On 10/3/2022 I placed an order with Solara Medical Supplies to have my Freestyle Libre Sensors refilled. I waited several week with nothing. I called in the middle of the month and was told that they would be shipping. I waited a week, still no movement of my order. I placed another call and was told that my prescription had to be renewed. I was told that a call had been placed to my doctor and I placed one as well. Four days later, my order was still sitting. I called Solara and was told that my doctor did not provide the info needed by the insurance company. Both Solar and myself called my doctor and I was told by my doctors office that they were told it would ship out Tuesday, November 1st. I checked my order again, it was still sitting. I called Solara again and was told that there was a hold on my account. Solara could not give me any information as to what the hold was but I was assured that it would be removed and my supplies would be shipped. I called again November 3rd because my order was still sitting. I was assured that it would be taken care of. November 4th, supplies still sitting, called again and was promised a phone call assuring me that my order shipped. I check again November 7th, supplies still sitting. I spoke with a supervisor and was promised that the problem was taken care of an my supplies would ship. I checked again this morning, supplies still sitting. This spans the time of over a month. I am an insulin dependent diabetic that was just given different medications so it is crucial that I closely monitor my blood sugars. My last sensor ends tonight and I still have no supplies and I still cannot be told for certain that they will ship today, and this is according to a CSR at Solara. We are taking about my life. This is the third time this has happened since I have been with Solara. Changing companies is not an easy task and insurance does not offer a lot of choices. When a persons life is dependent on monitoring a medical condition, there should be more attention paid to the customers needs. There should be HONEST communications when there is a problem. I will include a screen shot, last year I was without sensors for three weeks which is clearly illustrated as is the fact that I placed my order on October 3, 2022 and it is now November 8th, 2022.
Desired outcome: Accountability and an apology. This is malpractice, plain and simple and I will continue this complaint with my insurance company.
