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:06/20/2025

  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 May 22, 2025, I placed an order for essential medical supplies. When the order had not arrived by June 4, I contacted Liberator and was told there was a delay due to missing documentation from my doctors office. At no point between May 22 and June 4 was I contacted by Liberator about this issue. This lack of proactive communication was the beginning of a series of avoidable delays and complications.After multiple phone calls with Liberator representativesincluding ****** Shaquayna, and Courtneyit was agreed that an emergency shipment of 30 catheters (a 6-day supply) would be sent. Instead, I received only 14 catheters (a 3-day supply), along with a box of unrelated supplies which were not asked for nor needed.Following another call with ******** on June 9, I received the missing 16 catheters from the original emergency order and an additional 30 catheters. At that point, I had a 9-day supply.Since then, I have made daily calls and sent messages through smartphone apps to both my doctors office and Liberator in an exhausting attempt to fulfill ever-changing documentation requirements. Each time my doctor provides what is requested by Liberatorwhether it be a current prescription, clarification about frequency of use, or chart notesLiberator returns with new demands or indicates theres an issue with the information provided. This has continued for three weeks, disrupting my health and placing undue stress on both myself and my healthcare provider. As of today, June 20th, I still have not received my order.

  

  Business Response

  Date: 06/27/2025

  Thank you for reaching out to us through the BBB, and thank you for speaking with ************** regarding your concerns. Please let us know if LMS can be of further assistance.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/12/2025

  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.

  Haven't got my ostomy or urology supplies since ******* we have worked with the doctor to send current documents and they say they have not received them from 3 different ***

  

  Business Response

  Date: 05/23/2025

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. As you know, ******** requires proper documentation from your doctor's office before supplies can be provided; and although *** has made diligent attempts to obtain that documentation, we have not yet received it from your doctor's office. *** is continuing attempts to obtain the appropriate records from your doctor's office so that your order can be fulfilled. If you require any additional assistance in the meantime, please do not hesitate to contact us.

  Customer Answer

  Date: 06/03/2025

  No new stuff just the same

  Customer Answer

  Date: 06/04/2025

  Yes I have had my primary care physician and them on the phone with each other and my primary care physician sent them every thing they asked for also dr ******* ******* my urology specialist also sent them everything they asked for and still they say it was not what they needed and after several failed attempts ******* ******* told them he does not understand what's going on I have no and I mean no supplies and it is making me sick I need my stuff to go number 1 and 2 I dont wanna die iv tried everything I'm in tears please please help me 

• Initial Complaint

  Date:04/17/2025

  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.

  I purchased the ** PureWick urine collection system on line. After receiving it I used it for 5 nights. I found the system did not operate as advertised. I read the welcome booklet and re-read to make sure I was using the system correctly, as instructed. I found the system did not collect the urine as stated and my bed became soiled with urine. I called Liberator Medical and spoke with a service technician. After explaining my problem I was told that it might take some time for me to get it to work properly. I explained I felt their advertisement was misleading and the product did not do as advertised. I also said they advertised a limited warranty. I was told it "could not be returned", which I understood but I felt that Liberator Medical should not state "limited warranty". What they should say is "this product may not work for all women and what ever cost, and mental stress incurred is the responsibility of the purchaser". Liberator Medical Supply gave me the option of not using the PureWick system because they were not going to do anything about my problem.

  

  Business Response

  Date: 04/22/2025

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. We appreciate you speaking with our **************** team so that we could ensure your equipment is working properly. If you experience any further issues, please do not hesitate to reach back out to our **************** team for assistance. Thank you again for working with us through the BBB.

• Initial Complaint

  Date:03/11/2025

  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.

  Liberator Medical Supply participates in egregiously deceptive and fraudulent business practices with the elderly and infirm. Their BD Purewick Urine Collection System with Battery was purchased on 09/20/24. Overnight on 01/11/25 the system stopped working and my mother woke up soaked in urine. This was particularly concerning as the pricier battery model was purchased to avoid this exact situation. We still tested machine and power cord in multiple outlets and it would not power on. A first call was made 01/12/25 and I was told that customer service was too busy to accept my call. On the following call, I explained that neither the cord nor the battery was able to power on the machine. The representative then falsely stated that although the barely 4 month old system was under the 3 year warranty, that this was null and void as we did not purchase an accessory bundle every 60 days for $50. I was then told that the warranty could be upheld if I purchased said bundle. I inquired as to how a purchase of tubing and a container for an already broken machine would remedy this power problem. I then reread the warranty and learned that this was not a condition. I was placed on a very long hold only to be told that official protocol for a unit unable to power on was to first replace the cord. I offered that the machine had a fully charged battery, and yet the motor did not work. In this 1 hour and 7 minute call, I was told that i would receive a new cord and that I would need to call customer service again if it did not power on. With this new cord, it did not power on. A call made at noon on Wednesday, 01/22/25 was answered by an answering service. I inquired as to why on a weekday at midday, an answering service was used and was told that customer service was simply too busy. He stated that for a callback, he needed the patients name, DOB and HIPAA- protected information. No call back was received. My mother was abandoned and her ***** and safety compromised.

