Complaints

This profile includes complaints for Pacific Medical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pacific Medical, Inc.

  PO Box 149 Tracy, CA 95378-0149

• 

  Pacific Medical, Inc.

  1700 N Chrisman Rd Tracy, CA 95304-9314

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:12/14/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  On 10/30/23 I was given a shoulder sling at my in-network hospital. I could not move my arm or sign anything so a paper was given to a family member to sign for the sling. Unbeknownst to me, they signed a form that said I could be billed for this out of network item. My insurance does not cover out of network anything. I now have a $148 dollar bill to pay for a $23 item when I went to an in network hospital to begin with. DOES NOT SEEM FAIR to do this to patients in pain. I called the company when I figured this out and they said to call back later. I called back twice and left a message once and sent a message on the contact us form -- all during business hours. No response yet.

  Business Response

  Date: 12/19/2023

  Good morning, 

   

  The notes on the account indicate that the patient was sent a questioner from their insurance, the insurance is waiting for the questioner to be returned prior to processing the claim. Please contact your insurance for further information. Should you have any further questions or concerns please let us know. 

  Bet regards, 

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

  Pacific Medical, Inc. 

  Customer Answer

  Date: 12/19/2023

  I am rejecting this response because:  I have contacted my insurance representative and they are not paying this claim from Pacific Medical because Pacific Medical is out of network for me (even though I went to an in-network hospital as previously noted).  I already communicated my insurance representative's response to Pacific Medical's *********************** via email at Fri, Dec 15, 8:51?AM.
  

  Business Response

  Date: 12/20/2023

  Hello, 

   

  We are a cotracted provider. Please have your representative contact me directly if you have further questions. As I stated the insurance company is looking to see if a third party has liability, Some kind of accident or something of that nature. Please contact them about the questioner. 

   

  Thank you, 

  *********************;
  

  Pacific Medical, Inc. 

• Initial Complaint

  Date:11/28/2023

  Type:Product 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.

  My daughter was seen in the ** 9/9/2023 for a broken arm. The ** offered an arm sling. They did not disclose pricing or who the supplier was. Surprise to me when I received a bill in the mail for $148, with an insurance adjustment of $69.27 with a remaining balance of $78.73. A quick ****** search of the part number for the sling, $23.00. How are they able to upcharge that much just because you have insurance? I could have gone to my local ******* and picked one up for $10-$15. I am more than happy to pay the $23.00 this arm sling shows it costs online.

  Business Response

  Date: 11/28/2023

  Good afternoon, 

  I have reviewed the claim in question. As stated, the amount of $78.73 was applied to the patient's deductible which is patient responsibility per their insurance policy. An online purchase is a very different, simpler transaction than billing one's insurance. Insurance billing requires many different items, patient records to prove medical necessity, specific forms are also required, among other things. That being said we are willing to accept $50.00 as payment in full as a onetime goodwill adjustment. I have also attached the signed Patient Product Agreement, which clearly states that the patient was under no obligation to accept the item in question and could go to any vendor of their choice. If there are any further questions or concerns, please feel free to contact me directly. 

  Best regards, 

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

   Pacific Medical, Inc. 

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

   

  Customer Answer

  Date: 11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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.

  On 07/14/2023 I was wrongly billed a statement for service fees that should have been directed to VA ************** as every other bill regarding my Achilles surgery was. Pacific Medical continues to attempt to collect from me what they know should be billed to VA. I have spoken to them before after getting the run around regarding a separate service bill. I have spoken to the twice previously and have left three different voicemails with them that have yielded no response back from them with an attempt to resolve this issue, but rather I received another bill statement NOTICE being told that I will be charge a $25 late fee on top of the $360.18 balance due for account number ********. This company is purposely avoiding following up with me to correct this long-running error on their part and I am beyond frustrated with their unprofessionalism. Again, they are supposed to be billing VA ************** regarding any and all charges, but refuse to do so.

