Complaints

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• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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 11/04/22 I placed an order with On The Mend for a hospital bed for my husband. I had a prescription from his doctor and was told that ******** would cover a portion of the bed. Upon placing the order I asked the sales associate how they would go about submitting the claim. She told me, they do not submit claims to ********, but she would email me a detailed receipt and that I could submit the receipt myself. I did all the paperwork involved and on approx. 1/3/23 I received a denial from ********. The reason stated was that On the Mend was not a ******** approved place of sale. WHY didn't On the Mend tell me that?? Why didn't they have me sign what I know have learned something called an ABN. Upon my rejection from ******** I attempted to call On the Mend. They said they had never received a call like mine stating my claim was denied. I pushed back and told them they darn well did know I would not be reimbursed. I am in a bad situation, caring for a husband in a hospital bed; we spent almost $2,500 on this bed which is our combined ******** income. I have an appeal in to ********, but I need help from you for myself, AND so that never ever happens to another person. If ******** denies my appeal, which I will hope will be decided soon, I would like to receive what ******** and my secondary insurance would cover, which I believe is pretty much ALL of their fee. Please feel free to contact me at my primary number or this cell phone number, ###-###-####. Thank you, ****** *****, for my husband Ronald Jones. I am medical and durable POA

  Business Response

  Date: 02/11/2023

  “Upon
  receipt of the complaint, we have spoken to Mrs. ***** and agreeably conclude
  that there may have been miscommunication from a newer employee that led to a
  misunderstanding of reimbursement from her ******** plan. We’ve agreed to a
  partial refund pending the result of her ******** appeal for the inconvenience
  and miscommunication. On The Mend has been in business for 7 years and has
  never received negative feedback or a complaint of miscommunication regarding
  acceptance or reimbursement from ********. We know our top-quality medical
  supplies and equipment are not covered by ******** and we strive to give our
  customers the best equipment and experience. “
  We have
  addressed this with our employee and believe she made the mistake of confusing
  private insurance with ********.
  We are
  confident this will not happen again.
  Thanks,

  Customer Answer

  Date: 02/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

  I have spoken to Liam, the owner of On the Mend. I have nothing in writing for an agreement. I am awaiting a response from my appeal of ********. Until then I do not feel comfortable closing out on this complaint. I still feel I was grossly misled and that the salesperson took the fall. This has caused me so much stress and I do have a sick husband in a hospital bed! We paid 100 percent out of pocket for this bed and that is equivalent to our income for the month. If Liam on the Mend would be willing to wait for the ******** decision that could take some time. If he wants to refund me before that time and close out the dispute that is his decision. 

  Business Response

  Date: 02/13/2023

  Hello, 

  I just spoke with Mrs. ***** and have refunded her ($1889.10) on her credit card to help her realize that I do not condone what happened whatsoever but I do believe there was some confusion about ******** due to lack of training. We have grown a lot in 7 years and this certainly got by us. 

  We have never ever had a complaint about being misleading or in any way using sales practices that are meant to harm a customer. 

  We have refunded over $200,000 in equipment buy backs because of a Reverse Rental Program we invented to help people deal with their loss and/or not needing the equipment for as long as they need. 

  I hope this gives her family comfort, as the refund was done in the hopes she understood we are not that type of company. 

  I can be reached at ************. 

  Sincerely 

  Liam O'******* Owner of On The Mend Medical