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Initial Complaint
03/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am being charged 4 times what they told me for my CPAP equipment. I am usually charged $13.52 for rental of my CPAP however, in February and March I was charged $69.41. In February I chatted with one of their agents who stated that February was the last month I would be charged $69.41 and it was because I did not meet my Medicare deductible. They also stated after I pay the February invoice I would only have 2 more invoices and then the CPAP machine was mine. My March invoice was $69.41 so I chatted them again (it is impossible to reach anyone by phone I tried several times and was on hold for over an hour only to be disconnected) and the rep told me the exact same thing they told me last month. I told them I no longer authorize them to take money from my bank account to send me a bill and I would pay it and they said if I stop automatic payments I have to return the machine. I contacted Medicare and found out I already met my deductible at the end of January. Now when I try to chat them I enter my name and it says no agent is available so I had my daughter try and she entered her name and low and behold she was connected to an agent when she said what was going on they disconnected the chat
Business response
04/04/2024
Thank you for bringing this concern to our attention. Upon review we have confirmed that the invoice received was for services provided when the deductible had not yet been met and that products and services provided were billed in compliance with the patient's insurance on file. We have attempted to contact the patient to ensure all concerns have been resolved and review the details of current and future invoices directly with the patient or their caregiver but have been unsuccessful at making contact. We apologize for any inconvenience this has caused and our team can be contacted directly at ******************************************* if there is anything more we can do.
Thank you.
Customer response
04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21500283, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
i did speak to someone who reached out to me and they did not provide adequate answers. I sent them the Medicare pdf I had showing my deductible had been met which was supplied to me by Medicare. Also they had no explanation for why I was told I had 2 payments left 2 months in a row.
Regards,

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

Customer response
04/04/2024
That’s exactly what I sent them showing I met my deductible. And why last month I only had 2 payments left and this month after making the payment last month do I still have 2 payments left
Initial Complaint
02/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was in the hospital last year. When I arrived home from the hospital, a man delivered an oxygen machine. I didn't know where it came from. Unbeknownst to me, they had been billing my insurance company.
I have made multiple calls since 1.22.24 asking them to pick up their oxygen machine. They are declining to pick it up.
I do not want to be billed after this month. I have purchased my own machine.
Business response
03/25/2024
Thank you for bringing this concern to our attention. We have been able to identify the process error that occurred on our end that did delay the pick of the patient’s equipment and have done reeducation of staff to ensure this does not occur in the future. We have also confirmed that all billing for these items have ceased, and that the equipment has been picked up. We have attempted to contact the patient to ensure all concerns have been resolved but have been unsuccessful at making contact. We apologize for any inconvenience this has caused and our team can be contacted directly at ******************************************* if there is anything more we can do.

Thank you so much!
Crystal
Initial Complaint
01/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/29/2023, I contacted the company to order a new nebulizer machine for my son via our health insurance. My son's pediatrician sent over the prescription. The first representative gave me the wrong fax number. I had the pediatrician resend the prescription. I had to call three times before they could even locate the prescription or my son's information. I was told a representative would verify insurance and reach out to me. This NEVER happened. When I called the company they verified the insurance on the first call and promised to have the machine delivered on 12/31/2023. This also never happened. I called back again on 01/04/2024 to inquire about the order. I was told that they did not have information for hi or a prescription in their system. I called back again and the pediatrician provided me with MULTIPLE successful fax transmissions. I called back again and confirmed insurance information. They advised that the information was fine and that they would set up delivery for that day. I asked for a supervisor to give me a call to discuss the horrible customer experience. Betsey again advised she would pass this information. I never received a call back from the supervisor. I called back AGAIN on 01/10/2024, and again spoke to Betsey. She gave the same excuse that the information had not been verified and passed on. Yet, she was the last person I talked to. She again verified the information and advised me the order would be delivered on this day. Again, which is not a surprise, the machine has not been delivered. My son does not have a working nebulizer in the dead of winter in ********. This is completely unacceptable!
Business response
01/25/2024
Thank you for bringing this concern to our attention. The initial request submitted by the patient’s provider did not contain the necessary documentation required to process the request. We did make multiple attempts to obtain this information and were able to obtain the required items on 1/4/2024, allowing us to complete our processing and ship on 1/17/2024. We have attempted to contact the patient to ensure that they have received all of the requested equipment but have been unsuccessful.
Customer response
01/25/2024
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.

Their "excuse" as to why they could process the order is a utter lie. I gave Betsey the insurance information 2 separate times. I talked to two other representatives who I provided the information to. I encourage their leadership to actually listen to the "recorded calls for quality purposes and provide appropriate training and-redirection. I will continue with my complaint with other organizations since they continue to not take accountability. They've taken over an entire account from a large healthcare provider, and clearly they're unable to provide quality customer service. And they send a machine for a 7 year old WITHOUT A MASK. Still a poor experience from beginning to end.

