United States Medical Supply
Reviews and Complaints

An exhausting experience. They are unable or unwilling to provide basic service. Have been working to solve a problem with a defective device since April to no avail. At least 8-12 tel. calls, emails and postal mail. Unethical business practices. Zero stars from me.

I will be contacting the Florida attorney general for deceptive billing practices by US Medical Supply. They are billing me the full cash value of $930 for Dexcom supply's that sell for $25 cash at Costco. They are post dating invoices from 2019 into 2020 where my new insurance will not cover them because they claim they gave me more than the allotted supply of my previous insurance. Well if that is the case then they should eat that cost for their incompetence and not threaten me like they are doing me a favor by price gouging for an item they claim they mailed me 5 months ago, and are just now trying to invoice me for. My next call will be to my local news station if this is not rectified immediately.

To Compliance Department of United States Medical Supply,

I would like to file a formal complaint against United States Medical Supply. Additionally I will be reaching out to Care Centrix as well as the issues and frustrations I have experienced has been due to both company's inability to communicate effectively to not only me (the patient) but also to one another.

As the patient I should not have been the one to make the countless follow up calls in order to process the order for my diabetic supplies. Each time I had called I was provided a different story as to why my order was not being process. Not only was this frustrating but also extremely time consuming as I have had to take time out of my work to make these calls and troubleshoot the issue during each call. Not to mention the long wait times to get to a live person.

Each time I called the person on the other end of the line would apologize for the delay and would work with me to get my order processed and shipped. On two occasions when I called I was promised that my order would be over-night delivered; neither time did this occur. Either the issue was with Care Centrix waiting for a prescription which should have been received but provided the doctor with the incorrect fax line (which I learned of afterwards), another time it was with United States Medical Supply stating that they do not carry the specific glucometer and reached out to the doctor via fax. It was during that call that I became most frustrated because United States Medical Supply (USMS) sent the fax and never followed up with my doctor because I had called a few weeks later inquiring as to the whereabouts of my supplies. I was told then that there was a note indicating a fax was sent to the doctor (again a few weeks prior). So I (the patient) had called USMS to follow up and it was only then that USMS refaxed the order to the doctor. I wondered if I had not called would Care Centrix ever follow up? To that end, did USMS ever follow up to see if an order was filled?

Is there interoperability between the two companies where processes can be tracked to ensure the customer is receiving the essential medical supplies? What level of inter-agency communication is set as a protocol to avoid situations in which I now find myself in? Are there bells and whistles set to alert each company of any delays or open issues?

This past Friday I was again on a long call with both Care Centrix and USMS and it was then that I was informed that my supplies would be overnighted because I had run out of my supplies. Well it is now Tuesday (4 days later) and today AGAIN I called to follow up because I STILL DO NOT HAVE my supplies, and today was told that the supplies were shipped out and according to tracking arriving later today. So again the promise that my meds would be overnight delivered by Care Centrix was an empty promise. I hope when I arrive home later today that my supplies would be waiting for me. I do not have high hopes because I have been disappointed by this process so many times that I have lost my confidence in both companies.

This entire process started at the beginning of February when I was running dangerously low of my medical supplies. It is not March 10th and I have been completely out of my supplies. For the past two weeks I have only testing my morning fasting number to spread out my supplies.

Care Centrix and USMS have completely failed me as a patient.

I had a feeding tube put in in April 2023 at Banner UMC in Tucson Az on 4/7/23 I. I was given a booklet about feeding tubes. Tube installed and working fine. 4 days later I was discharged. The nurse showed me how to syringe the formula and rinse. After trying a few formulas I finally found one that agrees with my body which is Kate Farms. All the others caused diarrhea issues which made me weaker than I already was. But I’ve yet to have an order delivered. I have plenty of formula that I can’t use and will return or pass on. I just want consistency in my formula!

Complete Scam! US Med package containing Dexcom G6 arrived today. I neither asked for a prescription nor ordered them. Good luck trying to communicate with a representative who is trained and equipped to figure out how this happened. I have been contacted by these people multiple times. Each time, I carefully explained I did not require the dexcom sensors. After tolerating their harassment, I went as far as to contact my doctor's office to be sure they were not prescribing these CGMs. They assured me they were not. I suspect they ignored me and are charging my insurance an inflated price for this garbage they sent me. How on earth they got away with this is beyond belief.

US MED is a despicable provider of diabetic supplies with no morals and no boundaries about getting as much money from you as they can. They made so many mistakes with my initial orders that I told them that I would never order from them or deal with them again. A few months later, I am getting billed for outrageous amounts that keep going up every month for no reason. The customer service line is a joke and it is common to wait for 30min+ to speak to someone, only to have them hang up on you because they can't resolve things in any way, shape or form. My doctor can not stand dealing with them and backs me up completely on this. Shame on you US MED for taking advantage of people with severe medical conditions!

