Pumps It, Inc.

"Last July, when this company became Pumps It, they put through an order as an "out of network" expense to my insurance co., although they were still in network and my deductible was met, trying to charge me $1100. I've called probably 10 times to beg them to fix it since then. It was my insurance company rep who discovered the issue, and told me Pumps It has to re-send the paperwork (which, 8 months later, has not happened). However, DUE to this billing error on THEIR END, my January supplies order was canceled and not shipped out. By the time I got them to agree to take my account off of "on hold" status while they "look into it" (I've been told this at least five times in 8 months), my prescription had run out (although it was FINE when the order was *placed*). One rep I spoke to on Friday 02/16/24 told me to get the doc to fax the script to two different numbers, and then call back and she'd "pull it off the fax machine" so she could expedite my order (which is very late due to THEIR OWN ISSUES WITH BILLING CORRECTLY, and I was on my last CGM sensor). Of course, when I called back, the rep (different person, of course) was like "sorry nothing I can do." Their "escalation" person decided to aggressively dismiss all my issues, blamed the doctor, took zero responsibility, and told me to calm down (oh, what's a little DKA and death gonna do to ya? Just calm down!) and told me the rep had lied to me because they can't get it off the fax machine (wasting a half day of work to travel to the doc to have the script faxed) and that **they can't access the fax for up to 48 business hours** regardless of what their own rep had told me just hours before (because that rep actually cared, and their Yvonnescalation team very clearly did not) I have never hated a company more. If someone at AdaptHealth wants to give me a call, I'd love that. Your PumpsIt customer service team, according to nearly every review on Google, is quite literally killing people."

"My wife and I both use AdaptHealth for our medical supplies. They are absolutely terrible when trying to re-supply or answer billing questions. I am surprised their manufactures let them get away with such poor customer service. We have given them many chances to correct their process and customer service. Going to have to find another supplier UPDATE: Cancelled them 0n 11/27/23. They confirmed. They also invoiced my insurance company on 12/03/2023 and never sent my supplies. Talked to them multiple times on the phone and wanted to even get my doctor involved. Smells like fraud, in my opinion. Can't get my supplies since their is a claim with my insurance company Do yourself a favor, find another supplier."

"My experience with this company has been: - They call incessantly until I place an order - I place an order for medical supplies - They take my money - The order goes into a permanent state of “processing” - I have to call incessantly until order is shipped - Rinse and Repeat every 3 months. - Side Note: most of the staff I have spoken to on the order placement side speak broken english, so vocabulary you can use is limited. Customer service side has fluent English speaking people but wait times I have experienced are 30 min to 2 hours."

"Similar to all the other reviews, they were fine until they merged with AdaptHealth. Since the merger, expect for things to take 30-60 days to get approved and shipped out to you and that's with you calling every other day or sending emails to try to get things done (and who has time for that). Our daughter is non-verbal, has special needs, wears an insulin pump, etc. and it is crucial for us to effectively manage her blood sugar levels and not have to worry about her supplies being delivered on time without contacting someone daily. We had to get supplies through her doctor's office to cover the delay, eventually quit using Pumps It, and went through all the hoops to get her supplies through a local pharmacy (my wife had to spend many hours on the phone with our Insurance to get that done and also had a lady who went above and beyond to make sure it was done correctly). Bottom line, Pumps ended up being a headache and unreliable which is crazy since people need those supplies on time to manage their health. We will never go back to using them."

"If you can avoid it, find another medical supply company. I thought they might get better when AdaptHealth bought them, but somehow they got even worse. They will promise you a call back and never give you one. Their customer service team will drop calls with you. Hours-long calls spent corrective administrative typos and such will not result in updating the system, and you will have to repeat yourself over and over before they finally get something resolved. This is the worst customer service I have ever dealt with in my life. The reorder team, the documents team, the quality control team... all of them are terrible. I have spent months with elevated A1Cs because I don't have my supplies from this company. They have severely impeded my ability to take care of myself and my health. A company that provides critical medical supplies to individuals living with chronic and potentially fatal conditions should do better."