Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter *********************** dob 6/27/2005 is a Type 1 Diabetic; this means her life depends on the injection of insulin and the use of a pump to get that insulin into her body. She will DIE without these items. We use Advanced Diabetes Supply out of CA for her pump supplies; beginning the end of 2022, we started having major issues with this company. We can never reach anybody to obtain refills of her pump supplies. I send in the required forms to process refills, I send follow up emails on those refills, I call, and NOBODY responds and NOBODY SENDS THE PUMP SUPPLIES. I sent in a request June 5, 2023 by email explaining that she was out of her supplies and needed a refill. I sent in a website request June 6, 2023 when I didn't hear back from ADS about the refill, and it's been a week without any contact from them. Her pharmacy doesn't fill pump supplies so we cannot get this somewhere else!! I am tired of going back and forth to obtain the parts she needs to keep her alive; this company is seriously playing with my child's life and there is no excuse for that. I have explained to them the seriousness of the delay of her supplies being received and it seems to be of little concern. I don't know how to stress more that if she doesn't have the pump supplies, SHE WILL DIE!!

  

  Business Response

  Date: 06/21/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 6/21/2023, our Quality Team, emailed the consumer, to contact the team directly, so a resolution can be provided. Thank you.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023 I called this company and told them to cancel all future orders and advised we would no longer use any of their services. We were overcharged numerous times and Diabetic supplies were consistently delayed leaving no supplies available for a Type 1 Insulin Dependent Diabetic. They confirmed at that time everything was cancelled. In February 2023 I received a bill for $268.80 for sensors never received (Not received because we cancelled all orders). I contacted Billing and was told I need to talk to the ******************** No I did not need to reorder I cancelled all services in January. I was bounced back and forth between departments and my request to speak to a Supervisor was denied. After continued conversation they in fact told me they have documentation of my call in January showing I in fact cancelled all orders and this charge would be reversed. June 6 2023 I received a call regarding my outstanding balance of $268.80. Cancelled in January, Billed in February, Disputed charge in March, June receiving calls regarding same balance. When I called this morning they would not speak to me until the person on the account authorized it. He has previously authorized. I asked to speak to a Supervisor and they refused. I told them to look at notes regarding this account and they refused to talk to me. This company is charging for services not rendered, harassing us and causing undue stress, and this charge needs to be reversed and reflect a zero balance.

  

  Business Response

  Date: 06/14/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 6/14/2023, our team contacted the consumer and addressed their concerns. Thank you.

  Customer Answer

  Date: 06/14/2023

  Good Morning,
  
  Contacted again on June 7th to collect this debt that is not owed. I contacted  the company and they refused to speak to me stating they needed authorization from ******. ****** has authorized me to speak to them and I'm the only person to speak with this company. I called back the next day (now they speak with me: very inconsistent) and was told the account is with a Supervisor with no additional information. 
  
  Contacted again on June 14. Received voicemail regarding outstanding balance. I called back and they asked if I was calling regarding supplies. No, I'm calling regarding a voicemail I received about outstanding balance. 
  
  This has to be illegal billing for services not rendered and it is absolute harassment. 
  
  Thank you,
  ****** & *******************************

  

  Business Response

  Date: 06/19/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 6/19/2023, our Quality Team spoke with the consumer and a resolution was provided. Thank you.

• Initial Complaint

  Date:05/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to complain about the unethical business practices by North Coast Medical Supply. North Coast Medical Supply, LLC, Dba Advanced Diabetes Supply (ADS) ( (*************************************************************************************) uses an auto calling system that routinely asks its patients to approve a robo-called request to approve shipping something, without saying what the something is. Specifically, I get a robo-call saying that a refill on a prescription is ready and Im told, Please push 1 to approve. But the robo-call does not say what the prescription is for, or what Id be authorizing. It is unethical for anyone to ask for a blanket approval. It is especially unethical that a company dispensing medical prescriptions, to ask for approval without informing the patient what they are approving. But thats what we have here. In fact, an uniformed approval is an oxymoron. One cannot be deemed to have approved something if one doesnt know what he/she was being asked to approve. *** previously complained directly to ADS, telling them to stop with the robo-calls. And Ive told them that if they need to get approval, they need to have a real human call me, or at least theyll need to tell what Id be approving. But my complaint with them fell on deaf ears, apparently, because theyre still doing it.

