Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to corner home medical for a BiPAP machine back in May. I had just state insurance. The state insurance made three payments on the BiPAP machine. I then got a different insurance where I have a premium they have upped the cost of the machine. It has doubled the price. I dont understand when I first got this biPAP machine. I couldve bought it out for under $1100 now that I have better insurance they are trying to tell me that the machine is almost $3000. I dont understand how corner home Medical can up the price I have called around to other businesses that have medical supplies. It is always a flat rate of the item. They are trying to tell me that my insurance paid 105 99 but my cost is $204.03 per month when my first insurance where the insurance paid the whole monthly bill of $126.61 I have made several calls. One person told me I could do the payout at 795 then another person told me that it would be more than that, and I just dont understand. I would hope medical supplies have a cap on what they can charge as of now I have no insurance of January 1, 2025. I could use the help as soon as possible in which direction to go.

  Business response

  12/27/2024

  Billing insurance can be confusing, I'll attempt to make this as simple as possible.  Billed charges to any insurance company for an item is the same no matter what insurance it is.  What is different is the insurance company's allowed amounts.  For example, something bills to insurance for $100.00, doesn't matter what insurance, but insurance A has an allowed amount of $45.00...that stays the same with insurance A.  Insurance B however, has an allowed amount of $80.00 which stays the same for insurance B.  The different rates are based on Insurance A and insurance B having different allowed amounts, but Corner Home Medical charges each at $100.00.  The insurance company's set those allowed rates, Corner Home Medical does not.  ************** has different allowed amounts as well as deductible amounts that need to be met before they will start paying.  Corner Home Medical submits bills to insurance, the insurance company processes those claims according to their programmed rates and applies those deductibles or ****** according to the plan the subscriber (patient) has with the insurance company.

  If there is further need to clarify, please contact our billing team for assistance, we are happy help.

  Thank you,

  Corner Home Medical

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** purchased on 11-2-2021, CHM charged a rental fee despite CPAP being purchased, will not refund rental fee, both paid for purchase and rental fee

  Business response

  12/04/2024

  We have billed the **** unit to insurance based on their billing schedule and insurance has processed those claims accordingly.  This wasn't billed as a purchase, then a rental.  The billing can be confusing, there are different components that are billed as rental and others that are billed as purchase, based on the insurance requirements.  This has been explained by our billing staff on a few occasions.  We are happy to discuss again if needed.  Thank you, Corner Home Medical.

  Customer response

  12/10/2024

   I am rejecting this response because: 1st invoice, 1st line CPAP LUNAII rental $175.00. 2nd line CPAP purchase $350.00. Next 5 lines purchase auxiliary equipment. I have researched online and found the same machine for sale: retail price $350.00. The machine was purchased on the 1st invoice. I was billed and paid for rental 12 more times (total of 13 bills) 12 rental payments  for a machine that was paid for on the 1st invoice. I was charged over $2,000.00 for this machine that retails for $350.00 that I bought on the 1st invoice. I want the excess payment back. I mailed CHM a schedule itemizing the amount, it is ******* adjusted because I paid for the auxiliary equipment by credit card when I purchased it.
  
  

  Business response

  12/23/2024

  As previously discussed, with communication with our billing team and this complaint there are two charges that will show up on the original invoice.  One for the rental of the device which your insurance requires and the second for the humidifier which is what you are referring to as a duplicate charge.  This item is built into the machine itself.  These charges are based on your insurance guidelines which we are bound to for us to bill the claim to your insurance company.

