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Business Profile

Orthopedic Appliances

Pacific Medical, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Orthopedic Appliances.

Complaints

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

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Pacific Medical, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 98 total complaints in the last 3 years.
    • 49 complaints 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:04/12/2023

      Type:Sales and Advertising 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 8/22/22 I received a hib brace from Pacific Medical, *** that was medically required for my hip surgery that I had to repair a labrum. I received an EOB from my insurance a few months later showing my insurance had not covered any of the amount. I then submitted a claim to my insurance and attatched a drs note so that the brace could be covered. On 3/3/23 I received my first bill from the company saying I owed $56.64 PLUS a $25 late fee. This was the first bill I had received so I was unsure on why there was a late fee. I called the company today 4/12/23 asking for the late fee to be waived and I could pay the bill off in full. The woman I talked to would not waive the fee and told me the company had been billing me and sending me bills since November 2022. I explained to her that this was the first bill I had received but she did not believe me. I looked on my account with **********************, *** which lists all the invoices the company has sent. It showed only 2 invoices one on 3/3/23 and the other on 4/4/23 both showing the total with the late fee added. There was no invoice without a late fee. I am happy to pay my bill in full but I do not beleive I should have to pay a late fee when I had never even received an original bill.The company was not helpful and rude when I was trying to explain to them I had not received any bills from them before the late fees were added.

      Business Response

      Date: 04/24/2023

      Hello,

       

      I have called the patient and left a message for a return call, we have no issue in waiving the late charge.

       

      Thank you,

       

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

      Pacific Medical, Inc.

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

    • Initial Complaint

      Date:03/29/2023

      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.
      I keep receiving calls from Pacific Medical, *** to pay a bill that I have already paid. I have a copy of my bank statement showing that I paid this and they have received their money. I paid it on 2/17 for the amount of ****** with my **** of America card.

      Business Response

      Date: 03/31/2023

      Good afternoon,

       

      I have spoken to the patient and we have resolved this matter.

       

      Thank you ,

       

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

      Pacific Medical, Inc.

      Customer Answer

      Date: 03/31/2023

       
      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:03/22/2023

      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.
      I just received, or should I say my 8 year old son just received a bill that is apparently delinquent and not in good standing. We have never had a bill and considering this isnt even our mailing address. It was just a fluke that we received it. We have also never been to Pacific Medical. I was able to speak to one person and she said they bill for other hospitals. It almost sounds legitimate but for the facts that they dont have my name, our secondary insurance, or our mailing address, and the bill is addressed to my 8 year old. I asked her to contact the hospital we use and have them confirm that this is an actual bill. She wouldnt and she also couldnt satisfactorily explain why she didnt have all our information. She said the hospital isnt allowed to give them that information. Im not sure how she got any information then. Its a small bill, I wouldnt have no problem paying for it, without the late fee since they have been sending this to the wrong address, even though the secondary insurance was never billed. Im just not satisfied that this is a real place and she wouldnt work with me at all, it would just take a call to my hospital. My hospital said they have never heard of them so you can see my skepticism.

      Business Response

      Date: 03/23/2023

       

      Good morning,

       

      I have spoken to the patients mother and went over the account. We have written off the balance as a one time goodwill gesture do to the circumstances surrounding this particular order.

       

      Thank you

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

      Pacific Medical, inc.

      Customer Answer

      Date: 03/23/2023

       
      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:02/28/2023

      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.
      This is in regards for the medical equipment provided by Pacific Medical for 1/16/2023.Amount paid: $200.91 Pacific Medical charged my insurance $246 for Universal Thumb Lacer 7 inch, right *************************************************************, which they have on their site for $42 - $53. My insurance paid $8.19 and requested adjustment of $36.90, which in turn, Pacific Medical charged my underage daughter the full difference of $200.91.Ive contacted Pacific Medical twice speaking to the receptionist and lastly ***** who stated $246 is the contracted charge for the $42 wrist brace to my insurance, who then passes on the remaining charges to *** out our deductible of $200.Ive also contact the *********** where I received the medical equipment and they stated, they do not have control as to what medical equipment providers can charge and I should opt to pay cash at the *********** next time. *** also contacted my health insurance and they stated Pacific Medical can charge up to my *** deductible of $200.The nature of the dispute is for the high cost for the medical equipment of 500% over their retail price, which coincidentally is the same as my deductible. I would expect a more ethical charge for their products and are seeking a partial refund.The invoice # is CO14-CNJ686165.I've paid the amount in full on 2/28/2023, fearing further penalties based on numerous online reviews of Pacific Medical.

