Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received CPap machine while insured by ****** ********** community plan. At age 65 had to switch from Medicaid to Medicare. Stayed with ***. I was told that after 13 months the CPap would be mine. That should have been May of 2023. However, changed insurance during that time period (same company, different plan) and was told that the 13 month billing cycle had to start over. I was receiving bills after I went to Medicare for $35 a month. I told them I couldn’t afford that and would return the machine. They told my insurance (who told me) I would be charged a lower amount, which I grudgingly accepted, since they should have been paid in full by now. I received 2 more bills. The last being for $5.00. They wouldn’t accept a $5 payment so I had to pay $10. I never received another bill. Until today (23 Nov 2024). Today I received a bill for RENTAL costs (July- October) totaling $63.03. This company has given me the runaround since I came in with my SD card for them to read. I had originally been told by them to bring it in once a month for them to read or my insurance would not pay. I had to use it at least 4 hours a night). The 2nd time I brought it in I was told they didn’t want that and didn’t read the card. When I asked who I should give it to, they said they didn’t know, my doctor they guessed. They have done nothing but lie, cheat, and be rude and don’t seem willing to assist me. I deal with the *********** **** store but the billing goes through *** ******* **. Not only are they cheating me petsonally, they are also cheating my insurance company, ****** ****** ****.

  Business response

  11/26/2024

  To date we have only received 10 months rental for the patient's insurances this includes date of service 11/9/24.  Therefore there has not even been 13 months of rental paid for the patient's device.  There are no notes from our staff in Billing other than the last note was from Kayla 11/15/23 that she spoke with *** regarding them reprocessing claims for the patient.  Our staff put notes in system for any payment arrangements & never refuse a $5 payment from a patient regardless of what their balance is.  Nor would we charge the patient $10 when they only owe $5.

   

  Most insurances require the patient to wear the device at least 4 hours a night.  Some doctors require downloads as well to make sure the patient is using the device.  We do not lie or cheat our patients.  Once again, we have only received payment for 10 months and not the 13 that the patient stated!

   

  The bill that the patient attached is for her co-pay for July-October on the deivce/humidifer.  According to our records the patient did not have a secondary insurance to bill and therefore is responsible for the 20% her insurance does not pay.  

  Customer response

  11/26/2024

  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, reasons for rejection are included below.

  
  

  I was with ************ **** Community Plan from the time I received my machine until May 2024 when I turned 65 and had to switch to *** Medicare plan.  Genesis, although they had received several payments from Medicaid, began charging my Medicare plan as if nothing had been paid previously.  They said when insurance was switched, they had to start charging all over again.  13 months of payments should have been completed in May 2024 or around that time.  However, since they began charging my insurance company as if no payments have been paid previously, the billing continued.  I have had *** as my provider continuously, first with their Medicaid plan and then with their Medicare plan.  This company is double billing insurance, and double billing my co-pay.  And yes, they did take the $10 payment for a $5.00 payment.  Never did they tell me the extra $ would be used as a future payment or refund the $5.  There was never a mention of the extra $5.

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

  Business response

  12/02/2024

   

  *** Medicaid is a state insurance, *** Medicare is a federal insurance.  Although they are in the *** "family" they are two different insurances.  13 payments have not been completed by either insurance or even combined.  Once again Medicaid and Medicare are TWO different insurances.  We do not double bill, since they are two different insurances. I also checked with our billing department and we have no record of a $10 payment by the patient.

  Customer response

  12/03/2024

  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, reasons for rejection are included below.

