Solara Medical Supplies
reviews and complaints

When I got my new pump with Tandem for some reason it went thru Diabetic Supply for parts. For awhile they were ok but then it all started changing when I changed insurance. They never could get the right insurance company right and kept billing the wrong one. Prices constantly changes and never could get a straight answer what was going on. There online portal is a absolute joke and they kept trying to reorder parts that I didn't need. Then all of a sudden Solara came into the picture and started getting auto reorders from them and never ordered them. After calling their pointless customer service centers I finally gave up and stopped doing business with them. What a disaster.

Every three months we have to call and chase them down, they send them out and it take a week to get to me, which I am out sensors by that time. When I first started using them it was great, they sent them automatically every three months, now when I call to refill they tell me every time I’m out of refill, asking doctors to see if they can send else where, this is crazy to keep begging when the doctor sends script for a year supply.

I was prescribed a Dexcom 6 some time back and needed replacement sensors. Trying to get the replacement sensors through Adept they informed me that they were using Solara to supply me now to contact them. After several tries calling I finally got a rep. She said I could upgrade to a Dexcom 7 and I agreed. I wanted to know if there was any cost to me and that they would call me back with info. Never got the call. Again I could not get thru to them. A week goes by with no call back. I'm now on my last D6 sensor. I now have to call my insurance to get help. The insurance company and I three way call and even the insurance company can't get them on the phone after a 45 minutes and a recording that kept saying your call will be answered in 30 seconds she gave up. We tried the next day and got thru. They had no record of me calling about my replacements or the upgrade to D7! So the nice insurance Lady and I ordered the D7. I was supposed to get another call from them about cost but never got that call either. I did receive an email with a tracking code for the delivery of the D7 and after a few days I tracked the package and it had not left the supply warehouse. After 8 days it still hadn't left yet. I called, got a rep (unbelievably). She says to me we will get that out to you and send you a tracking number and I said you've had the order 8 days I've had a tracking # for 8 days and it has never left your building. So now I want to talk to a supervisor she says no because there's noone there. I asked, you must have a supervisor there and she says she communicates by email with her super. I threatened to call my insurance company to tell them that the Solara company was incompetent and there was a supervisor on the phone in minutes. This one says she empathizes with me and is so sorry for my inconvenience and will expedite and overnight me the D7. She just blew smoke up my [censored] and because she was so polite I just hung up. Now my D6 sensor has expired and i'm waiting for a tracking # for the D7 delivery. Guess what? no tracking ever arrived. 4 days later no tracking # and no delivery of D7. Now I have to go spent money I can't afford to cover their INCOMPETENCE!

If I thought I could bring a suit against them for their incompetence I would. And I hope Aetna finds this interesting!

If I could give less than 1 star I would! I have used Solara for many years due to their great prices however I have been burned multiple times & today is the last time! Solara over the years has shipped to an address that was 3 shipping addresses before & not even on file according to their customer service agents. Then they changed my address in the shipping department apparently from *** to 4th St N resulting in my shipment of needed insulin pump supplies going to a different address. This time around Ive been trying to get an order shipped with my Dexcom supplies for my closed loop insulin pump system but they wont ship because I owe $714 from a prior shipment in March I didnt receive a *** until the end of May & paid it in full over a wk ago on 6/12. Ive spoken with 5 different representatives and they in turn have spoken with their supervisors over the past wk. Theyve all confirmed I have made my payment & stated my shipment would arrive by yesterday! Guess what - it didnt and Ive been burned again! Running out of supplies today thanks to this companies incompetence! Today they say I havent paid my ***, oh wait yes I see your payment, oh wait no now you owe an additional $740 from a February shipment that didnt show up on your account until Friday last week *** WILL BE *** TIME I DEPEND on Solara & their incompetence, untimely billing practices, & lack of communication to supply me with my life saving diabetic supplies! Please dont use them! Please learn from my multiple lessons learned over the years! There are other *** companies that are perhaps more expensive but will get you your supplies overnight without all the difficulties, lies, errors, lack of accountability, & unnecessary stress! Shame on Solara & their business practices- theyre hurting the patients that are their bread and butter! They will not be hurting me anymore! *** finally learned!

Solara is by far the worst medical supplier I have ever dealt with in my 12 years with the military. My spouse is a type 1 diabetic. She has actively made complaints to the Complaintsboard.com where Solara reached out and guaranteed it would not happen again. We were told notes were put into the account from a manager in Corporate Compliance to prevent this from every happening again. Here we are putting in another complaint.We have had them send us random bills in mid to late 2021 that say we owe them for services provided in 2019 or 2020. In the most recent one (today: 10/19) , they stated that we owed over $230 for a service from December. We had called about this and stated in AUG 2021 they were freezing the charge until Tricare took care of balance as it was supposed to be covered so we could order supplies. We got a *** today stating it was seriously past due and they charged a late fee. We called Tricare first and they gave us confirmation that they paid this in MAY . So now we are charged a late fee, cannot order supplies, and have this charge seemingly unfrozen without explanation from Solara. We should never have gotten any of this considering this was paid before all these charges were sent to us.We also have gotten bills based off of explanation of benefits that were estimated amounts owed and told they would not send supplies out until we paid them. We said it is not a *** because they did not submit it and we are not paying until Tricare responds. Their customer service and billing team do not talk to one another but send you between the two of them. We got an over $500 explanation of benefits *** lowered to $200ish by going back and forth. If it was a required amount, how did it keep changing? This was a reason we took our account off Autopay. Good thing we did because now we more 2019 and 2020 charges rolling in in late 2021. On top of all this, Solara does not allow you to view more than the three most recent invoices. I can see my pay history, but not invoices to pull up service dates or statement shipping dates.

Awful. I ordered supplies at the end of November very beginning of December and we are more than halfway through Jan 2022 and still don't have them. You can't get online to see your order or the status of it. I called because they are billing me for service and found out that they are holding my supplies hostage until I pay the ***. I paid my *** through December and my supplies were ordered well before my January billing and the "customer service" woman tried to tell me how they *** monthly and that the *** was for September but it's monthly billing. That's all fine and good but you don't hold up supplies when I was paying every month on time as I should on a lifesaving product for my daughter from these people. The customer service rep seemed more about being right than trying to defuse the situation. I had contacted them multiple times with regards to this both by phone and email. They never EVER answer their email or if they do it's months late. They did call my phone left a message in Dec stating supplies were on their way. Nope. I called and found out their holding them up because I haven't paid my ***. WTH? I paid my bills all the way up to this latest one where I was holding up on it to get my supplies. I even told them I was going to do that. I had another incident when they sent me a sensor that didn't work and needed it replaced. I was told that I could go ahead and toss the piece and they would send me a replacement. A month or so later I received a phone call that they wanted the broken sensor back. I told them I was told to toss it by another rep as I had given him all the information on the sensor. Then 3 1/2 months later I receive a note from them stating that it was fine they didn't need it back. Is 3 1/2 months the standard for gold star customer service now? This company is terrible. I went ahead and paid the *** so I could get my daughters supplies but we are shopping around now for someone new. This is my daughters lifeline to remaining healthy. I would give them no stars but the system makes you give them. I even went online to see employee reviews. Not good.

