Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business received my returned supplies over a year ago. 6 months ago and about 2 weeks ago they have contacted me claiming I did not send back supplies for one month even though I provided both months supplies in one package. When they scanned the return label they only denoted I returned one month of supplies by mistake. They are refusing to correct this error

  Business response

  02/17/2025

  Stymco Medical, LLC has contacted Mr. ***** and left a voicemail regarding his concern and how it was resolved on our end.  While Stymco Medical did not receive the February supplies that Mr. ***** mentioned returning,  we understand Mr. ****** position and have applied a courtesy adjustment to the balance due. This adjustment reflects that the insurance did not cover the items shipped.  We also left the direct contact information to the Billing and Collections Supervisor if Mr. ***** has further questions or concerns.

  Customer response

  02/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  12/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing a formal complaint regarding Stymco's handling of a medically necessary back brace support prescribed by my physician. Stymco was selected by *********** to fulfill this prescription.Without any attempt to contact meby phone, email, or any other meansStymco unilaterally shipped a back brace that was the wrong model and size. It is impossible for Stymco to determine my size or needs without consulting me directly, yet they proceeded to send an ill-fitting, incorrect product.This lack of communication and care in fulfilling a critical medical prescription demonstrates negligence and an unacceptable level of service for a company handling medical devices.Further, their failure to establish even basic customer communication processes to confirm details with the patient reflects a disregard for professional standards and customer well-being.Resolution Sought: I request that Stymco immediately take responsibility for their error and allow me to purchase the correct back brace from a provider of my choosing, located near my residence, to ensure immediate access to the proper medical device.I expect this matter to be addressed promptly to avoid further harm to my health caused by delays.

  Business response

  12/19/2024

  Stymco Medical,LLC has informed Mr. ********** that the back brace he received could be sized from a size small to a waist size of 54' (XL) and that it was the brace ordered by his doctor. Stymco Medical, LLC has also offered to accept a return of the brace and issued a Return Shipping label that is prepaid for use with ***. The return label has been sent to Mr. ********** by email. 
  
  
  Stymco Medical, LLC has also tried to contact Mr. ********** by phone to discuss the matter at hand but we reached a voicemail, we are very much willing to work hand in hand with the patient to ensure his needs are met as our goal is to always provide the best possible care for our patients and to provide product as soon as possible to avoid and delay in medical care. 
  
  
  Stymco Medical, LLC will also assist the patient in being restaffed with CareCentrix if he decides our solutions do not meet his needs. 

  Customer response

  12/19/2024

   
  Complaint: 22698408
  
  Dear ******* **********,
  Thank you for your message regarding my complaint against Stymco Medical, LLC (ID *********.
  While I acknowledge Stymco Medical, LLC's response, the violations of federal and state laws, as well as breaches of their contractual obligations, have already fully materialized. This BBB complaint was part of my efforts to resolve the matter prior to the escalation of damages to my health and before moving into the pre-litigation phase, which is where this matter currently stands.
  In the coming days, Stymco Medical, LLC will receive a formal pre-litigation demand letter, which will outline all violations and damages in detail. They will have the opportunity to respond to that letter to reach an amicable resolution.
  Please note that the BBB complaint process was one of the several avenues I pursued in good faith to address this issue prior to the initiation of pre-litigation.
  Sincerely,
  ********* **********

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been receiving prescription medical compression stockings from Stymco Medical LLC for the past few years. As of this year my medical coverage changed and this company decided to automatically start sending me compression stockings every month without my approval and billing my insurance which would not cover the cost because of a durable medical equipment deductible. I have reached out to the company several times since August to fix the issue. After previously leaving a bad review on the BBB website someone reached out to me to have me send back all of the unopened stockings that I did not want and was told my bill would be resolved. I sent all of the stockings back but I continue to receive a bill from their billing company *********** now in the increased amount of $493.68. The company has not moved me to collections even though I have all of the shipments were sent back. I am being extorted for money and am being put in a position to either pay something I didn't want and don't have or let them ruin my credit.

  Business response

  12/03/2024

  Hello ************************** I would like to confirm that we did receive and process the return you sent to Stymco Medical, LLC and voided claims were sent back in October to notify CareCentrix and your insurance that the items were returned. This process can take ***** days to fully process on Carecentrix end. ****** *. with Stymco Medical called Carecentrix on 11/25/24 to confirm the recoupment/return is being processed and an escalation was submitted to expedite the processing due to your bill with Carecentrix. The representative with *********** did state that your bill will be on hold for the dates of service you returned and if you have any further questions please feel free to contact Stymco Medical or Carecentrix. We sincerely hope this helps prevent your account with Carecentrix from going to Collections as the items were in fact returned. 
  