  
  

  
  

  Genesis was paid $10 on Friday Feb. 2, 2024.  As I said previously, they would not accept a $5 payment (which was billed to me) online so I had to make a payment of $10.
  i a prescribed the CPap machine on 12/9/2022.  I am not sure the exact day I received it from Genesis but on Feb 5, 2023 I took my SD card to them to be read (1st time I took it was about 3 weeks after I received the machine).  
   on Feb. 5, 2023: I talked to Stephanie at Genesis and told her I would be changing from Medicaid (*** Community plan) to Medicare (*** Medicare advantage) and it would begin on May 1, 2023.  
   At that time, *** Community plan had been paying for approximately 4 months.  Whether the payment comes from state or federal should not matter.  A payment is a payment and they have received payments for almost 2 years now.
   On Nov. 25, 2024 I talked to Laura, a supervisor located in the United States,  for *** Medicare plan.  I talked to her at approximately 5:02 PM EST and explained the situation.  She said she would look into it and called me back.  at 12:40 PM EST.  On Nov 27, she called back.   She said billing does not start over when insurance changes, no matter what the change is.  She also said it was a 10 month lease so it should definatly be considered pif by now.  The machine should be mine free and clear now.  Her records show *** Advantage (Medicare) paid Genesis from May 2023- March 2024.
    *** is investigating.  You might want to get in touch with Laura, an American agent.  
  
  
  
  
  
  Regards,
  
  ******* ****
  

  Business response

  12/09/2024

  As we have stated in the previous email, we have only been paid a total of 10 months for the device, not two years that was stated in the previous response.  If you will send a copy of the online payment, I can check with the billing department again.  
  
  We will also wait for contact from the *** rep that you have contacted to discuss this with them.

  Customer response

  12/10/2024

  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, reasons for rejection are included below.

  
  

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The census 11 had issues and I wanted them to replace it back with the census 10 and they said my doctor had to call with a prescription so he did and then they said my insurance wouldn’t pay for it but then I called my insurance and they said they would, and then they said they required another sleep study, even though I had a prescription for this device from my doctor I just think they didn’t want to exchange the machine. I had safety concerns and concerns that it was made cheap. It’s warranty was for only two years and my insurance only buys allows me to have one every five years

  Business response

  08/14/2024

  This patient received a NEW ****** ******** ** cpap unit in March 2024.  Since that time she has used it over 800 ours.  On 8/8/24 she came into our Jackson office with concerns of poor quality and wanted a ****** ******** ** unit instead.  Our registered respiratory therapist looked at the unit and no error codes were being displayed on the device & it appeared in good working order. The patient stated she wanted to just return the device after she had been using it over the last 4 months!

  We have been trying to work with this patient and I even had my regional manager call her yesterday to discuss options.  We have been trying to find a ****** ******** ** and we have told the patient this as recent as yesterday.  
  
    

  Customer response

  08/16/2024

  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. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a knee scooter for my sister who has a broke foot on 2/27/2024. We returned the scooter on 03/06/2024 because she was unable to use it. The scooter was not safe. On the second page of the paper given to us it says there will be a full refund if items are returned within 14 days. Genesis is telling us that it does not apply to rentals, however it does not state that on the agreement. Return policy states: All returns must be made within 14 days of the date of sale and must have the receipt for a refund. Refunds will not be made directly to the client for items reimbursed through the insurance. All special orders require 50% down and 15% restocking fee if returned. Sales order: *******

  Business response

  03/22/2024

  I have talked with the branch manager at our Winchester store about this.  This is what she stated...

  "She came in and wanted to purchase one. We went through the purchase price and return policy. Then the person that was with her suggested she rent it instead. I always explain that a rental is for the full month and even suggest that the person come in and try it to make sure they can use it because once it goes out we don't refund or discount because we still have to maintain and clean the item. The person wanting the refund was not the person that was going to be using it. She came back and wanted her money back siting that we told her we had a 14 day return policy. ****** tried to explain that the 14 day return policy was on the purchase and tried to remind her that we told her the rental was for a month as far as price. She left then came back in with her husband who was not present for the initial conversation when she rented it. I then explained to him and her again what the policies were and he pointed out the signature page that says about returning and I pointed out that the signature page was for billing insurance. He then asked what we would do and I again explained that the rental items are for a month and he asked for the corporate number and my name and abruptly left. She also left and said she would be calling my boss. I told her I was sorry she was upset but I can't go around policy."
  
  I would be willing to pro rate the monthly rental for the time that the had the item.