Regards,

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

Business response
01/26/2024

We have reviewed all of the phone calls as requested and regretfully confirm that there was unnecessary delay caused by a process error on our end, the insurance information was provided by the customer and not properly applied by our staff. We have expedited shipment of the equipment and sincerely apologize for the frustration this has caused. We have provided a direct contact for any future issues and will be doing immediate policy review and education with all staff members involved. We appreciate your willingness to let us correct this matter, if there is anything more we can do please let us know.
Initial Complaint
11/24/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of service - Aug.11,2023 Medical Service Co took over **** ****** **** ****. My wife and I were getting our CPAP supplies from **** ******. ****** Ins covered 80% and **** ****** Financial Aid covered the 20% remaining. Ordered supplies from Med Serv Co. They told me OHFA would carry over. They sent 2 bills for $48.22. Now they are saying that OHFA has expired. Never told me there was an expiration date. While talking to one of their reps on the phone she " just happen to mention" they had their on financial aid program. This is the first time I ever heard of it. Can't find any info on their web site. They are not very good at communicating or calling back when they say they will. They automatically deducted $48.22 from my account and are adding $15.00 late fee on Other $48.22 bill. ($63.22). I have sent them all documents that I can and they still will not explain to my satisfaction why this has happened.
Business response
12/14/2023
Thank you for bringing this concern to our attention. The payment arrangements through the patient's previous supplier were honored by our company but had expired. We have notified the patient of renewal options and the accounts of both him and his spouse have been updated and all charges removed. We have contacted the patient to review these updates and address any additional concerns. This patient has also been provided a direct contact to resolve any future concerns.
Customer response
12/15/2023
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.] I will accept offer when funds are returned to my bank account.

Regards,

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

Customer response
12/21/2023
[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,

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

Got refund. Will accept settlement terms.
Initial Complaint
10/28/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Medical Service Company sent to my house the Dexcom Glucose Monitor. The dexcom did not work. I call MSC to return the Dexcom before thirty days and the representative stated that a return authorization would be issued and sent to me. The last contact with MSC(10/26/23) I requested this escalated to supervisor and given the names of Mgr. Jackie or Alex. I did not receive callback from Manager Because this has been going on for six months I am requesting assistance from BBB.
Business response
11/06/2023
Thank you for bringing this concern to our attention. We have identified the process error that caused the delay in the patient’s request. We have contacted our distributor, and a return slip is being sent to the patient immediately. We have requested an immediate refund of the item be submitted to the patient's insurance. We have also identified the updated order request and expedited its shipping; the equipment should arrive in the next 1-2 business days. If we can be of further assistance in this matter, please let us know.
Initial Complaint
10/10/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had my doctor order CPAP supplies (tubing, filter, mask) 3 months ago, and I have called Medical Service Company once a week, for 3 months, they have not delivered any of my required equipment, a tracking number for the equipment, or any information on my equipment at all. They have hung up on me for asking questions about my equipment. They have failed to send me a promised "Tracking number" for my equipment. They have blamed my doctor for their failure to send my equipment. They have put me on hold for 45 minutes just to hang up on me when they answered. I have given them every piece of information they have asked for, followed every one of their guidelines, and even messaged my doctor about an update on my medical information. I do not have any "Supporting documents" as this was all done over the phone.
Business response
10/27/2023
Thank you for bringing this concern to our attention. We have reviewed the customer’s account and and confirmed that additional information was required to finalize the request. We have contacted the patient's provider and with the additional information provided shipped the patient's order. We apologize for the delay and will continue to monitor this situation to ensure proper resolution
Initial Complaint
09/08/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I started with MSC back in 2/23 for CPAP therapy. Since then, I have had nothing but issues with them; every time I call, I'm on hold for >30 minutes, which wouldn't be a problem if I didn't have to continuously call to clear up MSCs mistakes. Initially, I had Michigan Medicaid & MSC told me I could signup for auto shipment of supplies, which I agreed to, but never received a call, text, email, nor the supplies for a couple of months, & they were supposed to be delivered monthly. I called MSC back & they said, "no, that person was mistaken, with Medicaid we cannot automatically ship supplies to you, you have to call every month." So, I went without supplies for a couple months. That lady said she would ship the supplies out to me & I should receive them within 2 weeks; I waited for that time to pass, but never received them, so I called back & MSC said they were waiting on a new Rx from prescriber for a heated tube. I told them to forget the heated tube, just to send the other supplies that I'm out of & she said that the tubing wasn't even covered on Medicaid, so she wasn't sure why they sent a request to the prescriber! That's just one instance of the mess ups I've experienced with MSC. The latest is that I moved from MI to KY & have new insurance through my employer, so I called MSC & gave them the new info & asked them to fill whatever can be filled & asked if they knew what my portion of the cost would be, she stated she wouldn't know my portion until the insurance pays their portion but that the supplies wouldn't be shipped until the insurance paid & I paid my portion, so I agreed to it. Well, I received the supplies about 2 weeks later, so I assumed I didn't owe anything. Then about a month later I received a bill for almost $300! I called them & told them what the last lady said & they said they would listen to recordings & get back to me. They did & basically called me a liar & said she never said that nor any of the other miscommunications in the calls.
Business response
09/19/2023
Thank you for bringing this concern to our attention. Medical Service Company apologizes for the miscommunication of our auto-ship services and any delay that it may have caused. Our staff has been reeducated on this policy. The patient was made aware that we cannot determine final cost for the provided equipment until submitted for coverage through their insurance and was offered a payment plan for any costs which were not covered under her new insurance. We have contacted the patient to ensure that they have received all of the requested equipment and explain additional charges that may be a result of their insurance change. This patient has also been provided a direct contact to resolve any future concerns.
Customer response
09/19/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while they did reach out to me, they did nothing to resolve the issue of the almost $300 bill. I will be making an appointment with a new sleep specialist so I can use a different medical supply company because the auto shipment was not the only issue I had with them, even though that's the only one they addressed in the rebuttal and on the phone. Michelle (the lady I spoke with) was kind enough to request a new Rx from my current sleep specialist so they can bill for the CPAP machine. Apparently, MSC will start charging for the machine for a whole new year, even though they already got about 6 months worth of payments from my previous insurance, which isn't right to do either; in other words, they're charging about 18 months for a machine which should've been paid off in 12 months.
Thank you for contacting the company so quickly and working to get this resolved for me! I appreciate your efforts!

