Liberator Medical Supply
reviews and complaints

I am pleased with the assistance Liberator has given me. The only way I could have gotten better service is if they were in my community, rather than in Florida, My first order was painless, insurance billed. Then I had to make a change after I realized I couldn't safely-reuse catheters without getting UTIs. Then I had to change from an initial estimate of 1 / day to 5 / day, so my order had to be 5 x as many each 3 months. lastly, I discovered I had a reaction to latex and needed latex-free catheters. So, I needed latex-free samples, and finally I needed to update my order to a full shipment of latex-free models. Liberator guided me through all these changes and were very helpful at evey step of the way. They really care about their customers.

I've used them since 2005. They went from a good, compassionate company with well trained service personnel to horrible service, surly reps, outright lying, even gaslighting and victim blaming. This last ostomy order is still incorrect after multiple attempts. Further they keep sending the wrong supplies to a house I no longer own and refuse to remove the address from their data base.
My catheters have been needlessly held up by them for over a week. I'm out. How am I supposed to urinate. The reps have yelled at me, blamed me, anything to divert attention away from the complete disaster this company has become. Even if they sent them I'm in no way clear they'd send them to the correct address. What's the point of this?
Goodbye and good riddance. I'll use Amazon before I'll use them again.

Horrible company, worst customer service, they put my sons health at risk numerous times. always an excuse when they say they ship his cath. and other medical supplies he needs and don't, so our son has to keep his old cath. in for multiple days and them knowing he has severe UTI's due to this issue. I wish I could speak to the president of this company too truly let him know how we feel. There is no communication with in this company just excuses! They pass the buck and blame each other, and wont let you speak to the real people in charge. They should be help responsible if my son gets ill due to there necklegence. If someone reads this and knows how to talk to the president please respond. I will let everyone know in the medical field what we are always going through so they can pass this on.

Most miserable company I've ever dealt with, Terrible processes if they have any. They seem to be the only one selling the Purwick urine collection system. Can't reach them. Some of the employees pretend to care. Others drop the ball. They can't seem to get Medicare paperwork faxed to the doctor or vice versa, almost impossible to get through on the phones, had two different Scripts for two different doctors to try to Streamline the process, medical physicians don't have that time to waste waiting on phones, after weeks of asking what's the status. They Put you on long holds or an answering service finally picks up with a promise that someone will call. Only the person you originally spoke with can help, so you have to wait on hold until they complete another call. It's crazy. This company deserves to failure, I will put a shop vac underneath my mother before I ever try to deal with this outfit again

I placed an order was told by Rep it would go out "overnight". Well it is now almost 6 days and no order? I called liberator over weekend to find out they were closed 7/4, so I left a message with answering service to have someone call me back Monday 7/5. No one ever called so I left 2 more messages with "service". On Tuesday 7/6 I, 10AM called Liberator after being on hold I left another message with "MENU" to call me at home. Rec'd call later to be told by customer service I would have to wait for Rep who took order, waited a few minutes to be told rep was not available but would leave a message for rep to call me. No call by 12 noon, called Liberator again was on hold for about 9-11 minutes to have someone tell me I could talk to supervisor BUT they would give supervisor my number and wait for call. I told them FORGET IT!. I can't believe a Medical Supply Co can be so disorganized and run the way this was?

this used to be a good company but their customer service is not something to brag about . I have been a customer for several years and up to a year ago never had a problem. That seems to be a thing of the past. I ordered my product from them a couple of weeks ago and just like the last time nothing. The last time they said someone didnt put it into the system ,the time before that they said tho one product was no longer available but no one contacted me saying that ,I had to call them asking where my product was and then had to order something else. Now this time I ordered in time and once again nothing. I called last night and waited until my phone went dead with no answer. This morning I called again and a answering service said they would send a message to the company as an emergency . Now 6 hours later I called again and was told the same thing . I now am on my last catheter and this company could care less. I am a veteran and they always claimed they would go above and beyond for us, well the only thing they seem to go above and beyond is no customer service

If I could do zero stars I would! I've tried to get a new in continence supplies for my son. At first they were very responsive and sounded like a great, easy to work with company. Since then, it has been nothing but a big headache. I understand they want physicians forms and signatures. My sons pediatrician filled them out and faxed them back right away. I knew this as I was in her office when she was completing them. I called a week later, liberator said they never received them. Called the pediatrician again, they re-faxed them. Heard nothing from liberator, called them again. They claimed it wasn't signed. I have a copy of the actual documents and yes, they ARE indeed signed. This is just a snippet of what I've dealt with this month. I call, I get the answering service. No one calls me back or IF they do, they hang up on me and then I start all over again. I'm now self paying for supplies that I should've gotten a couple weeks ago. I was a first time customer and already looking into other companies before I even got my first shipment. Hate to see what I'd be up for in the continuing months. I've also questioned if this company is even legit!