      Business Response

      Date: 03/13/2023

      Good morning,

       

      Pacific Medical, Inc. follows ******** and CMS guidelines when billing insurance, we do not set the prices per say. Ultimately the patients insurance coverage and policy determine out of pocket expenses. The amount paid was applied to the patients deductible, which they are obligated to pay according to their policy with their insurance carrier prior to insurance paying any portion of a claim. We are a contracted provider with the insurance company in question, no refund will be made, as it would alter the prior agreement that the patients has with their insurance company in regards to the deductible amount of the policy. 

       

      Thank you,

       

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

      Pacific Medical, Inc.

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

    • Initial Complaint

      Date:02/20/2023

      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 received a notice with a balance due of ***** and a late fee of ***** for a total of *****. It says the service was on 07/18/2022. The statement was received 2/02/2023. The notice states I am no longer in good standings and I am seriously delinquent. It doesn't say what I'm being charged for and I NEVER received any prior notices or bills relating to whatever mystery this is. How can I be seriously late if I was never given a proper bill to begin with? I am only receiving a first notice 7 months later and I don't even know what it was for and it's claiming I'm late?

      Business Response

      Date: 02/21/2023

      Hello,

       

      I called the patient and left a detailed message, we will remove any late fee as it appears we had an incorrect address. Waiting for patient to respond.

       

      Thank you,

       

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

      Pacific Medical, Inc.

    • Initial Complaint

      Date:01/25/2023

      Type:Billing 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 paid a bill on a statement sent by Pacific Medical, *** last month. The payment was by phone, with a credit card.Phone Payment Confirmation number: ********* Credit card transaction number: BS9TQ2K3.However, the bill was shown unpaid on their side. I called them three times and they told me:1. They didn't get a payment 2. They refused to check the confirmation number 3. They refused to check the credit card transaction number 4. They claimed that if the credit card payment shows only "Pacific Medical" without "***", it was not them.So I want them to PLEASE confirm:1. If the payment confirmation number exists, AND 2. If the credit card transaction number exists If either of them exists, please update my payment to my outstanding balance.If none of them exists, please email me a WRITTEN CONFIRMATION explaining they really didn't receive the payment. So I can submit a dispute to the credit card company. AND also provide me with another, more reliable payment method.The Billing Statement, Print of the Transaction, and Credit Card Statement containing that payment are attached.Thanks

      Business Response

      Date: 01/27/2023

      Good morning,

       

      After further review with the information the patient has provided we have located that payment in question and will apply to the account. No further statements will be sent. Should you have any questions or concerns please feel free to contact me directly.

       

      Thank you

       

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

      Pacific Medical, Inc.

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

      Customer Answer

      Date: 01/27/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my concern, and find that this resolution is OK to me.

    • Initial Complaint

      Date:01/18/2023

      Type:Billing 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.
      7-31-22 I was given a sling from an urgent care center not notified about pacific medical extra bill unrelated to urgent care bill. I find this an extremely deceptive practice. $23 paid (billing arrived 6+months late) (paid for 12/30/22)1-4-23 current owe another late ($25) fee for same bill already paid.Now says I owe $48 for already paid bill.

      Business Response

      Date: 01/18/2023

      Good morning,

      I reviewed the account in question and the balance has been satisfied, the payment simply crossed with the statement that was sent. If you have any further questions or concern please let me know.

       

      Thank you,

       

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

      Pacific Medical, Inc.

