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Business Profile

Home Elevators

NuCara Home Medical Equipment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Elevators.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:04/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 2/26/24 the *** responded to my original complaint stating he would be looking into the situation and getting back to me shortly. He never got back to me and now I am being sent to collections. On 10/23/2023 I went into the Nucara office in Chariton to obtain a CPAP machine. This was my first machine and I had never had one before, so I was not familiar with the process. I filled out all the necessary paperwork, got my supplies and equipment and left. After going home and attempting to use the device I was unable to because the mask was too small for my face. I needed an XL and was given a medium. On 10/31/2023 I returned everything back to the company and was advised that I would not be charged for anything by ***** and given documentation that I returned everything. On 11/27 the monthly charge of $82.40 was deducted from my bank account. Then I was sent a bill in the mail stating that I had a past due amount for all the supplies and rental charges. I have tried to contact the company and they have been giving me the run around. *******, advising me I ate the steak after I explained to her the equipment did not fit. Every month the bill is for a different amount. They did not file with insurance to charge me an additional month's rent. The contract states if it is returned within 30 days there is no charge to me. They are arguing that while they gave me the wrong size mask it does not matter because they cannot resell it, so I have to pay for it. I trusted this company with literally my life, and they treated me like it really did not matter they just want the money for their error. They are supposed to do the fitting in the office and turn on the machine but did not. I found out as soon as I turned on the machine it was the wrong size because the machine tells you. This entire situation could have been avoided with educated medical staff handling customers. Instead of ******* who does not know how to do a proper fitting then charges you anyway.

    Business Response

    Date: 04/08/2024

    I spoke to the customer and their authorized representative on April 8, 2024 to discuss resolution of this concern.  Because we do not have a Release of Information signed to share this information on the BBB website I will not be able to share details of the issue or its resolution.  The customer's authorized representative did verbalize that our proposed resolution to their concern would be adequate, and any communication or customer service failures will be researched and addressed internally by our team.

    The BBB website is not an ideal place to discuss resolution of situations that might disclose a patient's Protected Health Information.  Based on the verbal acknowledgement of the authorized representative we consider this matter closed.

    *************************, CEO

    NuCara Home Medical

  • Initial Complaint

    Date:02/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 10/23/2023 I went into the Nucara office in ******** to obtain a CPAP machine. This was my first machine and I had never had one before, so I was not familiar with the process. I filled out all the necessary paperwork, got my supplies and equipment and left. After going home and attempting to use the device I was unable to because the mask was too small for my face. I needed an XL and was given a medium. On 10/31/2023 I returned everything back to the company and was advised that I would not be charged for anything by ***** and given documentation that I returned everything. On 11/27 the monthly charge of $82.40 was deducted from my bank account. Then I was sent a bill in the mail stating that I had a past due amount for all the supplies and rental charges. I have tried to contact the company and they have been giving me the run around. I have called billing to complain, and they sent out a new bill. Every month the bill is for a different amount. They did not file with insurance to charge me an additional month's rent. The contract states if it is returned within 30 days there is no charge to me. They are arguing that while they gave me the wrong size mask it does not matter because they cannot resell it, so I have to pay for it. I trusted this company with literally my life, and they treated me like it really did not matter they just want the money for their error. They are supposed to do the fitting in the office and turn on the machine but did not. I found out as soon as I turned on the machine it was the wrong size because the machine tells you. This entire situation could have been avoided with educated medical staff handling customers. I don't understand why I am being billed for 2 month's rent when I had it for a week.

    Business Response

    Date: 02/26/2024

    Thank you for contacting NuCara Home Medical regarding your complaint.  We will research this issue and contact you shortly regarding a resolution.  Customer satisfaction is our highest priority - we appreciate you giving us the opportunity to research this issue and correct any errors on our part.

    ****************************, CEO

    NuCara Home Medical

    Customer Answer

    Date: 02/26/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

NuCara Home Medical Equipment is NOT a BBB Accredited Business.

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