Complaint Rating:

If you are considering using an insulin pump, I would strongly advise you to look at alternatives other than Minimed.

Erery time you call, you will get a runaround. They put up new hurdles to jump over for re ordering on a weekly basis it seems. “Customer Support” is an oxymoron to them. Every time you call you speak to a different person, and most of them fail to understand what you need. For example:

My son wears a pump and has worn it for years. I tried to reorder supplies and told them of new insurance I had. They will only let you order every ninety days (which corresponds to when you are running out of supplies). They claimed they needed a letter from my doctor which I made sure they received quickly. I heard nothing from them and called around 10 days later. Now, they needed a “pre certification” letter from the new insurance. They never called me to let me know the order was held up, I had to call and then be told. I found out that the letter had been sent by my insurance company and called Minimed back. They told me that it takes up to two weeks for that letter to get “into their system” for them to send the order. Meanwhile my son’s supplies were running out. I spend hours (no exaggeration) explaining the situation to people at Minimed, but no one was willing to get up from their desk and find the letter so I could get supplies. Finally, I called their parent company, Medtronic. They got a hold of someone who immediately found the letter and approved the order. I still did not receive it. I called back and in all the confusion with the 6 or 8 people I spoke to, the order had been cancelled. Even though they now had all the paperwork, I had to call and start all over. Sounds unbelievable, right?

Now I need supplies. I have had my pump for over 10 years and have always ordered my supplies from them. My stuff is paid for by Medicare which has a rule that supplies must be ordered within 90 days of a Dr. visit. I called and ordered the stuff I needed a week ahead of this anniversary date and was told I would hear within 5 days of the approval and shipment of the order, but they did not begin working on the order for a full week. And they never called me. When I called today, 10 days later they tell me that there has actually only been 3 working days since I placed the order and it can take them up to two weeks to process it. Sor the order was going to be denied, no one called me, and they knew from the call when I ordered that I only had approximately 18 days of supplies left. Now they want me to make an unnecessary visit to my doctor (who won’t be back from his vacation for 8 more days) because it has gone longer than 90 days. And guess what? I have to start the process of ordering all over again after I see him.

This company and it’s staff couldn’t care less about their customers and you should know that before you commit to spending thousands of dollars on their products that you will rely on for your health. Do the research before buying from them. All of their stuff is “proprietary” so you cannot buy supplies from anyone but them. The quality of their supplies is spotty at times and their customer support absolutely stinks.