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:05/29/2025

  Type:Billing 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.

  Phone Call to Medsource LLC on 5/28/25 at 4:14 PM.
  
  Spoke with Billing Department — ***** (Manager)
  
  I gave birth to twins last February.
  
  There were two claims.
  
  One is still pending insurance and the other I received an invoice for on 5/15/25. Invoice is from the months of June-December. Medsource LLC states that claims were sent to insurance.
  
  I called insurance company yesterday, 5/28/25, and they mentioned that there was only one claim filed and that was submitted on 5/24/25. They do not have any open claims for the other child.
  
  I asked Medsource LLC why I wasn’t notified about the denial of this claim. They said that that is the insurance’s responsibility to notify their members. I spoke with insurance yesterday on 5/28/25 and they stated that they do not reach out to their members about denied claims and that is the providers responsibility.
  
  I want to flag my concern regarding my recent interaction with the “manager” ***** at Medsource LLC. Throughout the various calls, one on 5/28/29, and two on 5/29/25, they were repeatedly rude and dismissive—cutting me off mid-sentence, persistently asking “is there anything else I can help you with?” While I was still explaining the issue, and even hanging up on me multiple times.
  
  I also work in customer service, and being this aggressive or unprofessional to someone on the receiving end is unacceptable behavior, especially when I’m simply trying to understand unexpected charges. It made what was already a frustrating situation significantly worse.

  

  Business Response

  Date: 06/09/2025

  I am not for sure why Ms. ****** sent in a complaint to the BBB, as we have resubmitted the claims per her request.  We have have submitted the claims to her insurance company each month, so I am not for sure why she stated the insurance company had nothing on file, as we have EOB's with last years dates on them.  The insurance company denied as patient responsibility.  We billed the patients, MS. ****** called in claiming that the insurance had nothing on file and wanted the claims rebilled, which we have done and are awaiting the insurance's response.  It is also the patients (parents) responsibility to know their benefits, we quote them but it is not a guarantee of payment.  The patient is also should receive an EOB every time any provider submits a claim to their insurance company, whether it be paid or a denial.  We did let the patient know it was denied when we sent her a bill for the claims.  We have resubmitted the claims per Ms. Murray's request.  Once we hear back from the insurance company Ms. ****** will be billed appropriately, as we have provided a service to her children.  If you need any copies of the EOBs please let me know. 

  Customer Answer

  Date: 06/12/2025

  We are writing to formally reject the response provided regarding our recent inquiry for the following reasons:

  
  On Friday, June 6th at 1:53 PM, we contacted MedSource, LLC and spoke with ****** ****. Despite our explicit request not to be transferred to ***** in the Billing Department due to previous concerns with her customer service, we were nonetheless directed to her. This disregard for our request is disappointing and does not reflect a commitment to quality customer service.

  
  Additionally, we have received a denial for one of our children’s claims, despite having written confirmation from ****** **** stating that both children were approved for coverage through insurance. This discrepancy is deeply concerning.
  We request that someone with greater authority than ***** contact us directly by phone to resolve this issue promptly. The level of service we have experienced from MedSource thus far has been unsatisfactory, and we are seeking a more professional and solution-oriented approach moving forward.

  

  Business Response

  Date: 06/23/2025

  We are awaiting the insurance company's response.  So currently there is nothing to update the patient's parents.  As stated previously we will only bill the patient for what was quoted to them even if the insurance denies the claim. We only give out a quote of benefit, which is not a guarantee of payment.  Ultimately it is up to the insurance company if they are going to cover the formula.  Once again as stated we will only bill what we quoted to which the parents agreed to when they accepted the formula.  ***** is the manager in charge of patient collections so there is not someone to call as they refuse to talk to *****.   I am not for sure what else we can do as we will only bill them for what they were quoted.  Please see attached notes from patients file. 