This company has been nothing but horrible since I have started getting my supplies from them. I was originally a patient of Active Health Care. Inc before being transitioned to Solara. At first, I was understanding because of the COVID-19 situation but as time has gone by nothing has really changed for the better. Every time I have called CS I am for the most part given a different reason as to why my supplies have not shipped out. My most recent order that was created on 10/06 was already messed up somehow and only included Accu-Chek FastClix lancets which Solara is no longer carrying. So I called CS and I was told they were so glad I called because my order was stalled out due to the lancet issue. The lancets were taken off my most recent order so that it would hopefully ship out asap. Not to my surprise, my order didn't ship out and still hasn't shipped out and it's now 10/23. The lancet issue was taken care of on 10/16 it's now 10/23. I was also told for some reason my order is sitting around in a Warehouse with a shipping label on it but hasn't physically started to travel with the UPS/Post Office. I understand that sometimes things happen however this is ridiculous. I last inquired about this today (10/23) and I was told I would receive a call back with some info on what's going on after talking with managers. Etc I assume it was Friday and no one wanted to get the issue resolved asap so I will have to wait until at least Monday (10/26) to hear what the problem is. I have stated multiple times that I was/am running low on my Insulin Pump supplies but it seemed as if that didn't matter! I also spoke with a CS rep in South Carolina and was told that he would take care of the problem and duplicate my last most recent order and get everything taken care of and get it shipped out. However, when I spoke with someone else I was told that the CS rep didn't do what he said. I am extremely disappointed with this company so far. And for now, it doesn't seem like it's going to get any better any time soon. I know there are shipping delays with some carriers however this isn't an excuse because the carrier doesn't even have my shipment in custody as of right now. I hope things get better very soon!

Solara Medical Supplies is by far the worst "business" in the history of humankind. My son has Type One Diabetes. We were switched from one provider to them earlier this year. I called to place an order on 10/6 and was told my order would arrive in 2-3 business days. Called again on 10/19 because the order had not arrived. The rep on that call said it's ready to ship and would arrive in 2-3 days. I called again on 10/26 because the order had not arrived. I did get a call back from a rep stating that she would check my order and would call me today to confirm that it had shipped. Surprise - no call. In hind sight I should have cancelled the order outright. I contacted another medical supply company and they advised me waiting to see if the order arrived by the time they had a new account set up and insurance was approved. Sadly, the Solara order arrived before the new company could take our order. On Nov 9th I received a box of supplies, but no invoice. And no one had told me what I should expect to pay or what copay amount I needed to pay. Then on 12/3, I get the invoice. Total due is $922.76. The two Dexcom transmitters alone are $649. My son doesn't even wear the dexcom. I called on 12/3 who transferred me to some sales guy who had absolutely no clue how to help me because he didn't deal with my state of NC. So he transferred me to Linda who said she would request a return shipping label be sent. If there was a problem, which she didn't think there would be, she would call me back. And she just called stating that the shipping department will not accept the UNOPENED Dexcom Transmitters because they are medical equipment. Hello Solara! You sell medical supplies. Linda calls me again and says she's transferring me to a manager - and of course, I get voice mail. I've left a message. Their return policy on their website says that they can't accept back the Dexcom SENSORS... fine. I'm trying to return the TRANSMITTERS. I should have refused delivery of the supplies. This company is utterly despicable and how it's stayed in business is beyond comprehension. DO NOT DO BUSINESS WITH THIS COMPANY . If I could, they wouldn't get one dang star but the system won't take the review without one. So I have to click one star.

I've been using Solara for a couple of years now. It has never been smooth sailing with them but definitely seems like they've been going downhill for a while (even outside of COVID circumstances). First, it is a struggle to get reorders on supplies. I will be on hold for so long that their automated system will send me to voicemail. Then, after leaving a voicemail, I NEVER get a call back. I leave my full name, birthday, and phone number so they have adequate information to do so. I have also tried to place re-orders online with no luck. Additionally, the new Trace app does not recognize me as a customer, even though I've spoken with a rep on the phone who verified all of my info was correct. They were never able to resolve that issue either, so I can't reorder on the app. I have a health savings card that I have verbally authorized to be charged for re-orders. If there is not enough on that card, I have my credit card on file as a second option. I have had them write several notes on multiple occasions saying to charge my credit card if the health savings doesn't have adequate funds. Days will go by and I will wonder where my order is and when I am finally able to get a live representative on the phone after several days of calling, they will say, "you have two cards on file. We did not know which one to authorize the charge on.." Once I am finally able to reorder my supplies, the charges I incur are incorrect. They will charge me a couple hundred dollars, but when I will look up my coverage on my Cigna profile, it was covered 100% and paid by my insurance company. I then have to *attemptto contact someone to get refunded. Luckily I have the money saved to be able to pay for my supplies in the first place, because otherwise I would get in a huge bind. That is besides the point. Why should I be getting charged these amounts in the first place if it is covered 100%, and then have to chase a customer service representative for weeks about getting a refund? Because this process takes so long every time I try to reorder, there have been several occasions where I have gone a week or more without sensors and therefore did not know what my blood sugars were. I am a very labile type 1 diabetic, so I'm lucky that I have not been hospitalized. I do not always have access to test strips to use while waiting for my supplies.

I requested a refill on my glucose sensors November 12th. The order was supposed to ship November 19th. I noticed on the 17th or 18th that the quantity was incorrect. I called the company, spoke with a representative, had it straightened out and I informed them that I had a new doctor in the same office and gave her name. I kept checking the status especially after I used my last sensor. It was supposed to ship out November 19th. As of December 1st, nothing. I called the company and was informed that the prescription was not properly filled out and that I should reach out to my doctor to speed things up. I spoke with my doctors assistant and was told that everything was sent to Solara. I called Solara back and was told that they did not receive anything. I waited an hour then called back and was told they had not heard from the doctor. I called the doctor again and was told that the corrections Solara requested had been taken care of but they had not heard from Solara at all as of yesterday. I called Solar last night and was assured that my supplies were ready to be shipped yesterday. I checked the status this morning, still had not shipped. I called Solara again and was disconnected several times. I used my husbands phone and got right through only to find out that my supplies had not shipped. I am in insulin dependent diabetic that has to take frequent readings to determine my dosage. My sensor expires tomorrow. I could excuse all of this but for the fact that whoever was supposed to follow up on my prescription DID NOT. The moment, on November 19th, that there was a problem, it should have been taken care of. *** should have reached out to let me know that there was a problem TWO WEEKS AGO when I had plenty of time to do their job for them in time to have my sensors. I was promised overnight shipping, we shall see. I plan to lodge a complaint with my state and my insurance company. When peoples lives depend on having supplies there should be a sense of urgency to make sure things are delivered on time. I should not have had to call 7 times to get things straightened out. I should not have been reduced to tears just to get my supplies on time. It is also rather uncanny that today, I was disconnected three or four times in my pursuit this morning. I used my husbands phone and got through right away. It could have just been a coincidence?