I have been a customer of Liberator for several years, Around the 26Th of May Liberator called to initiate my 3 month resupply of caths.. On the 4th of June I called Liberator because I had not received my order and was informed that they were on back order. The lady I spoke with could not tell me why I had not been informed of this but would ship me a supply of another agreed upon type. On the 10th I called again because the second order had not been received and was shocked to learn that that order had not been shipped again with no explanation! The lady assured me she would get an order out asap, I told her no, she was to cancel the order and I would not be doing business with Liberator in the future. Late on the 15th I received an email from Liberator that my order had been shipped, I called their number and got the answering service to whom I explained the situation and that the order had been previously been cancelled. He said he would contact customer service with the information. Today FedEx delivered and the package and after 3 phone calls I finally spoke with customer service and was told I would receive a call with the number to place on the box for FedEx to pick up. Doubt it happens!

This is getting ridiculous. I have been a customer for a number of years and service was always pretty good. This past year or so-not so good.
I tried to re-order online and that is just not working. For the second time, my re-order is marked 'pending'. The first time this happened, I tried calling, tried sending and email. All calls were answered by a service who took my info. and said they would get back to me. They may have called but unless the number is identified as Liberator Medical, I am not going to answer it. So, I went months without a catheter shipment. No one ever answered my emails. Finally after much calling, I got a company representative & found out that they needed authorization to substitute for my usual catheter. If they had left a message or contacted me by email, this could have been avoided.
Well, it is happening again. My order is labelled 'pending'. I have received no calls from Liberator Medical and my calls are answered by their answering service. How long and will I need to wait before getting answers? How many calls will I have to make before I finally get to someone who can help me? I did try calling the new customer folks and they answer right away only they cannot help me. Hmmm!

There customer service is terrible. Just looked up their CEO and Marketing Manager for Liberator Medical, The first statement on his Linked in Profile is "It's all about lead generation in an extremely competitive and constantly evolving DRTV and web environment" I give an A+ in Lead Generation and an F in Customer Service. First, I called yesterday, which was a Sunday. I waited on the phone for over 30 minutes to be told that their office was closed and leave a message with the answering service. Today, I called and was kicked into the answer service again on a workday. After trying to call the home office in Florida, the answering system said Welcome please put your party's extension in. There is no directory. Then you are transferred back to the "800" number and the answering service. Both answering service staff asked for my name and telephone number and I did not give it to them. Shortly afterwards, I received a call from Liberator Medical. How did they get my number? Is it legal to call you when you have not given someone permission to call you. I have read the reviews below about quality and pricing. I now have my questions answered about quality, cost, and customer service. I am writing this review because if this is any indication of their customer service in reordering supplies or equipment, I am already skeptical and hesitant to work with them.

I have used Liberator since 2017 to supply my catheters. Up until this week I could not understand other people's complaints. Boy did that change over the last three days. On Tuesday I arranged to change the style of catheters that I use. Because I was going away next week, I was told that the order would be expedited. 18 hours later Fed-Ex showed up to pick up my un-used stock. I quickly packed them up and gave them to FedEx. I didn't save any of the old style because my doctor had given me a 2 day supply of the new style and because my order was expedited. ( If they can pick-up in 18 hours, my delivery must be on the way. On Wednesday afternoon I called to get a tracking number and find when my order was shipped. I was told on Wednesday that it would be shipped that day, overnight. On Thursday I was told that it still hadn't shipped, but it had been picked from stock on Tuesday. I found out that it was at a warehouse 1 1/2 hours from me in NJ, but it could not be shipped same day. I suggested that seeing that it was their screw-up, maybe an Uber could pick it up and bring it to me. I was told to go to a local hospital to see if they could give me some catheters to hold me until I got my order. I told them that it was their screw-up, they should solve the problem. I was happy with Liberator until now, but my physical and mental health is very important to me. I will find a new supplier.

