Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received my first order of incontinence supply from medline 12/21/24. Upon checking the supplies received I noticed that I was sent the wrong size and thickness / absorbency as I need. When my MLTC village caremax placed the order I was told that they would call me to ask specifics on supplies needed. I never got a call from medline, they just shipped whatever they thought I need. I called the same day it was received to complain but the office was closed. On Monday 12/23/24 I received a call from them and I told them my issue with the supplies but was told that thats all they have and I cant exchange or return the products. My supplies are paid by my insurance ****************** Its not right that they got paid but cant send me the supplies I need. Now I have all this supplies I cant use and had to purchase them elsewhere with my own money.

  Business response

  01/14/2025

  Please see Medline Industries response to the customer's complaint. 

  Thank you,

   

• Initial Complaint

  12/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sold a unsafe inferior product that is unsafe and dangerous to the disabled and temporarily disabled.The seat is made of cheap plastic that may be 1/8th a inch thick and buckles when I sit on it. I weigh 122lbs seat should be firm and wide enough to sit on..It's not you barely have a seat rim to sit..The chair tips easily if you start to fall and grab just one arm..The frame work is wobbly & not secure..How this company even is allowed to sell dangerous and inferior medical equipment is beyond **** ordered this through ******** online

  Business response

  12/27/2024

  Please see Medline Industries response to *. ******* BBB complaint. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/26/24 I order 2 ************** creams and also ordered1 box of curad sterile non stick pad 20 in box, I got 2 tubes of toothpaste and I nonstick sterile pad in a plastic back. I have contacted them numerous times but go no response.

  Customer response

  10/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in June I was advised that the Medline bedrail that we purchased from ****** for my father's bed was recalled. My father has passed away and we were going to donate it until we saw there was a recall. We then noticed that it was already broken. I submitted the paperwork and photos and have heard nothing back. When I email them I get an automated message that they will get back to me, but that never happens. I want the refund so we can toss this. We have been holding on to it incase they needed something more.

  Business response

  10/21/2024

  Hi,

  Please see Medline Industries response to the customer's grievance. 

  Customer response

  10/22/2024

   
  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...as long as the refund is in fact received. If not I will follow the directions and reach out to the company again as stated in the resolution. 
  
  Sincerely,
  
  ***** ****

  Customer response

  11/21/2024

   
  Complaint: 22412460
  
  I am rejecting this response because: 

  I called the number provided in the letter and left a message. The refund check has yet to arrive.

  
  

  
  
  Sincerely,
  
  ***** ****

  Business response

  11/25/2024

  The check was mailed to the customer on 11/20. Due to the holidays mail may be running a bit slower than anticipated. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Just a few minutes ago, today, Friday, September 13, 2024, I made a mistake placing an order on ************************** website for 2 safety items, I am 74. When I realized the mistake and saw that the order had not been processed, I called and spoke with **** while BCBS was on the second phone attempting to assist me. **** refused to change the order even though it had not been processed. This is so unfair to senior who have issues with memory. I made a mistake and wanted to order something else, I accidentally hit the button for a light instead of another item that I need if I have surgery in a couple of week.Please see the attachment where the order had not completed processing.This company appears not to be senior friendly.

  Business response

  09/19/2024

  Please see Medline Industries response to the customer's complaint. 

  Thank you

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** is a disabled man who relies on medications and medical supplies to keep him alive and his body working. Jakes primary insurance changed from ***** (**) to ********** and Blue Shield of NJ on 5/31/24. Per BCBS Medline is INN/PAR with ***** new insurance.the new insurance is provided by ***** stepmother *********************** ID # *************** EFFECTIVE 04/27/24. **** also has NYS ******** as secondary as **** lives in ******** with me, mother and guardian.**** has been receiving catheters from Medline who now refuses to manage the catheters reporting that Medline is out of network. #1 Medline is not out of network per BCBS #2 **** has Out of network benefits #3 if the primary denies, one is supposed to take that denial and **** ******** for supplies Medline has reported they refuse to supply catheters to fullfill Jakes medical needs.This is unethical to refuse a customer with FULL primary and secondary insurance

  Business response

  08/08/2024

  Please see Medline Industries response to the customer's complaint. 