I started my process with this company in late June early July to receive the Dexcom 6 to help monitor my diabetes. In August they received approval from my insurance company and the nightmare began. I called periodically throughout the end of august checking on my status since I provided my debit card information to process my first month payment which was *** and told the 2nd month would be *** and the third payment *** because it was better for me to pay in 3 installments instead of 1 installment for a 3 month supply. I waited two weeks for my shipment so I called to see what was the hold up. They stated I never gave an approval. I asked when You all asked for my debit card information and explained my payments and asked for my authorization to process the payment I assumed that was giving an approval. Well needless to say this happened in Mid September and I received my 1st package In October and was told I will receive an automatic call to renew my prescription for November. I never got that call so I called them on November 21,2021 and set the payment up after being told I have to get a new prescription because my prescription says it expires in *** and thats only acceptable for *** patients and not private insurance. After spending 45 minutes on the phone with the representative explaining thats incorrect and to please read the notes on the account from beginning to end they finally processed the prescription for November then turned around and charged my account on November 27 for *** because they said they had to send an approval to my insurance company for my prescription. After trying to explain the rep that I have issues calling thats incorrect please read the not you guys are not to charge my account with out my permission and I already paid for the month of November he hung up on me. I called back and requested to speak with a manager but was told none are available to speak with me but the rep helped and stated that she see I paid for November and did not give approval for the *** so its being sent for a manger to approve the refund while we are on the phone and the approval was received. I just need to wait 7 to 10 days to receive the refund so I did. I received a refund of *** because they stated I needed to pay the *** for December which I never authorized. This is by far the worst company I ever did business with. The Dexcom 6 is the bear little tool I ever used to monitor my diabetes but it is not worth the headache Solara put me through.I you are thinking about using this company please be *** that it is horrible during business with them

I don't know where to start so I guess the best place to start is the beginning. Im a T1D and being using dexcom sensors for years. After Dexcom stopped handling supply orders, I found Solara Medical Supplies and what a nightmare this company is. I'll explain..I use their phone application Trace by Solara to place my orders. I had to wait till I was eligible to order before it would proceed and shipped. I always submit my order early so it's ready to process when I become eligible. Well, I had the wrong insurance info so when they attempted to verify insurance it said not eligible so they just deleted it. No phone call or email was sent out to inform me. So I called and said let me give you my new information and was told to first call my insurance company to verify they are in network. So I did and then placed a new order with my updated health insurance information then called their customer service line to verify it will be shipped. The woman I spoke with said no worries it aopears it will ship tonight. We hung up and I was satisfied to know my order was shipping. I woke up the next day and check the status and it said still preparing not shipped. So I made another call to Solara Medical and I asked to speak to a supervisor. The first woman I spoke with put me on a 10 minute hold then transferred me back into the queue. When another person picked up I immediately asked if she was a supervisor. She stated no and I explained to her what the first girl did. She told me it appears all the supervisor s may be in a meeting as everyone is work at home and all the managers appear to be in a meeting ( which I totally understand as I as well with at home). After about 10 minutes explaining my situation, she interupts me and says it appears my manager is available, woukd you like me to transfer you. After saying sure, she cold transfers the call (who does that, that would absolutely make my supervisor mad if it wasn't a warm transfer with an introduction), his voicemail picks up. I left a voicemail and asked to please call me back ASAP. After no callback I decided to try one last time and I got the nicest girl who told me all the managers appear to be away but she can transfer me to another managers mailbox by the name of *** Again no response. I am pretty much screwed at this point as not one representative has the ability to go above and beyond. I asked if they can contact the department directly and each one said they can create a escalation on it. Well I know I am not the only one on this Earth and I also know escalations queue can be backed up past the normal time frame that's normally give to escalations. Not one representative I spoke with is given the tools to make a one and done phone call. First call resolution doesn't seem to be a priority. What's seems to be the priority is call handling times and means your patient/ customer is truly not part of your mission.The first girl that took my call and transferred me back into the queue, I would like her management team to put her on a final written warning. Not a verbal. Not a written. A final written. This type of behavior is almost grounds for termination but I feel it just one step below that. It's almost as bad as intentional call avoidance and needs to be handled swiftly

Here is the complaint I sent directly to Solara: I am submitting a complaint in writing because none of the supervisors feel it necessary to call me back despite leaving 3 messages on their voice mails. Additionally, the most recent time I was assured the supervisor would answer, and I was sent to ***' voice mail. Two weeks ago I responded to the text message to reorder supplies for my husband. I waited a couple of days for the order to process and ship, but I noticed nothing had changed. When I called, I was informed that the documents department needed a new prescription. So, I called my *** and they assured me that they would fax it that day. I waited a couple more days, and the order status still had not changed in the app. So I called Solara again. According to whomever I spoke with, the documents department did not receive the fax. They instructed me to reach out to my doctor again. So, I did, and they told me they would once again send it and have a supervisor follow up. At this point, I have already alerted Solara that my husband's sensor would run out soon and this needed to be handled. I waited another day, saw no change in the order, and once again called. The person told me that it was received and that a supervisor would be expediting the order. This was Thursday July 30, and I was told we would receive the supplies Monday, August 2. On Monday, I checked the app again to see that the order still had not changed, so once again I called Solara. When I spoke with the person, she indicated that no it was not shipped or fully processed because suddenly Solara needed an authorization form from my ***, a form that was never mentioned before, a form that as of Monday had not been requested, and as of Monday, not a single person from Solara had reached out to me to inform me of these changes after being assured the order would go out on Thursday. You can imagine my frustration since my husband had now gone 3 days without a sensor to connect to his insulin pump. On top of this, I asked to speak to a supervisor and EVERY SINGLE SUPERVISOR was in a meeting at the same time. I left a message at 1:45 pm EST. At 4:30 pm EST, no one called me back, so I once again called Solara and had to wait almost 30 minutes to be told again that EVERY SINGLE SUPERVISOR was again in a meeting. I left a message with *** (not sure of last name) laying out the problem, in a rather aggravated fashion (understandably), to call me back the same day. It was no surprise when that did not happen. So today, August 3, I called again and requested to speak to a supervisor again, only to be sent to a voice mail once more. I called back and once again requested a supervisor, was assured *** would answer this time, and once again was sent to voice mail. To say that I am appalled with the way Solara has handled these concerns is an understatement. I have never received such poor overall service, poor communication, or a complete disregard for customer need and satisfaction. Should I ever finally receive the supplies for my husband, you can rest assured that we will look to another company in the future. It is my hope that no one else will deal with the same things that we have encountered. It is completely unacceptable and Solara needs to reevaluate how they handle processes and procedures. (