I was lead to believe that Medicare was covering the PureWick system, plus one month of catheters. The order was sent in May . I had gone through a thorough exam with a urogynecologist who filled out forms for them, submitted same with a prescription for a month's worth of catheters. I did not use the system right away; had ordered a small table for it and case of 70% alcohol to clean it properly (per what I had read on maintenance). Now I am being told that they have put their orders to Medicare "on hold," whatever that means, and that I can order more catheters, but would have to pay "up front" for them and they could not guarantee reimbursement. They never submitted my claim/prescription to Medicare! I called Medicare and they stated that it is covered if deemed medically necessary and they received the documentation. Medicare does not have any record of them submitting anything to them. I called Liberator back and kept being "put on hold" and then told if I wish to get a copy of my prescription and paperwork the doctor had to fill out for them, I would have to send them a letter. What nonsense! In the beginning, they kept CALLING ME numerous times to get my dr. to fill out paperwork and submit prescription...! Now I have to start all over with my dr., etc., etc. Am done with them. Medicare stated that I can get the catheter from some local pharmacies, but now have to go through the hassle and embarrassment of calling dr. and starting over again.

I have the same exact issue with Liberator medical as described in the following review submitted but was told the reason for the change was that my insurance paid more than my previous Medicare insurance and the formulary they use (?) To see if a patient is eligible for patient assistance slowed me to be eligible for only 2 options when it comes to what patching system for my ileostomy! The options are cheaper made products that are absolutely the most ridiculous pouching products I have ever tried to use! Why doesn't liberator Medical just admit to fattening their profit at the expense of their customers dignity and health! I feel that it is taking advantage of consumer who have to have these products to live! This is as low as it gets! Charles P 1 star 10/01 I applied to Liberator medical assistant program , and was approved . Then told that i had to switch my product , to another brand ,or be denied . I have been on the assistant program before and tried the other brand , it did not work. It has taken me years to find a product that works for me , it is not easy . Liberator them selves switched me to the product that i currently use . I meet all the requirement for assistant program , except I need a brand that they do not wish to provide. what is the use of their assistant program if they only give you a product that does not work, and refuse you the one that does. I have been a Liberator customer for 5 years and up to this service has always been great! Liberator Medical Supply, Inc. Response 10/14 Indeed with reduced payments, product options are reduced. We are happy to discuss products options with you.

I have been using Liberator for about 5 yrs. I receive 600 catheters quarterly, paid for by Medicare and my supplemental insurer. Over the years I have grown to need over 700 catheters/quarter, so that by the end of each quarter I have been forced to reuse catheters. I would call Liberator and inform them of this fact. At no time did any agent inform me that a new Rx from my urologist was all that was needed to remedy this situation. Nor did any agent ever inform me that I could purchase extra catheters using my own money, and thus have a cache available to cover end-of-quarter emergencies. I found this out by doing my own research online, and then did, in fact, buy as many catheters as I was allowed to (120) with my own money, delighted that I would now have enough extras to tide me over for up to a full year. The last time I placed a regular order with Liberator was in the spring of 2021. Those catheters failed to arrive, so about a week later I called Liberator, only to learn that the order had not gone through, and that a new order would have to be placed. By the time I received my quarterly order I had been forced to use up 90 of the 120 catheters that I had purchased out of pocket. Liberator had dropped the ball, failed to ensure that my order had been properly placed and processed, and had thereby caused me to use up out-of-pocket supplies, which had cost me approximately $158.00. When I requested that Liberator restore the 90 catheters their negligence had forced me to use out of my own cache, or else reimburse me their cost of approximately $158, their sole response was, "We're sorry for any inconvenience." The agent to whom I spoke refused to connect me to a senior supervisor or corporate officer, but promised that "billing" would contact me the following Monday "at the latest" with a definitive response to my complaint. Unsurprisingly, that did not happen, and Liberator has made no attempt to contact me in weeks. DO NOT USE THIS BUINESS. You will NEVER speak to the same person twice. Most often you will leave endless messages with an answering service, and NEVER receive a call back. All of the agents with whom you interact (if you can reach an agent) are uninterested in your needs and unresponsive to your questions. And the company is totally unreliable and untrustworthy.