  Thank you,

  Corner Home Medical

  Customer response

  12/31/2024

   I am rejecting this response because:
  THE HUMIDIFIER IS AN INTEGRAL PART OF THIS MACHINE AND NOT SEPARATE FROM IT MUCH AS THE POWER CORD, WATER BASKET, COMPUTER, ETC.  THESE ARE NOT TWO DIFFERENT MACHINES BUT ONE THAT I PURCHASED AND PAID FOR.  RETAIL PRICE FOR THE EXACT SAME SINGLE MACHINE ON THE INTERNET IS BETWEEN $300-$500. AFTER I PUCHASED THIS SINGLE MACHINE I WAS CHARGED NEARLY $1800 RENTAL FOR THIS MACHINE WHICH I BOUGHT AND OWN.  I PURCAHSED IT, I OWN IT , I DO NOT PAY RENTAL FOR MY OWN MACHINE. I WANT MY RENTAL PAYMENTS BACK. I PAID OVER $2000 FOR THIS MACHINE THAT IS READILY AVAILABLE ON THE INTERNET FOR $300 AS FOR THE INSURANCE COMPANY, THEY DROPPED YOU AS A PREFERRED PROVIDER AFTER THE SECOND MONTH 
  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter contacted Corner Home Medical on 9/25/2024 after I received a bill for $1440. She was informed by a *** named ***** that I've been getting billed monthly for a hospital bed I use due to an updated prescription not being on file. My daughter questioned why there wasn't any notification of there being a need for an updated order prior to the billing as I am on a fixed income and have ongoing medical needs. The *** provided my daughter with the number on file which was not my direct number nor my daughters. It appeared to be the number to the nurse at the assisted living facility however there was an error with the number, so the contact information on file was incorrect. This was also discussed with the nurse from the assisted living facility as she called to get clarification from Corner Home Medical on 9/25/2024 as well. Since the initial contact on 9/25/2024 my orders from my physician have been faxed a total of five times. My daughter has called multiple times and has been told the orders have not been received and I have received another bill with another monthly charge. The charges continue to be made despite me doing what was asked after becoming aware of what was needed on 9/25/2024. My account should not have a balance as I, nor was anyone on behalf contacted or made aware of this matter until 9/25/2024. Per fax confirmations from my provider, orders were sent twice on 10/08/2024, once on 10/12/2024, and two more times on 10/28/2024. My daughter has asked to speak with a supervisor on multiple occasions and has left multiple messages for a supervisor but has yet to receive a callback. These billing practices feel predatory.

  Business response

  11/21/2024

  Thank you for forwarding this complaint to me. We have reviewed the specifics of the account and the patient's written complaint. There are some differences in our records and the patients (daughters) account, but we have made resolution anyway. We have contacted the daughter and informed her that we will adjust the charges that are currently outstanding for the bed rental, and we will restart billing with the insurance company now that we do have documentation that should warrant coverage by insurance for the bed.

  Our Director of Billing did contact the patient and informed her of our plan, and we now consider this resolved.

  Thank you

  *** ******

  CEO

  Customer response

  11/23/2024

   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.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 kinds of durable medical equipment from CORNER HOME MEDICAL in ***** in 2020. I have been trying for 7-8 months to get these items serviced. I repeatedly left messages and no one got back to me. One day I happened to catch somebody actually answering the phone in the service department. They promptly came out to replace a controller on my Hospital Bed which was an urgent issue but they wouldnt do any of the other service work and said that the other work would have to be scheduled separately. Again I left messages and never got a call back. When I complained to **************** they told me they would put me into voicemail and that somebody would get back to me but nobody ever did. Eventually I gave up Two months ago I again began calling again. No one ever returned my call. I called 3-5 times always leaving a ***, but no one ever called back. More than a month ago, I asked to speak with the manager of that location. She was very helpful and assured me that I would get a call from the repair department and that the repair would happen the next day. Eventually I connected with somebody in the REPAIR department. We had some discussions about the time of their visit and I eventually agreed to their preferred time, but The supervisor in the repair shop got involved and refused to let them come out saying that my location in ******, ******************, was too far away from *****, ****************** for them to bother to come to repair 2 pieces of equipment and that they would reschedule when they had other customers in my area. It is now been more than a month and nobody has called to reschedule this.I tried calling again today, and was transferred to another office in another city. The gentleman on the phone was concerned and said he would contact the head of the repair department and that s/o from that repair department would get back to me. No one has.1 piece of equip. was defective when I bought it, the other badly needed service when recd.

  Business response

  10/24/2024

  We have reviewed the complaint and addressed the issues in the complaint with our staff members and repair department.  They have been in contact with the customer and are arranging for a time that is mutually beneficial to assess the issues.  We do make an assessment regarding the nature of the service needed to ensure we have the proper resources to handle the concern.  

  Thank you for bringing this to our attention to improve our service.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband was in the hospital and when he was being sent home we needed a wheelchair for him to use so he wouldn't have to stand for long times or get sore. He has stage 4 cancer and we only use chair for concerts or something that requires lots of walking. We bought this in January of this year. This July while at an outdoor concert, on a tar path the rubber came off the right tire. Luckily I had a great couple of people help me get it back on. I couldn't take corners without worrying about it. I called the company when we got home the next business day. They said to bring it in. We've only used it a dozen times maybe. I drive over an hour to get it done and then they told me they don't do return on bought chair or refund and would charge for repair. No warranty on the wheel. Only the chair. I was never told any of this when I bought it for my husband and I can't trust it to go anywhere or get a new one. Fixed income. Can you please help.

  Business response

  08/19/2024

  A member of our management team has been in contact with the customer to resolve this matter.  We are ret-training some of the front-end staff on what to do in these types of situations.