  

  Business Response

  Date: 06/05/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 6/5/2023, our Quality Team emailed the consumer to further address his concerns and work towards a resolution. Thank you.

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My doctor met all the ******** requirements for me to obtain a freestyle libre which is a device under ******** part b and this company wont send me a turn down letter or a rejection letter in writing. I need something in writing.

  

  Business Response

  Date: 06/05/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/30/2023, our team spoke with the consumer and are working towards a resolution. Thank you.

  Customer Answer

  Date: 06/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 27, 2022, I placed an order for a 3 months supply of Omnipod Eros Pods, the ship date was to be 1/9/23. On December 28, 2022 I received confirmation that my daughter was eligible for her new pump and supplies were to be provided by a different company. I called Advanced Diabetes Supply to cancel the order I had placed the day before. On 1/9/23, I received a confirmation email that the order had shipped. I immediately called to try to stop the order from going out, however it was too late. I was told I could either refuse the shipment when delivered or call to receive a return label once it was received. The package arrived the next day, I could not refuse delivery as I was at work. I called the day after that, 1/11/23, to receive the return label. I was promised it would go out to me that day.It took 3 separate phone calls and 3 weeks for them to send me the return label. I received the label on 2/7/23 and I sent the unopened package back on 2/10/23, it was delivered to the company on 2/13/23.I have continued to receive invoices for this product and I have called the company 10 times to have this charge removed from my account, as I do not have the product and will not be paying the bill.My call today, 5/10/23, where I spoke with Destiny, she informed me that due to the fact the products shipped in January and was returned in February, I was responsible for the payment. I do not see why I should have to pay 1. for an order I cancelled and 2. for a product I do not have, that was returned to them in a sealed, unopened box.

  

  Business Response

  Date: 05/15/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/15/2023, our Quality team left a voice message for the consumer to contact ** directly as a resolution has been provided. The consumer may also reach ** at: qualityassurance@northcoastmedcom.

  Customer Answer

  Date: 05/15/2023

  The only voice message received was to remind me to place a refill order.  I have already made other arrangements for ordering these supplies.  I need to have the account balance removed and the funds my insurance company paid, refunded to them.

  

  Business Response

  Date: 05/16/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/15/2023, our Quality team, spoke with the consumer on 5/15/2023 and provided a resolution. An email was also sent to the consumer to contact ** directly should further assistance be required. Thank you.

  Customer Answer

  Date: 05/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm I did speak with them on Monday, 5/15/23 and the situation has been resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told via email they would send complimentary sensors because multiple of my previous order were late. I was then charged for them. I have multiple emails with no reply at all along with no return responds to voicemails.

  

  Business Response

  Date: 05/10/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/10/2023, our Quality Team left a voice message and sent an email for the consumer to contact ** directly for further assistance. Thank you.

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started getting my diabetic supplies from Advanced Diabetes Supplies over a year ago. Before I ever started with the company I checked with them to make sure I was IN NETWORK. Their answer was YES so I placed my first order. Each and every time I ordered I asked them again if I was still considered IN NETWORK and if I had ANY balance at all. Each time they answered me that I was still IN NETWORK and that I had a zero balance. This past December I noticed my insulin pump having problems and was told by them that I could receive a new insulin pump for NO MONEY because I had met all my deductibles. So I went ahead and placed my order. After I had received my new insulin pump I was sent a check from Blue across Blue Shield for over $3000. I was very confused and called *********** They said that Advanced diabetes was OUT OF NETWORK and the check was what they would pay and I owed the rest. I contacted Advanced Diabetes and was repeated told that I was IN NETWORK and that I owed nothing. I repeated called them to try and figure it out. After phone call after phone call of them telling me that I was fine they told me that I was OUT OF NETWORK for the entire time that I had been getting diabetic supplies from them. I was very concerned what this meant. I contacted them repeated as well as ********** and found out that I owed them over $6000 for the diabetes supplies I had been sent over the last year. I managed to get the help of ***************************** ************* who works for ********** and got them to take back the insulin pump that I had needed. My current bill is $1,740.93. They are ready to turn me into collections even though ***************** told me my account was placed on hold. When I started receiving phone calls and letters I called and they said they were considering IF they were going to put my account on hold. They never did. I would have ordered from a different. I have very good insurance and would owe nothing from several other companies.