Online it shows my catheter order in Pending status for days even though via live call the order would be received either yesterday Sat August 5th. It also still shows a May order still in Pending status. Today is August 6th so if my last order is being shipped as promised via live call then why doesn’t it show actual SHIPPING STATUS? I cannot call today because they are closed. Also, their Customer Service is so unprofessional and rude when I just asked for how long would it take them USUALLY to confirm my new insurance policy AND how long it would take to ship out. So both Customer Service and their Online ordering system is not good!

I have been ordering my catheters from Liberator Medical Supplies for several years now. At first I started receiving the catheters on time. A representative would call around the time each month so I can place the order for a month supply. They always ask how many l have left I tell them the amount. By the time I received the order I've ran out of catheters. This is so frustrating and inconvenient.

Returned a catheter product (shipping FedEx [protected]) to Liberator Medical Supply on December 9. I was told it would take 60 days to receive a refund. On Feb. 10, I did not receive a refund. I called the company on Feb. 11 and I was told by Customer Service that they could see that it was returned and I should have received a refund and they would issue a service ticket to billing for the refund. I stated that the refund should already have been submitted back to my credit card. They said I would have to speak with billing. They tried to transfer twice but lines were busy and they would have them call me back. I never received a call back. On Feb. 16, I called back and tried to reach billing again through Customer Service and again the lines were busy and I was told they would call back. After not receiving a call back from 2/11, I had little doubt I would receive on this time either. As of 2/16, still no refund. This is unacceptable. I want my refund.

I was discharged from the hospital (Diane) on 8/18 after nearly dying, and being in ICU for a week, then a week in step-down. I was non ambulatory and couldn't get up to the bathroom to urinate. My husband purchased a pure wick, an external female catheter to use at night. I was re-admitted to the hospital on 8/28 and never got discharged until October first. This product does not work for urination, maybe bladder leaks or dribbles at best. I contacted Liberator and was told it is non-refundable, and non-returnable. Next they told me that I wasn't placing .the banana shaped suction end in my vagina properly. Mind you, I used a very similar product from 8/28 to 9/15 in the hospital before I was transferred to the Veterans' Affairs Medical Hospital in Asheville, NC. Two points, the advertising on TV is totally false. It took two days and five different customer service empolyees to be told the same thing over and over. I want to be fully reimbursed.

Liberator Medical not sending neccessary supplies -when due- MONTHLY for nearly 2yrs, causing me UTI's & Doc appts to get meds to resolve issue I've been using Liberator Medical for 3+ years, for nearly 2 years their lack of consistency with shipping my neccessary medical supplies MONTHLY has caused me to reuse my supplies and in turn causes me to have urinary tract infections. I've gone rounds with their company too many times to count. They continually do not accept fault, nor do they send my supplies when needed. I should recieve enough supplies to last 30 days, instead I have to reuse 'single use' supplies to make them stretch at least 6 weeks. It's causing me infections, pain and extra what should be unnecessary visits to my PCP because of their lack of follow through. I would gladly switch suppliers, but they are the only company that carries the type of catheters I use. My most recent contact with them was on the 14th (it'snow the 25th), I have still yet to recieve last months shipment.

I returned several items, but Liberator does not credit them on my bill. I called several times and was told they would resolve it, but they never do. My Account number is XXXXXX. I ordered a prosthetic breast and several several bras in November . Liberator didn't fulfill my order until January and I got charged the full out-of-pocket cost because I hadn't met my deductible for the 2020 calendar year. (I had asked them to process the order prior to January so that I could benefit from already having met my deducible, but they didn't causing me to have to pay for the bras and prosthetic out of pocket). I then returned several of the bras because I couldn't afford them at their full price. Liberator continues to send me bills that don't reflect my returns (for over one year!). I've called several times and am assured that they will fix it. They billed my insurance and are collecting from me. I believe I owe $677. The bills they send indicate I owe $839.36. When I speak to their billing representative, they agree that I owe $677.

their return policy was not detailed to include the machine, they state it should have been. purchased on 11/16 rep said 30 day return policy on unopened supplies, which to me means wicks, tubing and the container that holds the urine. she did not say the machine specifically. My mother would not keep the catheter in place, due to her dementia .Phoned today to get instructions on how to return, I was told if I used the machine it could not be returned was also told they would listen to recorded call when placed to see if rep. mentioned the machine could also not be used as well as other supplies. Received a call this afternoon telling me she did say opened supplies could not be returned, so therefor I could not return. I paid $514.99 for this and if they had specifically said if machine was turned on it could not be returned me or anyone else in their right mind would not purchase. that is not a return policy. If people were aware of this that Pure Wick system would sit on the shelf. I would like to have my mothers money refunded.