   

  PATIENT CONTACT - OUTBOUND
  	4250039	Benz, Jaclyn	06/06/2024 9:24:49 AM	06/06/2024	Patient	PATIENT CONTACT - OUTBOUND	02/05/2025	Closed
  	Good Morning, We appealed the denial for Cameron and they overturned it. We now have approval for Cameron as well as Luca. Here is the quote for Cameron. OON AUTH APPROVED- EXPIRES 2/23/2025 CALLED PARENT/GUARDIAN TO GO OVER QUOTE AND SHIPPING ***THIS IS A QUOTE OF BENEFITS, NOT A GUARANTEE OF PAYMENT. THE EQUIPMENT IS SUBJECT TO MEDICAL NECESSITY*** QUOTED: 5 CASES OF SIMILAC ALIMENTUM RTF 6- 80Z CANS TO A PACK- 4 PACKS TO A CASE (192OZ/CASE) COVERAGE: 60% COVERED | 40 PT RESPONSIBILITY - FAMILY DED MET-$115.97/MO UNTIL DED RESETS Please give me a call if you would like to proceed.

• Initial Complaint

  Date:02/02/2024

  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.

  ***** shoulder brace order on January 5, 2024, the item did not ship during the date range specified when the item was ordered, contacted Medsource who stated the item would ship 02/01/2024 and it did not. 02/01/2024 Left message for Medsource **** ***** to refund money for the brace and did not get a return call. Called today, 02/02/2024 to talk to **** ***** and was not able to speak with him yet again, left message, call customer service line once again and was told there is no other person to talk to about my issue, therefore I have no further recourse.

  

  Business Response

  Date: 02/02/2024

  We did not have the item in stock and ordered from the manufacturer.  It is on manufacturer back order.  The manufacturer gave us a ship date of 2/1 but is not guaranteed.  Customer called today but for some reason the call didn't get to *****.  ***** called the manufacturer and they stated it should ship today.  We are waiting on the tracking number from the manufacturer to provide to the customer.  ***** spoke with the customer today about this and they seemed to be ok with what was going on.  Unfortunately we are unable to cancel the order due to it being drop shipped from the manufacturer.  Once the customer receives the brace, they can return it unopened for a refund. 

• Initial Complaint

  Date:12/01/2023

  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 received damaged baby formula and contacted the company several weeks ago about the damage and discontinuing billing at year end and have not received any response or acknowledgement. Contacted the business 11.14.23 with no response or resolution, no baby formula replaced. Nothing. Unacceptable and unprofessional business practices. This is for my baby's food and due to lack of communication from the company it seems they don't care.

  

  Business Response

  Date: 12/04/2023

  I do apologize that you were not contacted back by patient HUB.  I do see that you had one damaged can by the picture you submitted.  We will get a replacement out to you today.  Should you have any further questions please feel free to reach out to us at ***************************************
  
  ****** *******

• Initial Complaint

  Date:05/11/2023

  Type:Billing 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.

  I received a call from medsource one week prior to them delivering equipment that was needed. The person I spoke with said he had contacted my insurance company and my out of pocket expense would be 124 dollars or about that. When the rental machine was retuned I received a bill for 401 dollars and another one for 24 dollars. I called them and told them that this is not was discussed and if I had known the bill was 425 dollars I would not have accepted the delivery. I paid 120 and then another 24 for the separate bill and now I have been charged a late fee since the entire bill was not paid yet. This is bad practice to state one fee and bill for another. I want the late fee removed and a reduced bill or at least more time to pay the bill in total minus a late fee.

  

  Business Response

  Date: 05/11/2023

  Per the notes on the patient file she was notified on 2/7/2023 that if the deductible was still unmet that the bill would be around $470 and if deductible has been met than the bill would be less than $150.  Ultimately is the patients responsibility to know their benefits because we can only quote and cannot guarantee benefits.  I will discount the bill 50%, original bill is $423.59, discount 50% which will make the new adjusted bill $211.79.  The patient has already paid $121.74, so that will leave a balance of $70.05.  I believe this is a fair compromise as this is the patients deductible that would have to be paid either to us or the hospital for the surgery they had. 

  Customer Answer

  Date: 05/12/2023

   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.