Complaints

• Initial Complaint

  04/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Medical Services company sent me a three month supply of Dexcom glucose devices in Feb of 2013. At the same time my employer began providing them through my pharmacy for $60 for a three month supply as opposed to the $657.15 for the same devices. I called the the medical services company many times to return them. They told me they needed to send me a UPS packing slip to return them which they finally sent me in mid March 2023. I sent the devices back and confirmed this with the tracking number supplied. After this they sent me another bill for those returned devices. I called and told them they were returned but they are still sending the bill to my 14 year old son, Will. They are now added late charges and I am concerned they will ruin his credit. I need this billing harassment to stop, please contact me through my cell number I provided. thank you, *** ******* **.

  Business response

  05/05/2023

  Thank you for bringing this concern to our attention.  We have received notification from our vendor that the equipment has been returned and have updated the patient’s account accordingly.  The patient’s account has been updated to reflect the appropriate responsible. At this time, we have not reported this account to any collections agency so there should be no negative impact to anyone’s credit. We apologize for the inconvenience and if we can be of further assistance in this matter, please let us know.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a cpap machine for sleep apnea I have been calling this company since Jan I'm being told one thing by them one thing by my insurance and one thing by the Dr's office nobody can do what they say they are going to do and I'm tired of them collecting money for something I can't use because of them

  Business response

  03/02/2023

  Thank you for bringing this concern to our attention.  We have reached out to the patient and her provider to get the necessary documentation needed to service the patient.  We appreciate their patience and understanding as we complete this process and have provided a direct line for any additional concerns in this matter to be addressed.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Medical service company sent me recalled equipment and billed me for it .then billed to replace it ?

  Business response

  02/19/2023

  Thank you for bringing this concern to our attention.  The recall referenced is only applicable to patients who have a specific medical condition(s) that would be impacted by their use of the equipment. The customer’s account does not show any record of these related medical conditions.  Upon being contacted by the patient regarding the recall we immediately supplied them with a different mask, of greater value, at no charge.  We have attempted to reach customer to discuss any additional concerns, but the contact information provided is no longer in service.

  Customer response

  02/19/2023

  [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

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For 2 months I’ve tried contacting MSC for necessary repairs on my cpap with no response. My medical device has been out of commission since early November. I’ve contacted them via phone, social media, email, I’ve contacted corporate officers. Never a response. This organization is dangerously negligent.

  Business response

  01/06/2023

  Thank you for bringing this concern to our attention.  We have reviewed the customer’s account and their request to provide repairs or a replacement for equipment obtained through MSC.  We have contacted the patient and obtained new insurance information and are reviewing options with them.  We apologize for the delay and will continue to monitor this situation to ensure proper resolution.
  
  

  Customer response

  01/09/2023

  [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:
  
  Contact has been made by the business. Action has been promised. There is no resolution at this moment, only promises of potential action. I’m cautiously waiting for their next response. 
  
  Regards,
  
  ****** ****  
  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For over a month I have been unable to reach anyone on the customer service line. I can only reach a human being if I called a line reserved for doctors. This company reset my CPAP machine, for some unknown reason – – not based on my request, or doctors instructions. I have been trying to remedy the situation, to no avail. I’ve hit a brick wall. I’m currently trying to get my sleep doctor to see if they can get the situation remedied, and talking to the HR department at my university to see if we can use a different company. My hope is that enough complaints to the Better Business Bureau about this company will result in some change, because they hold patients hostage with a poor product that they continue to charge for.