On 12/15 I placed an order #*** with Liberator Medical Supply, Inc. for female catheters and my credit card was charged for $534.60.When the shipment arrived I removed the pump from its plastic pouch. It did not work, no suction whatsoever, and therefore useless. My daughter called the company and they offered to try to fix the pump. I was bedridden at that time, so this was not an acceptable solution. We requested a return shipping label and a refund. The agent insisted the company could not accept or refund returned equipment - even though the catheters were still in their sealed pouches and had not been touched, and the pump wasn't functioning. After several phone conversations and e-mails the company relented to send a shipping label and to issue a refund. The label was received in April.The labeled box containing the entire order was shipped via *** on 4/14/2022 and according to tracking #*** was delivered in ***, *** on 4/18/2022.Two and a half months later, I still have not received a refund for the untouched catheters and the non-working pump!

I called Liberator Medical on December 23 to place an order for two new boxes of wicks for my Purewick system. I have called Liberator many times and placed phone orders for new wicks. When I called on December 23, the woman I spoke with discouraged me from placing an order with her on the phone. She said that if I set up an on-line account, I would receive 10% off my first order of wicks. I was very clear with her that I was ONLY ordering wicks and no other products. I then hung up and spent the time to set up an on-line account. After I did that and logged in, it was clear from the "fine print" on the website that it was not 10% off my first on-line order, but only 5%. I would not have bothered to spend my time setting up an on-line account for a 5% discount. The woman I spoke with misrepresented that the discount was 10% for setting up an on-line account and placing an order through the website. I want the 10% discount I was promised on the two boxes of wicks I want to order. I have called Customer Service several times to discuss my complaint. I haven't received any satisfaction.

purchased catheter $544.95 feb 2 and i am 88yrs old and have a difficult time getting my money back after a pickup was issued april 2 technical support advised me to try saran wrap in the tube and that didnt work and i want to return but they said no try another machine it did the same. the manager said i cannot return because it was beyond the 30 days. i was in hospital and had several major issues and could not return the machine myself and it went past the return date. a pick up was issued for all items april 2 by fed ex and i cannot get any credit on my discover. this is not a durable medical equipment prescription from my doctor and the warranty states that 'patient' is to return in 30 days. they manager is very ignorant. technical support on recorded line agreed the machine was defective and tried with two machine. since then my family doctor said i cannot use a female catheter because i have chronic urinary tract infections for the last 5 years. this company is not senior friendly. i do not have the energy to dispute this any longer. this is not considerate and respectful service as 'patient' (which i am not) rights.

I had bought the system for my mother who had an extensive surgery causing her the inability to get up an use the restroom. She had used the product in the hospital and it worked amazingly. When we received the product we opened it and it was missing parts. They replaced the parts then the machine itself did not work properly. My mom ended up sitting in urine for almost 12 hours due to the malfunction. This caused her skin to burn and be tender. I contacted the company and was told since it was opened I could not get a refund. I spoke to another person and was told I could get the refund but the did not document this. I then again contacted the company and was told I would not be reimbursed because it was opened I requested a supervisor but was transfered and hung up on. I then called again and was told a supervisor was on the other line and would call me back and again no call. I then called again tonight and was given another number to call and when I asked for the address I was told it was confidential and I could not have it. Meanwhile I had sent the entire product and accessories back as instructed and still have no refund. This all started in March with no resolve.

