Solara Medical Supplies

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.