  

  Business Response

  Date: 03/21/2025

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Please note that at the time of purchase you confirmed acknowledgement of and agreement to the Return Policy, which states *** is not able to accept returns on these medical devices once they are opened. However, we are willing to walk through troubleshooting with you and send a new machine as a replacement if the one you have is not working properly.  Please reach out to our **************** team if you would like to discuss troubleshooting and possible replacement.

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23051301

  I wholly reject this resolution. There was never any request for a return of faulty equipment made at any time. Your companys reply that this can be solved with a call to customer service is ironic, offensive and absurd.  The original complaint made was in regards to Liberators customer service department for practices of deception, fraud, endangerment of health and abandonment of the elderly and infirm. The misleading fabricated methods employed by your company (also outlined in others BBB complaints) were only realized through discussions with customer service. Approximately 6 months ago I DID call. I requested to troubleshoot and, if necessary, obtain a replacement for my 84 year old mothers non powering catheter device. The ********************** device was purchased less than 4 months earlier and under the terms of a 3 year product warranty. I requested a prompt solution to enable continued use and keep the patient dry and safe. To read your response that I am somehow at fault because I did not read a return policy makes zero sense. It was only during this time that I heard the pathetic attempts that your agents and supervisors used to to falsely attempt to ****** money on a fabricated premise. I will never do business with your company again. I cannot support an enterprise whose products are meant to assist disabled individuals yet you nonchalantly put these same patients health at risk.  Liberator Medical Supplys customer service is too busy to return calls or properly advise on solutions. Therefore I request a refund of original price paid and our business is done. I do understand that the BBB is a nonprofit organization without judicial or enforcement power. I hope to resolve this to avoid possible escalation to agencies including but not limited to the State of CT Attorney General, Connecticut ***, the Federal ***, ******************************* for the Elderly, the *** and various local news outlets. If the refund is not made the monies originally outlined will be pursued in small claims court. 
  
  Dr. ***-***** *******

  

  Business Response

  Date: 04/04/2025

  *** would like to continue discussions with you and work toward a resolution; however, we have not been able to reach you. If you are interested in discussing a resolution of this matter, please contact one of our **************** Supervisors at ************.

  Customer Answer

  Date: 04/12/2025

  I appreciate the response and the stated desire to work toward a resolution, however all subsequent communications with Liberator Medical Supply have further acted as reinforcement and proof in regard to their ongoing deception and fraud. The first response to my BBB complaint was an email from a customer service representative, *******.  In it he stated that he had tried calling me multiple times without success and requested a call back. I immediately called customer service in 3/14/25 at 9:06 am and asked to speak with *******. When I stated that I had no history of any call from Liberator Medical Supply he said that he had left the messages on a voicemail at a number which is my parents landline. I asked how he ever got that phone number as I would never put my parents phone number as a contact. He was unable to answer this query and admitted my cell phone number was the one on the account.  ******* stated that he could not provide a refund for the broken item but could provide a replacement. I stated that I was originally interested in a replacement when I called over two months ago. Now I would not accept this as a solution based on the multiple egregious experiences with customer service.  ******* apologized profusely and stated that I should have gotten a follow-up call after the initial replacement cord was received. ******* sent a service ticket to a supervisor with a promise to call back and resolve with a full refund. No call was received from ******* and when I called back at 4:28 pm and asked to speak to him, I was told by another representative that they couldnt find him so I left a message to return my call. No callback received.
  It is of utmost importance to recall that it was my first call to Liberator Medical Supply when I was told the completely false information that the 3 year warranty was not valid because I did not purchase a $50 accessory bundle every 60 days. My career as an expert witness in medical malpractice cases and familiarity with legal documents allowed me to easily note that this indeed was NOT a condition of the warranty. Instead it was a complete scam by the business to collect money from the elderly and infirm who do not have the knowledge of medico-legal verbiage. This same scam is documented in other BBB complaints so I know this is a common fraudulent practice to pressure incontinent patients to purchase the $50 bundle every 6 months to uphold the warranty. Because this was my first call, you can imagine the immediate distrust and disgust at Liberator Medical Supplys unethical business practices.
  After my BBB follow-up response, I received a call and voicemail on my cell phone from *******, a customer service manager. I attempted to return Crystals call three times unsuccessfully. I was first disconnected after a transfer attempt with no call back. I tried a second time to reach ******* after this disconnection and spoke to **** who told me that ******* was on a call and she would call me back. No callback received.The following day I made a third attempt to contact ******* and was told by ****** that ******* was in a meeting and she would call me back. No call was returned that day. I did receive a call near the end of business day the following day. ******* who in her BBB response stated she would like to continue discussions, told me that there would absolutely be no refund given. She cited that the company return policy (to note: this is not listed in any of the hard copy paper documents included with the system) will not allow for returns if the box containing the unit has been opened. I stated that I read the return policy prior to even ordering the item, however my experience with the company trying to resolve what should have been a simple issue was instead now in its 4th month. My mother had been forced to seek advice from her urogynecologist as to alternate solutions to manage her incontinence. I confirmed with ******* that Liberator Medical Supply was refusing a refund even with this egregious situation and she replied that was correct.
  In closing, I find it very difficult how a medical device company can fraudulently misrepresent a warranty to abscond monies from patients but is steadfast and unyielding with their return policy. I have never seen a case where a company can pick and choose what parts of their policies apply based on what suits their interest. I understand that my refund request would be an exception.  However after the lack of communication, deception and fraud shown by the company resulting in endangerment of the patients health and abandonment until this complaint was filed with the BBB, I would never attempt to work with this company again and would not accept a replacement.  Any concerns I might have with the offered replacement unit would leave me in the hands of the same team that this complaint is about. I will not take a chance to put my mother in this same severely compromised position in regard to her health. The ingenuous suggestion that they would like to discuss and resolve this issue was rather a rehearsed reiteration of the companys original response. Therefore, I reject this resolution set forth and request the BBB review this case and take into consideration the 76 complaints prior to mine when making their decision. Respectfully submitted by Dr. ********* *******

