Business Profile

Hospital Supplies

Norco Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

23 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/11/2024
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.
In July of 2023 i went Into my supplier located at ***************************************************************************** spoke with a rep telling her my insurance situation. I was Getting off ******** 7/31/23, i advised i wanted To order supplies before that date so i had Coverage. ******* said no problem, i was There to pick them up but ******* advised they would mail it to me. Then i advised That it needs to be billed prior to my term date and she said it will. They charged my ******** for 08/02/2023 which made me ineligible. My employer back dated my work insurance and so i asked To have the charged amount submitted to them which was ******, and instead they charged ******. I emailed Them the discrepancy and the refused to help me. This is putting me at a very bad place, where is going to make it hard for me to get my needed cpap supplies.
Business Response
Date: 03/14/2024
Billing is based on current insurance coverage, allowables and other specifics of contracts. Deductibles are based on your particular insurance plan and allowables and are not able to be waived.
Regards,
Customer Answer
Date: 03/15/2024

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:02/20/2024
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 recieved an automated call from this company telling me it was time to replace my c-pap masking and tubes, telling me they would send me up to three if I wanted them.Pressing the "3" button i said yes please.The assumption was of course that they knew what they were doing and that my insurance would cover that.Three weeks later I recieved a $472. bill. After calling they informed me it was my co-pay/deductable and they did not check with insurances, that was my job and my issue. Only if the product was not open, I could return. Of course since I received the product three weeks earlier, it had been opened. I have no recourse. This was a slimy business practice and totally took advantage of me. Never in my life has this happened with other medical companies I have used. I would never had purchased this mask from Norco, as it is 1/4 the price on Amazon, however I was baited by an automated system.I am trapped by them to now pay this bill.This happened the first part of January, Invoice Statement dated 2/7/24 Invoice # ******** $472.24 is being billed to me
Business Response
Date: 02/26/2024
Norco bills customers according to insurance requirements and contracts. To better understand insurance coverage, we recommend contacting your insurance directly, you can also contact your local branch manager for further explanation on coverage and billing.
Regards,
Customer Answer
Date: 02/28/2024

Complaint: 21322141

I am rejecting this response because:
This is a generic response, and does not address my issue at all. The issue is an automated system calling me to re-order needed supplies. Three weeks after they send out supplies they then send you a bill for that. There is zero disclosure at the time of the phone call that you will be getting a bill or that you need to check with your insurance company to see if all of this is covered.
as you can see in their response, they do not care about this issue at all. This is not resolved as they have not addressed the problem.

**********************************************
Initial Complaint
Date:02/20/2024
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.
My doctor provided a prescription to Norco, Inc. for a two-wheeled bariatric ****** with a seat. I received a call from Norco saying that they don't carry anything for bariatric patients except a plain ******. They don't carry even a four-wheeled ****** for bariatric patients. They carry all of these devices for other people, just not bariatric patients. I feel that I am being discriminated against for my weight. How is it that a medical supply company is allowed to carry items for some people, but not for others. This isn't the first issue with Norco. I have had their people yell at me, lie to me and have had to get my insurance company involved to force them to provide other items.
Business Response
Date: 03/12/2024
Norco carries a two wheeled bariatric ****** that is allowed under the ******** policy, and we would be happy to provide that for you.
Regards.
Customer Answer
Date: 03/12/2024

Complaint: 21318704

I am rejecting this response because:
I am not on ********* I have a **************************** plan. I was prescribed a two-wheeled or four-wheeled bariatric ****** with a seat. My primary care physician, my orthopedic doctor, and the physical therapy people recommend this type of ******. I need one with a seat in case I get short of breath or week. The purpose of this ****** is to gain strength in my legs so that I can have knee surgery. Norco carries these types of walkers in regular sizes but not in bariatric. I feel that I am being discriminated against because of my weight. There is no reason that they cannot provide me with this since they are the provider recommended by my insurance company and my doctor.

Sincerely,

***********************
Business Response
Date: 03/26/2024
Norco does indeed supply bariatric products just not the specific item this customer is looking for. We do have a 2 wheeled bariatric ****** that clinically meets their needs and is covered by ******** Advantage plans. We are more than happy to provide the customer with one. We are not aware of any two wheeled ****** that come with a seat. The only ****** with a seat that we are aware of is a 4 wheeled ******. Norco does not carry any heavy duty 4 wheeled walkers. Norco is also not the only place in ***** that provides medical equipment so there may be another supplier that does provide heavy duty 4 wheeled walkers.
Customer Answer
Date: 03/26/2024

Complaint: 21318704

I am rejecting this response because:
I spoke with a manager at Norco who was very nice. However, he told me they do still carry normal size walkers with a seat, but that it's not cost effective to carry bariatric walkers because the insurance reimbursement isn't sufficient for them. Not even on a case by case basis. I feel this is still unfair and discriminatory.
Sincerely,

