Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Medical Service Company prior to leaving for the holidays and made arrangements over the phone to rent a portable oxygen concentrater machine. Since the company charges for drop-off and pick-up I let them know I would come to their location to pick up the machine which I did on December 20, 2024. When I arrived, they told me that the intended machine was unavailable but they had a similar one available. I signed the paperwork and paid them, after which I returned home. Upon arriving home my wife told me that, during my absence, Medical Service Company had come to the house to drop off a machine. I called the office and told them I was confused since I had not elected delivery and had already picked up the machine offered. I was told someone had made an error and not to be concerned. I told them I did not want to be charged for something I had not agreed to and was assured I wouldn't. During our trip once again a delivery was attempted. I called and was once again told it would be taken care of. I dropped off the machine upon our return on January 3, 2025. On January 6, 2025 a pickup was attempted and a hang tag left on our front door. I called, spent 15 minutes on hold to speak to an agent, and requested to speak with a manager. Over 10 minutes later the agent was still filling out paperwork. I was still not transferred to a manager and finally hung up. The situation is irritating, unwarranted, and I want it to stop. I want to be contacted in writing by the company (either via US mail or email) with the assurance that this has been corrected once and for all. I further want the company to know that, should this situation not be resolved to my satisfaction, I will be forced to take additional steps.

  Business response

  01/10/2025

  Thank you for bringing this matter to our attention. The account has been reviewed and adjusted to reflect a credit to the account.  Additionally, a manager called and left a message to notify the customer of this update along with a direct phone number for a return call.

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
   

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  trying to bill me for equipment for my c-pap machine I never received. Wait 6 months to bill me , now its to late to dispute the charges.

  Business response

  12/04/2024

  Thank you for bringing this to matter to our attention.  We are happy to report that a manager was able to speak with the customer to discuss the charges in question and find resolution.

  Customer response

  12/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  company is billing me for products i have not ordered. i called them to send it back and they said no and would not give me there address. also a piece of my equipment failed and i feel it should of had some sort of warranty.

  Business response

  11/25/2024

  Thank you for bringing this concern to our attention. After a full review of the account including signed documents and related call recordings, it was found that an electronic signature was obtained acknowledging the return policy and items were ordered and confirmed. As a courtesy, a quantity adjustment has been made for one of the items shipped and the account has been made to reflect this adjustment.
  
  Thank you. 

  Customer response

  11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *******
  
  hello i tried to add to my complaint but was not able to on the
  previous emails. the company states that i signed for approval for
  this order and i have not. the water chamber in my cpap machine
  started leaking and i wanted to purchase a new one. the lady i spoke
  with took the order and also said your insurance company is ready to
  accept another order. i asked for a nasal piece { one and they sent
  and charged me for six}. and a new item they sent that i did not ask
  for. i had to wait a couple weeks for supplies and inbetween that time
  quit using the cpap machine altogether. i called to send the items
  back and she said it was too late. i also dont understand why my
  machine started leaking ruining my bed side table and was there any
  warranty. i dont believe i had it even a year. i have received two
  bills lately saying it will go into collections. they should of sent
  the water tank overnight since it failed and then i would of been able
  to continue to use it. i am not using the machine anymore since it
  took too long to get the broken part. i have also called there billing
  dept to inquire about a so called bill reduction and there has not
  been one.  thank you ***** ******* *** *******

  
  
  
   

  
  

  Business response

  12/04/2024

  Thank you for this information.  A supervisor from our billing department has attempted to reach the customer to discuss the adjustments and has left a direct phone number for a return call.  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I set up my payment with this company in January of 2023 for rental of CPAP machine and supplies I provided them with my flexible spending account debit card that they said would be billed on a monthly basis for rental fee and any supplies purchased, but I did not receive a bill from them until September 2024 which they automatically debited my FSA debit card for and the claim was denied due to being for charges that occurred in the prior plan year rendering them ineligible expenses and I was asked to pay back $250.57 which I do not believe I should have to. Also when I called the company an answering machine picked up and said they do not check messages frequently and to use different mode of contact, but there was no other way provided.

  Business response

  11/08/2024

  Thank you for bringing this matter to our attention.  We have reviewed the customer's account and have identified a delay in claims processing on our end that resulted in the denial and subsequent request by the Plan for repayment by the customer.  As a result, we will be coordinating with the Plan directly to issue a refund for the amount due.   We apologize for any inconvenience this has caused. 

  
  

  Customer response

  11/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I look forward to the refund being issued to my flexible spending account do that I am not responsible for covering the expense of these ineligible charges. 
  