  Business response

  11/11/2022

  Thank you for bringing this concern to our attention.  We have reviewed the customer’s interaction with our staff and have identified where we did not properly escalate her concerns.  We have reviewed the escalation process with the individual staff member and will be referring the process to our Performance Improvement Committee to identify more opportunities to better our services.  We have reached out to the patient to address the service issues she experienced and hope to collaborate on how we can improve in the future.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Medical Service Company is billing me without listing the total price. They are late submitting to me what the total price of the bill before insurances. They are late listing what Medicare paid. They are late listing what United Heathcare paid. And they are late listing what Tri-care for life paid, thus leaving me in the dark like a mushroom with no demographics submitted on the bill whatsoever. Thus, to resolve my complaint I want to know how much the total cost of the bed was. I want to know how much Medicare paid, how much United Healthcare paid, and how much Tri-care for Life has paid; so, I can properly assess if my insurances have been proper Lee billed. I do know since Tri-care for life is part of the CSC corporation, they have been finding false excuses not to pay bills, thus I want to know if this is one of them. Also isn't there a state law that states all these figures need to be placed on bills? For all I know this might be a scam biller that has tapped into some of my medical information. I do know they were not listed in the business addresses presented by your form filler, thus I had to add all the information myself making me believe more and more this is part of a scam operation. Can you help me find out? If they are a legitimate business, can you have them correct their bad billing practices treating me as a mushroom. They have listed the e as Invoice ********. They have account number ******.

  Business response

  08/19/2022

  Thank you for bringing this concern to our attention.  We have reviewed the customer’s account and rebilled the customer’s tertiary insurance.  In addition, we have cleared any amount due from the customer’s account to allow time for their claim to be processed by the insurance.  We have contacted the customer and provided a detailed explanation of the history, account status, and our actions.  We will continue to monitor this situation to ensure proper resolution.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  customer service could not tell me how much I owe, nor where they willing to give me an answer without pushing more equipment on me. Is this company even real? I am becoming very nervous that I have signed up for a scheme. It seems that all Medical Service Company cares about is abusing their customer and getting as much many as they can.

  Business response

  07/15/2022

  We apologize that the patient is frustrated with what is perceived as a lack of transparency regarding pricing information.  We have left a couple of voicemails for the patient to contact us back.  From what we can see from the patient's insurance eligibility screen, the patient's insurance termed on 5/20/22.  Prior to that, the insurance verification information we received from the patient's insurance provider was that the patient's deductible has yet to of been met.  As a result, the existing claim on the patient's file is expected to be applied 100% to their deductible and thus the outstanding claim for the purchase of the patient's equipment on 5/1/22 will cost the patient an estimated $467.  All amounts we provide as detailed in our Acceptance of Billing & Collection Policies & Acknowledgement of Financial Responsibility are estimates based upon information provided to us during the insurance verification/eligibility process at the time of service.  We cannot provide exact amounts due until the insurance company fully processes each and every claim.

  We checked on the status of the outstanding claim on June 16th and information provided to us was that the insurance company received the claim and was processing it.  Prompted by the patient's inquiry on 7/13/22, we checked on the status of the claim again and the insurance's representative stated it was still in processing.  The reference number of that interaction with the insurance company is ref#***************.  

  Again, we apologize for the frustration the patient has experienced with this outstanding claim and we invite him to call us back to discuss further.  Additionally, once the insurance does process the claim, any amount due will be sent via USPS with a detailed invoice of each item provided and the amount due after insurance processing.  We also show that the patient has access to our online patient portal where he can pull our invoice/bills as well as they come available.

  Customer response

  07/16/2022

  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.

  The response is simply false. I have waited over 3 days for a return call which was supposed to have been made within 24 hours according to their service rep whom i spoke with. I have received zero calls or voicemails from this company. attached is the latest monthly statement I receive in the mail. neither here, nor the patient portal (screen shot attached) shows the balance owed, only what is due at the time (0$). Customer service also refused to answer the question and told me that billing could answer it and would call... again, they never called. 
   
  Regards,
  
  ***** *****

  Business response

  07/19/2022

  We again apologize for the confusion this patient has had with respect to outstanding balances.  We do not display balances due or potentially owed on the patient portal until the insurance company processes the claim fully so we know exact amounts due.  Once the insurance processes such claim, patient will receive an invoice with an amount due as well as an explanation of benefits from their insurance company.  Attached is documentation of the voicemail that was left for this patient on 7/14/22 stating that the claim was still being processed with the insurance company.  We are also attaching the conversation the patient had with our representative prior to that voicemail.