  Business Response

  Date: 11/28/2023

  Good afternoon,

  I have reviewed the account in question. Unfortunately, the VA will NOT cover DME, they have their own DME so they will not pay a separate provider for such things. Pacific Medical, Inc. at this time is willing to accept $280.00 for all items received as a onetime goodwill adjustment and waive any late fee charges. Should there be any further questions please contact me directly. 

  Thank you, 

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

  Pacific Medical, Inc. 

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

   

  Customer Answer

  Date: 11/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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 have received multiple bills for a post-surgical boot. The bill has a place to return insurance information, which I have done. It has an email address but that only responds with a generic form email. They have a phone number but it just leads you to leaving a message. Now they have levied additional late fees without even attempting to bill my insurance. This company has not made any attempt to get this paid by insurance and has given me no avenue to dispute the bill or resolve any questions.

  Business Response

  Date: 11/16/2023

  Good afternoon, 

   

  I have reviewed the account in question. The insurance received from the patient states that durable medical equipment is an exclusion from his plan. We are willing to remove the late fee and will except $90.00 as payment in full. A discount has been applied and a new statement will be going out shortly. I also called that patient and left a message should he want to contact me directly to further discuss. 

  Thank you, 

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

  Pacific Medical, Inc. 

   

   

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After removing the cast for a broken hand, I was given by my doctor a wrist brace. The doctor said that my insurance would cover it. The same item can be bought on Amazon (or at CVS) for around $25. Pacific Medical charged me $157! Is this a legalized scam?

• Initial Complaint

  Date:08/18/2023

  Type:Order Issues
  Status:

  AnsweredMore 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 received a bill for a heel lift that my doctor had given me from an injury that had occurred. When he gave me the heel lift he said that it my make things better but I didn't have to use it if it didn't help. The heel lift was clearly cheaply made but I took it as an afterthought and went along my way. I signed a paper that read that I would be responsible for payment if my insurance company did not cover the heel lift. I wasn't concerned because I had seen much better quality products of the same type at CVS before and the cost is typically $5-15. When I got the bill it was $76. I called the company to speak to them about the price. I was willing to pay but I wanted them to know that I felt like I had been scammed and was unhappy about it. I left my information and awaited a call back. The call never came and now I received a new bill with a $25. late fee attached. I called back to speak and after a back and forth the person on the phone let slip that had I paid for the product when I received it, it would have cost me $15. Since it went through insurance they charge much more so that the insurance will pay more. I noted that the insurance denied the claim (most likely because it is absurd to pay $76 for a product that costs $15) I also looked online and used the part number to do a quick ****** search and found the exact part for $12.99. Had they told me that the cost was $15. but if I sent it through insurance it could inflate to $76. I clearly would have paid the $15.

  Business Response

  Date: 08/21/2023

  Hello, 

   

  Seeing as the items was non-covered by insurance typically, we would have discounted this to the cash pay price of $26.00, it appears that this was missed. We are issuing a refund check in the amount of $50.00, please allow up to 4 weeks to receive. 

   

  Thank you

  *********************;

  Pacific Medical, Inc. 

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On Jan 3, 2023 I was seen at Sansum Medical ****************** in ******************** for a knee sprain. They provided a knee brace without any mention of cost or whether it was covered by my insurance or its cost. When I received the insurance statement I saw Pacific Medical billed my insurance for $675 for the brace. I looked up the brace online and it is available for under $100. On Pacific Medical's own website the brace is available for $291 which is still substantially more than I could buy the same brace online or from a CVS. How do you inflate a bill for a knee brace from $291 to $675? That is a mark up is completely excessive and price gouging of patients. I am a senior citizen with a modest income and to be charged such an excessive amount is abusive. I called Pacific Medical many times and you never get a person, only voicemail. In March someone finally returned my call and she said not to worry the insurance paid $174.71 and the *** due was zero. Last week I suddenly received at statement from them and now suddenly they are billing me $500.29 after they said the balance was zero. I have called and called and just get voicemail and no one will return my call. How can they inflate the price so much? How can they say the bill is paid and then 3 months later send a new bill for $500? This company never answers their phone and you cannot get anyone to respond. I am willing to pay a reasonable amount but when the brace is listed on their own site for $291 how can they bill $675? This company seems to just be interested in ripping patients off and not willing to speak with them or bill patients a reasonable amount for a knee brace I could buy at CVS for under $100. I hope you can help find a mutual solution to this issue.

