Diabetes Specialty Center, L.L.C.

- State St. Diabetes Specialty Center (DSC) location: the person at the desk ignored me until I asked kindly if there was a bell to ring for service. The computer faces the customers. After more waiting she finally said she'd get someone from the back to help me. I waited so long I was able to observe another customer in the store struggling with shoe service.
- A different employee was helping a customer fit diabetic shoes and was asking him questions in a thick accent the customer could not understand. So she asked him technical questions repeatedly and loudly such as 'how much pressure do you put on your heel when you walk' and 'how much force...' and other questions I think a doctor should have answered. The customer kept saying "I don't know."
- The person (from the back) who came to help could not find our account or our order. He said they have two systems and they don't communicate with each other and they were having other troubles with their computer systems. He was satisfied he'd helped me enough until I wrote down our name and he found our account. The order wasn't in because it was ordered through [redacted]. This is odd because DSC is a subsidiary of [redacted]. I left empty-handed.
- Another visit to the State St. store and again the person at the front desk ignored us for a long time. Again our name could not be found in the system. After more persistence on our part, she found the account.
- Another time our doctor's office faxed them an order a week before we ran out of supplies. I called the store to see if the order was in and they said they were having trouble with their computer systems again. I was put on hold a long time so they could find a number for "New Accounts". I was forwarded to "New Accounts", forwarded back, and put on hold again (45 minutes in all between speaking to someone and being on hold). Customer Service finally came on and said there was no order on file. She said she was confident it wasn't the doctor's fault, but doctors should not fax in orders because sometimes they have trouble with their fax machines and faxes get lost. Due to warehouse ordering complications they couldn't fill our order several more days. She told me in a friendly voice that I was welcome to go somewhere else to find supplies.
Diabetes Specialty Center might have low prices, but the frustration and lack of available life-supporting supplies is not worth it to us.

Review: I have used this company for years ordering my glucose test strips and never had any problems. Recently, December, 2014 I ordered some more test strips, when I didn't receive them a few days later I called to see if they had been sent out. They said that they had been and that a tracking number indicated that they had been delivered. When I explained that I had not received them and needed the order to be resent they said they would not. The staff was unsympathetic and unhelpful in any way to correct the problem. They simply said that their policy is that once something to be delivered is handed over to the delivery company it is no longer their responsibility, even if is was lost, stolen from the recipients property or whatever. So, the customer, who is me, is totally out of luck. Even though I never received the product, they will still received insurance reimbursement and I will have nothing. I can assure you that I will never use this company again and advise everyone else to stay away from this company, because if you ever have a problem, don't ever expect customer service to help you. What a scam this is.

Product_Or_Service: glucose test stripsDesired Settlement: DesiredSettlementID: Replacement

I simply wanted my test strips.If I get my test strips and an apology that would help.

Business

Response:

Revdex.com Case #:[redacted] Customers order was placed and shipped on 12/26/14. Our records indicate that the package was delivered by OnTrac delivery service on 12/29/14 and was left on the front door. Customer called on 12/30/14 to inquire on order status. After research our representative indicated that the order had been delivered. Customer then states that the package was never received. Our representative incorrectly advised that we cannot replace the product. According to our policy, we should have issued a replacement when the customer contacted us on 12/30/14. Our representative has been re-trained on our product replacement policy. I spoke with Cusotmer on 1/16/15 and apologized for this error. A replacement order was sent on 1/16/15 and delivered to the customer on 1/17/15. Customer confirmed via email to me that the package was received. Thank you for the opportunity to respond to this complaint.

Review: I was over charged for supplies twice. I paid $300.00 for 2 months supplies, should have paided $61.60.

The inital set up for the supplies was properly charged for $150.00. This included all the nessecary items to begin using the Dexcom Device. After the first month supplies, the insurance was to be changed to a copay of $30.80 per month. I paid the $150.00 for the following 2 months informing the company that they were charging to much and they need to fix the mistake. I have dealt with 2 different individuals and thought the issue was resolved and would just recieve the supplies until the $300.00 was used up then beging paying the copay going forward. This past week I recieved 5 months bills for $30.80 each. Desired Settlement: I would like a refund of the remaining $146.00 of the $300.00 overpaid. I will take my business elsewhere. There are other companies looking to have my business and I have a good track record with another company that has never had an accounting/ insurance problem as this company.