   

   

  Customer response

  07/20/2022

  [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.

  The number was rejected from my phone as it was listed as potential spam. I am fine with waiting, however, i have an outstanding balance which has yet to be addressed. I understand the MSC's stance on not showing expected balance until payment is received by insurance and the patient , but none of my previous invoices showed a balance from the last payment. The lack of transparency is frustrating. there are payments already received, where did that money go, what was the original balance and the current balance?
  
  Regards,
  
  ***** ***** 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sometime in may i was sent a bill from MSC services whem i notice the order was wrong I only wanted a face mask when they sent me the whole gear this has happen alot of times since i been dealing with this company. So i notice on a invoice that they sent to me for $108.03 for the F20 mask system and medium headgear packing. On Monday may 16th i contacted Michelle at MSC Services and ask why they were double billing me and she said because they charge me 89.49 sent for the whole unit then they charge me another 18.54 to put it together and i told her i think think that ilegal cause your charging me tice for the same thing. I felt like she insited i was just getting mad and yelling at her and i told her i wasnt and i want her to understand what was being done. I felt like she wasnt listeneing to me so i asked for her supervisor named Debroah got on and felt like she had an attitude with me form the begging. I tried to explan what just happend with her custome suppoert agent and i felt like she just did what the CSR persoson just did and said i have and attiude and i was just getting upset. After a few minutes of arguing i was transferred to a supply supervior named heather and when she explaned everyhting, she basically said i didnt understand and i told them what they were doing wasnt right and i feel like i bening double billed. She also said that i just seemed upset and i didnt understand what i was looking at. I told them i definitely know what im looking at and i going to file a complaint against them. Account #****** I will attach invoice and diagran of what i paid and received. I also feel this hasnt been the first having and issue with this company when i bought my first cpap they had charge me for a cpap rental which was a 120.00 dollars and becuase it was at the end of the yeear they charge me another 120.00 all over again. A coworker of mines name Eric Royal had simliar issues with this company.

  Business response

  05/26/2022

  We apologize for confusion this patient has regarding the billing of his rental equipment with us.  Insurance billing rules for durable medical equipment are quite complex and sometimes difficult to understand.  This type of rental equipment is billed for each component since they are separate pieces We spoke to the patient and reiterated how the services are billed and the frequency associated with the device.  While the patient was not satisfied with our response, the patient's insurance dictates the requirements for billing the different equipment and supply components and we feel we have billed those items appropriately.

  Customer response

  05/27/2022

  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 received a called from Renuctca H**** on May 26 about my complaint about improper billing  She explained to me like the pevious 3 other people have that the way the bill is that they send me the whole unit which is 89.49 but then they will turn around and bill me again 18.54 for the same item that they bliiled me for at 89.49 and when i questioned all 4 individuals all they keep saying is that i dont understand and im gettting it wrong.  I dont know how you can pay for someting twice regardless of the insurance or now. I feel like i shoildnt be billed twice.      Example :  i pay for #1  headgear  #2 C pap mask # 3plastic retained that holds the mask in place =89.49    line 1 on my line 2 on my 18.54  charging me for line 1 again of the sum of 18.54 which i paid for 89.49 and this is why im rejecting their statement          

  I also wast told by Mrs H**** that they are also chargeing me for the new Cpap machine when the new cpap machine was to replace my old cpap machine that i purchase and should be charge a rental fee because its a replacement that i already paid for it    i wish this matter is also look into.

  Business response

  05/27/2022

  We regret any confusion related to the billing of the patient's replacement unit.  Patient is not being charged again for replacement machine.  Machine is being replaced by manufacturer due to recall and there is no charge for that.  While patient may not agree with the insurance billing guidelines, Medical Service Company has and will continue to bill in accordance with the equipment and supplies provided based upon the insurance billing guidelines.  This includes billing for all integrated components of a mask including cushions, headgear, and the mask itself which all have separate billing codes.

