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:09/10/2023

  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.

  Ordered compression stockings as they were a list of vendors from *********. Was told date to pick up compression stockings at their facility. When I arrived at time & date, the people at the office location claim they didn't know I was coming and they didn't have my stockings in the brand or color I ordered but had them in a different brand and ************ were very poorly made as I found out. I received the items and received an invoice after insurance. I tried to pay online, but their system isn't set-up for that. I tried calling to pay over phone, but left multiple messages over a week time period with no return call. Went to facility and they apologized and gave an excuse that phones had issues. Paid with credit card. I asked for a reecipt, thankfully. I just received another PAST DUE invoice threatening to turn me over to collection agency. Tried calling multiple times and left messages with no return calls. Took time off work & drove an hour, one way, to straighten out. The manager, ***** ******, assured me it had indeed been paid as he remembered me & gave me his card if I had anymore issues. They had neglected to post the payment even though they took it. Was promised it would be posted no later than 1pm today and that I would receive an email confirmation, but still have not received. Again, making multiple attempts to reach someone and every number goes straight to voicemail. Concerned my credit will be hit over a small bill that has been paid.

  Business Response

  Date: 09/12/2023

  September 12, 2023
  
  Dear Mr. ****************** want to sincerely apologize for the frustrating experience you have had with our company regarding the purchase of compression stockings and the subsequent payment issues. As the President of our company, I take your concerns seriously, and I am committed to resolving this matter promptly and to your satisfaction. I have reviewed the details of your complaint and can understand how the series of miscommunications and issues you encountered must have been incredibly frustrating. This is not the level of service we aim to provide to our valued customers, and for that, I am deeply sorry.

  
  Here is a step-by-step resolution plan to address each of your concerns:

  
  Inventory: I am sorry for the inconvenience caused by the unavailability of the specific brand and color of compression stockings you ordered. We should have informed you in advance and offered suitable alternatives. We will ensure our staff is better trained to handle such situations in the future, and we will improve the quality control of our products.

  
  Payment Issues: I apologize for the difficulties you faced when trying to make the payment. It is unacceptable that you had to leave multiple messages without receiving a callback. We will investigate this matter further to ensure our payment processing systems and customer service protocols are streamlined and effective.

  
  Receipt Confirmation: Your concern about the payment not being posted and the subsequent threat of collection agency involvement is certainly valid. We are taking immediate steps to confirm the payment and update our records. I will personally oversee this process to ensure it is resolved promptly. You will receive an email confirmation once the payment is successfully posted.

  
  Communication: I am aware that you made multiple attempts to contact us, and it is completely unacceptable that your calls went unanswered. We will investigate the issues with our phone system and ensure that our customer service representatives are more responsive to customer inquiries in the future.

  
  Credit Concerns: Please be assured that your credit will not be impacted over this matter. We will take all necessary steps to ensure that any discrepancies are resolved before it affects your credit rating. You will not be turned over to a collection agency. We apologize for the erroneous invoices and any threats you received in this regard. We will ensure that your account is updated accordingly to reflect the resolved payment. Your credit score will not be negatively affected over this matter. We understand the importance of maintaining your creditworthiness, and we will ensure that any discrepancies are resolved before they can impact your credit rating.

  
  I would like to personally oversee the resolution of these issues to ensure they are resolved to your satisfaction. Additionally, I have taken note of your previous interaction with me and am committed to providing you with any necessary assistance promptly.

  
  Once again, I apologize for the inconvenience you have faced, and I appreciate your patience in allowing us the opportunity to make this right. Your feedback is valuable to us, and we will use this experience to improve our services for all our customers.

  
  Thank you for bringing this matter to our attention, and I look forward to resolving it swiftly.
  
  
  
  Sincerely,
  
  ********** M. *********
  
  President
  
  
  

  
  

  Customer Answer

  Date: 09/12/2023

   
  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.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 09/18/2023

  I would like to reopen this complaint. Although the president of 24 Hour Medical responded that she would personally take care of this issue and apologized, I just received on Friday, September 15, 2023 ANOTHER delinquent bill from the company with a past due fee added and that I have been turned over to collections on a bill that I paid on time. I have also started to receive harassing phone calls from collection agencies on 24 Hour Medicals behalf starting Sunday, September 17, 2023. I have been told that this has been turned over to collections. I currently awaiting information from the credit bureaus to see how this has impacted my credit over something that I have already paid. This is causing me undue stress, embarrassment and impacting my credit. I would like a direct number/email o the President of this company to speak with them directly as to try to resolve this amicably, if possible at this point. I have attached the erroneous "Past Due" bill with late fee as well as the original bill with RECEIPT of payment on time. I have also attached the email that I received from one of their representatives stating that they had errored and that the payment was finally posted and the issue was resolved and that I would not receive any more bills.which I received on Monday, September 11, 2023.

  Business Response

  Date: 10/23/2023

  Please see attached file.

  Customer Answer

  Date: 10/23/2023

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/06/2023

  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.