  

  Business Response

  Date: 05/10/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/10/2023, our Quality Team spoke with the consumer and are working towards providing a resolution. Thank you.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to contact this company since Friday, April 21st to reorder sensors for my Dexcom G6 continuos glucose monitor. After attempting to get someone to pick up for three consecutive business days, and leaving a voicemail each time per their automated message, someone finally answered on Tuesday, April 25th. I told them that I only had a few days left if my last CGM sensor and that I needed my supplies. The customer service rep put me on hold twice to "find out more information" and finally confirmed information and told me that my supplies would ship the next day, Wednesday, April 26th. I asked if I would be receiving a co formation email that my supplies had shipped and this person confirmed, so I hung up. I waited until Friday for my supplies to arrive (because their office is only located 30 miles as a crow flies from where I live in *************, **) but nothing came. I attempted to call again on Friday and no one ever picked up after being put on hold for 45 minutes. Today is Sunday, April, 30th and my last sensor expired. I will have to call them again tomorrow and "roll the dice" on "maybe" getting my supplies. I also sent a submission through their website last Tuesday 4/24 to get my supplies refilled. I was given a response to my submission, that someone would contact me about my reorder. No one ever did as a result of that.I have been forced to use this company by my insurance provider for a few years now (I used to be able to order directly from Dexcom, they were barely better than this company). EVERY TIME I have to reorder supplies, I go through an issue like this with this company. This is every three months. They are very unprofessional and hold their clients at their mercy as to when "they get around to it". I feel that my last resort is to show up at their front door in ******** so that I can get someone to take getting me my CGM supplies seriously.

  

  Business Response

  Date: 05/03/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/3/2023, our Quality Team called left a voice message and sent an email to the consumer to contact us directly so we could address his concerns and provide a resolution. Thank you.

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have waited over 9 days for a return shipping label for medical supplies to be returned. I have called everyday to ask where the label is. The label was to be sent via email. I am switching, by doctors orders, to a different procedure to treat my diabetic condition. This company is very incompetent.

  

  Business Response

  Date: 01/08/2024

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 5/4/2023, a final resolution was provided to the consumer. Thank you.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An employee of my doctor's ****** advised me in 12/22, that they were switching my diabetes supplier to Advanced Diabetes Supply. On 3/28/23 during a routine visit to my doctor I advised him of my problem with Advanced and he said he had not heard of Advanced. I was never contacted by Advanced asking what diabetic supplies I needed. On or about 1/5/23, Advanced sent me a box allegedly containing insulin needles and Alcohol Prep Pads. I contacted Advanced and advised them that I had not ordered any supplies, that I did not need the supplies, requested a return postage label and told them not to send me any supplies unless I ordered them. I received the return label and returned the supplies. Advanced billed my insurance carrier $130.15. On about 1/5/23 Advanced billed my insurance carrier $4,150.00 for additional undisclosed Diabetes Supplies, which I had neither needed or ordered . I called Advanced and complained. On or about 2/5/23, Advanced Diabetes Supply billed my insurance carrier $3,250.00 for undisclosed Diabetes Supplies that I did not order, did not need and did not receive. I called Advanced and was advised that someone would get back to me. Not having heard back from Advanced I called them on 3/28/23 and was advised that my account had been deactivated on 3/16/23. On 4/6/23 no correction or refund having been made to my insurance carrier, I called Advanced and spoke with *** in the billing department and was advised that Advanced was retracting its claims. On or about 4/17/23 I again called Advanced and spoke to *** to find out the status of my case and was advised that someone would be getting back to me. No one has contacted me from Advanced. In the meantime ***** Healthcare at my request has furnished me with my Diabetes supplies. Their claims have been denied by my insurance carrier because of Advanced's claims which will potentially cost me $5,000.00 if Advanced does not retract its claims.

  

  Business Response

  Date: 04/26/2023

  Please know that we appreciate being contacted, but due to professional, ethical, and legal issues (including considerations related to HIPAA and privacy statutes), we are only able to communicate directly with customers. What we can confirm is that on 4/26/2023, our team spoke with the consumer and provided a resolution. Thank you.

  Customer Answer

  Date: 04/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *********************************