Business

Response:

Initial Business Response /* (1000, 5, 2014/01/06) */

Contact Name and Title: [redacted], Executive Assistant

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@byramhealthcare.com

Dear Ms. [redacted]

We are in receipt of your Case #XXXXXXXX dated December 23, 2013, regarding our customer [redacted] and request for response. We have reviewed our file and correspondence with Mr. [redacted]. Please see below:

July 2013: Customer received order and copay applied to pharmacy benefit.

July 2013 Customer received order and copay applied to pharmacy benefit.

August 2013: Customer received order and copay applied to pharmacy benefit.

October 2013: Customer requested to rebill his prior orders through his medical benefit.

December 2013: Received email from client.

12/17/2013: Rebills were processed and received back from medical benefit.

12/20/2013: Co-pays were adjusted and credit on account was ready for customer to be refunded.

12/20/2013: Phone call placed to customer regarding rebills was completed and a credit was on his account. Left message.

The credit can be refunded to our customer by either crediting his credit card or sending a check to his home address

No return message received to date.

Per our files the refunds have been processed and ready for processing through application to credit card or direct payment to home. Please let me know if we can be of additional assistance.

Sincerely,

Diabetes Specialty Center, LLC

Diabetes Specialty Center

Center of Excellence - Insulin Pump & CGM Technology

A subsidiary of Byram Healthcare

website: www.diabetesspecialty.com

Review: They have changed the amount due after I have paid for my orders completely and in full before shipping.

You have not responded to my letter mailed on 5/22/2014. Both times I called I talked to a man in the accounting department but did not get his name. He was not very helpful, just kept repeating that I owe $22.65. We went over several Sales Orders and he came up with a DIFFERENT amount owed each time. I finally asked him for a complete audit of my account. I did NOT receive an audit (A complete and careful examination of my financial records) as I requested, I received copies of all invoices from him. The invoices he sent did NOT match the original invoices I have received. Obviously he did not review them before sending them as there are obvious discrepancies between the sales order, original invoices and the invoice copies he sent me. How does a copy of an invoice amount change from the original? Why does the original invoice not match the copies sent to me? Why does the invoice not match the sales order?Desired Settlement: Correct my account or explain to me in complete detail exactly how and why I owe them money when I paid for my order in full at the time of ordering before the items were shipped!

Review: Not answering return product requests.

I place a order for a Dexcom unit back in mid November. After using it for a few weeks, and withing the return window, I requested a refund from the original rep that I had ordered it through. I made the request 12/17 and he got back with me saying that he started the return process on 12/18. Over the last few months I have called in several times with zero luck of trying to figure out where this stands and where the box and return shipping info is at. I have left several voicemails for return calls and those have never been returned as well. This left me no choice other than to go to the Revdex.com with this complaint. Desired Settlement: I want for DSC to pay the full cost of my bill and for shipping the unit back to them.

Business

Response:

Initial Business Response /* (1000, 10, 2014/04/17) */

The customer contacted DSC for a return authorization on 12/18/2013. The return authorization label was sent via email to the customer on 1/8/2014. The customer has been emailed the return authorization label multiple times. Customer contacted us again today, 4/16/14, and requested another label to be issued. The return process was reviewed with the customer, email address was verified and a new label was emailed to the customer.

They sent a insulin pump holder for another manufacturer. Will not take it back.
Ordered my normal pump supplies (medical) and a plasic holder for my One Touch insulin pump. The pump holder that they sent was for a different pump manufacturer (Medtronics). They said that I can not return the plastic holder (it is NOT medical supplies, just a belt holder that is still wrapped, because it is outside 30 days. I asked that they either let me return the Medtronics since they shipped the wrong one, or they credit my account. They said that they would not do either.