I was diagnosed with Type One Diabetes less than a year ago, and the most difficult part of my diagnosis has easily been having to engage with Solara Medical Supplies. Never in my life have I ever come across a business entity with such an unprofessional, lazy and apathetic staff. I would warn any individual looking to get their diabetic medical supplies from this company to stay away. I have only had to resupply my Dexcom sensors ONCE (for a three month supply) since my diagnosis, and I can only describe my treatment by Solara Medical Supplies as a constant insult to my dignity as a Type One Diabetic. My issues with Solara Medical Supplies started in December when I was due for my first restock of Dexcom sensors. I placed my order via my iPhone app and called ahead (more than once) to ensure that the delivery would be received at my parents home, because I was not currently in the country. I continually checked the status of my order after/around December 17th to make sure the order was in fact being sent. It was never sent, so I continued to call to check on the status of my order. An individual at Solara Medical Supplies said there was an issue with a prior authorization, this had never been communicated to me prior. Given this information I called my insurance company to see what was wrong. They claimed there was no issue on their end so a Cigna Representative assisted me in tracking down the issue. I was on the phone with my Cigna Representative, a third party insurance representative and a Solara Medical Supply Representative. It was at this time I learned that the prior authorization had never been processed. Because it was the new year I would then need to pay out-of-pocket for my three months supply since my deductible reinstated. The Solara Medical Supply Representative then callously suggested that it was alright, I could pay on a payment plan. He would not explain to me how or why my prior authorization was never processed despite my insistent calling in December to ensure nothing of this nature would happen. It then became clear to me that I was the victim of a litany of deceitful, incompetent Solara Medical Supply Representatives who never followed up on a basic task that then cost me hundreds of dollars. By the time they were able to get the prior authorization issued I had returned home, so again I called Solara Medical Supplies and told the please send this to my home address. The three month supply was sent to my parents, because again I was dealing with the substandard of medical supply companies. At this point I had gone a MONTH without my supplies. I called and spoke with the manager, who expressed shipped me a box of sensors and informed me that he would report back to me in a week to inform me how the prior authorization mistake had happened. He never called me back. I have since paid my bill and with no surprise there was no clear option to pay via a payment plan on the payment portal, by this time I have become accustom to the lies. I am currently in the process of working with my healthcare team to move my presriptions to a pharmacy where I have more control over how and when I receive my medical devices. Despite my constant calling and following up I was likely one of hundreds of customers who are mistreated by this company. Now that my ordeal is over I have serious concerns on how those with young children who are diabetic or those who are elderly and diabetic are capable of navigating the lies and deceitful customer serivce staff to ensure their treatment needs are being met.

My order for the Dexcom sensors are now over three weeks overdue. I am currently unable to use my Dexcom G6 device due to not having the sensors now for over three weeks. The Trace App shows the order was generated on 09/04 and has been in shipping since 09/22. I have made a number of phone calls and have been placed on hold by the Solara system a number of times with the only option after a long wait was to leave a message. I have done so a number of times, providing my name, my telephone number and my issue. Not a single call was returned to address my issue of not having my medical supplies or being provided with an order status. The times I was actually able to reach a live person, they were no help whatsoever and could not tell me when the order would be shipped. Three weeks ago I was told it would ship that Tuesday, I received o shipment. Last week I spoke to yet another customer service person who told me it would ship that day, no shipment. Just this past Friday I spoke yet to another customer service person and expressed my concerns that I was without the use of my device for over three weeks. The person expressed concern that I was without the use of my device for three weeks. They saw that the shipment was in shippng status since 09/22 and could not understand why it was there that long. I did convey to this person, that I had left numerous voice messages and none were returned. I also informed him that I had spoken to other customer service personal and was given information about shipment which was not true. This person promised to escalate this and the urgency to the higher up and that he would either call me back or email me with the status of my order. I am writing this on a Wednesday and have not heard back from this person. I called again Solara customer service 5 times refusing to leave a message as they do not return any of them. I spoke to yet another customer service person and they assured me that the shipment was on a truck to ship over night to me yesterday. When I asked for a tracking number so I can track my much needed supplies, this person was not able to provide me with one but again assured me I would be getting an email from Solara with the tracking number that day. I still do not have a tracking number nor do I have any clue as to when I will have my supplies so I can continue to use this very critical device. I have been given nothing but the run around by Solara customer service and strangely enough the Trace app I have been using to get status of my order, this morning I find that all of the Icons work except the "My Orders" app which now states "Something Went Wrong Please Try Again Later."How convenient of this App that has been working all this time have an issue with the Icon for My Orders not working since yesterday? I have had my Doctors office also call and they wee informed as I was that the items were in shipping and was shipping that week, that was over two weeks ago. I have also complained to Dexcom customer service who informed me they had a assigned a compliant ticket, that was two weeks ago and have not heard. Dexcom offered to sell me a sensor for what the customer service stated was a "Cash" price. I informed this person that I have insurance and that I know Solara hs billed my insurance for my supplies, so the fact that their supplier cannot deliver my supplies, that the only answer I got was to purchase a sensor from Dexcom. I have been without the use of my Medical Device for over three weeks, numerous phone messages have not been returned, customer service at Solara has been clueless and no help at all and depending who spoke with, I got a different answer. I have left many messages pleading for their help and letting them know I was running out of supplies and not a single response. Dexcom the manufacturer proved to be no help as well and i am still waiting for my complaint ticket to be addressed. I an entering my 4th week without my medical device and no clue as to when I will be receiving my sensors.

