Darn DME

Lucy's medical supplies all come from an insurance approved Durable Medical Equipment supplier (DME). The one we have we will call "Wacko's Inc" for the purposes of internet privacy.

Wacko's Inc is ridiculous. I am on the phone with them multiple times a week for one reason or another and it is so old. They actually mark up the cost of Lucy's formula by a near 60% so its no wonder insurance costs so much. Its downright comical how poor their customer service and communication is. HOW they manage to screw up EVERY interaction we have with them I will never understand. It should all be pretty simple, right?

Need a supply reorder? Oh no. You have to call to order, then call back to make sure its correct at which time you'll discover the order wasn't placed or that it was placed for all the WRONG supplies, place order again, wait 2 days, call back and find out they are waiting for your permission to charge the credit card they have on file, wait another 3 days, call to find out that the order never made it from the main office to the local office, and then find the order on your front doorstep missing 3/4 of it about a week after you originally called to reorder. Great! Time to reorder for the month again!

Have a problem with your pump? No problem, send it in for repairs and kiss it goodbye even though you own it outright. Don't worry, they'll send you a replacement that's from a completely different brand and then neglect to send you any of appropriate supplies for the new brand of pump.

Have a 10% copay from your insurance? Don't worry, they'll bill you 20% wait a month and then randomly refund your money. Oooh or even better- they'll only bill you for 5%, wait 6 months, then bill you for all they forgot to totaling hundreds of dollars, and then demand full payment within 14 days or they will stop your life sustaining services.

Need a new, improved, popular product? Great! Give them a call, ask for it, and have them deny its exsistance. Then when you site the actual part number to verify its real, they'll let you know they're ordering it and it will arrive in 14 days. After 14 days feel free to call and question where it is. But, expect to get frazzled when they then claim you are fabricating the entire conversation you had with their representative 14 days ago because said product doesn't exist. Again, site that part number, wait 3 months, call the president of the company and have 3 of the popular product show up on your doorstep for free.

Fun stuff!! I spent most of my morning on the phone with them and our insurance yesterday trying to sort things out and desperately hoping that we could use another insurance approved DME. So far, no luck!