Solara Medical Supplies

I was SCAMMED. My pharmacist told me that medicare absolutely does not pay for the sensors. When I talk to a customer service rep. Now six months later i'm getting a bill for $1800 and threats to turn me over for collection. I think he just told me that they pay for it to make the sale. I am going to speak to my attorney about it.

This is a despicable company that regularly denies coverage of critical medical supplies, including Dexcom CGM sensors for diabetics. If negative stars were an option, you would receive them all. DO NOT USE THIS COMPANY. I hope that the company management understands how truly terrible you are running your company and the negative impacts you are creating on people’s lives.

As others have mentioned- if I could give a rating of zero I would. I have been waiting for Dexcom sensors and transmitters since June 9,2023. I have talked to more than 15 people at Solara who say the same thing; “We are waiting for prior authorization before the products can ship”. They have the same authorization number given to them by the insurance company and by myself. They have authorization and continue to REFUSE to ship my order. My insurance company has spoken directly with them and still no products. I do not understand how a medical supply company is allowed to stay in business when they put patients lives in danger. This kind of customer care/ support/ service is dangerous.
As of this review I have been 18 days without a sensor and transmitter- my insulin pump is not able to provide adequate insulin delivery. This has been communicated but ignored.
Someone please shut this company down. They are dangerous to patients.

If I could give a -0 star rating I would. This company is absolutely awful in the customer service department. I selected the orders selection on the keypad menu to inquire about my order for my libre 3s and was transferred before I could even explain my issue. I was put on hold for 30 mins only to get through to absolutely no one. It has been over a month since I've had my CGMs. I have tried calling a total of 5-6 times and have only gotten put on hold. I am beyond frustrated. I still do not have my CGMs and I don't expect to ever have them at this rate. New customers beware of transferring your prescription to this awful, disorganized company. They are an absolute joke.

One of the most difficult companies to work with. I work in healthcare myself and first hand understand the dilemmas with insurance coverage/DME providers. This company does nothing to improve service from one time to the next as can be seen by the copious amount of other postings from other individuals. My insurance rep and myself have updated this company dozens of times with my husband's insurance information just to have them bill the wrong place over and over. I'm not even sure who they are billing at this point. I just spent 22 minutes on hold and then the customer service rep asked me to hold 2 additional times before he just dropped my call. If your insurance allows - avoid at all cost!

I'm sure like everyone else, I'm supposed to accept their sincere automated apologies and give them the opportunity to improve their service and communication. AVOID AT ALL COSTS!

A update on the latest incident. Rating now less than 0 stars.

After convincing the rep the problem was their system (they sent me a 90-day supply but after 110 days the system wouldn’t let me reorder), she said she’d figured out a way to get a resupply order in.

However, they only shipped a 30-day supply? ! @$? Really?

Reading the response below, it’s obviously cookie-cutter.

If anyone at Solara reads this, I just sent in an email. Please let me talk to someone who can actually help. Or search on my name. I’m not hard to contact.

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The worse supplier of diabetic supplies I’ve ever used. I’ve had T1 diabetes for 50+ years. As you can imagine, I’ve had my fair share of issues, challenges, etc, with diabetic supply pharmacies, insurance, etc.

Tech made things a lot easier and dramatically improved my diabetes care.

I recently went on Medicare and had to change suppliers. They suggested Solara. Wow, after all the challenges over the years, I have found a new low in service.

Not only have they had a data breach, but their service and ease of use reminds me of companies 20-years ago trying to get started.

Horrible.

Find someone else.

I will.

Very poor customer service, I waited almost a month without my dexcom g6 while waiting for my last shipment and now I have to go the next 2-3 days without my dexcom g6 again because they didn't ship my order until 4 days after the shipment date

If I had the option to use a different distributor I would, supplies are always late, they do not gather chart notes and things in a timely manner. I NEVER GET MY supplies on time and I have to spend several hours a month calling to get things they need

Again waiting on supplies after this drama last month
I WILL JUSY KEEP UPDATING

Update now 2 years later nothing has changed supplies are still always late. This is an ongoing issue. My only saving grace is being able to restart my sensor and get a longer duration then expected.

Many issues, the most concerning was a wild overbilling on some medical supplies. After confirming with insurance provider we had been overcharged, we were told to "keep the line open" because someone would call us back on the Solara side. That was 3 weeks ago. This is either a company trying to commit fraud, or a place so poorly run it deserves to be shut down.

Worst company ever! My prescription was sent over to this pharmacy since JUNE! It is now mid July and I have yet to receive my medical supplies. Customer service is a joke! Stay away from this company.

This company uses unscrupulous tactics by conning seniors into obtaining medical supplies from Dexcom pawning themselves off to unsuspecting senior citizens. They called my wife on 6/29/23 saying it was time to reorder her Dexcom medical supplies when we NEVER signed up with this outfit - Solara? We have no idea how Solara got her personal information? So Seniors BEWARE as we will be reporting Solara to Medicare for using fraudulent tactics to get you to order diabetic supplies from them so they can bill Medicare, and your secondary insurance.

Not sure why my review was taken down, but worst company I’ve ever dealt with. Overcharged $1,200 for an insulin pump, which took weeks to get back and charged $738 for pump supplies that never sent out. Switched to getting my pump supplies from Tandem and it was such a pleasant experience in comparison. If you can, stay FAR away from this company. I cannot believe they are allowed to operate like this.

Worst experience I've ever had! Orders for time-sensitive diabetic supplies constantly delayed and customer service is awful. The last straw for me was a 4 week delay with no success after spending HOURS on the phone just to reach someone to get no resolution! No response back from online complaints. Insurance and FSA was all the same.

If I could give negative stars I would.
They harass doctors to get updated information every 3 months when they say 6 months in-between appointments.
They put orders on hold/Pending while they do this without telling you they are doing any of it.
They bill when they haven't sent out anything. (Again pending and checking with dr.)
They don't take a dr.script with refills as a qualifying script.
Then when you call on it the person puts you on mute while they chat with people in the background acting like they are checking with supervisors. (Oh hint we can hear when they click back to talk).
No wonder listed as the worst medical supplier in the US.
Avoid at all costs. Unless you wish to die before getting your supplies.

Whatever you do, do NOT order from this company. They claim that you have coverage on your insurance, ensure you that there is not a copay, or cost to you and then several months down the line they will whack you with a bill for $1,650.00! Then you call them to have it disputed and they tell you that you should never order their supplies in the first place because they can't actually quote you the cost. Then, you tell them you don't want to order again because of your poor experience and then they harass you every couple of months!

No one ever picks up the phone and the wait times are like 45 min-1.5 hours. The app is wonky. The only way to get customer service is through messaging on the app but If you ever need to talk to customer service about a more complex problem, forget it. I believe the profit margins on distributing medical equipment are f'ing pretty high; spend a bit on customer service. Or is all going to your private equity overlords?

Been a loyal customer for 4-6 years and this past year has been horrible. Talk about not sending out supplies on time. Lying about receiving prescriptions for two months to only “find” the script for an insulin pump the week I’m supposed to start on it and take my class, then call and say they had it all along.which I had to push back my appointment. Charging us $1800 for supplies when our insurance told us that’s not right what so ever and told us what it should’ve been. We called trying to get an itemized bill and they gave us a hard time. They claimed to have sent it through email, well no shocker, there never was an email sent. We will be fighting this bill and will not continue using this horrible company who make you wait 2-3 hours for a call to be answered. Oh let’s not forget they get a script for test strips but won’t send them out due to being on a cgm. Like I still need to physically test my sugar. I finally was able to get strips after four years of being on a cgm and using my own money to by them after bugging them so much.