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23051301
  
  I appreciate the response and the stated desire to work toward a resolution, however all subsequent communications with Liberator Medical Supply have further acted as reinforcement and proof in regard to their ongoing deception and fraud. The first response to my BBB complaint was an email from a customer service representative, *******.  In it he stated that he had tried calling me multiple times without success and requested a call back. I immediately called customer service in 3/14/25 at 9:06 am and asked to speak with *******. When I stated that I had no history of any call from Liberator Medical Supply he said that he had left the messages on a voicemail at a number which is my parents landline. I asked how he ever got that phone number as I would never put my parents phone number as a contact. He was unable to answer this query and admitted my cell phone number was the one on the account.  ******* stated that he could not provide a refund for the broken item but could provide a replacement. I stated that I was originally interested in a replacement when I called over two months ago. Now I would not accept this as a solution based on the multiple egregious experiences with customer service.  ******* apologized profusely and stated that I should have gotten a follow-up call after the initial replacement cord was received. ******* sent a service ticket to a supervisor with a promise to call back and resolve with a full refund. No call was received from ******* and when I called back at 4:28 pm and asked to speak to him, I was told by another representative that they couldnt find him so I left a message to return my call. No callback received.
  It is of utmost importance to recall that it was my first call to Liberator Medical Supply when I was told the completely false information that the 3 year warranty was not valid because I did not purchase a $50 accessory bundle every 60 days. My career as an expert witness in medical malpractice cases and familiarity with legal documents allowed me to easily note that this indeed was NOT a condition of the warranty. Instead it was a complete scam by the business to collect money from the elderly and infirm who do not have the knowledge of medico-legal verbiage. This same scam is documented in other BBB complaints so I know this is a common fraudulent practice to pressure incontinent patients to purchase the $50 bundle every 6 months to uphold the warranty. Because this was my first call, you can imagine the immediate distrust and disgust at Liberator Medical Supplys unethical business practices.
  After my BBB follow-up response, I received a call and voicemail on my cell phone from *******, a customer service manager. I attempted to return Crystals call three times unsuccessfully. I was first disconnected after a transfer attempt with no call back. I tried a second time to reach ******* after this disconnection and spoke to **** who told me that ******* was on a call and she would call me back. No callback received.The following day I made a third attempt to contact ******* and was told by ****** that ******* was in a meeting and she would call me back. No call was returned that day. I did receive a call near the end of business day the following day. ******* who in her BBB response stated she would like to continue discussions, told me that there would absolutely be no refund given. She cited that the company return policy (to note: this is not listed in any of the hard copy paper documents included with the system) will not allow for returns if the box containing the unit has been opened. I stated that I read the return policy prior to even ordering the item, however my experience with the company trying to resolve what should have been a simple issue was instead now in its 4th month. My mother had been forced to seek advice from her urogynecologist as to alternate solutions to manage her incontinence. I confirmed with ******* that Liberator Medical Supply was refusing a refund even with this egregious situation and she replied that was correct.
  In closing, I find it very difficult how a medical device company can fraudulently misrepresent a warranty to abscond monies from patients but is steadfast and unyielding with their return policy. I have never seen a case where a company can pick and choose what parts of their policies apply based on what suits their interest. I understand that my refund request would be an exception.  However after the lack of communication, deception and fraud shown by the company resulting in endangerment of the patients health and abandonment until this complaint was filed with the BBB, I would never attempt to work with this company again and would not accept a replacement.  Any concerns I might have with the offered replacement unit would leave me in the hands of the same team that this complaint is about. I will not take a chance to put my mother in this same severely compromised position in regard to her health. The ingenuous suggestion that they would like to discuss and resolve this issue was rather a rehearsed reiteration of the companys original response. Therefore, I reject this resolution set forth and request the BBB review this case and take into consideration the 76 complaints prior to mine when making their decision.
  Respectfully submitted by Dr. ********* *******
  

• Initial Complaint

  Date:12/07/2024

  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.

