Complaints

This profile includes complaints for Gould's Discount Medical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Gould's Discount Medical has 7 locations, listed below.

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• 

  Gould's Discount Medical

  3901 Dutchmans Lane #100 Louisville, KY 40207-4701

• 

  Gould Elevator and Accessibility

  118 Patriot Drive #101 Medical Arts Bld. Bardstown, KY 40004

• 

  Gould's Discount Medical

  2408 Ring Rd # 600 Elizabethtown, KY 42701

• 

  Gould's Discount Medical

  504 E. Louis & Clark Blvd. Clarksville, IN 47129

• 

  Gould's Discount Medical

  PO Box 1259 Dept # 140418 Oaks, PA 19456-1259

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:05/16/2023

  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.

  This might be the worst business we have ever had to work with. I was charged $395 for an $81 soft brace when my son broke his wrist. I was told the retail price by one of the 20 people I was sent to. Many who did not speak English well enough to be of any help. I have spent over 10 hours on the phone with them being bounced all over to try to get my bill corrected. Every time I got off the phone they said it would be corrected and every time it never was. After the last time of being told it would get corrected they sent us to collections. I have never been so dissatisfied with customer care and unethical business practices.

  Business Response

  Date: 05/23/2023

  Good morning 

   

  I am not able to review the account due to the mother not providing the patient name or required information. I have called and left a voicemail for the patients mother to either return my call with the required patient information or to have updated in the BBB complaint. 

   

  Thank you 

• Initial Complaint

  Date:03/08/2023

  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.

  Hello,
  
  I have spent hours trying to remedy this problem on my own. My Gould's account number is ******** I received incorrect materials early Jan. of 2023. I requested and received a return UPS label. I shipped the materials back on Jan. 10.
  
  I received an identical incorrect order a week later. I again requested and received a return UPS label. I shipped those materials back on Jan.29.
  
  I received the correct order on Feb. 16. I paid the amount shown of $17.80. There was no past due balance on that statement.
  
  Since that payment, I have received daily calls from Gould's wanting $65.88 for the two Jan. orders I returned. I have tried explaining the situation to no avail. I have spoken to every department, I have been on hold for hours. I have sent them letters vis USPS. I asked them to stop phoning me but they did not. I had to block the number. They found a different number to reach me. I explained to the gentleman calling that I shipped back the orders and that I had receipts. I asked him to explain the $65.88, he could not. I asked him to please stop calling but he did not. I blocked Gould's a second time. They keep sending me bills via USPS, The amount varies but this last bill was $65.88.
  
  The week of Feb.27 I spoke to my provider's Gould's representative. 1. She called " Honey ", hard pass. 2. She told me she could not help me. 3. She gave her supervisor's number to call. I did not call, I have had enough.
  
  I do not have any more time to put into a debacle that is not my fault. I suffer from PTSD and this problem has caused a flareup. I almost paid the $65.88 to get them to leave me alone. However, I suspect they are harassing others so I need to speak up.
  
  I would like for the BBB to get Gould's to clear my account and leave me alone. No more phone calls, letters, or any correspondence at all.
  
  Thank you, ****** ********* Coddington

  Business Response

  Date: 03/16/2023

  We apologize for any inconvenience caused to the
  consumer.  We have attempted to reach the
  consumer at the number provided to discuss the concerns listed, but we have
  been unable to reach the consumer.  A
  message was left for the consumer to reach me, ********** ** *************

• Initial Complaint

  Date:01/17/2023

  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.

  I was in the hospital with Covid19 after getting discharged Gould's brought me an oxygen machine. In July of 2022 they made arrangements to have it picked up. No one came to get it and now they are billing my insurance company and fill that I should pay a deductible. I refused and no one is willing to pick it up. I get emails and phone calls weekly concerning me owing them for the machine which they refuse to come and pick up. Ashley was very rude and would not talk to me about picking up the machine and refused to give me a time.

  Business Response

  Date: 01/25/2023

  Thank for you contacting us regarding this concern. We will review the issues and reach out to the patient to assist in a resolution.

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 01/31/2023

  We are actively working on a resolution for this complaint. Mr. ****** has been contacted and has replied.

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/01/2022

  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.

  I would never recommend this business to anyone. They are committing insurance fraud and have been harassing my family for almost a year. My young sister has been in recovery from an illness and Gould's was the one who provided her medical bed. Well that bed has been returned, everything good. But she also received a lift through ANOTHER company NOT Gould's. Apparently the company screwed up and has been after us to return a lift that doesn't exist. They keep claiming that they delivered a lift and that wasn't true at all. A lift was never dropped off to us as I told the people over the phone before delivery that we do not need a lift. We have told Gould's this on multiple occasions and they are still harassing us, this other company, as well as the insurance company. Our insurance is telling us that they are still trying to claim payment for this. A service that was never provided. This is insurance fraud. I'm asking for the harassment to us to STOP and for all contact to stop with the other company as well as the insurance company. We have let the insurance already know not to pay them and I can assure you if this situation does not change quickly I will be taking legal action.

