Reviews
Customer Review Ratings
Average of 9 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromAMY D
Date: 05/30/2024
1 starAMY D
Date: 05/30/2024
I agree with all the reviews. Terrible ***************** They use "offshore" people who cannot handle any patient inquiries. Never got a call back and have been trying for 3 weeks. I finally lied and said I was a Doctor to get somone on the phone. When I finally was able to return my supplies (wrong supplies sent), they claimed they would nopt accept an opened package but I opened it to see if it fit my machine only, not used. Now I dont trust them to recall the order based on the paperwork they reported and I requested as Return Receipt. I am also calling HMSA to complain to them. I already complained to my provider and new supply company. They did not apologize for any of this and seemed to just want money but not to help the patient. Lastly, their CPAP was recalled back in 2017 due to filter breakdown possibly giving cancer to the patients but no one called me from their team. I heartd it from my doctor. Their comment was: Why did I order the wrong supplies?Coastal Medical Supply
Date: 05/31/2024
***,
Sorry to hear of your experience with Coastal Medical Supply. Agreeing with "all the reviews" is a bit misleading. Eleven negative reviews over 3 years, with thousands of active clients is a pretty decent track record, in my opinion. Unfortunately, we cannot keep everyone happy.
We now live in a world economy and having 100% domestic staff is not a reality. Local companies, including HMSA and ******** Airlines, use, as you say, "offshore" people in the customer service departments. We have many customer service representatives, both domestically and internationally, who answer calls daily, as well as emails and chats---never getting a response back for 3 weeks is something we do not typically hear. Of note, there was no contact by you with our office for any reason between 2018-2023. If you had contacted us, perhaps you would have received information that you are suggesting we did not share.
The Philips recall was handled directly by *******. It is "their" machine, not ours. Links to the recall information were posted on our website as a courtesy and you should have been contacted directly by *******. We have worked diligently with thousands of our patients to get new equipment and supplies.
We look forward to resolving your complaint with your insurance carrier, as is our policy, as many details cannot be shared due to HIPPA rules here on the BBB website.
Review fromFaaolataga M
Date: 05/12/2024
1 starThe worst vendors as far as medical equipment suppliers! They send faulty equipment, they send wrong equipment (purposely as a retaliation for complaints), and are very, very rude!Review fromScott S
Date: 01/24/2024
1 starScott S
Date: 01/24/2024
This place used to be so good. *********** is so bad, they send you things you really dont need and charge you a lot. I have returned so many things and they wrote me a receipt but gave no refund. Please be careful/Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromJa W
Date: 09/15/2023
1 starJa W
Date: 09/15/2023
I always get a rate increase without notification. It seems like improper business practice to hike up fees and demand payment.Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromMary S
Date: 08/20/2023
1 starMary S
Date: 08/20/2023
We're never doing business with Coastal Medical Supply again. Having always paid with a check, the latest invoice is stamped, "AutoPay is On". We have never authorized this and when I called the company and did get a call-back (I was amazed) and was told that I had authorized payment on our credit card. I had not...not ever.I was transferred to the manager's line which went to voicemail. I asked for a call back and there was none. After threatening to report them they sent us an email confirming that I had turned off AutoPay with Coastal Medical. Since I never turned it on this struck me as odd. I'll be watching my upcoming checking and credit card payments carefully.The experience was incredibly frustrating and come to find out they are not even BBB accredited. We will not be using them for supplies ever again! Buyer beware.Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromCharles M
Date: 07/24/2023
1 starCharles M
Date: 07/24/2023
Poor service and unable to provide the right amount of supplies every 3 months yet they want you to Pay the deductable and collect the monies from your Medical Insurance. Very poor service and hard to work with. They should not be in the business. This is the type of company that should be investigated for fraud claims and not providing what is required.Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromJesse K
Date: 05/13/2023
1 starJesse K
Date: 05/13/2023
Extremely irresponsible and flaky practices unworthy of a medical distributor. Each time I have tried to coordinate my supplies before research travel, they have provided nothing but misdirection, even when I did literally all the work with the insurance company. I had to do this work since they seem to have zero idea about how anything is done in the healthcare world. Most of the management is located in *************** and ***** so coordinating would be complicated under ideal conditions, and conditions are far from ideal with these clowns. I spent the entire day on the phone with them and HMSA yesterday, and when I finally succeeded in obtaining an extraordinary unconditional authorization from HMSA--after Coastal sat on my request for over a week so as to make it impossible--it turned out that the shop is closed on Friday. I leave on Sunday, which they know, but they didn't know their own shop's days and hours. When you can't tell the difference between a provider and a predator, the verdict is clear=pure sleaze. Now I am without the supplies I need for 3 months exactly like last time. Sell candy or cigarettes if you don't care about people, but stay out of healthcare. Shameless.Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromBeldon K.
Date: 05/11/2023
1 starBeldon K.
Date: 05/11/2023
When Philips DreamStation CPAP was recalled in June of 2021, I stopped using the machine and ordering of accessories from Coastal Medical Supply ****** (CMS). Because I was in need of a CPAP replacement, I did get one from another company on O'ahu. Coastal Medical were notified. A few months later, CMS sends me a box of accessories for the old CPAP and a statement of what I owed. I contacted my insurance company of my concerns and issues. In the end, CMS said if I would mail the supplies back, which I did, then I would owe nothing. This was around April of last year. Well, it's *** of this year and I'm still getting bill statement in emails from CMS. This has to stop.Coastal Medical Supply
Date: 04/16/2024
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/review 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.Review fromCorina I
Date: 07/19/2022
1 starCorina I
Date: 07/19/2022
Products were never delivered and they kept charging, even after numerous calls. Agent replied she would take care of the situation.( Even though my husband spoke to them and insisted they were a scam operation.)He was confirmed correct!I received a letter from Tri-Star Adjustments, a debt collector!The Better Business Bureau is created for a reason, eliminate ******* of unethical businesses.Coastal Medical Supply
Date: 04/16/2024
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/review 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.
Coastal Medical Supply is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.