Advanced Diabetes Supply

On August 31st, our representative confirmed an order with the patient mother at 4:26pm, however due to our time difference we were not able to process the order until the next dayOn September 1st, we tried to submit patient order through insurance and our claim was rejected due to patients insurance coverage being terminated We failed to follow up with the patient’s mother that same day to inform her that the shipment has been delayedThe following business day, September 5th, our patients mother called in very upset because she had expected patients supplies over the weekend and did not receive themWe apologized for the delay in follow up and reviewed patients insurance coverage termination Patient’s mother paid supplies at cash price due to coverage termination and we expedited the patients order next day air at no additional chargeWe have addressed this concern with all teammates involved and we appreciate your follow up Please let me know if you require anything additional

Greetings--We have looked into the matter at hand We would immediately like to state that we will gladly be issuing this customer a refund, as was stated during this customers interaction with us.Both aforementioned purchases and all activity occurred within hours although the customer’s complaint lists an order date that is one month prior to our follow-up That is incorrect.This customer did not go through EBay’s return/cancellation policy while trying to cancel this order This customer sent us a message instead of sending us a cancellation request through eBay When the customer contacted us we communicated our return process which is also provided on all of our listings.“For orders that are no longer needed/wanted or an accidental order please be sure to submit a return request for an return authorization number (RA)The RA number will prevent any further delay with the return processPlease remember to keep all the original packaging and documentation in the event that your item(s) needs to be returned or exchanged.”Because of the level of automation that occurs when something is purchased via ebay, we are unfortunately unable to simply cancel an order per a customer’s request because as soon as the customer clicks to purchase, a request is sent to ship the item If this automation were not in place our customer’s would not be satisfied with the promptness of delivery times.Therefore again, the following is detailed on all of our listings:“For orders that are no longer needed/wanted or an accidental order please be sure to submit a return request for an return authorization number (RA)The RA number will prevent any further delay with the return processPlease remember to keep all the original packaging and documentation in the event that your item(s) needs to be returned or exchanged.”It is important the we maintain the above process to ensure that we are issuing refunds for items that have been returned In this case the customer was unsure if they had purchased an item and clicked to purchase another item in lieu of reviewing their purchase history Our customer care team will be reaching out to the customer to issue a call tag A call tag will cover the expense of the wheelchair having been delivered and picked up to be shipped back to our receiving team.Once we receive confirmation that the wheelchair has been received by our receiving team, we will gladly issue the customer their credit [redacted]

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response did not address the issue.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed
I never received the supplies they claimed I receivedI had to call the Insulet Company who manufactures the Omnipod and they sent out three courtesy pods while I scrambled to change insurances so I could use a different supplierWord on the street among parents with T1D children is that this supply company is SHADYAt the very least lazy and incompetent - to reiterate, I NEVER received said suppliesPeriodNow I’ll have to look on my CC statement to see if I was chargedThis supply company should be put out of business.
Regards,
*** ***

Greetings--We were contacted by this patient on 11/11/in order to begin servicing him with Contour Testing supplies. We spoke to this patient on several occasions and confirmed he required Contour Testing Supplies. Our Delivery Ticket (attached) reflects we sent the patient Contour
Testing supplies, on 11/18/2016, once we had all required information. This shipment was delivered on 11/19/2016.Shipment Tracking ***The patient contacted us on 12/01/stating he required Contour Testing Supplies. We immediately launched an investigation and all of our documentation reflected we correctly shipped the patient what they requested. HOWEVER, we were promptly faced with a Denial from the patient's insurer, Medicare, on the shipment that we had sent on 11/18/The denial stated that we would not be reimbursed for the items that we had sent because the patient had received ANOTHER ORDER from another company named ** *** *** *** *** ** *** for the same type of items we had sent, except they had sent their items on 11/04/16, days prior to our shipment and SIX days prior to when this patient contacted us for supplies.It is likely that if the patient has a different brand of supplies on hand the patient is mixing up our shipment with the supplies they received from the other provider.At this time, the patient has communicated they prefer to go with the other supplier. Therefore we have sent a prepaid envelope for the patient to kindly return our supplies.Please let us know if you have any other questions or concerns, however we have complied with this patients order request as indicated by the patient.Regards,*** *** -- COO Advanced Diabetes Supply

On August 31st, 2017 our representative confirmed an order with the patient mother at 4:26pm,  however due to our time difference we were not able to process the order until the next day. On September 1st, we tried to submit patient order through insurance and our claim was rejected due to...

patients insurance coverage being terminated.  We failed to follow up with the patient’s mother that same day to inform her that the shipment has been delayed. The following business day, September 5th, 2017 our patients mother called in very upset because she had expected patients supplies over the weekend and did not receive them. We apologized for the delay in follow up and reviewed patients insurance coverage termination.  Patient’s mother paid supplies at cash price due to coverage termination and we expedited the patients order next day air at no additional charge. We have addressed this concern with all teammates involved and we appreciate your follow up.  Please let me know if you require anything additional.

