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Discussion Starter · #1 ·
So Solara really screwed me up this time. I ordered Dexcom G6 sensors and Tandem Tslim pump supplies on 11/6/2020. When I got home from work on 11/13/2020 (an entire week later), there was a shipment from Solara. I was horrified to find that the shipment contained my Dexcom sensors but no pump supplies.

I was wearing my last infusion set and it was too late to contact Solara because they close for the weekends. Since Saturday I have been using my pump for Basil and Correction boluses because I don't have any type of long-lasting insulin. I have been taking normal injections for meal boluses.

This morning I have 80 units left in my pump and even with just basal rates that will run out long before I can contact Solara on Monday and hopefully get my supplies shipped overnight and receive my Tuesday.

I live in the Grand Rapids Michigan area and am praying that someone in this area may have a couple of Tslim tlock infusion sets they can sell me. Please contact me at 616-819-0061 if you can help.
 

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Sorry, seeing this late. Have you tried checking with your doctor, emergency care places, or your local pharmacies to see if you could get some long lasting insulin for the short term for your basal insulin? Walmart handles some over the counter insulins,, You would think that Solara would have someone on call for situations such as this.
 

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Discussion Starter · #3 ·
Sorry, seeing this late. Have you tried checking with your doctor, emergency care places, or your local pharmacies to see if you could get some long lasting insulin for the short term for your basal insulin? Walmart handles some over the counter insulins,, You would think that Solara would have someone on call for situations such as this.
I agree with you about Solara. They have screwed me before but I have no option but to use them. It's Monday morning now and I will be calling Solara and my Endo to get this worked out. I find it amazing that a company that deals with medical supplies that can mean life or death for their customers can be so screwed up.
 

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Might not hurt to ask (again if you have in the past) if there was any means of contacting someone with them after hours or on weekends. There are a couple of holiday weekends that could be 4 days. I didn't find an emergency number looking on their site and may have missed it. I did see a Contact Us form but the wording on it made me think its is not monitored after hours.

Might see if your endo would get you an extra weeks worth of supplies to go with your normal stuff. Not sure what your replenishing schedule is like, time based or as needed.
 

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Looking at their Contact Us form again, the first item "How can we help you?" has a drop down and next to the bottom is the option "Submit a complaint". You might try that to see if their response is productive.
 
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Discussion Starter · #6 ·
Might not hurt to ask (again if you have in the past) if there was any means of contacting someone with them after hours or on weekends. There are a couple of holiday weekends that could be 4 days. I didn't find an emergency number looking on their site and may have missed it. I did see a Contact Us form but the wording on it made me think its is not monitored after hours.

Might see if your endo would get you an extra weeks worth of supplies to go with your normal stuff. Not sure what your replenishing schedule is like, time based or as needed.
The problem isn't with my doctor's RX but my insurance. I need 60 sets for a 3 month period but my insurances limits me to 50 for 3 months unless I get an override and this makes the delay in delivery even longer. Because the supplies come in boxes of 10, and 50 isn't evenly divided by 3, I can order 1 month and get 20. This normally leaves me some extra but not enough when I'm delayed for 10 days.

I got ahold of Solars today after a 90-minute wait and found out that they never shipped because my RX had expired even though they never mentioned this in our two previous phone conversations. I told them that maybe they should have phoned or emailed me about something as important a this and they admitted that perhaps they should have. What a bunch of jokers.

Anyway, I got some infusions sets from a friend of a friend, my endo renewed the RX, and hopefully, they will overnight the order tomorrow. There is something seriously wrong when 9 out of 10 times you deal with a company leaves you stressed out and pissed off.
 

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OK, yes I am aware of those type issues with my prescription service.

"There are no refills remaining, we will contact your doctor to get a new prescription". 2 week later I inquire and get "You need to get with your doctor to send us a new prescription." I hate that I have to be the one to initiate the process when both the doctor's office and the prescription service have already communicated and leave me hanging. Sometimes its the doctors office saying I need to come in for a visit before they renew, but not always. Most times I have to call them to find out that's the status.

Glad you got it worked out but sounds like it may probably happen again. I can't believe they let insurance companies interfere with quantities prescribed, especially with critical meds and supplies.
 

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I hate that I have to be the one to initiate the process when both the doctor's office and the prescription service have already communicated and leave me hanging.
Or the corollary, where I call the doctor's office and ask them to renew the Rx and the prescription service tells me they have to request a new Rx from the doctor. They knew the Rx was done when they sent me the last batch. Get on it, then!
 

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Or the corollary, where I call the doctor's office and ask them to renew the Rx and the prescription service tells me they have to request a new Rx from the doctor. They knew the Rx was done when they sent me the last batch. Get on it, then!
Totally agree.
 

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Discussion Starter · #10 ·
OK, yes I am aware of those type issues with my prescription service.

"There are no refills remaining, we will contact your doctor to get a new prescription". 2 week later I inquire and get "You need to get with your doctor to send us a new prescription." I hate that I have to be the one to initiate the process when both the doctor's office and the prescription service have already communicated and leave me hanging. Sometimes its the doctors office saying I need to come in for a visit before they renew, but not always. Most times I have to call them to find out that's the status.

Glad you got it worked out but sounds like it may probably happen again. I can't believe they let insurance companies interfere with quantities prescribed, especially with critical meds and supplies.
It seems like the entire industry is built on lies. The supply company tells you they are waiting on insurance approval but when you can the insurance company they tell you that approval isn't needed. Or the supply company tells you that they need doctor's notes or a new RX and that they have already reached out to the doctor. When you call the doctor they say that nobody reached out to them. You just never know who to believe.

My endo told me on Monday that they had sent the RX into Solara and had me come into the office for a few sample infusion sets to last me until the order arrives.

Today I call Solara around 1:30 pm to check once again and the woman says that they received the RX on Monday. She put me on hold to find out what the delay was. Then she tells me that everything is good to go and that she will put an order into shipping to have the order shipped. Why didn't they do that when they got the RX on Monday?

Then she tells me that my order had been marked as high priority, was scheduled for next day delivery and would go out by the end of the day.

It's 7:30 pm now and no email for shipment notification which means that my high priority order that I've been waiting on for 11 days still hasn't shipped.
 
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