  Issue Start date: 1/19/2023 Money Paid: $2,499 before Tax/fees/shipping (This expense was cover 80% by ******** + 20% by ********)Business committed to provide: The *************** Wheelchair model GP208A Nature of the dispute: My 95 years old father suffer from sever osteoarthritis on both knees and unable to tolerate the weight on his knees. He does not have enough upper extremity muscle strength to operate a manual wheelchair, therefore, his Doctor prescribed an Electric wheelchair for him to use on a regular basis to improve his ability to participation in MRADLs. The electric wheelchair stopped working and we contacted the vendor (24 Hour Dependable Medical Supplies LLC) immediately since 1/19/2023, the Vendor said the problem was caused by the problematic battery but this vendor has been delaying on providing/deliver/install a correct and functional battery to the broken wheelchair. We have been contacting the vendor numerous times and my fathers CFC Supports Planner from *********** also call the vendor several times for this matter but get no results. Whether or not business trying to resolve problem: No. The vendor made excuses, lied to us and the support planner that they are waiting for their warehouse or their vendors on the replacement battery but their story changes all the time. It has been 9 months since we first reported the problem and this is unacceptable. The vendor has charge the wheelchair expenses to my fathers insurance but fail to deliver a working equipment.Account number :***** Order #: Per vendor, there is none Tracking # : Per vendor, there is none

  Business Response

  Date: 09/14/2023

  September 14th, 2023

  
  Dear *****,

  
  I hope this letter finds you well. I am writing to address your recent complaint regarding the issues you have encountered with your *************** Wheelchair, model GP208A, which you purchased from 24 Hour Dependable Medical Supplies LLC. I understand the frustration and inconvenience this situation has caused for your 95-year-old father, and I would like to assure you that we take your concerns seriously and are committed to resolving this matter promptly.

  First and foremost, I want to apologize for the difficulties you have experienced in obtaining a functional battery for the electric wheelchair. I understand the importance of this equipment for your father's mobility and well-being, and I am truly sorry for any delay or inconvenience you have faced. Upon reviewing your case, it is clear that there have been significant delays in addressing the issue and providing you with a suitable replacement battery. This is unacceptable, and I want to assure you that we are taking immediate steps to rectify the situation. I have instructed our team to expedite the process of procuring and delivering a replacement battery for your *************** Wheelchair. The battery in question has been unavailable from the manufacturer for an extended period, and regrettably, our ability to influence its availability is limited. Nevertheless, we are actively exploring alternative solutions to address this situation. Our goal is to resolve this matter as quickly as possible so that your father can regain his mobility and independence.

  I understand that you have been in contact with our support planner from *****, and I want to assure you that we will work closely with them to ensure a swift resolution. Additionally, I have instructed our team to provide you with regular updates on the progress of the replacement battery's delivery and installation. In light of the prolonged inconvenience you have faced, we will also be reviewing the charges to your father's insurance and ensuring that any necessary adjustments are made to reflect the delayed service.

  I want to thank you for bringing this matter to our attention, and I want to reiterate our commitment to resolving it to your complete satisfaction. Please accept our sincere apologies for any frustration and stress this situation has caused you and your father. If you have any further questions or concerns, please do not hesitate to contact me at ************. Your feedback is essential to us, and we are dedicated to improving our services to prevent such issues from occurring in the future.
  
  Once again, I apologize for the inconvenience you have faced, and I assure you that we are taking all necessary actions to address this matter promptly.
  
  Sincerely,
  

   

  ********** M. *********

  Director
  
  
  
  

  
  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20559457
  
  I am rejecting this response because:
  

  The email response from 24 Hour Dependable Medical Supplies asked us to wait longer for an unavailable battery which we've waited for 9+ months since January 2023.  This is beyond being patient on our side and the vendor continue asking us to wait is totally unacceptable. 

  We and our MMARS support planner have requested a working electric wheelchair (rather than waiting a battery that the vendor cannot obtain nor deliver/install) has been ignored by the vendor since May 2023 and we need a working/functional electric wheelchair immediately!!!

  My husband has left Ms. ********* a voicemail last week and the week before but never heard from her. I just called, no one answered and left her a voicemail at 2:24PM on 9/14/2023 as well.  We need a prompt delivery of a working and functional Wheelchair for a 95 years old disabled senior, that's it!!! 

  ***** ***

  Customer Answer

  Date: 09/22/2023

  Many victims stating their ordeal with this vendor. See ************************************************************************************************************************************************************************************************** for all the feedbacks stating that 24 Hour Dependable Medical Supplies is leaving many disabled customer in despair, shame on you !!

  Business Response

  Date: 10/06/2023

  Please see attached file for my response. 
  
  Thank you. 

  Business Response

  Date: 10/06/2023

  Please see attached file for my response. 
  
  Thank you. 

  Business Response

  Date: 10/06/2023

  Please see attached file for my response. 
  
  Thank you. 

• Initial Complaint

  Date:11/21/2022

  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 ordered medical supplies the end of october and they were supposed to ship on the 8th of November. I have not received any order and I have been calling everyday and have been just told they are working on the ticket or its just waiting to go out. I have asked to speak with a supervisor and was told they would call me back. That never happened. I am spending out of pocket and need some resolve
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/22) */
  I spoke with the consumer and we were able to resolve her issues she had and also ensure her going forward that she should experience great customer service.