  Customer response

  08/08/2024

   
  Complaint: 22064371
  
  I am rejecting this response because:  **** has NEW ************* AS SECONDARY not ********** as indicated on the response as a reason they could not bill for out of network benefits for BCBS and balance bill to NEW ************* AS **** RESIDES IN *********

  One should be allowed to use their primary insurance out of network benefits as consumers pay extra for out of network benefits;  especially when the consumer has secondary insurance and FULL insurance coverage.

  In addition other supply companies are billing under EMPIRE ********** because **** the consumer resides in the state of ******** AS INDICATED IN THE SHIPPING ADDRESS ON FILE.   Other supply companies bill ****** BCBS and NYS ******** for payment.

  **** has been using Medline catheters since his surgery in 2015.  Shutting the door on a disabled man who has full coverage is very disturbing vs working with the consumers insurance to obtain payment for 30 catheters per month.

  
  Sincerely,
  
  *******************

  Business response

  08/08/2024

  Please close this complaint. 

  As stated in the response, Medline Industries LP is in the process of discontinuing the line of business that ships directly to patients. Medline no longer accepts patient orders for NJ as of April 2024. 

  Regardless, if the customer rejects this response there is nothing more that Medline can do. We are in the process of discontinuing that line of business and if the customer needs supplies they would need to contact their insurance provider to provide them with an appropriate supplier. 

  Customer response

  08/08/2024

   
  Complaint: 22064371
  
  I am rejecting this response because: your response indicates  Medline does not accept any orders for people in **********

  **** does not live in **********. He lives in ******** Jakes shipping address/residential address is ********

  Your response indicates that you do not do any business PEOPLE WHO RESIDE in ***********
  
  Sincerely,
  
  ******************* from *************;

  Business response

  08/12/2024

  Please close this complaint. 
  

  Medline Industries LP is in the process of discontinuing the line of business that ships directly to patients. Regardless, if the customer rejects this response there is nothing more that Medline can do. We are in the process of discontinuing that line of business and if the customer needs supplies they would need to contact their insurance provider to provide them with an appropriate supplier. 

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Medline is the vendor for *********************, who we purchased a medline #mds ****** wheelchair from. ********************* did a bait and switch. They sent us a wheelchair with cheap pebbled black plastic hand rails for the rear wheels, instead of what was pictured and described in medline's, and ********************* company's ads chrome plated metal. Medline assisted their distributor by being dishonest along with ********************* in telling me that black textured plastic looks the same as polished chrome in the ads. In other words asking me not to believe my own eyes and the description in their ads, which has since been changed. The chrome hand rails are even in the owners manual I received with the chair. REF MEDLINE RETURN FROM ********************* CO # RA# **********.

  Business response

  06/21/2024

  Please see Medline Industries' response to the customer's complaint. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Medline Product Recall - BBB Complaint forthcoming I called and waited over 1hr on the phone, not replying to emails, and now going to file a Better Business Bureau complaint due to no communication with this recall Please submit and mail a check in the amount of $37.96 To:******************************** 3226 ********************** Ln. Apt. ************************* Thank you ********************************

  Business response

  06/07/2024

  Please see Medline Industries response to the customer's complaint.

  Customer response

  06/10/2024

   
  Complaint: 21799647
  
  I am rejecting this response because:

  Medline just sent a "Script, this is a serious matter and should be handled as such.. Willing to futher escalate outside BBB  is Medline decides 

  The solution is easy, i have provided ALL necessary forms and evidence to satisfy the recall compensation claim

  Please review attachments and send check in the amount of $37.96
  
  TO:
  ********************************
  3226 ********************** Ln. Apt. 404

  ******, TX 78748-0027

  Any issues please do not hesitate to call me for clarifaction and fast correction / resolution 

  ************

  
  Sincerely,
  
  *************************

  Business response

  06/11/2024

  Per the Customer ************************* (CPSC) there are certain requirements that must be met. A letter will be provided and the customer will need to wait for further instructions to confirm if they are eligible for the recall. Please close the complaint. If the customer rejects this complaint, please close that as well. No further action can be done. 