  Regards,
  
  ***** **********
  
  
  

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Medical Service Co. misshipped and overorded home supplies for my mouth surgery 1/08/2024. No procedures, rules, or “terms of agreement” were explained or given to me. Ninety days later came my first bill. They NEVER explained: Don’t open unmarked packages, contents will be contaminated; returns must be made within 30 days; the suction pump given to you in the hospital is a RENTAL. I feel negligence and lack of follow-up on the part of MSC caused the misshipment, over shipment, and lack of direction. I donated the unused supplies and the rental pump after 80 days. The only thing I knew at that time was “don’t open unmarked packages…. Current invoice is $311.92, dated Aug. 1, 2024. The surgical team and RN care teams knew the trach tube was going to be removed, but not MSC liaison Kerry *** ******? I was in UH 1/8-1/14/2024. Home care personnel that included a doctor and RN visited every day. ONE SIMPLE PIECE OF PAPER explaining procedures from MSC would have avoided this mess. I feel MSC may have put profits first, patient proper care/treatment second. I feel more like a victim of their operating procedures than a patient. Looking at the complaints filed with you, so do others. Surprised someone hasn’t contacted news media outlets to investigate.

  Business response

  08/29/2024

  Thank you for bringing this to matter to our attention.  The account is currently being reviewed in detail. A final response will be provided once complete.

  Thank you for your patience as we complete the review process.

  Business response

  09/17/2024

  Hello.  An email reflecting the zero balance on the customer's account has been sent to his email address on file.  Additionally, we are working to obtain documentation from ** ******** indicating the zero balance.  We will be providing this document as soon as it becomes available to us.  Thank you for your patience.

  Customer response

  09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Waiting on zero invoice from debt collector
  Regards,
  
  *** ********
  
  
  
  
   

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used this company to purchase a very expensiveCPAP machine in July of this year-Airsence 11. I have had nothing but problems trying to use it as prescribed, I need refitted for a different device, mask. I have called the company many times, left many messages and NEVER received a call back. I spoke with the district manager (Rob) and told him I wanted to return the machine, he said he would send a return kit. I have never received that. I made a "follow up" appointment and when I checked in for the appt, my records were all messed up and I left the appointment. I sent the CEO a message asking him to call me, I did NOT receive a call. I want someone in upper management to call me regarding these issues or I will speak to an attorney. This has been charged to my insurance and I want to return this item and my insurance credited for what they have paid.

  Business response

  08/19/2024

  Thank you for bringing this matter to our attention.  We were able to speak with Mr. **** last week to address his concerns which would no longer require a return of the equipment.  Additionally, we are actively working to address any concerns as it relates to the usage of the equipment, and he has been provided with a direct phone number for the person assisting him.  

  Thank you.

  Customer response

  08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 this company continues to assist me with the issues I have with this equipment.
  
  Regards,
  
  **** ****
  
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MSC Sleep is the company responsible for setting up my CPAP machine and providing me with supplies. The company has wrongfully provided two heated hoses of the incorrect model despite having full information on which CPAP machines was provided to me. Despite their mistake, they refuse to refund the two orders since they have passed 30 days from receipt. This is not a return since I am not returning something I ordered. I ordered heated hoses for the Air Sense 11 and received hoses for the Air Sense 10. CSP is scamming me by providing wrong equipment and charging my account. MSC Sleep Order *********** Product no. Item Quantity ********** Spirit AirSense 11 Filter 1pk ******* * ***** AirFit F20 System Medium w/hdgr * ***** Air 10 Heated Tubing; 1 ***** *esMed AirFit F20 Cushion Med 3

  Business response

  07/12/2024

  Thank you for bringing this matter to our attention.  After a review of the account and related interactions, we were able to identify a process error that occurred resulting in the shipment of the incorrect item.  We were able to speak with the customer and a replacement item will be issued and a credit has been applied to the patient's account.  We apologize for the inconvenience this has caused.  Our team can be contacted at ************ if there is anything more we can do.
  
  Thank you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MSC will not send me the mailing labels they said I need to return their cpap machine. I have been promised the stickers for over 2 months, and yet I still have the machine. I have even taken it to them in person, and both times they would not take the machine back. I have called multiple times, sent emails, and went to their offices, to no available.

  Business response

  06/28/2024

  Thank you for bringing this matter to our attention.  We have resent a return label to the email address provided and have attempted to contact the customer to ensure receipt but have been unsuccessful at making contact.  We apologize for any inconvenience this has caused.  A voicemail has been left along with a direct phone number should there be anything more we can do.  

