The Worst Diabetes-Related Customer Service I’ve Ever Experienced

Roughly six months ago, I wrote a blog post in which I gave diabetes supply company Byram Healthcare a glowing review.

Now, I take back everything I said then (and have since updated the post with a preface).

I truly believe that Byram gave me the worst customer service that I’ve ever experienced as it relates to my diabetes…and maybe that I’ve ever had in life, in general.

I take back every nice thing I had to say about Byram six months ago.

It’s a long, messy story – one that spans half of this year – but I’ll break it down for you.

Basically, I found it in January 2021 that Dexcom would no longer be directly supplying their products to customers. I’d be automatically transferred to Byram Healthcare, a medical equipment distributer. However, I didn’t want to use Byram and called them after I got my first order in the mail a few months later to see if I could 1) return the supplies to them, 2) get a refund for said supplies once they were returned, and 3) cancel my account because I wasn’t going to be using them.

At that time, I was told yes to all three of those things. I got a return label from them so I could mail back the supplies, which I did within days of making that phone call to customer support. That way back in early May.

Imagine my surprise when I started receiving bills from Byram in June that stated I owed them $263 for those same Dexcom supplies that I had mailed back and was told I wouldn’t have to pay for because I never used them – I never even opened the original box!

So of course I contacted Byram. I was told to ignore the bill, that a note would be made on my account (mind you, the account that I’d closed) that I didn’t owe any money. Sounds like it was simple and easy to take care of, right? Oh, so very wrong. I received at least two more bills in the mail from them (which immediately reignited my anger both times). Naturally, I called on both of those occasions and was assured TWO MORE TIMES that I didn’t owe money and that I should ignore those bills because they were being automatically generated by their billing system, which was being falsely triggered because my mailed-back supplies weren’t checked in at the warehouse yet.

Stupidly, I believed them and assumed that the whole nightmare was over when the bills stopped coming in the mail…but everything changed the day that I got the collection notice.

Yup, that’s right – Byram had a collection agency COMING AFTER ME because according to them, I had failed to pay the $263 bill THAT I NEVER OWED IN THE FIRST PLACE. The moment I read that notice, I felt pure rage roiling in my core. I couldn’t believe my eyes. I thought this whole saga ended months ago! Now I’d have to use time I didn’t have – because it was a workday afternoon and I was trying to get real-life stuff done before the weekend – to sort this mess out.

I was beyond upset. Life with diabetes is hard enough, but throw this BS into it and it’s just not fair that getting my regular 90-day supply of a key component of my diabetes toolkit turned into something so stressful and potentially expensive. I was determined to get answers and get reassurance once and for all that they were in the wrong here, not me.

I was able to look up the USPS tracking number for the mailed-back supplies which turned into the proof I needed for both Byram and their collections agency that I had, indeed, done my end of the bargain this past May. When I finally got into contact with their billing department after nearly 30 minutes of being on hold (oh, and after a first attempt to call them during which I “held my place in line” using that option on the service line, only to never get a damn phone call back), I heard the lamest excuse for the whole thing about how they’d recently switched warehouses for this sort of thing, which explained why the billing system wasn’t registering my returned order…

…how do you think I reacted to that news? Like that’s MY fault for their company’s obvious disorganization!?

Needless to say, I didn’t care about excuses, I just wanted assurance that this whole nightmare would go away as soon as possible and they’d do everything possible to accomplish that…which I received in a short amount of time after speaking with the customer service rep.

So yeah, to say that I am displeased and untrusting of Byram Healthcare is a bit of an understatement. I thought it was important to share this story here on Hugging the Cactus not because I want to damage this company’s reputation, but because I want to help anyone else with diabetes who gets Dexcom supplies to avoid going through anything similar. Take my experience as a reminder to advocate for yourself and always hold onto records and receipts from your supply distributors…

…because you never know when you might need them to defend yourself.

Byram Healthcare: A Company That Provides Quality Customer Service

Update, 10/10/21 – I wish I didn’t have to make this update, but I had quite possibly the WORST possible customer service experience with this company in the six months since I wrote this post. I’ve got the full scoop here.

Customer service experiences are usually not overly pleasant. They can be time-consuming, frustrating, and at times even unsolvable…but when they’re the opposite of that – quick, easy, and fixable – then that should be shared. So here’s a story about a particularly positive interaction I had regarding the shipment of my Dexcom supplies.

Back in January, I was dismayed to receive a phone call notifying me that Dexcom would no longer directly provide me with my CGM supplies. My account was going to be automatically transferred to a medical supply company that I’d never heard of called Byram.

I was unhappy about this because it was just so easy to order my supplies every 90 days or so from Dexcom, and I was reluctant to switch to a company that was totally foreign to me. So I asked the Dexcom customer support person who called to tell me this news if it would be possible for me to use Express Scripts to get my supplies. I already use Express Scripts for my insulin and a few other non-diabetes-related medications, so I figured I could try to get as many of my medications as possible through one provider for the sake of keeping it simple.

And I discovered that yes, I could get my Dexcom supplies from Express Scripts. Yay! A few weeks later, my sensors and transmitters arrived in the mail, and I soon forgot all about my near-experience with Byram…

…That is, until late April.

Byram gets top marks from me.

I was startled to see an email from Byram arrive in my inbox, thanking me for my order. What order?! The email also listed account information that I never set up, so I was immediately upset and under the assumption that I was going to have to jump through all sorts of hoops just to get this order cancelled and the account shut down.

Except that’s not what happened. In reality, all it took was an 8-minute phone call and a very pleasant exchange with a customer service provider.

When I first got on the phone with the Byram rep, I’m sure she could tell from my tone that I was stressed about the situation, so she assured me that it would be taken care of right away. I was skeptical, but remained on the line when she put me on hold so she could look into the issue further. Much to my surprise and delight, she rejoined the call moments later, telling me that I would have a shipping label emailed to me so I could return the supplies and that she would start the process of closing my account right then and there. No further questions asked, no additional information needed from me – that’s how quickly and easily she set about taking care of my issue.

I spent the last minute or so of our phone call thanking her profusely for her efficiency, and this time I could tell by her tone that she was really grateful for my compliments regarding her customer service. She wrapped up the call by telling me that if I ever decided to use Byram again in the future, it wouldn’t be a problem to re-establish my account. My response? I told her that my experience with her and the company over this error was so positive that I really will consider transferring to them if I ever become dissatisfied with my current provider: This representative left such a good impression that I actually meant it when I said it.

Life with diabetes is hard enough. Unfortunately, getting necessary medical equipment to help manage it can make it even harder. So when something like this happens, I take comfort in knowing that not every customer service interaction will feel like getting a tooth pulled. Shout-out to Byram for restoring my faith in that and demonstrating that they deliver on their promise to” deliver convenience, affordability, and choice, working every day to ensure you have the best care experience and simplify the complexities of healthcare reimbursement and insurance.”

Double thumbs-up from me.