  On 11/11/2024, I purchased the PureWick Urine Collector System starter set with battery for $547.83 for my mom. Having seen her use a similar device successfully in the hospital, I believed this home unit would offer her the same comfort and dignity. Instead, it turned out to be a complete failure. My mom endured several nights of her bed being soaked and wet due to this defective device. Witnessing her in such state was deeply upsetting.Liberator preys on elderly, disabled, and sick individuals the very people who are most in need of reliable medical devices. Instead of providing a solution, they sell defective products, take customers' hard-earned money, and then refuse to issue refunds. Liberator, at the least, should issue a FULL REFUND with a formal apology for the mess, stress, and suffering caused to these vulnerable people. I made multiple attempts to resolve this matter directly with Liberator. My most recent call was on 11/30/24, when I spoke with ****** who claimed she would escalate the issue to a supervisor. Despite this, I received no follow-up, and most importantly no refund. I am not alone in this experience. Countless other consumers have suffered the same scam. The BBB has a separate link dedicated to complaints specifically about the PureWick home unit ****************************************************************************************************************************************** . These complaints tell a consistent and disturbing story: customers try a similar unit in the hospital, trust ********'s marketing, purchase the home device expecting comparable results, and are met with failure and refusal of refunds sometimes partial refunds at best. This deceptive "bait-and-switch" tactic and Liberator's fraudulent practices warrant formal complaints to consumer protection agencies. Vulnerable populations deserve better.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. The Return Policy agreed to at the time of purchase states returns of this product cannot be accepted once it has been opened; you confirmed this medical device has been opened and used. Additionally, you confirmed that troubleshooting was conducted and the product is working properly. Accordingly, and as stated by our **************** Supervisor, we are not able to offer a refund. If you have any further questions or require additional information, please do not hesitate to reach back out to our **************** team.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  1- Bait-and-Switch Misrepresentation
  After submitting my initial complaint, I received a call from ****** at Liberator Medical Supply. I explained that the device caused my mothers bed to become soaked when she used it. ****** acknowledged that the hospital PureWick is different from the home unit, specifically noting that the hospital version has adjustable suction levels for better performance. Liberator Medical Supply never disclosed this critical difference in its marketing or product materials, even though both devices are branded under the same name. This is a textbook "bait-and-switch" tactic, misleading customers into believing they are purchasing a product of comparable functionality.
  
  2- Inadequate and ************************ Response
  A few days later, I was contacted by *******, a customer supervisor. Her response was dismissive and unhelpful. Instead of offering a solution, she advised to have my mother "keep trying it," despite the health risks posed by prolonged exposure to wet bedding. This reckless advice puts vulnerable users at risk of infections and bedsores. No alternative solution or practical assistance was offered, demonstrating a complete disregard for customer health, safety and well-being.
  
  3- False Claims and Deceptive Response
  Liberator Medical Supplys response falsely asserts that I admitted the device was functioning properly. This is categorically false and contradicted by a recording of my phone call with *******. During the call, I explained that while the cup test showed suction, the device failed to function when used as intended. Specifically, while lying in bed, the device only suctioned a few milliliters of urine, while over 90% of the urine leaked onto the bed. Despite proper setup, positioning of the wick, and adherence to the instructional videonot to mention prior training with the hospitals systemthe product consistently failed to perform. This is clear evidence of a design flaw, yet Liberator Medical Supply deceitfully claimed I acknowledged the product was functioning!!!
  
  4- Deceptive Return Policy as a Customer Trap
  *********************** refusal to provide a refund, citing that the box was opened, further demonstrates their predatory business practices. ******* even admitted that theres no way to determine if the product works without opening and using it. Enforcing a "no-return-if-opened" policy on a medical device that requires testing for functionality is a consumer trap and a violation of laws related to implied warranty of merchantability. This policy leaves customers with no recourse after being sold a scam product.

  Per 15 U.S.C. 2304(a)(1) If the product (or a component part thereof) contains a defect or malfunction after a reasonable number of attempts by the warrantor to remedy defects or malfunctions in such product, the warrantor must either replace the product or refund the purchase price of the product to the consumer." Liberator Medical Supply, by refusing to refund customers the "purchase price" for a defective medical device under a predatory "no-return-if-opened" policy,violates this Federal consumer regulation under 15 U.S.C. 2304(a)(1) of the ********-**** Warranty Act. Considering the documented numerous complaints from vulnerable consumers experiencing the same violation, not only does this warrant reporting to regulatory agencies, but it also merits a class action investigation.
  