  Business Response

  Date: 11/02/2022

  Thank you and our apologies for the inconvenience. One of our team members will

  be in contact with you to obtain additional information.

   

  Thank you,

  Corporate Compliance Department

• Initial Complaint

  Date:10/21/2022

  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.

  On August 25th 2022 I paid an invoice for a walker I had purchased. The amount due after insurance was 8,65, which I wrote in the numeral section. One the second line of the check, I mistakenly wrote Eight eighty-Five 65/100. The check was cashed by my bank for 885.65 on 9/2/22. We have contacted ***** ******/Gould's Discount Medical by phone several times and email and they still have not refunded the overpayment. We have had an attorney send a copy of the check and bank statement to no avail. The only response we have received was by phone, saying they need more time. Being a senior citizen living on a budget, I need my refund of $877.00.

  Business Response

  Date: 11/04/2022

  We apologize for any inconvenience caused to the consumer.  We have reached out to the consumer to discuss the issue and advised to check his account within 7 to 10 business days.  If there are any further questions, please contact me, ********* ******, at ************.

  Customer Answer

  Date: 11/07/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ***
  
  
  
  

  ---

  
  I will be satisfied when the money has been returned to our account. The communication has been very satisfactory. 
  
  
  
   
  

  Business Response

  Date: 12/01/2022

  This has been resolved with the consumer.
  Additionally, on 11/8/2022 the BBB advised the following:
  
  This message is in regard
  to a complaint submitted to the BBB about your business on ********** ** ******* ****  **** ********* *** ******** ** *********
  
  This complaint has been closed. 
  
  This complaint will be listed on the company's BBB Business Profile with the
  following language: "The company addressed the disputed issues, and the
  complaint(s) have been resolved."
  
  Please understand that the customer's complaint and your response will be
  publicly posted on the BBB website (BBB reserves the right to not post in
  accordance with BBB policy). Please do not include any information that
  personally identifies your customer. By submitting your response, you are
  representing that it is a truthful account of your experience with this
  customer. The BBB may edit the complaint or your response to protect privacy
  rights and to remove inappropriate language.
  

  Is there anything else that is needed to close out this complaint?

• Initial Complaint

  Date:08/15/2022

  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.

  ****** ********
  Gould's Discount Medical. Their billing phone ************.
  $1,160.70
  Gould's Acct #*******. ***** ***** Collection Ref#********
  *** has given me authorization to speak regarding his account , authorization form for Gould's/Adapthealth/***** ***** attached.
  
  *** ordered a lift chair from Gould's and $1,799.48 was charged to his credit card on 2/15/2022. The order was changed to a less expensive chair that was $1,160.70. We were told the refund for the difference in price would be sent by check. I have called Gould's repeatedly and have been told it is in review to issue the refund but it has never been received. Summary of my calls to Gould's/adapthealth:
  6/3/22 - told rep was checking with supervisor
  6/7/22 - told return ticket had not been provided to billing. Was put on hold while rep obtained. Expected refund to be forthcoming
  7/21 & 8/1/22 - told in review for refund rep will follow up on status.
  8/11 - was told now they couldn't speak to me until they had auth form, completed form returned same day
  
  Gould's turned the $1,160.70 over to collections with ***** *****iates. I spoke with ***** Fri 8/12, explained situation and they advised me to call Gould's again. Called Gould's today 8/15/22, was told they would call me back when they have resolution and given reference number *********. I don't have much confidence they will call me so sent a formal dispute to ***** today.
  
  This is not ****** ********'s debt. Gould's owes him a refund of $638.78.
  I have attached a copy of collection notice plus authorization form for Gould's/Adapthealth/***** *****iates.
  
  Appreciate any assistance you can provide to obtain the refund due to him.
  
  ***** ***** on behalf of ****** ********
  ************

  Business Response

  Date: 08/18/2022

  Per our billing department - patients ****** called us back regarding refund, set proper expectations it may take 4-6weeks from the date of approval for the check to be sent out. advised that part of the pmt is to be posted to the open invoice and difference can be refunded. 

• Initial Complaint

  Date:08/15/2022

  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.

  Did not authorize purchase of a heart monitor. I've
  been a prof pilot for 40 years. I have an EKG every year as a pilot with no problems. I've received a heart monitor that I do not need. Cannot get in contact with these people. Heart monitor is in the original box unopened.
  I want them to stop billing me. I will not pay it. ******* Current account# *******

  Business Response

  Date: 08/18/2022

  We apologize for any inconvenience and have escalated to upper management to review.