This company is to be avoided! I tried to be understanding for a couple years and now I dread dealing with them. I have dealt with them on very similar issues repeatedly since summer 2018 even involving supervisors and QA-types at various times over the 2 years. But nothing ever improves. It is only getting worse. As I read the complaints below (and the company responses) there is a theme. In the reviews... and the accompanying responses. Most recently (and very very similar to many of my problems and experiences for two years now, I called in a September 90 day replenishment order of diabetic supplies for my son (had to be called in because their Trace app is terrible and unreliable and they wont acknowledge it). After two weeks from my order date I called Solara because I had not received shipment, phone call, or email indicating any delays. I was told they were waiting on an authorization letter from the insurance co for two weeks! I could've helped but Solara chose to just sit on it and wait while my son was nearly out of supplies. I called insurance and they immediately sent over the needed letter and supplies were disbursed, arriving a few days later. But I only received 1/3 of the order and was not notified of any changes during our exchange days before. I guess I was just supposed to accept what I receive. When I called back, I was told my insurance reduced the authorized amount from 3 mo to 1 mo. A couple days later supposedly the insurance co reversed their decision and the remaining 60 days came soon after. Fast forward 90 days. I called in same 90 day order. After 2 weeks I received 1/3 of pump and zero of CGM supplies. Again, no call, no email, nothing indicating less than expected supply shipment. So I had to call again which was the day before Thanksgiving... they were waiting on an authorization letter... again... for the CGM supplies. I called my insurance, insurance immediately sent letter electronically to Solara. I called back to verify receipt and was assured someone would call me back that same day with confirmed next day shipment of remaining items. Never got a call. Never got the overnighted shipment. Fast forward 5 days to yesterday. I spent the entire day on the phone with insurance co and Solara. Over the course of the day, and after the customary apologies (see their response below... they always start with a shallow apology), I found that my shipment was transferred to USPS and would take an additional 16 days estimated delivery. So to remedy, the CS rep would "recall' and reissue shipment via *** only to find on a subsequent call that this never happened. No shipment on the way. Then I was told by another CS rep on another subsequent call, "we don't do 30 day we do 90 day at a time, she was wrong, let me fix this for you" and she'd send out the remaining 60 days with supervisor approval which took 15 min on hold to get. But assured the other 60 was on the way. Then after talking to my insurance and they not having any idea what 30 day policy Solara was referring to, I was promised by Solara an emailed copy of the 30 day policy so I could address further with my insurance co. (email Never arrived). Then late in the day and about the 6-7th call to Solara and my request to escalate this comedy, I received a call from a supervisor who found the earlier supposed transfer to *** never occurred. The 60 day supplemental shipment never occurred, and there was no email she could send that it was a billing code not a policy. She promised to resend shipment along with a return label for excess shipment of the supposedly "recalled" shipment. I asked to do this on an earlier call and was told that couldn't be done. Supervisor promised to email me a tracking number to assure me it was on the way overnighted. Never received email. Never received tracking numbers or anything. And shipment has not arrived. I called the supervisor back twice today now only to get VM. My kid is on day 7 with no supplies. This isnt a one time problem. There are no holes to be poked in my review. I have names and numbers and times of all calls and all reps names. But there are many more reviews like this in the remaining comments below on this Complaintsboard.com website. A cut and paste apology is not sufficient! Although I bet they paste one in anyway. THIS IS NOT OFFICE SUPPLY. THIS IS MEDICAL SUPPLY! Future customers and patients BEWARE! Go with someone else.

Jan. 6, 2022 I mailed back some unneeded supplies to Solara Medical that had a date of *** of *** 2021. They confirmed it was received later in January multiple times. On April 11, 2022 I placed a new order for supplies and authorized a credit card charge of ***. I realized that my card was also charged (without authorization) another ***. I called on 4/29 to inquire why, and they told me to contact my insurer as they claimed everything was charged correctly. I called BCBS of TX and they confirmed that Solara was charging me the *** for the 12 date of ***, which was returned and acknowledged as returned. I called Solara back on 5/9, and spoke with *** who said the "national billing team" had to review and process. I'd asked if the refund could be applied to the rest of the April 11, 2022 order, and be refunded the other amount due, and she said no - I had to be refunded and separately pay the new charges. I called back on 5/23 to ask about the status and spoke with *** who said that was not the process. She confirmed that Solara had billed me incorrectly, and that the charge of *** was applied to the previously returned supplies. She said she adjusted the *** 2021 *** and started the refund process, and that it would take 3-5 business days. I called back on June 1, 2022 as I did not see any refunds. I spoke with ***, who coordinated with *** who then said she would use part of the refund to credit towards my current balance and then refund the rest in ANOTHER 3-5 business days. I want to make sure this happens. I'm frustrated of calling so many times, over an issue that is ridiculous.-They should not have charged my card without authorization for products that were returned months ago -They should not tell me different processes each time I call -They should refund my money!-They should confirm the billing adjustment for the Dec. 2021 order

As someone with Type 1 diabetes, I rely on Dexcom continuous glucose monitoring sensors to maintain my health and control of my blood sugar. This complaint is about Solara, a distributor for those supplies. I have used Solara for almost 2 years, often requiring follow-up with them to ensure I got the supplies I needed. My latest experience with them has been completely abysmal and remains unresolved.Order for Dexcom CGM sensors placed on 11/18, but sensors were never shipped to me.14 phone calls to Solara since 12/13.In that time, 12 hours and 16 minutes either on hold or on the phone with someone.4 disconnected calls where I had to call back.1 contact where I was told I did not exist in their system and that I should be using a different phone number, even though the phone number I dialed is the one on all of their web assets and emails and the one I have always used.2 calls where I was told they did not have a valid prescription for me, which is not true.7 calls where I was told my supplies would be shipped overnight, but were not.Multiple status changes in the system from "shipping soon" back to "processing order."Multiple attempts to escalate to a supervisor, and only managed to do so after threatening to file a complaint with the complaintsboard.com and taking legal action if needed.Contact by phone with supervisor on 12/23, who promised me a callback from Solara's Compliance team, which never happened.Two additional email contacts with that supervisor with no response.I have still not received my sensors nor any contact from Solara since 12/23. I will be changing to a different distributor, but all interactions with Solara for a medical need have been unresolved. This is unacceptable and I hope by filing this complaint, others will be aware of how horrible Solara is and will look to meet their medical supply needs in a different way with a different company.

I knew in advance that I was leaving my job and my insurance whould cancel. I called Solara multiple times regarding an order for 3 months worth of Dexcom sensors and 1 transmitter. I was not told that a prior authorization was needed any of those times even though I later found out it was on ny account as of March. A representative also told me that my insurance would be valid through the end of the month due to the law and the fact that my insurance premium already would have been taken out. I placed my order on 5/4 thinking everything was good. They turned around and told me I needed chart notes and a prior authorization the next day. None of this was told to me when I spoke to multiple reps from March to May. I could've had this all done months before I attempted to refill my order. I left my job on 5/6/22 and despite the rep telling me my insurance would legally be active through the end of the month it was canceled on 5/8/22. My order was placed on the 4th, the notes were received on the 5th and my order should have been fine, but I found out on 5/10 that the prior authorization was sent to the wrong place. My insurance company sent a retroactive authorization to 5/4/22, but now my order is not being honored on the date I actually placed it. I made multiple phone calls to avoid this whole issue happening and even tried to buy out of pocket supplies with my flex spending account (while I still had it) and was told it was unnecessary. I was told completely incorrect information by multiple reps and am now in a situation where I won't have a necessary medical device for probably around 6 weeks. I did everything I could to try to avoid this situation and Solara told me everything was fine with my account on several different calls. This should not have happened in the slightest because I was staying on top of everything, but Solara representatives gave me completely inaccurate information.