I recieved a box of CPAP supplies that were charged to my Medicare acct. that I did not order. I rec'd a box of CPAP supplies Inv. # XXXXXXX that were not ordered by myself. I tried to get in touch with their "customer svc." dept. ... no one answers the phone there.

For many years I have used this company to supply my medical equipment. The last two times I ordered supplies it tookweeks of followup phone calls just to get the ordered processed. The excuses come fast and furious, system was downinsurance wasn't verified, which insurance is primary, and while all this nonsense is taking days or weeks to resolve I amgoing without the needed medical supplies. I still can't find out when the supplies *** if ever be shipped. I hope the ComplaintsBoard.com can help solve this situation Product_Or_Service: medical supplier

Ship supplies even when told NO. Phone tree choices never reaches a representative when I try to contact. Send supplies NOT requested. 10/28 received email announcing shipment of supplies. 10/28 sent email to IUS Med to say DO NOT SEND. 11/9 receive email that supplies have been sent. 11/9 spent WAY too much time trying to contact them by phone. Phone tree menu sends me in non-ending loops never reaching a representative. 11/9 sent email to them telling them of the problems and that I would contact ComplaintsBoard.com and my insurance company.

Continually receiving statements from usmed with incorrect data. Wrong address, wrong referring physician, wrong balance, wrong products billed. I have called their 800 number at least four (4) times and, after protracted waiting times , tried to correct these issues. I was told it would be corrected, but never was. The last time I called, on 11/23, I was hung up on. This after holding on for over 20 minutes. I was critical but polite so I'm at a loss and feel this business should be made to conduct itself in a more professional manner. Product_Or_Service: Diabetic testing supplies Account_Number: usmXXXXXXX

Ordered a lift gor my 98 year old uncle that arrived with a broken part. 2 months later 30 phone calls and the part is still on a "Truck". Lift arrived with a broken osg gear. I contacted them October 7 and they said that it would be warranted and the part would be sent out. I've called multiple times and have been transferred many times. *** says its ameriglides problem even though it was purchased through them. *** says the part is on a truck on backorder from England. 2 months is more than adequate to supply a new part and still haven't arrived. US medical *** take your money,, sell you the lift and say everything is on ameriglide.

I received the wrong Free Style Libre Sensors from US Med on October 7. It took four phone calls (XXX XXX-XXXX) and a week in time for them to tell me they want a new prescription from the doctor. During the first three calls they said they would make the correction and ship the correct items to me, which never happened. This started when I received an email from US Med on 10/5 saying I had a shipment on the way. Not knowing the doctor had placed a prescription, I called US Med to see what it was. When they told me it was FreeStyle Libre Sensors. I informed them that it should be FreeStyle Libre 2 Sensors. When the package arrived, I immediately retuned it with a label they provided. I've been through this before with US Med and what I expect to happen next is their refusal to admit they received a new script. I am diabetic and on insulin and need these sensors to know my blood sugar levels.

The incompetence of this company is staggering. I do not know how they are allowed to supply medical devices. The company does not communicate internally. After changing my insurance, I had to get it approved 2 times before it was correct. Then when it was time to receive my next shipment of CGM supplies, only after calling them to find out where they were, I was told my insurance was not approved (even though I have emails from US MED stating my insurance was updated and approved as well as an emails stating my supplies were on the way). After being on the phone all morning with US MED and my insurance company I was told my insurance needed to be approved and would take 24-48 hours. I was not able to speak to a manager and there billing department was not able to be reached and there system was down. An entire morning wasted and nothing resolved. Now I *** be without my medical supplies for an undetermined amount of time, because of this companies incompetence.

They are telling me they don't have the test strips I use because they are back ordered. I normally receive my diabetic testing supplies from US Med. Last time I was due for a reorder I threatened to file a consumer fraud complaint if they didn't stop sending me and charging my coverage for items I didn't need, order or want. On 1/11 they were supposed to ship to me, Lancets and Test Strips. They shipped the Lancets but claimed the Test Strips were back ordered. As of today, 1/20, they have still not shipped them. According to the manufacturer (Trividia Health Inc. of Ft. Lauderdale FL) the True Metrix Self Monitoring Strips have never been back ordered and a shipment went out to US Med on 12/29. I have case number with Trivia, XXXXX. They can be reached at XXX XXX-XXXX. I am a diabetic, on insulin and need to test five times a day. I am now buying the strips since I cannot be without them. They are still insisting the strips are not available due to back order.