  

  Business Response

  Date: 12/24/2024

  As previously stated, *** has been and remains available to make a reasonable number of attempts to remedy any potential defects or malfunctions; however, thus far you have not permitted LMS a single attempt to remedy. We ask again that you please reach out to our **************** team so that we can assist you with troubleshooting the device so that we can determine whether the product is functioning properly.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  I am shocked by Liberator Medical Supply's audacity to claim that I have not permitted them a single attempt to resolve the issue. Let me remind them:
  Who was ****** who promised a supervisor would contact me, yet no one did until I filed the BBB complaint?
  Who was ******, who said the hospital device differs from the home device?
  Who was *******, claiming to be a supervisor and the troubleshooting personnel, who concluded that my mother should just keep "trying" the devicerisking bed sores and infections? No alternative solutions were provided. That was the extent of her assistance???
  
  Were all these individuals not from Liberator Medical Supply? Or does the company conveniently forget these interactions?
  
  If LMS cannot find records of my multiple attempts to resolve the issue, they should review their own response dated 12/16/24, where they falsely claimed that troubleshooting proved the product was working. Are they now contradicting themselves, or did todays representative fail to review their own files?
  
  This looks to be a dishonest attempt to provide any response within BBB's 10-day window just to appear compliant, especially considering the numerous unresolved complaints about the PureWick product on the BBB websitemany of which remain unanswered, as seen here:******************************************************************************************************************************************
  
  This behavior is utterly shameful, particularly from a company serving vulnerable populations, including elderly and sick patients.Once again, by law, LMS is required to refund the purchase price of a device that consistently soaked the bed instead of keeping the skin dry as advertised.

  

  Business Response

  Date: 12/31/2024

  Thank you for the opportunity to provide clarification regarding this complaint.Please be advised there is no employee at *** named ****** ****** is indeed a **************** Representative at ***; however, the device used in the hospital has no impact on the functionality of the device the customer purchased for home use. Crystal is a **************** Supervisor at ***, and during her call with the customer she attempted to assist with troubleshooting to determine whether the product was functioning properly; however, the customer said they had already conducted their own troubleshooting and determined the product was indeed suctioning. Lastly, by not participating in a walk-through troubleshooting session with an LMS Representative, the customer is preventing LMS from determining whether a product malfunction even exists (although, again, the customer said their own troubleshooting determined the product was suctioning). Please note that *** is more than happy to have a troubleshooting specialist follow up with the customer to conduct troubleshooting with her over the phone; that way we could gain an understanding of what may not be working for the customer and help resolve the product-related issues she may be experiencing.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  Call Records and Accountability
  On 11-30-24, I contacted LMS and spoke with someone identifying as ****** who promised a supervisor would follow up. This follow-up never occurred. If *** claims no record of this interaction, it raises serious concerns about your internal processes. Attached is proof from my phone records confirming the date and minutes of my call. Dismissing my communication because "no employee by that name exists" demonstrates disregard for customer concerns.
  
  Misleading ************************************** PureWick device differs significantly from the home unit, particularly in its adjustable suction capabilities. Both devices are branded under the same name, creating a misleading impression that their functionality is comparable. *** has a responsibility to include a disclaimer clarifying these differences to avoid misleading consumers.
  
  Troubleshooting
  Regarding the claim that I did not allow ******* to perform troubleshooting, this is incorrect. When I informed her that I had conducted the cup suction test and confirmed suctioning, she suggested changing the wick.I explained that the cup suction test was already performed with the wick, and while the wick suctioned in the cup, it failed to do so when the device was used as intendedwhile lying flat. ******* did not ask me to repeat the test while on the phone. Instead, she concluded that if suctioning occurred in the cup, my mother simply needed to "keep trying" the device, as there was "not much else to offer." I repeatedly asked if there was any further assistance she could provide, and she confirmed there was none.
  
  This device was not purchased to suction from a ***** was purchased to function while lying in bed, keeping the skin and surroundings dry, as advertised. Instead, it consistently failed, leaking over 90% of the urine and soaking the bed. How long to "keep trying"till developing an infection, rash, or bedsores? Simple physics demonstrates that suctioning from a cup is vastly different from suctioning while lying flat due to differences in pressure, positioning, and most importantly the fact that a cup has a bottom to hold fluid until suctioned. When lying flat, there is nothing to hold the urine in place for suctioning. How, then, can the cup test reasonably compare to the intended use of the device?
  
  The devices failure is well-documented through numerous complaints on the BBB and Reddit ******************************************************************************************************** , as referenced in my previous response. These complaints echo the same issuesconsistent failure to function as advertised.
  
  Even your own website's troubleshooting guidance states that if the suction test passes, the wick should be changed. But what if the wick that fails while lying flat passes the cup suction test? There is no answer,just as *******, your supervisor, had no answer. The true issue is clear: the problem lies with the device itself.
  
  Consumer rights supersede deceptive policies, and under these rights, the customer is entitled to a full refund of the purchase price.

  Customer Answer

  Date: 01/06/2025

  Attached is the phone record for my call to LMS on 11-30-24.