I have been using Solara for the past few years to receive medical supplies necessary to manage my type 1 diabetes. My insurance has not changed in that time nor has my address. However, the last few months have been awful dealing with Solara. For an order I placed in late November, I was making calls to them over a dozen times into January, trying to get my necessary medical supplies. I had to talk to a different person every time who told me differing reasons on why my order was not being fulfilled (some even claiming that my insurance was not cooperating with them. I talked to my insurance and was on the line with my insurance when they called to dispute this with Solara). According to my phone log, 16 calls were placed between December 30th to mid-January just to try to get medical supplies, with again, nothing having changed in insurance, address, or anything else. My deductible was met, but because of this company's incompetence I was unable to receive supplies until mid-January and got to pay hundreds of dollars. Now, they have not even billed my insurance for that order. I also used to receive 3 month supplies of my medical devices, but after the November-January fiasco they have changed to one month supplies. Over a week and a half ago I asked for my medical supplies to be ordered, and they are still processing the order (absolutely no progress has been made and no one has contacted me with why), and I am out of medical supplies, which I was assured would not happen after the last fiasco.I need answers from this company as to why they never billed my insurance (as they said they would, and I should have been contacted if they were going to send supplies without billing my insurance) and why I cannot get my necessary medical supplies, especially after I was told in January their issues with my accounts were resolved and I will not have to deal with waiting months for medical supplies again.

I have been dealing with Solara/*** since December when my daughter changed her insulin pump and we were no longer able to get her pump supplies through our local pharmacy. Every time I try to reorder her supplies I get the run around and each time I call there is a different "hold up". To the point that she runs out of supplies and I have to ask friends if they have supplies to get us through until an order comes in. It took me two months to get supplies the first time. I called 7 times and spoke to a different person each time and was given a different reason for the delay. It was always someone elses fault in a different department that flagged the order for some reason or another. They promised to call or send me a tracking order when it went out the next day. Which never happened. They said it would be sent out the "next day" at least 5 times. I finally spoke with a supervisor *** and he was able to get the order pushed through. The most recent order was placed on May 2nd and ship date was listed as May 5. I kept checking the order and now it is saying 6/26. I called and they said it was because the insurance authorization had expired and they were waiting on a reply from the dr. and the insurance company. They then informed me that the authorization expired in September. I asked them why I wasn't notified that it expired so that it could have been taken care of before now when she needs the supplies. I also asked them why it showed that the supplies were ready to be ordered and shipped when they actually weren't. They could not answer either question. I have followed up with my daughter's doctor and insurance company. I have also reached out to *** to see if he can find out what's going on but he has yet to respond. I have other friends that use this company and they have all had similar problems. I know of one that has filed a Complaintsboard.com complaint.

On December 14 an order was placed with Solara Medical Supplies for diabetic pump supplies. Solara was called several times regarding a status update. . After a three-way call with Solara and my doctors office on 12/27.2021 it was determined that Solara was sending the requests for the prescription to my physicians off-site location instead of the main office. 12/21 10:03am EST 12/22 2:44pm EST 12/27 8:33am EST 12/27 11:37am EST 12/27 4:30pm EST Solara received and loaded the prescription from my doctors office into their system on December 28. a benefits check was completed against my 2021 insurance and would be covered at 100 percent as my yearly out of pocket maximums had been met. The order was sitting in pending status until it was brought to my attention on 1/4/2022 that a prior balance for an order placed in Novermber was holding the order from being fullfilled. Solara had a FSA credit card on file that was set to cover all co-payments. Nowhere in the multiple conversations was it noted by Solara that there was a balance owed for a previous order until this is was a problem getting this prescription fulfilled. Solara took the information for the updated card and processed the payment. With the updated credit card, solara was also provided information for 2022 insurance as the insurance provider had changed for 2022. When I called back on 01/05/2022 to see what was going on for the order, I learned that Solara was attempting to process the order against the 2022 insurance policy as that was all they had on file at the time as the previous information was overwritten and they were getting a denial stating the new insurance was not valid for date of service. Solara was given the 2021 insurance information again to process. A call was placed back on 01/06/2022 for status update and I was advised they could not back-date against 2021 and it would need to be processed against 2022.

Ever since this company has taken over Active Healthcare in Raleigh, NC I have had nothing but issue after issue. The main issue has been shipping/delivery. Of which the most recent issue occurred with my 2/26 order. The order arrived damaged and missing Diabetes testing strips as well as Insulin Pump supplies. I immediately reached out to Solara customer service in regards to this issue and was told that I would need to submit a claim with the carrier that made the final delivery and then the supplies would be shipped again via next day delivery. I was unable to file a claim due to unknown reasons. I then called Solara back and spoke to another customer service rep and she had her manager take care of everything. The supplies were approved to be shipped again. I received the replacement supplies two days later only to find out I was still missing my Insulin Pump infusion sets. However, I did get my Diabetes test strips. I called Solara back to inform them that I still didn't get my Infusion Sets and I was told that it looked like NC Medicaid had not been billed for those as of yet and that's why I didn't get them. A lady by the name of Shayla. R said she resubmitted the claim to NC Medicaid and it went through and I should have them very soon. I kept checking the Trace app to see if the order had shipped and I saw that it was still processing. I re-contacted Solara and was told this time that the Infusion Sets were out of stock and they didn't know what to tell me to do. I was then told by Shayla. R that that indeed wasn't true. Shayla. R then called and left a voicemail stating that she talked to a manager and found out that they were indeed out of stock but had no definite date they would be shipped out. To this day I am still missing my February Insulin Pump supplies and it looks as if though my March Insulin Pump supplies will be missing as well. No one has any info on it. Managers have not called me back or anything.