Had an office visit 09/3 (Friday) my dr ordered a nebulizer machine for treatment 3 x a day monthlywas given machine in the office before i left...-message at home on Tuesday 09/07 from Carolyn Bouchard XXX-XXX-XXXX the nebulizer is subject to a deductible. I called her 09/08 Wednesday asked me to give my credit card referred to Roseann at XXX-XXX=3388.I called Blue Cross Blue Shield of NC (Brown Univ husband employer) Confirmed the nebulizer is a covered DME supply-I'm responsible for a 20% copay w/ par provider. I do know the criteria for any DME supply is based on medical necessity and review. Carolyn called me back today to tell me they are participating with Blue Cross and she insists the nebulizer ($80 was qouted earlier) is subject to my deductible-She *** file claim and if deductible applied i am responsible..It is not my job to get authorization or approval for a supply- (Par Provider.) She is not being upfront and honest with me at all. I want correct info.

I signup with US MED on 5/1 and I had a really mad time with this person person, I hope this can get fix more info at the bottom. *** Account Number: USMXXXXXXX on 5/1 I sign up with US MED after I all my info the person told me that they took my insurance I went and say that good and sign me then. So after signing with with them their website said it would be about 24-72 hours to get everything they need to get me started with everything. So on Monday I chat with other person to see what was going on with my account he could not give me info because that department was close for the night. So I chat with other person on Tuesday 5/5 in the morning and person did give me to someone in sales that lady told me they was still working on my account and it should be done soon. So I went back on 5/6 nothing have change on there website so I went back on the chat and this time the guy gave me to someone from index that person was name Rene I think and they told me that she was going to call me back and she never did that rude if you ask me. so later on 5/6 I went back to see if my account was done, and it said inactive for me to call because for more info so I called and the lady told me that my insurance did go though, after I talk that you guys take me insurance 5/1, I want to know why are you guys not telling the truth and just telling everyone that you guys take insurance they I found out that you guys dont take mine? I hope this can get fix or try to do something about this.

US Med billed me for supplies when I wasn't given the option to cancel the order since insurance did not cover them and I was billed out of pocket. I ordered medical supplies in December thinking it would be covered by the insurance I had in 2019 where I had already met my out of pocket max. The medicine was delivered to me in January and I thought nothing of it until Late Spring/Early Summer when I received an Explanation Of Benefits from my previous insurance company, Anthem, that they did not cover/pay for the order. I immediately called US MED and the representative I spoke with indicated the amount I *** owe should be written off. Then on November 11 I received an emailed invoice that I owed $1,390.30, I immediately sent an email to US Med and have not heard back. Why did US Med not confirm my insurance prior to sending out the medical supplies and contact me that I would have to pay for it out of pocket? If I had been notified insurance would not cover the supplies I would not have continued with the order and would have told US Med to cancel the order. This is a deceptive business practice to not confirm an order placed between two calendar years, especially when that is when most insurance changes occur. With my new insurance company I have a high deductible and high out of pocket max, but they called to confirm my first order even with insurance since it was for a high amount. I would like to have the invoice for $1390.30 be written off my account. My Customer ID with US Med is: USMXXXXXXX.

This company has twice said I didn't pay, and withheld my CGM supplies. The first time I was able to get it fixed in time to not run out of potentially life-saving supplies. This recent time I paid my ***, and have a credit card statement to prove they deducted the money (and on their website it says I've paid and my balance is $0), but they refuse to send me the next round of supplies. I have called ten times in the last week to try to get this taken care of. Three times the customers service reps hung up on me. Twice someone said they would call me back and didn't. My insurance company called them and they said all I have to do is provide my credit card statement as proof, which I offered to do several times and they say that doesn't work. I am now having to start over with a new CGM supplier to get the supplies I need, but there *** be a gap and I *** run out before I can get the new order, putting me at risk. On top of that, US Medical is still telling me I owe them money and one CSR said they *** send the *** to collections, thus potentially harming my credit. They want me to pay again, so pay TWICE, which I refused to do. And we aren't talking about a little bit of money: this is hundreds of dollars!I have called my insurance company, my endo and my CGM company to let them know that doing business with US Med is harmful to their company's reputation and to avoid it at all costs. I would never recommend United States Medical to anyone. Product_Or_Service: medical supplies CGM Account_Number:

