Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:23/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a hospital bed from Ontario Medical Supply and returned it around the end or November. I received a bill for 77.89, which I paid. I then received my Master Card bill, which showed the above amount. I called and a credit appeared on my next statement.
  I then received a bill, dated December 31, with no invoice number,. for 333.85,. for rental for December. I phoned and spoke to *****. She checked and obviously confirmed the return date, because she issued a credit for the amount.
  I then received an invoice dated January 31, again with no invoice number, for 183.08, for rental from January 1 to the 17. I called and spoke to *****. He checked, and obviously confirmed that it had been returned, because he issued a credit.
  I received my recent Master Card which showed an amount of 333.89,
  posted on January 10. I phoned and spoke to ****** ****. He checked
  and said that it was for December rental. This is strange,. because I had received the above invoice and a credit had been issued. He said that he has my signature confirming the January 17 return. This is strange because both ***** and ***** confirmed the return date at the end of November. I did not sign anything and asked him to send my a copy of that. As of now, I have not received it.
  ****** sent my a copy of my account number ****** which showed two charges of 77.89, with only one credit for that amount. It also showed charges of 333.85 from January 10 and a charge of 105.09, which was for rental from January 1 to the 17.
  Either they have a lousy bookkepper, or they are a bunch of crooks.
  I would like to have my Master Card credited for the 333.89 and for them to close my account.
  I also think that somebody should look into their accounting system as they are not recording everything or are double billing. It is also strange that their invoices do not have numbers on them. This should send up some red flags.
  Thank you on advance for any help that you can give me.
  ******* ******

  Business Response

  Date: 11/03/2024

  Good day Mr. ******, 

  A complaint letter from *** was received March 8/24 pertaining to your concerns with billing on your account. Your detailed customer statement will be immediately forwarded to the Billing Department for resolution.  I will provide a follow-up response within 48 hours. Thank you for your continued patience while we work to address this matter. 

  Regards 

  ******** **** 

  Quality, Safety and Risk Associate, Quality Systems 

   

  Customer Answer

  Date: 14/03/2024

  
  
  Complaint: 21338954
  
  
  
  I am rejecting this response because:

  My rebuttal is, on Monday they said that they would get back to me within 48 hours. It is now 72 hours, with no reply. They have now charged an additional  amount of $105.19 on my current MasterCard which was shown on a recent statement as paid. The balance forward on that statement was $183.09. Where that number came from. I don't know. Two people confirmed that the bed was returned at the end of November, by issuing credits for the incorrect charges. All of the current charges are based on a return date of Jan. 17, 2024. This is based on a poor attempt to forge my signature to show the Jan. 17 return.

  Their billing department keeps issuing charges based on a forged signature.
  If  nothing else, this is illegal and if I don't get the $441.04 back, that they have incorrectly charged me, I think that the police should be brought in.
  
  

  Sincerely,
  

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

  Business Response

  Date: 14/03/2024

  Mr. ****** received delivery of equipment (electric
  hospital bed, half rail and mattress, toilet seat and cushion) ordered and
  funded by a health care program, delivered Oct 2/23 and Oct 3/23.
  The cost of the rental equipment was covered under the
  program until Nov 23/30.
  Nov 23/23 a Customer Care team member noted in his
  account that she spoke with his spouse to advise of the rental coverage ending
  and the option to rent privately, purchase or have the equipment picked up.  His spouse requested pickup of the toilet
  seat and cushion, thus ending the rental contract, and requested to keep the
  bed, half rail and mattress on a private rental, noted in his account.
  Billing for the bed, half rail and mattress began
  November 24/23 and ended Jan 17/24 once this equipment was returned to OMS as
  per the client’s request for pickup communicated to OMS on Jan 16/24.
  Members of our Customer Care Team, spoke to
  and reviewed with Mr. ****** the details related to all the equipment and
  rental periods ending for the funded (cost paid by a health care
  program) equipment rentals and those billed to Mr. ******’s account for
  the equipment rented privately.
  Members of our billing team ******* and
  ****** discussed with Mr. ****** transactions, invoices, and payments on his
  account to help clarify the details and address his concerns as he had
  preauthorized payments applied with his MC but also sent a payment by cheque,
  this “double payment” was refunded to his MC.   
  To respond to this complaint, we have communicated
  directly with Mr. ****** via the email address he provided. Included were copies
  of his rental invoices, a copy of a credit receipt to his MC, a detailed
  account of the charges and payments on his account and an outline
  of the equipment rentals to help further clarify and address his concerns, thus
  giving him opportunity to review and reconcile the transactions.
  All charges and payments were correctly
  applied to his account for the timeframe Mr. ****** had the rental bed, half
  rail and mattress in his home. Each piece of rental equipment is tracked by
  scanned serial numbers in our system.
  OMS does not conduct fraudulent activity, as
  is supported by the documents provided.   
  
  As a settlement we have elected to disregard
  the $77.89 balance owing on his account. 
  
  

  
  

  Customer Answer

  Date: 10/04/2024

  
  I have reached a satisfactory conclusion.

  Thank you for your assistance.
  

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