I purchased a canister for a PureWick 7/1. My mother passed *** on X-XX-XX before the canister was delivered. I am requesting a refund of $49.99. I purchased a PureWick female external catheter for my mother, Barbara Harrison, who was in hospice care in May . The product cost was close to $500. My mother had a 911 visit to the hospital on X-XX- XXXX, and the tube on the canister was lost in the ambulance ride. I ordered another canister on 7/1. It arrived the day my mother passed *** on [protected]. I have been taking care of my 80 year old father, making funeral arrangements, and just returned to work this week. I am a principal in Mansfield ISD. I called customer service on X-X-XXXX to find out how to return the product, which was never opened from the box. She directed me to call a 800 number. Today, I was told that products can only be returned within 30 days. The canister was delivered July 10 and today is August 18. I would think a company would stand behind their product and work with customers during such a difficult time. I am attaching the invoice and death certificate. The PureWick system worked effectively and it was helpful. I am disappointed to think that customer service would not work with me.

transaction date: October 25 amount paid: $524 what business committed to providing: Pure Wick system for managing female incontinence nature of dispute: I needed a system for managing my late mother's inability to go to the toilet and was about to have her enter hospice. Liberator Medical advised that hospice would not pay for a Pure Wick system (device & wicks) for managing female incontinence, when in fact hospice did pay for it. So I was led to believe that hospice would not pay for this device and I want a full refund and do not feel that I should have to pay any restocking fee or fee to return the Pure Wick system (device & wicks) to Liberator Medical due to deceptive business practices. I am requesting that Liberator Medical reimburse me for all of the time my husband and I have spent on the phone trying to get a manager to call us back to process the $524 refund to my credit card. whether business has tried or resolve problem: Liberator Medical isn't returning my calls and I feel like they are trying to delay me from returning the device in a timely manner (they require the device to be returned within 30 days of ordering). When my wife calls the 800.323.0914 number ()listed on my order confirmation) for further assistance, the phone number rings and then disconnects on the 2nd ring so one cannot get through. order number: XXXXXXX-XX

On or about 10/4 Liberator Medical Supply shipped an order for catheters to me. On or about 10/25 the product was returned to Liberator on return authorization RA1057264089. Return shipping was provided by Liberator using FedEx. Liberator has been paid by Humana for the insurance portion of the order. I am being billed for my portion of the order on a monthly basis. On 12/14 I contacted Liberator Customer Service and was transferred to Billing which then transferred my back to Customer Service with no answer. On 12/15 I called again with no resolution. On 12/22 I called Customer Service again and was told billing now at $0 and I asked for a statement showing billing at $0. I was told that it can take up to 60 days to clear return credit. (Note this was almost 60 days after the return.). On 2/7/2022 I called Customer Service and was transferred to billing an left a callback number, which was not returned. On 2/10/2022 I called Liberator and was told that the return of money to the insurance company happened on 2/9/2022 and I should be getting a credit on my statement. The latest statement I received was dated 3/8/2022 and still shows an amount due from me. On 3/16/2022 I contacted Humana to see if they had received credit from Liberator and they told me that they had not received a credit. This is Insurance fraud. I would like (1) an immediate credit to my account, (2) return of the insurance payment to Humana, and (3) a letter or invoice showing that these two items have taken place. Note that "time is of the essence".

PureWick system was purchased on 1/14/2022 Bought through Liberator Medical Supply Company. Product was delivered 1/18 or 1/19/2022. My mother the product was was ordered for passed away on 1/19/2022 Box was never opened. Was in a Covid free house. Have made 6 calls to get the unopened product picked up for returned and a refund of my money. Every time I call I get a different answer. Do not have date of first call but 2nd call was 1/29, 3rd, 2/4/22, 4th 2/7/22, 5th call 3/6/22, 6th call 3/30/22. The product wasn't picked up by FedEx until 2/7/2022. I happened to be on the phone with them when FedEx showed up. I was told by FedEx that I should have a return/pick up label and Liberator Medical Said FedEx was to bring it. The FedEx driver took it. I did not get confirmation that the package ever got returned to the company. I was told that the package would have to quarantine because of covid. I gave them almost a month called and said someone would call me back. This was the first return call saying they had the package but could not give me date, they would have to transfer me. 3/30/22 I call as I have YET to get my refund and I am told it was just transferred over to finance on 3/28/22 and it is still with in the 3 month period for a refund. 3 months to refund my $500 plus dollars for a system that my dead mother never got to use, was never opened and all I get is the run around. A supervisor is to call me back today but I was told I would be told the same thing. This is NOT good business practice. I am DONE with being given the run around and as I see they have a very low rating on here just speaks volumes to me.

