situation will be rectified and that she will call me back the following day with details and a status of my new shipment. She stated that she agreed with me in regards to it being their mistake and we should not have to wait weeks for the return to be authorized. Almost a week later I STILL haven't heard anything and my daughter STILL has not received her pump supplies. They were quick to take my money but yet have failed to send me the right supplies!!! Again, the ones sent incompatible with the pump - THEIR MISTAKE!!! Why do I have to wait to get the right supplies til a return is authorized from [redacted] meanwhile my insulin dependent daughter is expected to use a half way functioning product that was fully paid for and this company actually thinks it's OK to do so!! That is beyond ridiculous and unacceptable.Desired Settlement: I would like for that company to correct their mistake ASAP and send me the correct supplies that I have paid for. My daughter should not have suffer and go without the proper equipment/supplies necessary for the pump to function at it's optimal level. Their exchange policy is RIDICULOUS especially when the mistake was THEIRS.

Business

Response:

We’re very sorry for the issues you experienced with the

level of service you received at Solara Medical Supplies. We greatly apologize

for sending you incorrect supplies on your first order. We’ve determined the

cause of the error and have appropriately retrained the person who made the

mistake in selecting the wrong item from our inventory. We understand the

importance of our service in enhancing quality of life for our patients and we’re

sorry that your daughter’s supplies were delayed as long as they were. This is

not the level of service that we strive for and we’re very sorry. In checking

our tracking information we’re happy to know that your supplies arrived the day

of your complaint. We’re also happy that you were able to speak to our Director

of New Business Development and that your issues have been resolved to your satisfaction.

We look forward to assisting you with your healthcare supplies in the future. We

hope that you don’t encounter any further issues using Solara, however you now

have direct contact information for our Director of New Business Development. Should

any issue arise that your dissatisfied with please don’t hesitate to reach out.

Sincerely,Solara Medical Supplies

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,