  

  Business Response

  Date: 01/15/2025

  *** has been in contact with the customer via email, and she said she would be calling LMS to walk through troubleshooting; at the time this response is being submitted, *** has not yet received that call. Accordingly, *** has made additional attempts to reach the customer by phone in order to conduct the troubleshooting; however, each attempt was met with voicemail only, and messages were left.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  The voicemail messages left by LMS were generic and did not even care to provide a direct phone number for the supervisor calling. When I reached out via email and asked for a direct number to avoid further delays, I was instructed to call their general customer service number, which would then transfer me to the supervisor. Despite my numerous prior attempts to solve this issue directly with LMS going nowhere, I called their general customer service number and waited to get transferred to the supervisor. I spent a whole hour on the phone with the supervisor and ended up getting nowhere. She tried first to blame it on the placementI informed her that we had training in the hospital and followed the instructions in the videos. She then suggested that we try putting the device on the ground while in use so that gravity might help it suction better??? While it is advertised as, System fits on a nightstand or small table, it is now suggested to have it on the ground.
  The supervisor then offered a replacement for the defective product. When I inquired whether the replacement would have a different suction power to resolve the problem, she admitted that it would not. I raised the concern: if the replacement failed like the original product, could I return it and receive a refund? She said no, stating that once the product is opened, it cannot be returned. I pointed out the irrationality of this policyhow can a consumer determine whether a product functions as advertised without opening it? The supervisor had no response.
  So, after a whole hour on the phone, the issue remains unsolved with LMS. Refusing to refund a defective product is unlawful. Consumer protection laws, specifically the ********-**** Warranty Act, are clear: the consumer is entitled to a refund of the purchase price of a device that failed to perform its intended use. Anything less violates these federal consumer protection regulations.

  

  Business Response

  Date: 01/24/2025

  *** will send a replacement unit to make sure the customer has a machine that suctions as intended; but *** will not be providing a refund as per the Return Policy agreed upon at the time of purchase.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  As stated in my earlier communication, I explicitly asked: what happens if the replacement, which LMS states offers the same suction power as the original defective product, also fails like the original? Can we please receive a clear answer to this crucial question?
  
  **** continued insistence on ignoring this point indicates an unwillingness to address the issue transparently, further suggesting that this process is more about deflecting responsibility than pursuing an honest resolution. If *** does not have an answer to this critical question, Federal Consumer Protection Laws provide one:
  
  Under the ********-**** Warranty Act, it is explicitly stated that consumers are entitled to a full refund of the purchase price if a product fails to perform its intended use.

  

  Business Response

  Date: 02/03/2025

  To respond directly to your point, in an event that you feel the replacement unit is not working properly, we will be glad to troubleshoot the new unit and depending on the results, LMS will provide replacement parts or a replacement unit to ensure you have a product that functions properly. 

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  Thank you for attempting to directly answer my point. Please extend the same clarity to the following questions:
  
  1- If replacement units continue to failbecause what was tested in the hospital differs from what you are selling, and the replacements you are providing have the exact same suction as the originalwhat is your solution when one replacement after another continues to fail?
  
  2- Have you offered me a 50% refund or not? Please provide a direct yes or no answer to this question.

  

  Business Response

  Date: 02/10/2025

  As previously stated, *** will send a replacement unit to make sure the customer has a machine that suctions as intended; but LMS will not be providing a refund as per the Return Policy agreed upon at the time of purchase.
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  1- Liberator has now repeatedly stated that they will not be providing a refund. Yet, in the Discover credit card dispute, as highlighted on page 2 of the attached dispute, they claimed that I declined a 50% refund which is it? Is this a game? Either you offered a partial refund or you didnt. If you did, why was this not communicated to me directly? If you didnt, then why did you tell Discover otherwise? This contradiction is yet another example of deceptive and bad-faith business practices. I expect a direct response to thiswas a 50% refund offered or not?
  
  2- Your response continues to sidestep my direct question: What happens if the replacement unit fails just like the original? Youve admitted that the replacement has the same suction power, meaning it does nothing to address the core issue. If this is just another defective unit, then what? Will you continue to send replacement after replacement without ever acknowledging that the product fundamentally does not work as advertised?
  
  I expect clear, direct answers to both points. Your continued avoidance only reinforces the deceptive nature of your practices.

  

  Business Response

  Date: 02/21/2025

  *** has made multiple attempts to contact you to discuss your requested resolution; however, each time the Supervisor has only been able to leave a voicemail. Please reach out to our **************** Supervisor so that we can discuss with you the requested resolution of this matter.
  

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response: 
  
  Liberator has never answered my two prior direct questions:(1) Was a 50% refund offered or not? (2) What happens if the replacement unit fails just like the original? Readers can judge for themselves why Liberator continues to dodge clear answers.
  
  Now, instead of addressing my resolution request, Liberator left voicemails on 2/12/25 and 2/14/25 (transcripts attached), stating they wanted to ensure I "received troubleshooting" and that "the issue has been resolved." Is this your so-called attempt at resolution?More pointless troubleshooting to stall and waste timejust like the 70-minute call on 1/15/25 (record attached) that went absolutely nowhere? What resolution are you referring to when the real issues remain ignored? Stop the games.Address the actual issue.
  