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

      Customer Answer

      Date: 01/20/2023

       
      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. However its ridiculous anyone receiving medical care and specifically slings, boots, etc, should have to ask the doctor for a breakdown of the billing costs. I did not know I would be doing business with this company and I will not willingly do so in the future. Now I must be vigilant while vulnerable and recovering from injury, that should be of great concern to everyone.

    • Initial Complaint

      Date:10/28/2022

      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.
      My husband went to an ****** care near **** after sustaining a shoulder injury in early July 2022. While he was there, he was given a shoulder immobilizing sling. The way he remembers it, the sling was just "given to him". There was no mention of cost/pricing or that there would be an invoice sent later for the sling (Red Flag). We just now (3-4 months later) received an invoice for the sling with an invoiced amount of $120, and thanks to insurance, we would "only" have to pay $70.80. I just looked up the EXACT sling on the SAME Pacific Medical *** site, and it costs $23.00 on their SAME website. So we are being asked to pay $70.80 (would have had to pay $120 if not for some insurance help) for an item that costs $23 from the same supplier. Please help me understand how this is not illegal in some fashion? I'm not sure if it's called price gouging or some other term, but there has to be recourse for this. It's not that I can't pay, it's the principle. The link for the same sling is: https://pacificmedicalbrace.com/shoulder-immobilizer-with-web-strap/

      Business Response

      Date: 10/31/2022

      Good afternoon,

       

      I have reviewed the account in questions. The amount of $70.80 was applied to the patient deductible by their insurance carrier which is patient responsibility, and based on their policy coverage. We bill insurance companies per ******** and CMS guidelines, which rake several variables into account, having the item readily available when needed, billing the order to insurance on designated forms, providing medical records on request to mention just a few, it is a far more complex transaction than a simple cash and carry order.

      All that being said we are willing to discount the item in question To $50.00 as a one time goodwill gesture. Should you have any further questions or concerns please feel free to contact me directly.

      Best regards,

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

      Pacific Medical, Inc.

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

      Customer Answer

      Date: 10/31/2022

      I am rejecting this response because: the pricing (whether is follows CMS guidelines or not) is astronomical. The sling is $23 on their website and to "make it readily available" by distributing it to urgent cares and hospitals would probably add a few dollars to the price, not increase it to $120 or anywhere close. "Billing the order to insurance" wouldn't increase cost as you are simply faxing or emailing. "Providing medical records" doesn't add cost either as almost all medical records are electronic or you just fax them. So I'm still very much at a loss to why Pacific Medical *** believes their "costs" could increase 421%. Using ********* and CMS guidelines" for billing insurance companies just means you're ripping the insurance companies off too...and then I pay the brunt of what they won't pay. The sling probably costs a few dollars to make, honestly. But I'll stick to the $23 cost that is on the website. At maximum, $25 with some "distribution costs" added in. I will also be looking to the urgent care's policy on transparency of costs and not just giving away items that will be billed at high costs after the fact. I should probably look into the **** guidelines" for pricing as that appears to be a huge money pit as well.

      Business Response

      Date: 10/31/2022

      Good afternoon,
      Unfortunately, $50.00 is as low as we can go in this instance and is very reasonable given the circumstance. I am not going to get into particulars with you over this, but I can assure you that the administrative costs involved in billing an insurance company are not trivial, and ************ take those costs into consideration. I have discounted the item to $50.00 and you will be receiving a new statement with the adjusted price, please make your payment timely to avoid additional charges.

      I can send you a copy the Patient Product Agreement that was signed by *****, clearly stating that you were free to purchase the item wherever you desired, that insurance would be billed, and that you would be responsible for charges deemed patient responsibility by your insurance.