Greetings– Thank you for your continuous responsiveness regarding this customer’s concern and allowing us the opportunity to respond. We are a service provider that is bound by insurance guidelines, pharmacy law, and our accreditation guidelines. As a courtesy, we will provide services at cash price when our customer’s insurance does not cover a product or in this customer’s case, their insurance has been terminated.  We have been servicing this patient since April 2015.  Since then, we have encountered several termination coverage periods with patient insurance plans and we have gone out of our way to expedite the patient order on us. We truly understand the importance of the products we provide for our patients living with diabetes and we acknowledge our error.  On 09/05/17, we spoke with patient’s mom and apologized for our delay in communication.  We did our best to rectify the error by sending patient order overnight with no additional cost to the patient, yet patient was still not satisfied.  Our tracking confirmation (UPS [redacted]) confirms that the patient’s order was delivered the very next day.    We also made several follow up attempts after the order was shipped and just recently received a response from the patient mother that they will be using another provider.  We sincerely hope the patient’s needs are being met and has the experience they are seeking with their new provider. Please let me know if there is anything further required. Thank you.

Greetings--We have looked into the matter at hand.  We would immediately like to state that we will gladly be issuing this customer a refund, as was stated during this customers interaction with us.Both aforementioned purchases and all activity occurred within 24 hours although the customer’s complaint lists an order date that is one month prior to our follow-up.  That is incorrect.This customer did not go through EBay’s return/cancellation policy while trying to cancel this order.   This customer sent us a message instead of sending us a cancellation request through eBay.  When the customer contacted us we communicated our return process which is also provided on all of our listings.“For orders that are no longer needed/wanted or an accidental order please be sure to submit a return request for an return authorization number (RA). The RA number will prevent any further delay with the return process. Please remember to keep all the original packaging and documentation in the event that your item(s) needs to be returned or exchanged.”Because of the level of automation that occurs when something is purchased via ebay, we are unfortunately unable to simply cancel an order per a customer’s request because as soon as the customer clicks to purchase, a request is sent to ship the item.  If this automation were not in place our customer’s would not be satisfied with the promptness of delivery times.Therefore again, the following is detailed on all of our listings:“For orders that are no longer needed/wanted or an accidental order please be sure to submit a return request for an return authorization number (RA). The RA number will prevent any further delay with the return process. Please remember to keep all the original packaging and documentation in the event that your item(s) needs to be returned or exchanged.”It is important the we maintain the above process to ensure that we are issuing refunds for items that have been returned.  In this case the customer was unsure if they had purchased an item and clicked to purchase another item in lieu of reviewing their purchase history.  Our customer care team will be reaching out to the customer to issue a call tag.  A call tag will cover the expense of the wheelchair having been delivered and picked up to be shipped back to our receiving team.Once we receive confirmation that the wheelchair has been received by our receiving team, we will gladly issue the customer their credit. [redacted]

Greetings--We want to help Mr. [redacted] and our intent is always to help our patients.  The person you spoke to should not have shipped your order if you had just received another order from another company, whether the order was correct or not.  We received the return shipment you sent us however they were Contour Strips.  Please confirm that it is Contour Strips you require and I will personally package a new order and send it out to you.  We apologize for not having been more careful at the onset of your order.Best, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The original company I ordered from sent the wrong testing strips. When I contacted them they advised they no longer carried the testing strips I needed and they would send a return label. When I contacted this company I explained the situation and confirmed they handled the correct strips. They were fully aware of the first shipment from the other company. When I received their shipment the paperwork did indicate the correct strips but that was not what was shipped. I called to explain the mistake and was only able to reach their voicemail. Over the course of three days I left three messages with no response. I then sent an email, again no response. I contacted Medicare and with the Medicare person on the line we were able to get through to a live person. The company representative admitted that their shipping department may have packed the incorrect strips and finally, after a month agreed and did ship a return label. The incorrect product was sent back two days ago. Based on this company ignoring both voice and emails and only responding when confronted by a representative from Medicare, I no longer wished to deal with them and have now purchased the strips I needed on my own without benefit of insurance.    
Regards,
[redacted]

Greetings-- We have received the details regarding this complaint are are looking into them immediately.We will respond as promptly as possible in an effort to help this customer and ensure this inconvenience is resolved for the customer.[redacted]
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