  If Liberator is truly transparent, why not communicate here in writing? Avoiding written responses only proves the fear of accountability.If you refuse to communicate on this platform, then send your resolution via email. You have my email. If you have an actual resolution to offer, put it in writing and email it enough with the stalling. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:I am rejecting this response: 
  
  Liberator has never answered my two prior direct questions: (1) Was a 50% refund offered or not? (2) What happens if the replacement unit fails just like the original? Readers can judge for themselves why Liberator continues to dodge clear answers.
  
  Now, instead of addressing my resolution request, Liberator left voicemails on 2/12/25 and 2/14/25 (transcripts attached), stating they wanted to ensure I "received troubleshooting" and that "the issue has been resolved." Is this your so-called attempt at resolution? More pointless troubleshooting to stall and waste timejust like the 70-minute call on 1/15/25 (record attached) that went absolutely nowhere? What resolution are you referring to when the real issues remain ignored? Stop the games. Address the actual issue.
  
  If Liberator is truly transparent, why not communicate here in writing? Avoiding written responses only proves the fear of accountability. If you refuse to communicate on this platform, then send your resolution via email. You have my email. If you have an actual resolution to offer, put it in writing and email it enough with the stalling.
  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/13/2025

  As requested, an ************ Service Supervisor has emailed an offer of resolution to you and await your reply to the email.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22654924
  
  I am rejecting this response because:
  
  I responded to LMSs email within 24 hours, yet I have not received any reply. Since you preferred to communicate via email rather than this platform, I have refrained from attaching a copy of my email I have sent to you here. Please check your records and respond to my email at your earliest convenience, as I am still waiting for your reply.

• Initial Complaint

  Date:12/03/2024

  Type:Delivery 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 mother had a stroke 2 months ago and she needs pure-wick catheters for incontinence. I put two separate auto-shipment orders on 11/29/24 order#******** and 11/30/24 order#******** since she was very short on the supply. I called Liberator Medical Supplies on 12/2/24 and followed up with the shipment. I was told that they will be delivered in 2-3 business days.I checked the tracking number for both shipments with ***** today. Tracking #************ and #************. Both shipments say label created but the package is still in the warehouse not given to FedEx!!!!!I called Liberator Medical Supply customer service today to follow up with both shipments. The representative put me on hold for 19 minutes. She said she is making an inquiry with the warehouse which will take up to 4 hours to respond. When I asked for the manager to talk to since my mom is out of supplies and that this is a medical supply which should not be delayed, she put me in another hold for 22 minutes then said managers are both busy with meeting and phone calls. She said they will call me but no one has called yet! My mom is going to float in her urine and get rashes if I don't receive the catheters by tomorrow!!!This business has a horrible management. I am paying about $200 per package out of pocket for the supplies and this is how they treat their customers who happen to be patients desperately needing medical supplies on a timely manner.

  

  Business Response

  Date: 12/11/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. As stated, two orders were placed - one on Friday, November 29, and one on Saturday, November 30. ***** tracking indicates both orders were delivered on Wednesday, December 4, which is within in the 2-3 business day window you were provided with. If you did not receive the supplies or if you require any additional assistance, please do not hesitate to reach out to our **************** team. Thank you again for working with us through the BBB. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22633877
  
  I am rejecting this response because: ***** works on Saturdays. Order that was placed on November 29th was supposed to be received by December 2nd not December 4th. I have received the packages but NOT IN A TIMELY MANNER. A supervisor called me a week after I asked the customer service to talk to a supervisor. Even the supervisor is too late in calling me and addressing my concern and all she could tell me is to improve their customer service not to put me on hold and make me wait on the phone for more than 30 minutes. Well even the supervisor is not calling me in a timely manner. No compensation was made.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 12/20/2024

  *** would like to continue discussions with you and work toward a resolution; however, after multiple attempts our **************** supervisors have not been able to reach you. Please reach out to one of our **************** supervisors to discuss this matter further.

• Initial Complaint

  Date:11/15/2024

  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.

  I heard about the ******** Urine Collection System from a friend whose mother used it in the hospital. I purchased the device and the external catheters on 10/31/2024 in advance of foot surgery as I did not know how difficult it would be for me to get to the bathroom during my recovery and recuperation. I tried the device prior to the surgery per the enclosed instructions and it was a disaster. The next morning, a Saturday, I called 1 of the 2 numbers listed on the enclosed materials and left a message which was returned on Monday. By that time I had contacted my neighbor who is a nurse to see if she was familiar with the device and could help me get it to work. She was not familiar with it but her son who is a nursing student and also works as a patient care technician at a local hospital was familiar with the device. We discussed what I had done and the enclosed instructions. He said that in his setting, they tape the tubing to the abdominal and sometimes at the a*** end of the external catheter as well. That night my neighbor came over and she helped me apply the external catheter with tape on the tubing to hold it in place and based on a ******* video also propped a rolled hand towel between my legs to keep the **** end in plac. This worked better than my first try but there was still leakage from the system. I tried it again on the night after my surgery and there was again leakage. I do not think the device worked as advertised. I called on 11/15/24 and spoke with *** and ******* in their customer support area asking to return the device and get a refund. They indicated that they could only take the unit back if it had not been used. But how could I know it wouldnt work if I didnt try it. If it is so finicky, I think this device should not be sold to retail customers. I would still like a refund.