Last month I was due for a refill of my Dexcom sensors which I always order a 3 months supply at a time as that is what my doctor *** and what my insurance allows. I placed my order, and when I later received it I only received a 2 months supply. So I called to get the 3rd remaining boxed shipped to me and I was told that they couldnt ship the remaining box due to my insurance since I had already received a 2 month supply. Which makes ZERO sense when Im supposed to get a 3 month supply at a time. But the rep told me when I could reorder a new 3 month supply of sensors (which was right at the end of my 2 month supply). So fast forward 2 months and I call to reorder my sensors for a 3 month supply on 3/11/22 and the rep asks me if I want a 1 month supply or a 3 month supply and I repeatedly explained my situation of how I was already shorted last month and I did not want that happening again so to please send me a 3 month supply of sensors. So apparently they place my order for a 3 months supply and then Im told that my order is moving to their insurance department because they have to wait to get confirmation from my insurance before shipping. And thats all the rep could tell me. I wasnt given a date my order would ship, if I would be contacted if theres an issue, nothing - no next steps. Just a vague we need confirmation before we can ship. Luckily by 3/15/22 I received a shipping email that my order has shipped. Never was contacted that there was any issue. Today, 3/21/22 I receive my order and once again my order is shorted. I only received 1 months supply of sensors. I am SO infuriated with Solara at this point because this is the millionth situation like this that Ive had to deal with since using them. Every single time I need to place an order its like pulling teeth. Every. Single. Time. Theyve delayed shipping my orders in the past to the point where I run out of my supplies. Which as a type 1 diabetic, COULD KILL ME.

Solara Medical Supplies is the provider my Dr office, Dr *** (***) uses for the *** medical devices-sensors and transmitter among other supplies. From the start I was encouraged and then baddgered by Solara to order this device. They would not share what the billing cost would be. I had to on many occassions ask for the pricing. There pat answer was it is all covered by insurance. It was pulling teeth to get answers how much it would be. The time they looked into it my insurance deductible had been met and that is why they were so insistant to gain me as a new customer. I told them I was on a fixed budget and needed to know what my costs were going to be. Again, no cost to you. I was worn down by the constant calls and proceeded with trying the device out. I received an order asn was set for awhile. To my surprise a box of supplies came WITHOUT me ordering with no invoice of cost! I called several times to see why with no reply. I left a message i did not accept this and told them that what they sent was a gift. Again no response. Months later I receive an invoice. I called, no reply. I can't get through to anyone. I have enough product to last me for some time and DO NOT want anymore. I divided the bill in thirds and have paid 2/3 of it already and now they are charging me a late fee of $15. Remember I did not order this box of supplies it was just literally dumped on my front door. Unacceptable, I tried calling so many time and NO ONE ever contacts me back. Their customer service is non existent although their recorded message when you call says otherwise. Bad service all around My first order they added extras that I did not want or need but said I could get them for free! and when they came I called them to say they were NOT what I said I used - different products than mentioned - looked generic; not the name brand I used for the needles - I believe they did this to pad the insurance bill. I showed this to Nikki

Each and every time I need to order supplies from this company, I spend numerous hours and days on the phone trying to get my order. On 11/23 I went to their website and reordered my supply of Freestyle Libre 14 day sensors that they said it was time to order. The site stated processing. On 12/4 the site said it would be shipped 12/5 On 12/7 I called customer services talked to *** who said everything was good-script good thru 8/22/22. Told her I was now out of diabetic sensors because they had not shipped. She stated she would have them shipped 12/7. Checked their site after phone call/order says they would now ship 12/12! This is a constant battle. Since I began using this company i have only received my order 1 time without hours of phone calls to my insurance co, my physician and them. Each time I call them, they have a different excuse why it was not processed. You can never talk to the customer service rep you talked to before, if you ask to talk to a supervisor, they Always say they are on a call and will return your call which they never do call back. This company does not understand customer service and quite frankly are putting many diabetics lives at risk. I only want to order my supplies and have them sent in a timely manner. I give them plenty of notice I will need supplies but I am constantly doing without because of their lack of follow up. Believe me, I would get the supplies at a pharmacy if I could but they are considered Durable medical equiptment and I have to go thru them. I will be trying to persuade my insurance company to find another medical supply company. All of the complaints I have read on here have their standard answer that they will look into it and I will bet that they were never resolved. I am sure the items were sent with no response from the company. This is a terrible way for medical professional company to treat people. This needs to be fully investigated before someone dies from lack of follow up

On Thursday December 23,2021 I called Solara to check on my sons refill prescription. I had received an automated message a few days before saying it was time for his refill. I spoke to a lady named *** around 10am. She told me they had received the confirmation for his refill and it would be shipped out by Monday. She insisted all was good. On Monday after noon I called to verify the tracking number and was told there was no order being processed. I was transferred. The next person did not know either. I was then transferred to ***. She also did it know what was going on. And she transferred me to *** in the document collection group. I was in tears. This conversation was now at 1 hour and 45 minutes. *** was nice and apologized to me. She said there was no prescription on file. Well, my sons Dr sent it over the end of September . Its been 3 months and time for the refill. Prescriptions are usually good for 1 year. She had 4 separate documents uploaded but no prescription. So how did you send out the items the first time in September. She doesnt know. She asked her supervisor and she doesnt know where the prescription is either. Fine, you lost it. My Dr can send a new one. *** told me I would get a call back in 2 hours. That didnt happen. I called back 4 hours later to get someone that reads through the notes and has no idea what to do. She transfers me to her supervisor named *** and I leave a message. Still no call back. Tuesday on my lunch break I call and I get ***, nice but absolutely no help. When I get home from work I call and wait on hold for 1 hour and 33 minutes and speak to ***. Shes nice but absolutely no help. It seems the employees dont know how to handle this. Its just a refill. They misplaced the prescription. The Dr has faxed over a new one. My son needs his medical supplies. But, still no return call back. No explanations. I have been on the phone with them almost 7 hours in the last week.

This company is absolutely terrible. I have never experienced such lack of continuity of care from a medical company. I have tried since December to order supplies and was told of a mysterious hold on my account. I spent 2.5 months of back and forth with the company. They did not ship prior to my prescriptions expiring in January due to the false hold. They changed their fax number and never informed me or my my doctor. In fact the fax number on the website is incorrect. I called and asked to speak to a supervisor multiple times as I was running critically low on supplies to no avail. After calling about 20 separate times, I was able to speak to the supervisor who was clueless to what was going on with my case after about 15 people had told me they escalated my case. They FINALLY agreed to ship in supplies in February and promised overnight shipping when I only had a few days of supplies left. They lied and I did not receive the supplies until 5 days after. I was forced to ration the supplies I had left. I had been out of Dexcom G6 sensors for 2 months. When I received my shipment, I was shorted 2 months of Dexcom sensors. I was charged for 3 months supplies. I called right away and was told they were not allowed to ship me the remainder for another month due to insurance. I was assured there was a credit on my account and my supplies would ship automatically in March. I never received notice, so I called once again. I was notified that I had yet another hold on my account and the supervisor would have to remove it and I would get a call back. No call the next day, so I initiated contact. I was told that there was a billing hold. I was connected to billing and was told I had credit. I called once again for the 3rd time and was told no one left a note for a call back or overnight shipping. I doubt I will receive supplies in a timely manner. Solara does not care that patients NEED these supplies to live. They are a terrible company with no integrity.