  Customer response

  05/30/2022

  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,
  
  **** *****
  In response to the subject about my machine and it being a rental .   Im not confused at all about any subject of the matter.  i questioned Mrs H*** about trying to charrge my card for equipment that i had already owend so no im not cunfued about that    Its you workers that seemed to be very confused about the equipment and the accesories that go with the equipment. I had got in touch with my insurance company and they had to call MSC to tell them that i shouldnt be billed for the machine and then it was eventually resolved.  So on fri while i was talking with the insurance rep at the company they explained to me exactly that the EOB was for bill that was 108.03 anf they explanation for this what 89.49 for the foam cushion mask and 18.54 for the head gear which is what i been saying all along. This was confirmed by 2 ********* ********** employees that this is EOB  and that this is how its being billed so there is no confuion on my part but i do feel that MSC is being deceitful in the billing process and try to cover it up by saying im confused or i dont understand but i have 2 insurance employees stating EOB is correct as it is seen.  and im disputing their incorrect billing process

  Business response

  06/03/2022

  We understand health insurance billing can be complex and apologize for the confusion that this patient has experienced, but again, we have billed in accordance with insurance guidelines and agree with the amounts referenced by this patient's most recent response that he mentions was discussed and shared with him by the insurance company.  The bill submitted to the patient by us matches the EOB by amount and item referenced in this complaint.  We billed in accordance with the patient's insurance guidelines as well as what was provided on the EOB back from the insurance company.  There is no disagreement from us and agree with the EOB referenced by the patient.  

  Customer response

  06/04/2022

  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,
  
  **** *****
  Once again  it is not me whos is confused but it is Medical Sercice Company that is trying to conused and complicate this matter. I talk with the insirace company which is the previos 2 agents  which simply explained its 89.49 for the mask and 18.54 for the head gear.   very simple this is what the insurace agents both have said. The people working at MSC keeps trying to change how this is being billed and when i question this they want to say im confuesed but its very simple process one for the mask and one fot the head gear.  so iam not confued this company is trying to be difficult when its not. What iam not understanding what they  are trying to dispute.
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have ordered supplies from MSC many times. I have spent a great deal of time explaining to them that the last equipment they sent me does not work and telling them what I need. They keep promising to send me my supplies. They have even charged me and my insurance. I finally got my supplies after almost a year of calling and calling (I am supposed to get them every 3 months), and what I received was exactly what I said I did not want / could not use. I continue to call and keep getting put on hold and eventually go to a voicemail. I leave voicemails but nobody calls me back. I need the correct supplies sent to me ASAP. I have been almost a year without the supplies I need.

  Business response

  04/30/2022

  We apologize for the frustration that this patient experienced in trying to get proper supplies.  We have since spoken to the patient and arranged for a respiratory therapist to do a virtual examination to find the best mask as the prior mask being used has since been updated/changed.

  Customer response

  04/30/2022

  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.]

  They have not arranged as stated.  They were unable to find a time available for month, and then it was at a time I am unavailable.  I asked to get my money back instead and they transferred me multiple times, put my on hold multiple times, and eventually disconnected me.  

  Regards,
  
  ******* *******

  Business response

  05/09/2022

  Hello,

  We've left voicemails on the following dates to try and schedule the virtual assessment: 

  4/28 (twice)

  4/29

  5/2

  5/6

  No answer and left a voicemail each time.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been waiting 4 days for a replacement portable oxygen unit. No phone calls are returned, Wait time on the phone is un real. Excuses galore why I cannot speak to someone pther than a woman who answers phones from her home.

  Business response

  04/20/2022

  We apologize for the frustration regarding our inability to get the equipment delivered within the expected time frame as well as the frustration the patient had regarding connecting with our staff to follow up on the status of the delivery.  We have since connected directly with the patient and we were able to get the delivery/exchange taken care of to the patient's satisfaction.

  Customer response

  04/21/2022

  [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,
  
  ******* **********
  
  
  

*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. ↩