Regards,

***** *****
Initial Complaint
08/22/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is a medical supply company which purchased the CPAP supply business from Ohio Health. My issue started on April 27 when I first called to get replacement supplies. They told me to call back in 2 weeks as they didn’t have my information from Ohio health yet. Around May 10/12 I called and placed my supply order. After a month of no supplies I called them and was told paperwork was needed from my doctor, they closed this first request out and started a new one. (Probably to make their internal reports look better). Since that time, I have called several times, my doctor has sent two prescriptions, her office has called them, my doctor has called them twice. Still my order has not been filled. Every phone call has met with basically indifference and inaction. I need supplies for my CPAP. I was told last October that I have to get my supplies from them( at the time, Ohio health) or Medicare would not continue to pay for my machine. Thus I am trapped at this time awaiting for supplies. Any help you can lend on pushing this company to do their job would be appreciated. Thanks
Business response
08/24/2023
Thank you for bringing this concern to our attention. Medical Service Company recently acquired the patient’s previous supplier and notification of the change was sent at that time. We have contacted the patient to review this transition, their current bill, as well as arrange delivery of additional supplies and equipment he requested. This patient has also been provided a direct contact to resolve any future concerns.
Initial Complaint
08/14/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
received a bill saying i owed 3 payment for 2.66 and a 15.00 late fee,. I have no idea who this company is have never gotten anything from them at all, the bill says for homefill oxygen rental. again have no idea who this company is,. my oxygen machine is from someone else,. and i have not had any supplies in 8 months at all from anyone. one would think if they bill for a machine they would take care of the supplies also.. but they have not nor contacted me about anything. so i buy my supplies online. so either this company is a scam, or it don't know how to contact anyone about anything. I won't pay anything to this company, as i dont know who they are,. end of story also i will be filing complaints with the AG over this...
Business response
08/29/2023
Thank you for bringing this concern to our attention. Medical Service Company recently acquired the patient’s previous supplier and notification of the change was sent at that time. We have contacted the patient to review this transition, their current bill, as well as arrange delivery of additional supplies and equipment he requested. This patient has also been provided a direct contact to resolve any future concerns.
Customer response
08/30/2023
[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
05/11/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
No money involved. I’m disabled and they robo call me daily. I have tried very hard to get them to stop calling for almost 2 years. They still call daily. For health reasons, can’t turn the phone off. Reporting incessant harassment. Supposedly a reputable company that is supposed to supply my CPAP Equipment, but I don’t want anything to do with them. Please help.
Business response
05/24/2023
Thank you for bringing this concern to our attention. We have updated our records to remove both the patients' information from our calling service. If we can be of further assistance in this matter, please let us know.

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