My Moms PMD ordered the purewick system following multiple night time falls due to getting up many times to use the restroom and then not being able to put her CPAP back on. It took many calls to get the system. Medicare paid for the device and wicks. As of July , we were told by Liberator that Medicare would not cover the wicks and liberator would no longer bill for them despite being a Medicare provider. They are asking for payment upfront and give you 3 options prior to ordering. The first option is "you pay upfront and they will bill Medicare". If they get paid, they will reimburse you. When you choose that, they then tell you they will not file any Medicare claims. I've requested codes to apply for reimbursement through Medicare which they say they will send with the delivery and all they send is a purchasing receipt. I've called many times telling them that I've confirmed with Medicare that they will continue to pay for the wicks. Today I asked for a supervisor after my mom has now paid $780 for 5 months worth of wicks and was now told the wicks are still a covered item. They claim Medicare wants more info about the necessity for new clients and the full kit. Despite already having the system, they refuse to submit the claim and provide the proper documentation for us to do it. They also said they are sending an Advance beneficiary Notice? This should have been done in the beginning so they are asking me to sign a denial form when they refuse to submit claims for the wicks only. The supervisor "Amy" repeatedly said they are Medicare providers and the wicks are a covered item but kept saying the wicks won't work without the system. We have the system! It was like talking to the wall. My mom is on a limited budget and I feel like something fraudulent is going on with this company. They have what they refer to as "sister companies" that also reach out to you for reorders. Different number, same people. I'm calling a supervisor at Medicare tomorrow.

Misinformation, lies and excuses from rude customer service; I have been doing their job. Refusing medical equipment to patient who has insurance. I have been working since November to get my mother in love equipment she really needs.I have done most of the work to get Liberator a sale. I have been on the phone for two months with the Liberator representative, the insurance, and the doctor. Maybe someone needs to investigate this company! They submitted a preauthorization to the insurance on behalf of my mother in love late in the game, after telling me and doctor it was approved. I had the representative that I have been speaking to Tomika have me do a 3-way call between her insurance and their insurance department. United Healthcare told the insurance rep that they received the preauthorization on the 21st. after calling Liberator back and having to speak with a supervisor Eric, I was informed by him that their insurance department supervisor told him by email, that her representative, Maureen gave me wrong information.That is hard to believe when I was on the call with the rep and United Healthcare when the information was verified. I even asked the supervisor to do a three-way call with me, he said he works in sale, he did not have the time. Tomika has repeatedly told me she is confused and does not know what she is doing, doesn't understand. Someone at Liberator told my mother in love's doctor around 12/3 that they were shipping her out a pure wick system that Friday or Monday at the latest.The doctor (Dr. Early) called me excited because he had called Liberator personally and spoke with someone. He told me he had gotten them all the information they requested from him and a prescription.Liberator has lied to me and the doctor. Tomika told me on November 25, she was covered for it by insurance. It is not tandem billing. They just need the information now from Dr. Early. She was calling to verify the fax number for the doctor to send what is needed. This is how I come to call them back a couple weeks ago, to find out why she had not received the product. I found out from Tomika that they had not even sent a precertification to her insurance. I was also told that they tried to submit claim only to learn her insurance was canceling Dec. 31 and that she would have new insurance on January 1, that is not true. I followed up that call to the insurance company, it was not true. Then they told me it was terming at the end of the month, still not so. Then they said United Healthcare would not allow them to send in a claim until the first of the year. I have been told so many things that are just lies.I have spent hours on the phones to get her medical equipment that is necessary. I believe all the documentation from us and the doctor has been given to Liberator. In my conversation to United Healthcare on 12/28, A supervisor confirmed the information a fourth time that was given to me and Maureen, she also said Liberator has dropped the ball. They need to be the one doing the contacting to United Healthcare Clinical not the patient to move this along. If they do not want to sale her the product, that is fine with me. The run around I have received and the lies I have been given is unacceptable. The supervisor has not done his job. I told him if I must do your work at least I deserve your pay. I asked for his supervisor and he refused to give me his full name. He said he could tell him I wanted to speak to him, but it would do no good; he would only tell me that I need to speak to Eric because he is over sales. When can you not talk to a supervisor at a business? These people working at Liberator need training. Eric said Tomika was off this week; he said she is frustrated. I will search to find out who owns the company or who would care that their business is being run by individuals that do not care enough to do their job to bring in sales. I was even told that the research, I have done so far, what I have pulled from their own website is not even correct. The supervisor told me that I insisted ins. pay; I did not. I need to talk with someone OVER the company.