As a Type 1 Diabetic of nearly 16 years, I have never once experienced such a poorly managed…read moremedical supplier. There's only one word that truly describes their actions: criminal. Literally.
I have been under my insurance (Aetna, POS II) for a few years now, and I was stuck with receiving all my insulin pump and CGM (Continuous Glucose Monitor) supplies for unknown reasons. They have always given me issues in the past, but within the past year or so, their treatment towards me has been simply outrageous.
Every time (yes, each single time) I have called in to reorder supplies, there is an issue with the shipping department or some other supposed department that relays over to the customer service representative I speak to. Of course, ALL representatives I speak to are ones that barely speak English, although they do a pretty good job of initially making you think they understand everything you say to them. Like most large corporations these days, they love to outsource their customer service, one of the, if not the most crucial part of a business, to some random city in India even if will just save them negligible costs a year.
The issues range from: "I'm sorry sir but the shipping department has told us your order is under final review:, to "I'm sorry sir but your doctor has not faxed over the proper documentation to continue with the reorder shipment", to "I'm sorry sir but Liberty Medical will not ship out more than the amount we have already shipped and you must contact...". And, of course, when asked other questions to more accurately understand their general, useless, prompt-read statements, they simply repeat the statement until you either are forced to hang up or ask for another representative.
An example of their criminal behavior is about a year ago, when it took me almost 3 months to receive my initial CGM transmitters, receiver, and sensors. I clarified all was well with my insurance and my doctors office, several times, only to find out (what a surprise) it was Liberty Medical all along. My doctor's office had faxed over the proper documentation for the supplies, sent me a hard copy as well as email copy, and finally after proving it had been sent over (which, trust me, was a mess), then my supplies were sent correctly, once. More issues continued to occur every month after this, undoubtedly.
Their customer service and company as a whole is blatantly an utter joke. I'm not sure what the CEO of this company is doing with his head up his rear, but if he has any brain cells, he needs to either step down or take immediate actions for restructuring this monstrosity that calls themself a medical supplier. I never understood why I couldn't just receive my supplies directly from the manufacturer, especially when they do a much more efficient, honest job.