  

  Business Response

  Date: 11/25/2024

  Thank you for reaching out to us through the BBB, and for speaking with our **************** team. As discussed, and in accordance with the Return Policy agreed to at the time of purchase, *** cannot accept return of the product once opened. We offered to walk through troubleshooting with you to ensure the product is working properly, and if not, provide a no-charge replacement; however, that offer was declined. Additionally, we have received notice that you have disputed the payment for the product, and the dispute will now be handled by your financial institution. 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22561395
  
  I am rejecting this response because: 

  I feel that the product did not operate as advertised in a residential setting and therefore what I paid for it should be reimbursed.  I dont think the product should be sold to retail customers without additional information about how operation from an AC outlet is different from operation at a hospital suction.  Also, it does not address some issues with their package inserts that would have made using the product successfully more likely.  The ****** support phone number is on neither the pump nor the external catheter instructions for use.  The manufacturer/distributed needs to include this information in the documents. When used in a hospital setting nurses and patient care techs tape the tubing to the patients abdominal and sometimes also at the rectal end of the catheter both actions intended to keep the catheter in place.  I think retail customers should get a different set of instructions than those provided to medical facilities as the product does not perform the same way in hospital Vs residential setting.

  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/03/2024

  Thank you again for reaching out to us through the BBB. Please note that the relevant instructions for use, as well as contact information for customer support, are indeed provided in the User Guide that is included with the product. Also, if further assistance is needed, there are other resources available on the website, such as instructional videos. Additionally, when one on one assistance is required, our **************** team is available to help with step-by-step troubleshooting to ensure everything is working properly. And, please note that tape is neither intended for use nor recommended for use with the product. Although troubleshooting was offered and declined, if you would like assistance in making sure the product is functioning properly, please do not hesitate to contact our **************** team.

• Initial Complaint

  Date:10/28/2024

  Type:Billing 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 am a monthly customer of ******************** for ********************** supplies.Generally happy with their services. However, on February 28, 2022 I was billed for $113.18 representing my annual deductible share of cost for a February order.. I paid the bill by **** ( record available upon request).Since that time I have been repeatedly billed for $113 .18. I have called and written to complain and all I was told was they "credited my payment to the wrong account".I am now being continually harassed for the payment despite my calls and returned annotated invoices. Before I go to the regulatory agencies, I would just like my account corrected to reflect the payment.

  

  Business Response

  Date: 11/08/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. As discussed with the Supervisor, relevant documentation is being sent to you, and we will await your callback after you've spoken with your financial institution. If you have any questions or need any additional assistance in the meantime, please do not hesitate to call us. 

  Customer Answer

  Date: 11/19/2024

  Have not received relevant documentation from business yet

  ****** ****

  

  Business Response

  Date: 11/19/2024

  LMS records indicate the information/documentation was mailed to the consumer on November 11, 2024. Still, we are sending the information/documentation again to ensure receipt.

  Customer Answer

  Date: 11/20/2024

  I have not received any data yet. May be delayed in mail

• Initial Complaint

  Date:09/05/2024

  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.

  I have requested the company stop calling me about reorders FOUR TIMES the last being 09/04/24 at 1700 hours when I spoke with **************** person ******* who assured me the calls would stop. I said any more calls I would consider harassment. I received yet another call this morning at 1001 hours. I intend to complain to the ******************************** this AM.

  

  Business Response

  Date: 09/06/2024

  Thank you for contacting us through the BBB and for allowing us to address your concerns. Your account has been updated in accordance with your request. Please do not hesitate to reach out to our **************** team should you require any additional assistance.

• Initial Complaint

  Date:08/26/2024

  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.

  I placed an order on August 19th for a Pure Wick device. I noticed that the tracking number of my package indicated that it was in *********, **, which was concerning because it was shipped from *******, ** and I live in ****************. The package missed its delivery date and I contacted Liberator on August 22nd to see about my order. The person I spoke with said my package is lost and that they would send another one to me. I have been waiting and calling multiple times to see about my reissued order. Today, August 26th I was told that Liberator would not be issuing a replacement order until they receive a return call from ****** I have requested to speak to a manager and I have been told numerous times that I would receive a courtesy call back. I have never received a call from any manager. Furthermore, its not a courtesy when my order is lost, they have taken my money and the refuse to solve the problem. They have no right to keep my money, while refusing to replace my lost order.

  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out to us through the BBB and for allowing us to address your concerns. Tracking information indicates your order was delivered on Wednesday, August 28. If the order was not delivered, or if you have any additional questions or concerns, please do not hesitate to contact our **************** team.

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************