  

  Customer response

  12/03/2024

   
  Complaint: 22600094
  
  I am rejecting this response because: My account has already been sent to collections. They need to immediately contact their collections company and have me removed.
  
  Sincerely,
  
  ******* De Coma

  Business response

  12/03/2024

  ************ Stymco Medical does not have a bill for you nor did we send the account to Collections. As per our last conversation with CareCentrix (completely separate company) they were working to rectify it as soon as possible. We have submitted an Escalation with Carecentrix on 11/25/24 to expedite this issue. If you would like to check on the status or confirm this information please contact CareCentrix as Stymco Medical has done all that we can do to inform them of your Return. Again just to confirm, Stymco Medical has no bill for you and we did not send you to Collections. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in the hospital getting spinal surgery for 12 days. Stymco delivered a wheelchair to my house seven days after I was admitted. I was told I was getting a wheelchair to keep, as my home recovery was 6-8 weeks, and I would always have mobility issues. I got home a week later, and realize there was an invoice for the wheelchair. I contacted BCBS and they said I get a wheelchair paid for by my policy. So, I called Stymco and they said my doctor wrote it for a one-month rental. I had my doctor send over an order for purchase needs for life. I call them back. They said they do a 10-month rent to own. I said how much is the rental? They said something like $165/month. Ummmm okay$1650 for a wheelchair that I was supposed to get for free? BCBS was shocked, and they ordered the footrests, handlebars, and cushion as for-purchase so I get to keep those! So bizarre. I asked about sending it back and they said they would supply me with a return-shipping label, but I called and I cant get through to anyone to get this label. Ill just buy one on Amazon for $400! It just stinks because my insurance wants me to get one for free!

  Business response

  09/04/2024

  Stymco Medical, LLC did provide service for a wheelchair for **************************** and billed as a rent-to-purchase for ten months based on normal Blue Cross Blue Shield and Carecentrix billing guidelines and the claim is sent by CareCentrix to your health plan and priced based on the contracted fee schedule between those two parties. Stymco Medical cannot and did not disclose pricing to any patient as that goes against our provider agreement with Carecentrix. On 8/22/24 we received two phone calls from Mrs. *** and she advised that CareCentrix and her BCBS plan stated this item can in fact be billed as a purchase which was confirmed with the health plan prior to submitting the corrected claim. A corrected claim was submitted to Carecentrix to change the initial billing from a rental to a purchase on 8/22/24.
  
  On 9/3/24 Mrs. *** called in and spoke to the Team Lead **** and she requested the benefits be reconfirmed for the purchase of the wheelchair. **** called the health plan and reconfirmed the benefits based on purchase as Mrs. *** requested. We also assured Mrs. *** that we sent the corrected claim on 8/22/2024 and it is currently in process with Carecentrix and her Health plan.  **** returned ********************* call on 9/3/24 to provide the results from the benefit call and she understood the purchase claim is in process. The Health plan will ultimately process and pay according to ********************* benefit plan and the Contracted rates with Carecentrix. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Medical treatment ended 6 weeks and Stymco keeps shipping supplies that I do not need and will have to pay for. I contacted them to cancel further shipments and was told I could return the last 2 packages - they were to email me a return label for shipping. That was last week and I still don't have the return shipping label. They're documentation says to Text them at ************* (I did) but they do not reply.

  Business response

  07/25/2024

  Stymco Medical, LLC received a call from *************************** on 7/16/24 where he requested services be stopped as his treatment ended and he then requested approval to return 3 boxes of supplies. Our representative assured ************** that his account would be closed and then informed him of our 30 Day Return Policy and granted approval to return 2 boxes of supplies. According to the call recording ************** agreed to this information and provided an email address to receive the prepaid Return Label.
  
  
  We have since sent the Return Label to ************** and replied to his text messages that the label was issued. He has not replied as of 7/24/24 to confirm if the labels were received. We have also made a follow up call on 7/24/24 at 12:55pm to try and confirm if he received the labels but he was not available and a voicemail was left. 
  
  
  We hope to speak with ************** soon to ensure we have assisted and resolved the matter at hand as we do value him as a customer. 

  Customer response

  07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