Dan S.
Deceptive Sales
ABC MEDICAL is/was my supplier of ostomy supplies. The company is going to see this 1 star and come in here and defend themselves so right off I will say my orders always arrived complete and timely. Where ABC falls short in my book is the underhanded profit/bonus driven sales people. They are labeled as product specialists but are nothing more than sales. Every question is answered with a sales pitch. I have yet to speak with someone whom actually even uses a product but they try to convince you they know. Now why is this a bad thing a person may ask? A patient has 2 main battles with medical appliances. They are for no good reason excessively expensive and 1 size fits all approach. I called to get tech support on a issue and a product specialist answered. Every tech question of why or how was met with a " buy this and buy that and buy buy buy" I had 1 sales person wanting me to double the cost of my appliance with add on's when a different style same price fixed it. I was referred to ABC by a Hollister product specialist when I had 3 pouches from the same box leak in the place soon as they received output. That person only focused on the place I bought them and "had a much better supplier" for me to use so my product would always be factory fresh. I fell for it and was transferred to a ABC product specialist. I listen to her and explained I had plenty of supply and would call back when I needed more. She requested I let her check my insurance "REAL QUICK JUST TO MAKE SURE" and then after providing my Medicare info she stated ok just call when ready. Well bless their hearts without me knowing I was scammed into being signed up for quarterly shipments and they even made sure I had medicare max allowable everything. The ordering was never authorized neither was the update selling of quantities. But I as a dementia person didn't realize what they did so it continued for several quarters until I finally realized. The next issue I called about was determined a spray adhesive would do. The sample proved correct so ABC went to work getting it approved which they did. Then they proceeded to try and over sell me based on monthly medicare allowance. They are only focused on money. I have had to call back and say "only send 1" and 3 shows up. I call again and complain but get told sorry no refund but I can donate them. Don't be fooled into thinking the specialist are like a ostomy nurse who is there to provide knowledge and trustworthy decision based on experience. They are not. They are answering the phone to make a sale. The company also advertised a medical person available and the only time I asked to speak with one first I was told we don't do that. Then it was yes we do that but no one is available. Soon as I hung up I sent ABC corporate a email inquiring about the lack of actual medical support. It must have hit the right desk because I found a voice mail from a nurse saying to call. I called like 10 times but nobody answered. Voice mail said to call back during normal hours. To sum it up. ABC is a sales house with no medically experience people other than sales. They use sales approaches much like a used car sales person. And like the advertised nurse that had to be found after a email and the fix lasted long enough to leave a voice mail shows someone is listening but not really caring. The evidence is the fact that I was over sold so much product I havent ordered since I believe in 2020. And I still have enough to easily finish out 2023
Response from ABC MedicalMay 25, 2023
Dear Dan, thank you for taking the time to leave your thoughtful comments. Although I am sorry to hear that your experience with ABC Medical has been a frustrating one (my word, not yours...but frustration seems appropriate from your comments). I definitely don't want to call into question your comments above, as I can only take your word for it; however, I can honestly say that we don't have internal sales as part of our operations. It sounds like that was how it felt to you, and I wouldn't want to argue that point; but our phone representatives aren't compensated to get customers to order more products or more expensive products. I came to work at ABC around the time that your last order was shipped, so I can't speak to your frustrating experience with us, but I can speak to the many changes at ABC during my tenure - changes that are 100% focused on providing better customer experiences for individuals such as yourself. For example, you now could speak to a live nurse who is on staff with ABC (as opposed to the 24/7 Nurse Line, which is a company we contract with). Furthermore, we have added an entire department dedicated to focusing on how to help customers with their needs and to improve their experience. Again, my comments here are not intended to negate your experiences as you outlined them above. I am simply hoping you'll give us another chance to serve your needs if you find yourself in need of product again. And if you EVER get product you don't need, then reach out to me. I'll gladly fight your cause. But I think you'll have a different experience. We have almost 900 TrustPilot reviews (I have read every single one of them) and I have never read a customer say they felt that our phone representatives were trying to sell them something they didn't actually need. BUT! Those are all comments from current customers, not 2020 customers. So, here is my email and cell phone. You can contact me at any time: [email protected] | 610-235-9917. -- Scott Woods Marketing Manager | ABC Medical