  Business response

  03/26/2024

  Our policy states for items that are "purchased" you can return within 14 days.  This does not apply to rental items, which is what this was, a rental item.  Therefore I would be willing to pro-rate the "rental" for the amount of time the patient had if before returning it.,

  Customer response

  03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  the Return policy on our receipt reads as follows. No where does it say “purchased” as you mentioned in your response.

  i expect a full refund.

  “Return Policy: All returns must be made within 14 days of the date of sale and must have the receipt for a refund. Refunds will not be made directly to the client for items reimbursed through the insurance. All special orders require 50% down and 15% restocking fee if returned.”

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had an order sent in by my doctor on 2/28/24 and as of today 3/8/24 (9 days) Genesis has still not begun processing the order. I have called 3 times to receive an update and have been told they are waiting on insurance verification. I have called my insurance provider to verify this and they have informed me they have received no requests. If the facility is backlogged they should be referring patients to a different facility while they get caught up. It is important that patients can receive medical devices in an appropriate timeframe to begin therapy as prescribed by their doctors.

  Business response

  03/22/2024

  I have checked into this and we had a backlog in insurance verifications which caused this some delay.  I do know the patient was setup on 3/18/2024.  I spoke with the supervisor over the insurance department and anything over three days is to be brought to his attention going forward.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In late September, I ordered replacement pieces for a CPAP machine and went through the entire transaction online with no indication or invoice of charges for the items. I received an invoice almost 3-4 weeks later (end of October) stating that I owe $166. Over nearly a two week period (November 2-12) I attempted to follow-up with Genesis about the charges and that I would like to return my items for a full refund. I could not get anyone to answer my inquiry or follow back up with me. I had to take the initiative and follow-up with Genesis only to be told that I cannot return items past 30 days of ordering. I believe this was misrepresented in the initial ordering process because had I known I was going to be charged I would have never ordered the items. I am seeking a full refund and return of supplies.

  Customer response

  12/04/2023

  Unfortunately, I don't have any communication documentation as everything was done (or attempted) over the phone.  I can take screen shots of the calls or attempted calls I made if that would help?

  I did however submit an formal complaint on Genesis' "Contact Us" page about 2-3 weeks ago, but I have yet to receive a response back. I also followed-up with them a week later with still no response.  Unfortunately these submissions are only submitted to Genesis and a copy was not sent to my email.

  Business response

  12/13/2023

  I have researched into this account and talked with the respiratory therapist in Waverly who has tried to return calls to this patient (11/6/23 at or around 9:46 am).  I have looked at previous orders for this patient and the patient has had copays before for supplies and has paid them.  One example is 5/31/23 "patient paid copay of 67.47 on card ending in **** on sales order number ********.  So this patient has had copays in the past on supplies and has paid them for supplies.  I am not sure who the patient has spoken too in the past since we have not been given any names.

   

  In regards to sending us an email through our website, it was down for some time and we recently got the hosting company that we use for the website to fix it and we are no getting messages through it once again.

  Business response

  12/14/2023

  The only way we can consider the refund is if the product is returned to our store and the items are unopened.

  Customer response

  12/19/2023

  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, reasons for rejection are included below.
  
  

  Items have already been opened because I was advised they could not be returned after 30 days.  There was no mention of items required to be unopened.  Also, I already had the items for 3-4 weeks before I received the bill charging me so how was I supposed to know not to use the items? In addition to the time it took to receive the bill, it also took me two additional weeks to even get a response from the company about this inquiry and finding about the 30 day return window which I was already past. Even though I was told multiple times “someone” would get back with me.

   

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

  Business response

  12/20/2023

  If the packages are opened then we have no guarantee that they have not been used.  Due to this fact we cannot take the product back.  If we cannot take it back, then we cannot issue a refund.  I am forwarding all this information to the **** Attoorney Generals office as well.

  Customer response

  12/20/2023

  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, reasons for rejection are included below.
  
  If a refund cannot be issued, what about a credit towards my account/equipment rental?

