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Business Profile

Medical Equipment

IRB Medical Equipment, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Equipment.

Complaints

This profile includes complaints for IRB Medical Equipment, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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IRB Medical Equipment, LLC has 16 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 1 complaint 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:07/25/2024

      Type:Billing 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.
      Ordered a medical device in January 2024. Have called billing 8 times with no call back for a detailed bill for my health savings account and have never received a call back. Waited on hold 1.5 hours on my 9th call and was hung up on by automated system. You cannot get a hold of the billing department no matter how many times you call or how long you wait on hold. Not the way to have a business.

      Business Response

      Date: 08/13/2024

      Thank you for the opportunity to assist this patient. **** was experiencing telephone difficulties with the new phone system that was recently installed, and this did impact patient access to our billing department.  The **** Billing Manager reached out to ****************** on August 2nd to address his billing questions.  The phone issues have been resolved.

       Sincerely,

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

      Customer Answer

      Date: 08/14/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

      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,

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

    • Initial Complaint

      Date:08/12/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Company says that I will have to pay for a **** rental for 13 months before it becomes mine, but I am on ACA and my insurance changes every year. Since my insurance changes, the rental contract starts over and I MUST continue to pay for as long as I have the **** machine. I will end up paying about $10k for a $1.5k **** machine.

      Business Response

      Date: 08/16/2023

      Thank you for the opportunity to investigate this complaint. At this time, ****************** has not received his new PAP device. When the new device is set up, his rental date of service will begin billing to his current insurance.  **** Medical will work with him to ensure his rental date does not start over when his COBRA ends and a new ACA insurance begins.  That being said, if he was to transition to ********* this program does require **** to requalify him for the service and begin a new rental period. ******** requires that they pay all 13 months of rental and compliance requirements are met according to their policies before the title can be turned over to the patient. Unfortunately, that is a ******** regulation and nothing **** controls. it is important for ****************** to understand that should the new insurance have deductible or copay requirements; those will have to be satisfied by him before the new insurance pays anything toward his rental.  Again, that is a regulation established by the insurance company he chooses and beyond ****** control.  I have confirmed the arrangements with ****** billing manager, communicated this to our PAP team supervisor, and entered notes in our computer system to ensure **** staff understand the plan for ******************** PAP rental.  

      If there is anything else **** can do to assist ******************** with his equipment, please contact the **** PAP Team by calling ************ and ask to speak with the team about his set up.

      Sincerely,

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

    • Initial Complaint

      Date:10/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 had rented oxygen equipment from them and it was returned in September of 2021 and they were suppose to stop taking money out of my account but have not.. it's now been over a year and I have called them twice and was told they would take care of it.. but every month they just keep charging me for medical equipment that was returned in September of 2021 and I can not get anywhere with this company.. my bank has reimbursed me every month but why must I file a claim with my bank every month to get my money back? I want them to stop charging me every month for equipment that was returned over a year ago

      Business Response

      Date: 10/11/2022

      *************************************************
      211 *************
      ****, ** 48097

      To Whom It May Concern:

      Hart Medical Equipment took the opportunity to review Ms.***** ********* and her account. Harts findings are not completely in agreement with Ms. ***** report. She is correct in stating that **** has charged her credit card monthly, it is due to her agreement when services for home oxygen were initiated on her behalf by Hart Medical Equipment on December 12, 2020. The monthly fee for her oxygen is $228.78.  At the time of set up, a credit card was put on account with **** for the amount of $22.87 /month. This amount was an estimate of the patients insurance copay for durable medical equipment to be charged each month until her account balance was paid.Upon billing Ms. ***** insurance, all claims were denied by the insurance as **** Medical was deemed out of network.  Her insurance has informed Hart Medical Equipment that the charges are Ms. ***** responsibility.  Any dispute of the out of network status, will need to be addressed between *********** and her insurance.

      **** was notified by Ms. ***** physician August 10, 2021,that she no longer needed this equipment. **** made multiple attempts to reach ************ to schedule a pick-up. On August 31, 2021, ************ contacted **** to coordinate this pick-up which was performed on September 7, 2021. 

      Ms. ***** total charges for oxygen services were $1,830.24.In accordance with **** policy, bank charges of $50 for the two payments taken back from the bank have been added to her expenses for a total of $1,880.24. To date, **** has applied payments on Ms. ***** account totaling $365.92. The current account balance is $1,514.32. If ************ disputes her insurance decision, she should contact the insurance company directly as **** has already made attempts to appeal their decision.

      ************ has the option of paying **** in full for the outstanding balance of $1,514.32 or continuing a monthly payment.  **** has terminated Ms. ***** monthly credit card charge per her request.  To make payment arrangements, she can contact ***** patient pay department at ************. 

      Thank you for the opportunity to respond to this *********.
      Sincerely,
      Hart Medical Equipment

    IRB Medical Equipment, LLC is NOT a BBB Accredited Business.

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