Complaints

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Medical Services Company provides a CPAP and CPAP supplies to me to address sleep apnea. On 3/16, I contacted MSC because my CPAP machine is not working correctly and I needed to determine how to get it repaired or replaced. I was transferred around for 20 minutes and told someone would call me back. They called back on 3/17 but I was not able to answer. On 3/21, I called them again, I was transferred around and then put on hold for 30 minutes. After 30 minutes, it hit 5 PM when then close and i was transferred into a voicemail to leave another message. On 3/22, I called them again, I was again transferred around for 20 minutes and then told someone would call me back. Later that afternoon, I received a call from a person who told me they could send me a new CPAP and someone would call me later to collect payment. That never happened. On 3/29, I called them again, was transferred around for 20 minutes until I demanded to speak to a supervisor. A supervisor named Heather told me she would escalate and call me back. She gave me her personal number to call next time. On 4/1, I had not received a call from Heather so I called and left her a message. I have not received a call back. At this point, I just need someone to call me back about replacing my CPAP machine. Without it, I stop breathing 33 times an hour.

  Business response

  04/11/2022

  We apologize for the breakdown in communication or lack thereof.  It is not our expectation or hope to leave patients without return calls or responses regarding their medical therapy with us.  It is obviously that in this case we did not meet or exceed our benchmarks until this complaint was submitted.  Our team has spoken with this patient today  and we are in the process of shipping out a replacement machine.

   

   

• Initial Complaint

  04/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company has been calling my 8 year old child’s phone, after I have either answered or called back telling them it’s the wrong number and to please stop. I would like them to remove my child’s number from what ever list they have it on, it’s linked to a watch she uses at school for medical reasons. Every time I tell them I either get she is removed or I have sent the request to my supervisor. My number is the one listed on this form but I can give her number to be removed. My photo shows I called them back Wednesday to ask them again for them to call again yesterday.

  Business response

  04/11/2022

  We apologize for the issues in getting this patient removed from our outreach system.  We have reviewed, contacted the patient's parent, and ensured the # was properly removed from the system that handles our resupply function for patients requiring routine supplies.

  Customer response

  04/11/2022

  [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.  I would like it to be known that we have never heard of this company so no one in this house was a patient. It was extremely difficult to get anywhere with this company because you have to provide a name a birth date which they would not have from us. 
  
  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. ↩