  Thank you.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Medical Services Company was telemarketing me a couple times a week for about a year. I did not order any supplies. One day in April 2024 I received an email stating I owed them $22.18. I logged on to their website and saw they said I bought medical supplies in January 2024. I contacted the company through their online AI and explained I did not order anything and I did not receive anything. The AI said it would get back to me in a couple days. I never heard back. On May 16th I received another email stating I now owe them $37.18. I don't know where these bills are coming from. I have not ordered anything and I have not received anything. I think the company is a scam.

  Business response

  05/22/2024

  Thank you for bringing this matter to our attention.  After a review of the account, we were pleased to be able to speak directly with the customer to clarify the item and the amount being invoiced.  The customer confirmed understanding of the balance due and requested that we forward the statement for payment. 

  Thank you.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of 2023, I had just met my deductible for a knee procedure. I had been buying CPAP supplies online and used them long past the prescibed time. I went to NP Jeneane Schmidt at St. Vincent in Evansville to be able to get CPAP supplies. While there she mentioned that my machine was old enough that I was eligible for a new one. She suggested Medical Service Company which I later found out was a subsidiary of ST. Vincent. That same day I ordered supplies. They messed up my order a couple of times but that happens. They didn't get me a machine for 2 months claiming they were on back order, but just last week they lied and said they hadn't got my prescription in a dispute. They tried to cover themselves by claiming they didn't get the presription and I saw other complaintants on here who said the same thing. Long before that I was upset that my deductible time clock was running and they didn't start billing me for months after I ordered. I was not happy about that but not irate like I am now. I could have gone elswhere and been served that week. Huge mistake. They had their Mr. Nice GUY DEPARTMENT call and he fed me platitudes about how much he understood and how he'd see wha he could do. I had been on the phone with these people so long and on wait longer and so stressed I just told them I wanted their company out of my life. Last week an automatic charge on card showed up from this incompetent, dishonest company. I had to be on hold for hours and hours and on hold for ever. After talking with several people the agent started the lying. She said that they didn't get me prescription right after saying the machine I ordered was recalled. Those things don't have anything to do with on another they were likely just company protocol used to screw customers. Since I didn't want to spend any more time on the phone and on hold, I just paid what these thieves claimed I owed. I have never filed a complaint. This is the worst service I have had.

  Business response

  05/02/2024

  Thank you for bringing this matter to our attention.  After a complete review of the customer’s account, it has been determined that services were provided and billed in accordance with insurance guidelines. 

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This company took 2 entire months to fulfull my order.  They 'claimed' that they didn't get a prescription from my doctor.  Then they "claimed" that my machine was on backorder which is an obviuos irrelevancy.  How could they order me a machine without a prescription?  This seems dishonest.  They cost me money with their incompetence.  They never contacted me about a machine for 2 months but they ordered one but it was on back order.  I don't understand how this is anything but a lie.  Another thing they did was put their PR guy on the case when I was inquring about where my machine was.  He said he would try to take care of it, emphathised with me, "understood" my frustration, BUT DIDN'T DO A THING.

  Many of the complaints on here have a similar theme.  They somehow come up with a lost prescription after not fulfulling it for weeks and months.

   

  I would really hope the the BBB has an interest in this case because they are screwing people over. There others on here like that, and this giant of a company of which I was sold by my provider as a local company (incidentally they had been recently bought by ST Vincent, and that seems really really shady too), is not acting on good Faith.

  I really hope there is something else we can do.  Its more than the few hundred bucks they owe.  They screw people and should not be allowed to screw people.  I just have CPAP, some customers on here have serious issues and should not deal with this company.

  Please help.  This is precisely the kind of shenanigans that conglomerate companies pull that should be quashed.

  Regards,
  
  **** *****
  
  
  
  
   

  Business response

  05/09/2024

  “Thank you for bringing this follow-up message to our attention.  It has been confirmed that all normal processes of working with the patient’s referring physician and insurance plan to obtain required documentation prior to scheduling set up were followed. Timing varies based upon responses received from those parties and our internal review of all documentation upon receipt.”

   

  Customer response

  05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****
  
  
  I have a text from May 26 that proves that this company is lying and incompetent.  It says they received my doctors orders.  I just found it scrolling through my phone.  Please help me go after them. They’ve done this to other people and they need to corrected.  They lied and said they didn’t get my script till late July.

   

  this should be enough to do at least something.
  
   

*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. ↩