Solara supplies my Dexcom sensors and transmitters. I placed a reorder via their Plus app on 8/4 for a 90-day supply. During the order process I was asked how many days I had remaining to which I indicated 10days (1 sensor). After not receiving any notifications on my order I contacted Solara via phone and spoke to someone on 9/2/22 and informed them I was out of sensors and she informed me the order was scheduled to be shipped on the 9/7/22 so she indicated she would change it to go out on 9/2/22. After not receiving any indication it was shipped I contacted Solara again on 9/6/22 and spoke to someone who said the order was shipped and after not seeing any shipping info on the Plus app I decided to call again. I spoke to another person who said the order has gone out for 2-day shipment and I should be receiving in a day. I noticed that a label was generated on the 8th, the day I spoke to this person. I decided to call *** and complain to them about their 3rd party distributor and they took all the info and recommended I call and tell them to ship another order overnight. So I called Solara on the 9th and informed them I needed to speak with a manager by the end of the day and she proceeded to put the order in for overnight shipment and would receive on Sat. 9/10 and a manager would follow up. I never heard from anyone and I never received my order on 9/10. On 9/11 I went to the Plus app and noticed the supposed overnight shipment still had not been shipped. My original order is expected to be received on 9/14/22 which is well past the date I ran out of sensors and the overnight order now appears will hit my doorstep on 9/13/22. This has been a complete failure on the part of Solara. I depend on my sensors to notify me when my blood sugar is very low because I dont experience the usual symptoms of a low blood sugar. I had a very low blood sugar on 9/5 during the night and I was fortunate to wake up and check my blood sugar which was at 50mg/dl. Problem!

My son is a Type 1 Diabetic and we have been customers of Solara Medical Supplies for over 5 years. For the first 4 years we had OUTSTANDING service. In the last year, customer service has declined drastically. We had our last military move to *** in July and switched from Tricare East to Tricare West. It took me over a month and a half to get Solara to ship out my son's supplies. I ended up doing all of the leg work such as calling my insurance company, speaking to numerous people, getting authorization numbers for Solara. My next issue was this month. I placed an order on the online Trace app Jan 9th for a new transmitter for my son's Dexcom g6. Jan 9th was the very first day that were became eligible for a new transmitter per Tricare. (We are no longer able to have a backup; they will only allow one at a time.) Our son's dexcom g6 had also alerted that week that he had 2 weeks left of battery.I checked the app again on Friday the 15th and saw that my order was still processing. I called and a rep told me that they were waiting for paperwork from the doctor. Turns out, Solara was faxing an incorrect number. What would have happened if I hadn't called? I facilitated calling the doctor, getting the correct paperwork signed and emailed. (I was on the email chain from my son's provider to Solara.) I called on Tuesday the 19th to verify that everything was shipped, and found out from a rep that they were still waiting for paperwork?!?!?!? (The paperwork that I literally was email copied on.) After emailing the *** myself directly the email AGAIN, she assured me that her and her manager reviewed everything and it was going to be shipped that evening or the next day. I checked my app AGAIN today (Jan 21) and it STILL says processing. Currently on the phone on hold with Solara and I'm being told that YOU ARE STILL MISSING PAPERWORK?!?!?!?! I am so fed up with your customer service and am seriously considering switching dme suppliers and spreading the news.

I began using Solara for both my insulin pump and continuous glucose monitor supplies earlier this year when my insurance changed. I had used US Med for several years before this and never had any problems getting my supplies on time. Solara has failed to send my supplies on time for the past several months in spite of phone calls and orders placed using their Trace app. Multiple times a customer service rep. has told me they placed an order for the supplies, but when I checked through the Trace app. I could see that orders were not placed. Or, if an order was placed, it was in "processing" mode for at least a week before being shipped out. Every time an order is placed by me or a customer rep., it stays in processing mode for at least a week, making my supplies late every single time. On 11/16 I placed an order via the Trace app. I mistakenly ordered a 1 month supply instead of the 3 month supply I intended to order. I called the next day to explain what I had done and that I needed a 90-day supply. The customer rep. said he would take care of it. No order was entered at that time. I called twice to make sure I would get my supplies on time. I was always told the order would ship by a certain date or would ship the next day. A customer rep. called and left a message on my phone on 12/13. I returned the call on 12/15 and was told my order was delayed because I had an outstanding ***. I said I had not received a *** and knew nothing about it. The customer rep. said, "You didn't receive a ***?" I said, "No" and was asked if I wanted to pay by phone, which I did. (Delaying my order because of 1 outstanding *** for $70?) I was told my order would ship the next day, but it didn't. I received the "outstanding" *** by mail a few days later and it wasn't even due until 1/3/22. Called again on 12/21, was told would send supplies overnight because I was out. App. shows order as "processing" since 12/21. Today is 12/22. I am so disgusted with Solara.

In particular, this is a problem with an order placed with Solara Medical Supplies in early March 2022, but I've had problems in the past as well. I placed an order online as a returning customer for diabetic ***, specifically infusion sets and insulin cartridges for a Tandem t:slim insulin pump. When I first went on the Tandem back in November , my initial order was fulfilled by another company, but my endocrinologist directed me to Solara thereafter. I have used Solara's online reorder form several times. When I placed an order in the first week of May, I thought little of it, since fulfillment has generally been good. I called in mid May to check on the order status and was told that, not only was no order found but that no order for those supplies from me was found for any date. The only order they could find was for the Dexcom G6 sensors. I had a problem getting the Dexcom--kept getting told that there was some contract dispute with Caremark, the provider--and finally had to have the prescription sent to my local pharmacy for fulfillment. I ended up taking to 5 different Solara or Adapt ***s. I asked to speak to a supervisor, got one, and spent 45 minutes on hold while she "checked the status." I hung up and tried the 800 number again only to be told by an automatic system that all reps were busy, after which the system hung up. I called the next day with similar result--no record of me ordering those supplies. The best the *** could do is tell me that "managers" would look into it and call me the next day. Still waiting. I have noted previously with Solara, whether using their callback phone feature or submitting a complaint online or emailing a complaint, that their promises to get in touch within 24 hours all fail to happen. Adding to the frustraition level, it is almost impossible to call them directly except through the 800 number, which always seems to be busy. Meanwhile, I am on Day 6 of an infusion set recommended to be changed every 3 days.