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Business Profile

Medical Equipment

Broadway Medical

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 received a **** from this business and paid $361 upfront as they said that would be my co-pay. they never provided me proof of billing my insurance or how much my insurance paid them, although I asked. They also made many gaffs related to ordering the wrong equipment, delivering to wrong address, not packing parts of my equipment into my bag before sending me home with it (twice) and not calling me, etc. never once did anyone ever apologize for their errors. At some point my doctor failed to submit paperwork for a renewal with my insurance and so Broadway continued to bill me for everything, which is fine. The problem is their numbers don't match what my insurance numbers are for allowable costs. I have gone into the business, called the business, sent a formal letter requesting they talk to me, but all they do is keep billing me. I need to know why they didn't bill my insurance for the equipment during the 6 months that they had approved payment. Their bill also didn't even show the $361 I had paid to them in February, nor the costs associated with the payment. I have paid some on the account and have told them I need to talk to someone before I can pay more. This has been going on now since October and no response to my voicemails (left directly with staff in office and also with answering service) my visit to the office to speak to someone, and my letter dated November 18, 2024 and a final call December 3rd that wasn't returned. I am not sure what I am supposed to do now, other than just pay the bill, but until I verify the accuracy of the numbers, I can't do that. I have seen enough incompetence at this business not to trust that if I paid them too much I would ever get it back. any suggestions you have to resolve this would be most appreciated.

    Business Response

    Date: 12/12/2024

    It looks like there have been several mistakes made on our part, and I am sorry for that. This is not a very good reflection of my business and how I want customers to be treated. I received your letter and gave it to my insurance billing representative. She went through your account and on Nov 27th attempted to call but your voice mail was full.  I am not able to go into detail about your account on the ******************** platform because of HIPPA laws. I would like to get this issue resolved and need to know what the best way is to communicate with you. If we get your approval, we can use email or would you prefer USPS. 

    Customer Answer

    Date: 12/12/2024

     
    Complaint: 22663022

    I am rejecting this response because: I still haven't received a call or email. if my phone voice mail was full when someone called me once, why haven't they tried again since then, or emailed?  I am relieved to read the owner's response and concern, but until I actually receive a call or email, I can't say I accept the response because it isn't really a full response.

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:05/04/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On 11 April, 2023, I returned a tub grab bar that did not fit my tub. The clerk said it would take 1-2 weeks to be reimbursed the $41.46. It's now week 3 and I have not heard a peep out of them. Where's my refund?

    Business Response

    Date: 05/08/2023

    Hi *****, I am sorry for the delay in your refund. See the attached check copy which will go out in todays mail.

    Thank you for you patients.

     

     

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