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:11/05/2022

  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.

  Received billing statement $675.90 for CPAP supplies which I did not receive and did not order. I canceled my account in November 5, 2021 due to lost of insurance coverage.Confirmation email received November 5, 2021. ************************************************

  Business Response

  Date: 04/30/2024

  Coastal Medical Supply contacts every patient before shipping supplies and all shipments are done with tracking.  We have a clear return policy that every patient receives when starting service with us.  As an in-network provider for nearly all insurance providers, including ********* we are required to follow all provider requirements, including complaint resolution.   Being in-network, we accept contracted payment assignments set by the individual insurance providers.
  
  Unfortunately, some patients choose not to understand their responsibilities as they pertain to medical equipment and supplies, which are sometimes partial financial responsibility, especially if non-compliant with therapy.   Again, these are not Coastal Medicals requirements or policies, but rather those of your medical insurance provider.  A detailed registration document is completed and signed by all clients of Coastal Medical Supply, explaining financial responsibility, compliance with equipment use, return policy and complaint resolution procedures.
  
  Your insurance should have provided you with an explanation of benefits itemizing what is being billed for and allowed. This oftentimes is available on your insurance provider's website or by mailed correspondence to you---from your insurance provider. It is the client's responsibility, not ours, to know what your insurance benefits cover and do not cover. This information is typically not provided via phone communication with our office. However, as a service to our clients, they can see their account billing on our website: **************************************************
  
  Choosing to take your complaint online is nearly impossible to reply to given HIPPA privacy laws.  This includes the BBB.  Complaint resolution should be handled as per your insurance provider policy.  

• Initial Complaint

  Date:09/04/2022

  Type:Delivery 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 9/6/2021 I received an unsolicited shipment of CPAP supplies from Coastal Medical Supply (CMS). Since late 2020 CMS has repeatedly called me to order supplies for my CPAP unit which I declined. I finally told them that I would contact them when I did need additional supplies. On 6/14/2021 *************** issued a recall on my CPAP unit, and informed me that a replacement unit would be sent. CMS continued to call me to try to get me to order supplies for my recalled unit. I informed them my CPAP unit was on the recall list and that I wouldn't order any supplies until I know what the replacement unit was going to be. After receiving an unsolicited shipment of supplies 9/6/2021 for my recalled CPAP unit I called CMS on 9/7/2021 to report the unsolicited shipment. ******* (sp) in Tennessee said she would refer my call to their Admin Section.I also called my Medical ************* to inform them of the unsolicited shipment. On 9/27/2021 I received a bill for my co-payment of the supplies and have been receiving bills every month. During subsequent conversations with CMS, I informed them that I did not order these supplies as my CPAP unit was on the recall list. They said to ship the supplies back to them, When I asked for a return label, they told my to deliver it to their ****** office on Nimitz. I informed them that I would leave it on the side of the road and if they wanted their shipment back, they could come and pick it up themselves.I have also filed a complaint with Consumer Protection.CMS has now referred my case to a collection agency who I have to deal with.This is obviously a scam to get rid of their inventory for the recalled CPAP unit that no one will order.

  Business Response

  Date: 10/07/2022

  We would like to help resolve this issue. Our records currently show you do not have any balance owed and have not received anything from us in over a year. We will have a team member call you to discuss further. You can also call us at ************ or email ***************************************

• Initial Complaint

  Date:08/01/2022

  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 told the company I do not need any supplies. They tell me the supply is free, I still said no because i still have a lot left. I told them if they ever send me anything, I'm not paying. I'll let them know when i'm ready. They **************** anyways and gave me a bill. I'm not paying s*** for stuff I didn't order.

  Business Response

  Date: 09/15/2022

  We would like to help ensure this issue is resolved. Please call us at ************ or email ************************************** so that we can further assist you.

• Initial Complaint

  Date:07/31/2022

  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.

  In December of 2021, an employee of Coastal Medical named ************************* shipped me an order of supplies. I did not authorize this order. She said my account was set up for auto supplies, which is not true. When I first purchased this replacement cpap machine, I specifically requested they NOT sign me up for auto ship. I watched the girl write this upon the contract. I did auto ship many years ago with my first cpap machine and regretted it because they ship you a ridiculous amount of new supplies and bill you for it. With this new machine, I went a year without receiving any auto ship orders, then suddenly this order shows up. I communicated with ************************* and advised her of her error. I asked her to send me a shipping label and I would return the box, which is unopened. She said she would speak with her supervisor. Since then, I have spoken to several people at Coastal Medical on numerous occasions about this order. I have had their employee named ****** (or something similar) hang up on me and pretend to be a different person when I called back and put me on hold, never to return. And they continue to call me to place an order, saying it is free.I still have the box they shipped, intact, ready to return if they send me a label. I did not place this order and I am not going to pay the shipping to have it returned. Now, they have sent this invoice to a collector, which will damage my excellent credit rating, and I am upset. I do not know what recourse I have, since the people I have spoken with are useless. I thought this issue had been resolved.This company is horribly unresponsive and their tactics are borderline illegal (or it should be). To ship an unauthorized order then demand payment, that is not right. I have also filed a formal complaint against them wit HMSA, my insurance carrier.

  Business Response

  Date: 09/15/2022

  We would like to help assist with this issue. We will have a manager call you to discuss this further. As well, you can email us at ************************************** to ensure this is resolved.