  Customer response

  08/20/2024

   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.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped in to **************************************** Supply store before my June 6, 2024 knee replacement at ***********. I worked with ***** who helped me find a ****** and stated it was *****. I sat down at her desk which was located at the front of the store right when you enter. I handed her ***** to pay for the ******. She proceeded to ask for my name, address, etc. and I thought that was odd when I was paying cash. A couple of weeks after my surgery I received a bill in the mail and since then have received an additional bill stating I owe the *****. I have reached out to the store and no one has returned my calls, I reached out to the billing department and was hung up while having a conversation. I recently received a call from ************** who left a voicemail message on my phone to send her an email in which I did and she directed me elsewhere. I am unable to locate my receipt, as I may have thrown it thinking I would not need it again. I have indicated in my email to ***** that if they have an account for me which there is an account number on the bills, then they should be able to pull up the receipt I received. I also encouraged them to look back on cameras if they have them to see what the sales person did with the *****. I do have a witness that was with me and could verify that I paid the day that I was int he store. ****

  Business response

  08/13/2024

  We are adjusting the account for the item that was billed in error.  The payment was applied incorrectly to the account.  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a completely ina ***** chair since March 3, I have been trying to get an electric ***** so my home healthcare can put me in the bed as of right now I sleep in my *****chair. It has been going between my doctor and the corner medical. I called weekly. They tell me that the doctor ***** filled out the paperwork correctly, so the doctor will fill the paperwork out and theyll tell me again. I dont know where its at, but I dont see it and its been going back-and-forth all the time. Nobody seems to care corner medical always gives me that the doctors wrong and the doctor I call say know if they sent the correct paperwork. The doctor fill out a prescription they dont know what to do , I need to get my electrical ***** so I can get out of my *****chair to go to bed at night

  Business response

  05/28/2024

  CHM received a generic order for an Electric ***** lift for this patient on 3-1-24. Prescription indicates that Fairview Home Medical (also owned by same system as doctor prescribing) cannot fulfill this order. The order is for an item that is typically not covered by the patient's insurance and insurance will need additional information to approve or deny prior authorization. *** has requested additional information from the physician and continues to receive inadequate information for the prior authorization. Insurances require that the physician provide the information that justifies the equipment. CHM works to educate the physicians on coverage criteria, but it is up to the physician to document the patient's actual condition and needs. Our latest attempt was on 5-22-24 and to date still do not have sufficient information for insurance to prior authorize the electric lift. We will continue to work with the patient and the physician to try to get coverage for requested item.

   

  Customer response

  05/29/2024

   I am rejecting this response because:
  
  I called my doctor several times and they said they fill it out correctly. I just talked to them  the other day and they said they did too, so I dont know why corner medical is not actually calling them to tell them what they have to do.  I also pretty sure I qualify for the electric house because Im wheelchair bound and if that doesnt qualify for it. Its a pretty sad state for ********* to neglect the elder people.  Im sure if I was on ******** it would be free.
  

  Business response

  05/29/2024

  As indicated, we will continue to work with the patient and their physician and insurance company to provide what is needed and will be paid for.

  Thank you

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, December 11, I contacted Corner Home Medical to report that I have a bad battery for my Golden scooter, a medical assistive device.I was told that I would be contacted a technician, who would fix this issue.I did not hear anything for 10 days.On December 19, I was told that all the techs are busy.My case needed to be handled by a Bloomington specialist.Attempts to reach that person had failed.the scooter was a gift from my daughter and i am grateful to have it, when it works.The issue is covered by warrenty.

  Business response

  01/08/2024

  Hi ******, I will have one of our repair technicians call you today. Please try to find the serial number of the scooter to help identify the purchase date. I tried to find your account in our software but you have a very common name. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 18- 2023 they loaded the the scooter in my car and said it weighed 33# but that was a lie the book said 58#.When we got home I took the packing off and the scooter it would not start. It never started . I immediately put it back in the car and took it back.,same day. They said had to be repaired Oct 18th never to see it again. They said no idea when it would be repaired. We asked to have our money returned s ince we have basically never had it . She said we would have to pay for the return because it was now considered used. It is still in their possesion. She had no idea what they would charge.

  Business response

  11/21/2023

  This has been refunded to the customer.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I first got my cpap machine I discovered that it was used and came with the wrong hose ( was suppose to be heated) and the on/off button was dirty. I call corporate to complain but they kept putting me on hold and switching me to another person until I told them to have a manager contact me,( never happened) . Called again, same run around and still no one called.Now trying to get equipment and 3 weeks later called to find out what was the status and was told it was never processed. Cancel

  Business response

  08/24/2023

  I reviewed the customers account. The serial # of his machine is ***********. I looked at the history of his machine. We purchased this machine on 12/14/2021. He was setup with this machine on 12/30/2021. This was a new in the box machine when he received it. It has been over a year and a half since he received this machine. I will call the customer to see what the issue is.

*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. ↩