  Business Response

  Date: 08/28/2023

  Good morning, 

   

  I have called the patient and left a message so that we can come to a resolution, I am waiting for the patient to call me back, 

   

  Thank you, ****

• Initial Complaint

  Date:08/02/2023

  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.

  The company states that there is "NO way" to dispute the price of a claim and they do not have a dispute department. They are billing me for $400 for an item that costs $46 on Amazon prime. I would like to work with them and pay $50 for the item which is a fair cost. They are trying charge 10 times the cost of the item. I was not informed of the cost of the item when provided to me when I broke my bone in the medical office. They should have to disclose the price of the item. Please assist.The insurance company already padi them $188.10 for the item that only costs $46. Please help me resolve this issue.

  Business Response

  Date: 08/07/2023

  Good morning, 

   

  i have reviewed the account in question. The insurance did not make a payment, they discounted the item in question to $216.09, that amount was applied to the patient's deductible which is an out of pocket expense and patient responsibility. Buying something online is a very different transaction than having something billed through an insurance company as a medical claim, and there are several more steps involved as well as administrative costs. That said we will offer the patient a one time goodwill gesture discount and accept $110.00 as payment in full on the account. If there are any further questions, please contact me directly. 

   

  Thank you, 

   

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

  Pacific Medical, Inc. 

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

   

   

  Customer Answer

  Date: 08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  

  Thank you for your time and consideration.

  VB

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  On 7/24 at 1pm, I started to try to contact **************** to make appointments for post surgery physical therapy. I was put on hold for over 40 minutes, then transferred to the PT department, for which I waited another *********************************************** if I wanted a callback. I responded Yes. No callback.On 7/25, I started calling at 8am. I called pacmed at *****************-621-4080, as well as their corporate office. So far, I have been put on hold for over 5 hours. I received a call back, then was transferred to the terminal hold again. The corporate offices have a non-working message system. There is absolutely NO WAY TO CONTACT PACMED! I have left yet another callback request directly with the PT ***** but again, no response. If this company has any desire to remain in the health industry, I'd suggest working phones, or the common decency to call someone back. Total waste of time, and totally unacceptable. When reading the complaints online, this problem has been going on for years. I'd appreciate a call from someone that wouldn't ignore my call, so I may make the appointments.

  Business Response

  Date: 07/25/2023

  This is for Pacific Medical Centers, NOT Pacific Medical, Inc. we do not have PT's we are a DME/POS provider. 

   

  Thank you!

  Customer Answer

  Date: 07/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 was given an order for ***** Therapeutic Knee highs from ****************************************************** ****** in *******. The nurse routed me to this center to fufill the order because it had to be fulfilled at a durable good center and said ******* pharmacy does not carry them. I picked up 2 pairs, one black and one beige. But they charged me for 4 pairs at $30 each. I called on 06/05/23 and they went round and round with no explanation as to the billing. Finally they said they would call me back in a week after they checked with the doctor's ******* They never called me back. I called the doctor's ****** and they routed me to back to the Pacific Medical **** as it was their error. After receiving the 3rd bill, I called today during Pacific Medical, ***** ******* hours and it just kept going into a recording loop. It appears they have double entered the items or used 2 separate line items for each pair and it resulted in 4 entries and double billing. I paid the undisputed amount on 06/08/23 and want the overcharges removed with a statement to show my account is paid in full. Attached are the 1st and 3rd bills.

  Business Response

  Date: 07/24/2023

  When items such as stockings are billed to an insurance, they ar billed individually, not as a pair. the stockings are $60.00 per pair, or $30.00 dollars each, and were billed correctly. If there are any further questions, please let me know. 

  Thank you, 

   

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

  Pacific Medical, Inc. 

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