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a paraplegic I have a primary chair which is new from 2020 and a backup chair which is more than 5yrs old. both chairs have problems with the wheels, but the primary chair is worse than the secondary chair. The primary chair malfunctioned in August of 2022 it was repaired but after 2 weeks found out the same problem still existed. I am told they are waiting for parts but I am still waiting on June 29, 2023, as I am using the backup chair which has a similar problem. I am afraid to go too far in these wheelchairs and need to solve this problem.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a walker that had a 500lbs weight limit, I weigh 300lbs and the wheels have gone bad already. They promised to send me replacements but I never got them.

  Business response

  11/04/2022

  I spoke to the manager of our Hillsboro store and this is the first she has heard of this issue with this patient.  She tried calling twice this afternoon and someone on the number given picks up and then hangs up.  We will attempt to send out a driver Monday to assess the walker.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lift chair on December 27, 2021 for $749 shortly after it was delivered we began to notice it would drop suddenly when using it. I contacted Genesis immediately and they sent the person who makes their deliveries to look at it. The chair did not drop while he was checking it out. We continued to have a problem with it so when contacted a second time he still could not see what it was doing. He took down the serial number and information and took it back to the office. I never heard anything more from Genesis so I called multiple times and they said they were contacting ***** (the company they get the chairs from) and that ***** would be sending someone from the company to look at the chair. It has been over 3 months since then and no one has come or called. I called Genesis back on 8/3/22 and they said that ***** had cancelled the order because they had been unable to get in touch with me. I am rarely not home and always check my messages and I have not received any calls from *****. I asked for the phone number for ***** from Genesis and she did not have it. I asked how she got in touch and she said she emailed them. I asked for the email address and she refused to give it to me. I used the internet to find ***** and called them myself. They said they had not been able to reach me. I verified they had the correct phone number for me and they took the information from me and did say who or when someone would get back to me. On 8/4/22 Genesis sent the same delivery person to pick up oxygen equipment and while he was here my husband used the chair and he witnessed the malfunction at least twice . He was very shocked and took down the information to take back. We have had several Health aides witness it as well. I am very frustrated with the situation and should not have to deal with this while taking care of my husband who is now on Hospice care at home. I would like to be refunded my full amount of money and have them pick the chair up.

  Business response

  08/22/2022

  I am looking into this issue and will respond shortly.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Genesis in ********* ** exchanged my nubilzer machine for a used nubilzer. As well as exchanged my oxygen machine for another used oxygen machine. The equipment they order to sell doesn't last very long. When either equipment isn't working properly in exchange you get a used machine. First time I've received a used nebulizer machine it came in a plastic bag and you can visibly see it's used equipment . However, oxygen machine has been switched out for used machine numerous times. Each device may last 3-6 months and you're calling for replacement. Sadly, Genesis is the only oxygen and home medical equipment business in ***** County and services for surrounding areas taking advantage of customers and their medical insurance payments. I've had prior complaints with Genesis to the point I called their main office to make a complaint. Doesn't do any good. Since August of last year (2021) I've asked for a new cannula (nose piece) for my emergency oxygen tank that has a double end pieces that hooks to the conserver piece. I continued to not get a new one with "I make sure it's delivered tomorrow " and tomorrow never comes. Every month I ask for one, call back, to get same response. I had to use cannula even after I've exhausted myself every month explaining what I needed & being it was used when I had covid-19 in August 2021. I finally got a new cannula for the tank last month after nearly a year of asking as well as continued complaining. When you're sick you shouldn't have to reuse cannula. With covid-19 being as it is used equipment for oxygen customers seems risky.

  Business response

  08/22/2022

  I am looking into this for you.  Please be aware that just like items that are used in the hospital (like hospital beds, wheelchairs), nebulizers and oxygen machines are items that are made to be used and reused.  We have a cleaning procedure that we use when these units come back to us before they go back out on patients.  I do kow you can go into the ********* store to get disposble supplies like cannulas, nebulizer kits, etc as needed.  I am also reachiing out to the ********* manager as well.

  Customer response

  08/23/2022

  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, reasons for rejection are included below.

  August 23, 2022 oxygen machine that was replaced stopped working.  Called for another replacement. I'm waiting for someone to come and get it. July 30 to August 23 howl long reused one stopped working 
  
  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. ↩