Company refusal to exchange product which put me without needed product for 90 days. I ordered a 3 month supply of CGM sensors from US Med, Invoice #XXXXXXX Date of Service 12/16. Patient ID USMXXXXXXX This was billed to my insurance. However, they sent me the incorrect type of CGM sensor. I did not realize this until I had opened the product. Now they refuse to exchange them because I opened the box. They did send paperwork that indicated no returns would be accepted on opened packages, however this paperwork was received seperate from the package and I had no way of knowing the CGM sensors were the wrong type without opening the box anyway. I was never told that there were different types of CGM's and that they used different sensors, therefore, I also opened one of the individual sensor boxes and attempted to use it. That is how I discovered that there were different types. The manufacturor of the sensor did sent me a coupon to get a free sensor to replace the one I opened, but I have had no luck finding a pharmacy that can process the coupon. Even in the event that I could get that sensor replaced, US Med still says they *** not accept the return. How was I to know that they didn't accept returns that had been opened? Also, how was I to know the sensors were not the correct tye without opening them. The sensors were in individual boxes inside the box they were shipped in and those boxes have not been opened with the exception of the one. My insurance *** not cover this product again for this 3 month period. I have had to go back to sticking my finger and testing my blood glucose level with test strips.All I want is for them to exchange these sensors so I can get the ones that work with my CGM.Can you please help me with this.

Via speaker phone each time: In February a USMED, LLC customer service representative verbally stated to my wife and myself that the FreeStyle Libre 14-day monitoring system is covered at 100% by our Medicare Advantage Insurance. I accepted the system in March, and began receiving numerous bills for the March supplies. Each billing invoice had a higher balance for the same items and date of service. My wife and I telephoned USMED in an effort to clarify and rectify the billing issues. When we telephoned customer service we were put on hold and forgotten, or disconnected on numerous occasions. When we were finally able to reach customer service, we were told that the initial information we were provided was wrong and that the system was covered at a lower rate than the company initially thought and it was actually $29.99 a month per person. We then received an even higher *** and were told by customer service that that the sensor is not considered a diabetic supply and therefore not covered. We cancelled the FreeStyle Libre 14-day system and paid the balance in full on *** 9, 2019. I returned the next shipment with a label provided by USMED, LLC. Despite our repeated calls to USMED, LLC customer service, email correspondence with Ms., Team Leader Quality Assistance whom we provided with proof of payment and responded that the returned items had been received and would be credited to our account bills continue to arrive without our payment or the returned supplies credited to our account. In February My wife submitted a letter to the corporate office with proof of payment as well. I am still receiving bills for the paid balance and the returned supplies on a semi-monthly basis. I am providing copies of the most recent ***, letters sent to USMED/USMED corporate office as well as the email correspondence with Ms. Product_Or_Service: FreeStyle Libre 14-day continuous monitoring syste Account_Number: USM XX XXXXX

Not shipping supplies ordered on-line due to an account hold that they could never find a reason for and then lying about the billing cycles. My husband placed an order for CGM (diabetes) supplies in mid-June . After two weeks, we did not receive the supplies and did not hear from the company. An e-mail inquiry was made by us because it is difficult to get a hold of someone on the phone and then a phone call was received a day later from US MED. On this phone conversation on July 2, the rep told us that he could see our order and see a hold but could not figure out why there was a hold in the first place as we had a zero dollar balance. We expressed concerns that this was now past our insurance plan year that stopped 6/30. This is a concern because of significant health problems involving several hospitalizations we had not only met our deductible but also our out of pocket max for the year and we were hoping to get the supplies prior to the next plan year starting. The customer service agent stated that it would be billed from our original request two weeks prior and we received our supplies a few days later. This first part is so upsetting because Type 1 Diabetes is not something that can be skipped when it comes to supplies, this leaves patients in a dangerous situation to not receive needed supplies in a timely fashion. Fast-forward to 11 and we out of nowhere receive a *** because they did indeed *** it after 6/30 despite what the rep told us on the phone he would do. So now a two parent working family with young kids in a pandemic have a surprise $1,463.90 ***. They could have 1. responded to our initial request for more supplies with a phone call or e-mail if there was a problem with the account that by the way they could not find because we had a $0 balance. 2. not lie to us on the phone about the billing date so we could plan for a large ***. 3. not wait 4 months to send us a ***. 4. I feel that the conversation with the rep we spoke with in July was falsely documented because the rep today did not show any mention of the issues with our on-line order, unfair account hold, or discussion that the billing would occur from the date of the on-line request. This company is difficult to get a hold of by phone, poor on-line quality since they don't respond to orders well and they flat out put patients at risk for potentially serious or even life-threatening events by being so cavalier in getting their supplies taken care of in a timely manner. I have filed a formal complaint with my insurance as well and *** next look to the state for usafe patient care.