I have been working with the local Byram Center for the last 3 years and have had excellent service. I have had problems with the toll free service number with the orders being wrong and rude replys, so I call the local number, could not be more pleased.
I had called a number of places on my insurance company's DME list, asking specifically if they had Medela Symphony breast pumps; I had no success, they only had th e retail grade pumps.
So, I had my insurance company call around for somewhere on their DME list which would sell a Medela Symphony, since our insurance plan covers a hospital grade pump purchase if such a pump is medically required, and purchased from a DME on their list. They took a few hours, and finally found Byram Healthcare.
I called and confirmed myself that they had and could supply the Medela Symphony, so I placed an order. I offered them the prescription from the hospital, specifying that a hospital grade pump was required, but they stated that they didn't need it and would contact our doctor for anything they did need.
We had to pay rental fees for a Medela Symphony for two weeks while we waited for the pump to turn up. Our insurers will only refund purchase or rental, not both (but they would the full year of hospital grade pump rental if that is what was required). We convinced ourselves that paying rental fees while we waited was OK, since we were getting a good quality, closed system pump.
After waiting two weeks, we finally received a retail grade (open system) Medela pump, inferior to the current models on the Medela website.
Our insurer would have covered us purchasing, retail, the superior offerings from a local store, without any need for us to do a temporary rental.
Byram promised an email confirming the order, and in a later phone call promised a shipment confirmation email, but neither turned up. These would hopefully have shown the incorrect model, so we could have taken some action sooner.
When the incorrect pump arrived, I spoke to the person who said they originally took our order, that they had never said they had the Medela Symphony, do not stock hospital grade pumps, and would never have claimed to stock hospital grade pumps.
So I called my insurer. Who had written notes of their call with Byram stating explicitly that they had checked and confirmed the Medela Symphony pump. My wife is also absolutely sure I stated multiple times in my call to them that I was looking for the Medela Symphony hospital grade pump.
However Byram are insisting they would not have stated that and require us to pay the return postage to send the pump back, as well as us being out the two weeks of rental fees we've paid so far, waiting for the wrong pump to be delivered. Our insurer are being great about it, trying to find a supplier who actually have the right pump, and it sounds likely they will reimburse us the postage fees which Byram will make us pay. It takes a truly horrible company to make a health insurer look so good.
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