Complaint Review: LIBERTY MEDICAL SUPPLY - PORT ST. LUCIE Florida

It is very unfortunate the positive comment above is rare.  It is a small handful of great employees, which thankfully you have been privy to, that are overshadowed by not so great employees and incompetent management.  You would be amazed how often this happens and how frequent the attitude above is shown!  This is a big part of the reason why I left there.

If the response from the "Liberty Employee" is real, it demonstrates total arrogance and extreme ignorance on their part. It's sad to see the "I work for a giant company and your individual business is worthless to me" attitude. I take care of handling my mother's supplies and in general have found the folks at Liberty to be easy to work with. I'm not saying that she hasn't had problems over the years with shipments, but Liberty has done a pretty good job of taking care of her needs. Unfortunately, concerning the response from the alleged Liberty employee, no Liberty executive has taken the time to address Gerald's concern in this arean and left real contact info. It would be nice to see a documentable response. If I were an executive at Liberty and saw this posting, it would concern me that I had such a loose cannon that would treat consumers this way. I would research my companies data records on email, or document records that are flow through the servers by using "Disappointed's" actual posted rant to search by, and see if the message was actually sent from the companies outgoing mail. One could also subpoena i.p. records of postings and track down the employee that posted it if entered offsite, and then explain to them next time they showed up for work where to leave their id badge just prior to the security team escorting them out. The other side of the coin is that a competitor could post such a comment to inflame consumers feelings towards Liberty. Happens all the time.

I don't mean this as a rebuttal to any other person, but I thought I would share with everyone my Liberty Medical experience. Frankly it has been wonderful. I am a type II diabetic and Liberty sends me testing strips, alcohol pads, & needles every 3 months without fail. They also give me blood glucose meters whenever I ask for one. I have never had to pay a cent for any of it. They contacted my insurance and call me every 3 months to verify that I need more supplies. Before using Liberty I had to pay a co-pay for everything I mentions above. Liberty saves me time and money. I would recommend them to any diabetic.

Well this shows how Liberty employees think of customers. Why could not Liberty simply update the information of her insurance? Does not an actual person process the mail or has that job been phased out? In 90 days could Liberty not process the corrected insurance and worked with the customer? As far as every order being authorized that is a lie. My grandmother was in the hospital in a diabetic coma for more than a month and her supplies came in without anyone reordering them. No one was at home to answer the phone call messages that were left and we even had mail from them wanting to reorder but none of it was returned to them company. When the order was received we called and they said it was done by "mistake". Basically, Liberty is there to do one thing and that is to make money that's why they buy other companies out to get new customers.

Well, Gerald. you say when your ordered your diabetic supplies, you THEN sent your new insurance information. That means your order shipped with the previous primary Medicare policy info you had already given, therefor you bill will of course reflect you medicare copayment as medicare only pays 80%! Liberty has over 1 1/2 million customers. Do you honestly think someone is standing outside with their hand out waiting for the mailman to come with YOUR mail with the change of info you sent, then immediately run to correct YOUR billing. Do you have any concept of just how much mail IS delivered by over 1 million customers? Obviously not. It is not just one letter! It is trucks full. That mail then has to be sorted, scanned, bundled, given a batch number, then distributed to representatives to work, behind all the other customers that also sent their new info. Your info is then given to an insurance representative to call to get your benefits. That in itself is not easy, considering the info sent usually does not give enough info needed, such as the complete ID#, group #, policy holder name. date of birth, & ss # along with correct insurance company name and phone #. meaning the benefits can NOT be verified right away. It is YOUR responsibilty to give your insurance info in a TIMELY MANNER (preferably by phone-especially if it is a new primary policy) PRIOR to ordering, NOT AFTER ORDERING. As for your holding your order until your billing was resolved, the invoice you receive in your order box as well on the monthly statements sent, CLEARLY give the return policy on the back, stating you have 90 days to return your order. You must also call Liberty to give a reason for your return and for a return postage paid label to return the order, or it will NOT be considered an authorized return, and gets disposed of---end of story. IF YOU ORDERED THE SUPPLIES YOU ARE RESPONSIBLE FOR THEM! Do you think you will go to your local pharmacy or any other store, buy your supplies, go home, then change you mind and bring them back. They would laugh at you, since you CAN not return disposable supplies anywhere else, especially at their expense. Do you to to a store and order a sandwich then go home and when you decide you were overcharged or just dont like it anymore, do you return that too! Give me a break! As for Liberty sending you supplies you did not orer---PURE FICTION! Liberty does NOT mail supplies that are not ordered. Due to being a Medicare compliant provider, if you call-in your order Liberty must verify you have less than 30 days supplies on hand before they can ship. If a customer calls or is called, and speaks to a live rep, every call is recorded! The only other way your order could be placed is if you responded to an automatice voice dialer (again, your response is recorded) or you completed and returned a reorder card, which you must sign, and then you will be sent everything your doctor ordered for you, so there IS a signature on file. As for your Medicare Fee for Service plan paying 100%, I would double-check that with your carrier. The "fee for service plans" are exactly that. That company charges medicare a fee to service your needs in their place, so 99% of the fee for service plans work EXACTLY like Medicare, paying only 80%. They simply replace the medicare benefit level, which means your ARE still responsible for the copay. If you happen to have a policy that pays 100%, then you should be patient, as your billing will in fact be corrected. Your account is noted every time you call or correspond, so it is not like your balance will be sent to a collection agency because your account is cleary noted that it is "being worked". It is only due to YOUR delay on giving your new insurance info (after ordering) that you were billed. TAKE RESPONSIBILITY FOR YOUR OWN ACTIONS!!! Being a medicare compliant provider means following medicares rules! As for getting an "honest deal"...how do you think Liberty acquired soooo many other Companys, cause THOSE OTHER companies were NOT honest, or following Medicare guidelines, and were soon closed. Oh, and any other company that says they wont charge you anything such as the medicare/commercial insurance copayments or deductible is NOT being honest nor following medicare rules, and wont be open long! For every customer that discontinues Libertys services, there are 10 more that sign up. So, bottom line is, if you are not happy, go elsewhere. Believe me, Liberty wont blink an eye at the loss of YOUR business. You blame Liberty for being irresponsible..... Bottom line, BE A RESPONSIBLE CONSUMER.