      Thank you,

      ***********************
      Pacific Medical, Inc.
      **********************

      Customer Answer

      Date: 11/02/2022

      I am rejecting this response because: Pacific Medical *** has yet again failed to shed light on how the costs of getting a medical product in urgent care increases the cost by 420%. And then offering me an arbitrary lowered price of $50 without any mention of how $50 is the appropriate price either is again deceitful. It is highly unfortunate that you "won't go into any of the particulars" as it is the exact thing I am looking for from you. Either you hiding the so called "costs" from me (and others) for some deceitful or condescending reason, or your company is so mismanaged that you don't even know how these costs are accrued. Offer an appropriate breakdown of your costs or this will not be resolved quickly. Please also send me that Patient product agreement and as I will be contacting the urgent care as well regarding this issue.

      Business Response

      Date: 11/08/2022

      Good morning,

      Please see attached Patient Product Agreement, I highlighted the BOLD print, your husband should have a copy of this document as well.

       

      Best,

       

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

      Pacific Medical, Inc.

      Customer Answer

      Date: 11/09/2022

      I am rejecting this response because: Pacific Medical *** has still yet to provide documentation on how they can up-charge the same product by 420% by dispersing it in an urgent care.  Please provide specific details on how costs can increase by that much for the exact same product that is sold on your website for only $23. I will go to news outlets and talk to lawyers regarding this matter if you don't provide this information.
    • Initial Complaint

      Date:10/20/2022

      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 visit one of the clinics of ************************** at ************************************************************************** (in-network clinic) for my injured knee on 4/16/2022. I provided my primary insurance information to the clinic during the visit. And after about a month or two, I received a call from Pacific Medical, Inc. asking me to pay a bill of $143 for a knee brace. I told them I have primary and secondary insurances that will cover it. And I mailed the insurance information (6/28/2022) around the same time I got the call. Today 10/22/2022, I received a call from Pacific Medical, *** telling me they didn't have my insurance information and it had passed the 3-month billing period for them to bill it. They insisted on charging me $143. My account number is *********************, a similar hinged knee brace only costs about $30-40 on Amazon.I am willing to settle this, but the services when dealing with my insurance information and the price of the knee brace are unacceptable.

      Business Response

      Date: 10/21/2022

      Hello,

       

      In reading the notes on the account, it appears that we spoke with the patient back in June, and he stated that he would make a payment. We also called late in the month of June, in August, and in Sept., but calls were not returned. At this point it is too late for us to bill insurance per his insurance carrier. As a goodwill gesture we will accept $72.00 as payment in full to close out the balance, please advise if this is acceptable and I will adjust the billing accordingly, or feel free to contact me directly.

      Thank you,

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

      Pacific Medical, Inc.

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

       

    • Initial Complaint

      Date:10/19/2022

      Type:Customer Service 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 treated at a *********************** facility in ****** ******. They provided several pieces of durable medical equipment (crutches, boot, and knee brace) when I had my emergency visit. VA healthcare authorized the visit and has authorized the company called TRIWEST (company who handles all VA Healthcare payments) to pay the full contracted amount. Pacific Medical received payment when they billed for the crutches and the boot. They then sent a separate bill for the knee brace. I have contacted both parties and the *** has confirmed once the bill is received, they will pay it. I have communicated this to Pacific Medical and reiterated the authorization number and to bill to TRIWEST. They refuse to comply. They have informed me that they used my information to bill ********West and that the remaining balance is from my copay. They were never authorized to bill ******** They are exclusively to bill TRIWEST. So, Pacific Medical has billed the wrong insurance and refuses to correct their mistake. They are now demanding that I pay out of pocket. They are also lying and telling me the VA Healthcare will reimburse. I checked with VA healthcare. They reiterate that has never been the case and if I pay out of pocket, then there is NO reimbursement option. I can't get Pacific Medical to help because they think I am just some useless Vet that will pay if they pressure enough. I am a student and don't have extra money to waste. Please help and encourage them to bill the appropriate party TRIWEST as they have been repeatedly (over a year now) been requested.

      Business Response

      Date: 10/20/2022

      Good morning,

      This matter has been resolved and no further billing will be sent to the patient.

      Thank you

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

      Pacific Medical, Inc.

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

       

       


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