  Customer response

  06/12/2024

   
  Complaint: 21799647
  
  I am rejecting this response because:
  I have not received any paperwork related to this recall,
  
  i'd appreciate one be mailed out with tracking information with that tracking number sent to me here, please

   

  
  Sincerely,
  
  *************************

  Business response

  06/14/2024

  Please close this and do not reopen. As stated in the response he'll receive the official paperwork in 6 to 8 weeks. If another rejection is filed please auto close. No further action can be conducted 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB Team,I just found out yesterday (May 30, 2024), from Amazon.com team, about a product recall by the Medline team regarding a product I bought from Amazon on May 16, 2023.Amazon team instructed us Amazon consumers to contact the Medline team directly to inquire about the recall (Recall ******) to receive a refund directly from the Medline team.I have called Medline Team's ************************* many times, and they are not answering their telephones. I have called them 5 times at ************** (Medline Recall Team's phone no.) and Medline team is not answering. Message says their mailbox is full.For this reason, I am unable to reach Medline Team to ask for my full $***** refund for my purchase of the product that is now under Recall.Again, it is not my fault that I am just now learning about this recall, as the Medline Team, via Amazon team, has only notified us consumers about this Recall yesterday.So, I am entitled to be fully compensated (by the Medline Team) for Medline Team's Product Recall due to Hazards of Medline's Bed Assist Railing Product.If the Medline Team is serious about compensating its consumers for this Product Recall (Recall Number ******) then Medline Team's ************ should answer their phones. But, instead, Medline Team is Not answering their phones (on purpose, I suspect). And, thus, Medline Team is dealing in bad-faith with its customers.Last, but not least, I have attached a screenshot image of my Amazon Receipt, verifying the amount I paid (*****) for Medline's Bed Assist Product, for everyone's benefit.Given that I only learned of the Medline Recall yesterday, I hope the BBB team will relay this complaint to the Medline team so I may receive my $***** refund. Thank you very much.

  Business response

  06/07/2024

  Please see attached Medline Industries response to complaint

  Customer response

  06/13/2024

   
  Complaint: 21783717
  
  I am rejecting this response because: The Medline team knows that I no longer have the Medline Bed Assist Rail in my possession. So, I am therefore unable to provide the Medline team with the information requested in Medline's letter (see attached).

  And let me be very clear about this matter. The Medline team is dealing with me in bad faith, as I already provided the Medline team with my Amazon.com Proof-of-Purchase. And, thus:

  1.  Medline team already knows that my Bedrail Assist product already qualifies for the $39.99 refund Otherwise, Amazon team would not have sent me Medline Recall Notice.

  2.  Per Amazon's recall notice, it was my understanding that these Bedrail assist products should be thrown in the garbage, which I did already, so it's irrelevant whether or not I have it.

  3.  Medline team should know (and be able to determine) which Medline Bedrail assist product I purchased, per the date noted on my Amazon.com Proof-of-Purchase.

  4.  Medline team is dealing with me (their customer) in bad faith, even though I am dealing with them in good faith. 

  5.  Medline team should not make its customers go through all these hoops and hurdles to get a refund based on an important recall, which could result in our (customers') death.

  6.  I suggest that the Medline team immediately stop selling all products sold by the relevant manufacturer in question.

  7.  I, a customer, should not be penalized in this way (by having to photograph a Bedrail Assist Product, which I no longer have) in order to get a $39.99 refund that I rightfully deserve.

  Sadly, because of the Medline team's unsatisfactory response regarding this urgent health-related matter, I will have no choice but to escalate this matter further, and contact the relevant federal government oversight agency, in order to seek the full $39.99 refund, to which I am entitled. Regretfully, the Medline team has left me with no other choice but to do so. 
  Sincerely,
  
  Inas El-sabban

  Business response

  06/13/2024

  Please close. No further action can be done. 

  Customer response

  06/13/2024

   
  Complaint: 21783717
  
  I am rejecting this response because:

  Subsequent to my previous update, i have emailed the required info. & paperwork to Medline team to get my $39.99 refund. So if Medline recall team accepts my emailed, submitted information, then wonderful. But if not, then I will escalate this matter by submitting a complaint to appropriate Fed. Gov. ********* agency

  It's sad but not surprising Medline team would behave in this unfriendly manner.

  Anyway, that said, the BBB may close this case, and many thanks for all your help.
  Sincerely,
  
  Inas El-sabban

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a hospital bed from Medline. The hi/lo shaft is missing the lock collar.I've sent them pictures of the piece that is missing and they say it is optional but the instructions clearly show it as needed.They refuse to provide the part and I believe it is a safety hazard to use the product without the piece.

  Business response

  05/21/2024

  Medline has been in communications with customer and was advised the product was purchased from a 3rd party vendor and that vendor was going to send the part. As of today, Medline is under the impression the customer has received the requested part. 

*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. ↩