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:06/02/2025

  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 company sent me a loaner cpap machine couple months ago. They were supposed to repair my machine in the process. Meanwhile, **** with hometown respiratory called me on Friday 5/31/25 at 9:47 am and said I qualified now for a new machine. Told me to get a prescription from my doctor and fax it to her. My doctor handled this. I was contacted again at 11:11 am and this was confirmed .At 5:15 pm and different lady called and was very rude and told me I wasn't eligible for a new machine until July. She said I could get my machine repaired or wait til July.She also required a detailed note from my doctor about my condition. This is not a requirement from insurance or ********, I have contacted them. My complaint is I should be eligible as **** informed me that morning. Also complaining that they have had plenty of time to repair my machine. This company has been nothing but hard to deal with as they have billed me improperly. Been very rude,with the exception of **** and office manager ****. I expect a new cpap machine which my insurance covers.

• Initial Complaint

  Date:05/02/2023

  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.

  After my Dr. *********** I was refereed to Carolinas Hometown Respiratory (Pineville) to get a ****. I was given the option and accepted to pay half and have my insurance pay half. I paid $499.83 in the office out of pocket. I begin to see HSA deductions for the reminder of the cost. However, I was told the coast of the **** was around $1K. I have seen $503.68 as the 1st payment, 5 payments each $101.53, and most recently was billed $75.41. I have attached all supporting screen images. I suspect foul play as the funds do not seem to add up. I called twice and I only get a answering machine and I leave a message.

  Business Response

  Date: 05/12/2023

  I apologize for the delay. I was out of the office last week and didn't get to dig into this until today. See Attachment. This Cpap machine was overbilled to insurance 2 months. I am having those reversed. This will leave you with a small credit on the account and a Cpap that you now own. Please read the attached and let me know if you have any questions. I am still investigating internally to see how we can keep this from ever happening again. I do appreciate you reaching out to let ** know and apologize for any inconvenience.

  Customer Answer

  Date: 07/17/2023

   
  I am rejecting this response because:
  

  Good day, Kisis!
  
  My name is ***************. You were assigned my complaint back on 5/1/2023 against Carolinas Hometown Respiratory, LLC. (CHR) I regret to inform you that I thought it was resolved, however it remains open.
  
  After I submitted my complain to BBB. I saw the response in the confirming email that CHR said I had a credit for $18.47. However, I noticed that they billed me three times since. I have the screen image below for verification. 
  
  At this point, I am very displeased with CHR and would like to cease all customer relations. If you can reach out to them with this new evidence, can you kindly ask them to stop billing me. They can keep my credit of $18.47.
  
  Please let me know if the screen image is not viewable, I will send a PDF or JPEG.

  Business Response

  Date: 07/27/2023

  Hi ************,

  I apologize for the delay. You are correct another date of service did get billed out to insurance but not to you. I reached out to our 3rd party billing company to investigate why it was billed out and why the 4/7 date of service has not been reversed. This was a result of a miscommunication. You should see both of those drop off of there in the next 30 to 45 days. You still have the same credit as before. Our original quote to you was wrong and should have been more. We didn't bill any more than we should have according to insurance. Since we misquoted you, we honored what we quoted you. Would you like us to send you a check for your credit?

• Initial Complaint

  Date:08/23/2022

  Type:Order 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 have just received an invoice for nearly $1000 for invoices that were never sent and for no services provided. I have received first communication of several invoices for $125 each since December 2021 through June 2022.I have not spoke or received any services from this company in nearly 2 years and see these ******** as illegitimate and possible criminal / fraud. I do not see how a company in medical services runs this way in 2022.I will not pay any values on these ******** and would rather pay amoutn equal or greater to lawyers to defend against illegal billing practices.

  Business Response

  Date: 08/23/2022

  ****************** was setup on Cpap in our office on 9/1/2021.  At that time his deductible was met and it was explained to him that the Cpap is a 6 month rental with insurance. Insurance will only cover if you use the Cpap 4 or more hours 21 out of 30 days consecutively. ****************** never met that compliance required by insurance. Timely filing with insurance is a year. We dropped the bill to him in June of 2022 There was a glitch in our system and so his balance is more than it should have been. Since it is so old and understanding his frustration. I have written off the balance and spoke to ******************. I believe all is resolved

  Customer Answer

  Date: 08/24/2022

   
  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.     

   

  I will give the vendor credit for accepting their procedures were not up to their own standards and accepting ownership of the problem.     They called me and we discussed my frustrations around billing procedures and issues in a constructive manner and they offered a solution to the problem.  
  
  Sincerely,
  
  ***********************