***********************
Initial Complaint
Date:12/26/2023
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.
My home burnt down this spring and destroyed my VA oxygen ******* concentrator tanks and regulators I expected to pay for the loss so I was not suprized to get a bill but what they are trying to charge me n to replace is their full retail cost for brand new equipment I did some checking and I can get the very same products online for 2/3 less for brand new equipment I am a disabled vet and norco is trying to take advantage of me plus all of the equipment was over 4 years old
Business Response
Date: 12/29/2023
Local manager contacted customer to work out an agreement.
Initial Complaint
Date:12/20/2023
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.
Norco of ******* was contacted April 2023 to provide a replacement for my Philips Dream Machine Adaptive servo ventilator for central sleep apnea. They were provided with my needs by my sleep ******* ******************** of ***********************. Norco of ******* was told that if it wasn't covered by ******** and ******** that I could not afford it. They sent me an Aircurve 10. This was a problem from the start. They charged a modem monitoring fee of $27.50 that was not covered by either ******** or ******** and as a result they is no data collection for my sleep doctor to analyze. #2, the Air Curve 10's humidifier chamber only holds enough water for 2 1/2 hours so I am awakened every 2 1/2 hours to refill the chamber which prevents me from getting a restful night, decreases my energy level when awake and raises my blood pressure. Norco of ******* needs to provide me with a BiPap servo ventilator equivalent to the Philips Dream station or refund the cost so I can seek a new provider as I am restricted to 5 years between purchases and have another provider (Performance Home Medical) that sells Philips Dream Station servo ventilator.
Business Response
Date: 01/08/2024
After our team reviewed the customer file and communication, it appears that the customer was satisfied with the device in question initially. As we strive to provide the best customer experience possible there are times when things don't go as planned. Please reach out to local branch to see if there are any options available to you at this time.
Customer Answer
Date: 01/08/2024

Complaint: 21033598

I am rejecting this response because: Norco added a $27.50 modem charge that was not covered by ******** or ******** which was contrary to the initial negations which stated I could not afford and costs not covered by ******** or ********. Second problem was that the humidifier chamber ran dry after 2 to 2 1/2 hours and I was constantly being awakened to refill the humidifier which kept me from getting a good night sleep. They were aware from my sleep doctor's prescription. ******************** MD, that I required a 7-8 hour sleep like I had with my Philips Dream Station before it broke down. Norco's belief that 2 to 2 1/2 hour sleep cycles was adequate is not medically viable as it leads to decreased energy, need for frequent naps, depression. My initial satisfaction was during a medical procedure where I was only on BiPap 2 hours.

Sincerely,

*****************
Business Response
Date: 01/18/2024
The branch manager has reached out to the customer and had to leave a voice mail and we have not heard back from him as of today.
Initial Complaint
Date:06/30/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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 son has low functioning autism and requires overnight briefs. We kept getting bills for them after Samaritan Medical changed hands to Norco. Now, our insurance covers the briefs, they always have. We called Norco with my son's social worker and got the bill changed to a zero balance. That was nice, but we had to call, and call, and call to get my son's briefs shipped, and he was very close to running out. We breathed a sigh of relief when ****'s briefs finally did arrive after a complete runaround. We thought everything was fixed, then we received ANOTHER BILL a couple of days ago. It looks like we will be back on the phone with them, along with my son's social worker. This company doesn't care. They are hateful on the phone. The lack of caring they have for people with special needs is astounding. If you have a choice in the matter, go anywhere else for medical supplies.
Initial Complaint
Date:05/03/2023
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 tried to get a hold of you my oxygen machine has quit working. I called and was on hold for over 18 minutes with no response. You have a lousy as customer service Ive ever seen. I will tell everybody how lousy you are
Business Response
Date: 05/15/2023
Norco's phone trees are set up to direct customers to those team members that can assist the customer based on what the customer is calling for and we strive to serve customers in the quickest manner possible, however there may be times when a customer will be in the call que longer than desired due to serving other customers who have called in at the same time. Norco strives to improve and uses customer's feedback to determine areas where we can improve.
Initial Complaint
Date:05/01/2023
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.
I get my cpap supplies from Norco. Their service and billing is the worst ever. I just paid a $80 bill with them. I have received bills from them for $ 80, $118, and now through a thoroughly illegally behaving collection agency, for $198!! I am sure they are not filing for reimbursement from my insurance. Meanwhile, I am having to purchase my. CPap equipment from **** in order not to use contaminated used equipment. I have also contacted ******** and filed a complaint about these people. They have the worst customer service. I want them to get it together. Why did I pay $80 and still get a bill for $198???? I am already under stress from other medical conditions, I just cant handle this anymore. Please ask them to bill insurance and send a bill to me that is CORRECT. I need to order new supplies. Otherwise I will have to take my business elsewhere.
Business Response
Date: 05/12/2023
The local branch manager has reached out to the customer an left a message. ******************** has yet to hear back from the customer.
Initial Complaint
Date:11/29/2022
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.
I received a CPAP machine from Norco a couple yrs ago well the mask I got from them didn't work for me so I called Norco to get a new one,so when I finally got thru to them they said they would call me back to let me know when I could come in well even though I've called them back a few times I still haven't heard back from them and so because of this I haven't been able to use my mask almost the entire time I've had it and if that wasn't bad enough ,even though the won't call me to fix my problem they do manage to call me every day because they say I owe them 28 dollars wich I don't ,please help ,thank you very much
Business Response
Date: 01/05/2023
Norco has attempted to contact customer and has not received a response back to discuss the complaint and a possible resolution.
Initial Complaint
Date:11/23/2022
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.
6-2-2022 placed an order with a prescription for a CPAP machine 7-11-2022 Norco *** ******** ** acknowledged the order no communication since my health has been greatly affected as a result of the non communication from Norco *** ******** ** I called today 11-23-2022 and spoke to the "respiratory therapist" who then tried to get the manager on the phone.Then told me **** would call back. No call back after several hours.
Business Response
Date: 11/28/2022
Manager has since spoken with the customer.

Regards,
Tobi
Customer Answer
Date: 11/28/2022

Complaint: 18456854

I am rejecting this response because:
Yes, I did speak with the manager who apologized but did not offer an acceptable solution. Just words.
Sincerely,

*********************
Customer Answer
Date: 12/06/2022
They were not able to provide any resolution other than an apology. Therefore the reason for the complaint.

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Norco Inc is NOT a BBB Accredited Business.