Diabetes Supply Center of the Midlands

If I wasn't forced to use them by insurance I wouldn't use them at all. Constantly getting the wrong supplies sent. Every time I order I get a new excuse. One time I will order and get a 90 day supply, then the next time I am told "by law in your state you can only get a 30 day supply". They can easily look up at old orders and see this is not true. I once also had them say that they just decided to "skip the shipment this month" that was the extent of explanation I was given. I was also informed that randomly my insurance was no longer in network with them. Turns out it was just one item that I order from there and that the rest of my supplies were fine. The customer service reps 3 different ones on 3 different calls told me they were out of network and couldn't provide ANY supplies. After my angel of a doctor called them to ask what was going on they had a Support specialist call me and she was very apologetic and she then heart sunkenly asked me if anyone had mentioned that I had a credit with them? I replied no. She proceeds to tell me that they had a credit of approximately $800 to my name. Not one word from the company about it. I have been told a check was cut and sent but it has yet to arrive. The support specialist rushed supply order to me the next day. Unfortunately it was the wrong style of supplies. AVOID AT ALL COSTS IF YOU CAN. They don't care. They know you need them to survive so why make the effort to be better. When speaking to my Dr's office about this they just shook their heads and said we discourage every one of our patients from using them because this is far from the first we have heard of multiple issues with our patients. I am switching insurance next year and am willing to pay more for different just so I don't have to deal with them anymore.

THE WORST. I don't normally leave negative reviews because I get it - life happens sometimes. I am SO upset. 94 days since my first and only order and insurance has STILL not been billed. My insurance is now wanting me to pay back money I used on my flex card because of this. I have called at least 7-8 times and am told the same useless thing each time. Is there a single decent supply company out there? Its time to order supplies again 3 months and I still do not have my first ordered figured out. This makes being diabetic so much more frustrating. DO BETTER.

Diabetes Supply used to be a pretty decent company to work with, since their buyout or merger with Adapt Health I can't say one thing positive about them anymore. They can't seem to get their coding correct which has caused delays in approval from my insurance company. I am well into my maximum out of pocket spending limit, but still paying out of pocket for supplies because they can't get things right. Once the expenses are finally approved then I will have to hassle with my insurance over how much they will need to refund me. I have asked them several times to please stop the constant automatic refill calls, but yet they continue. I have made it clear that I will call in when I need a refill. Their new "call center" customer service is the furthest thing from customer service that I have ever seen. Very seldom will you get someone who you can understand. Very frustrating. I have, like many others, placed an order for supplies and was told they would ship immediately, only to find out when I call, because they didn't show up, that someone in the process had dropped the ball and there was no record of an order. If my insurance would allow me to get my supplies anywhere else, I would cut ties with Diabetes Supply in a heartbeat. Do yourself a huge favor and avoid this company if at all possible. Update to my review, I just contacted BCBS Insurance about other options for supplies, they gave me 5 options, two of which are within an hour from my home. Moving on from Diabetes Supply.

Run far, run fast. If you are able to secure your supplies through any other means I can’t recommend it enough. Communication is a nightmare, orders take weeks to “process”, and the ability to reach someone with actual experience and ability to do more than one micromanaged task is impossible. The new location is now severely inconvenient for what I would assume would be at least 2/3 of the city so picking up orders with their reduced hours is almost impossible yet they can call you at 7am because it’s 9am “in their country”. The majority of communication is spent verifying your information yet they cannot provide information on when supplies will be available or through what means. A massive overhaul of processing, customer service that is useful versus polite, and actually being competent with filling prescriptions in under 2 weeks is a good place to start. Again, I truly cannot recommend enough finding another provider if you have the ability or opportunity.

Excellent service for my initial shipment of sensors, transmitter and receiver. However, upon texting them which they prefer for further sensor supplies NO RESPONSE. Called them several times and waited on hold for an hour. They charged my insurance company for said sensors and never shipped them. Fighting like hell to get that charge reversed so I can get supplies elsewhere. Worst customer service EVER. On hold a total of 1 hour and 45 minutes later…..still not resolved. If I could do a minus star I certainly would.

I would give this company a minus rating if it was available. At first they were fine and my husband's supplies showed up as needed. They are now an absolute nightmare to deal with. Reaching them by phone takes hours and different people give totally different answers. We now receive bills for the entire cost and when we call our insurance company they have never even sent the bill in to them! We call Diabetes Supply back and they then admit that the "bill" is from before contacting Medicare or the supplemental insurance so we don't need to pay that bill! Who sends the customer a bill before they have even submitted it to insurance?! One time we had to pay them a little over $200 because they were holding my husband's supplies "hostage" until this amount was paid. I'm still unsure if we even actually owed them this amount. Never, ever, ever, ever, do business with this company! How they are still allowed to be in business is shocking. 8/17/22: I wish I could say that things have improved but NO! Yesterday was two hours on the phone about a $2,000+ bill. First we were talking to someone in the Philippines who didn't seem to understand Medicare and supplements not their fault. We were asked to be redirected to someone in the United States. The person in Indiana finally determined that for the third time this bill hadn't even been turned into Medicare or my husband's supplement. Today I am again on the phone because of a double billing. They held my husband's medicine hostage on 6/27/22 because they said they had not received payment of $233. I mailed them a check on 6/10/22 a billing we had received a couple days prior but they said they had not received it. We then paid the bill via credit card and they said they would either destroy the check or mail it back to us. Today while balancing my account I find they have cashed that check on 8/1/22. All I have gotten today is a runaround about suddenly this was a bill from 1/15/22, that we never received, and that the check cashed was from the 6/27/22 supplies. Odd, we have never received an invoice or billing for the 6/27/22 order!! The "owner" yesterday said to contact them by personal message which I have found no way to do. I will be exploring reporting this company. DO NOT DO BUSINESS with this company.

After years of using this supplier I'm ready to call it quits. They are supposed to send a text so you can reorder your supplies each month. They stopped sending texts even though they say they still do. My son is constantly going without supplies because of it and the long process it takes for them to ship supplies. I called at the beginning of the week for a refill and today is Friday and I'm told they might be shipped early next week. Do yourself a favor and find a pharmacy who takes patient safety and health more serious. If you are actually concerned and would like me to send a private message, then perhaps provide a link to who you would like me to message.

Being forced to use this company by our insurance carrier. They do not send orders in a timely fashion, although you'll get a text message in advance that says your order will be processed when it supposed to be. But when you call customer service, you find it's been put off for 5 days for some reason. And when your child can only get an exact 30 days supply of pumps, missing the mark by 5 days is a HUGE PROBLEM. "Global customer service" means a call center over-seas that may or may not understand what you're trying to explain and will then just lie to get you off the phone. This would be bad if it was just a standard merchant but having to deal with this incompetence regarding MEDICALLY NECESSARY devices for a minor child is beyond frustrating.

I am done with this company. When I first started using them last year, they were AMAZING. The last few months, however, have been horrible to deal with. I have to keep calling to find out why orders I requested aren't getting filled, they have no record or my requesting more, have to be on hold for over 15 minutes waiting because the CSR is on hold waiting to talk to someone else... Just horrible. Currently looking for a new company to get my supplies from.

This company used to be an excellent source of diabetic supplies. However, for the past year or so, they can not seem to verify insurance correctly and continuously give out incorrect insurance benefit information. The only way to straighten out the verification of benefit system is to have your insurance company call them directly. If you have another option to use for supplies, do so. It is not worth the numerous phone calls to their "call center" to straighten it out.