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:06/10/2024

  Type:Service or Repair 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 been using this company for my CPAP Machine and supplies since September 2023. Even though they are required to provide billing statements and documentation regarding payments they refuse to do so. I believe they are not being forthcoming in what is being claimed through my insurance but will not provide the documents to validate this claim . I also believe they are charging me for more than what is owed. Have repeatedly called and requested all documents relating to my account to include charges and payments to no avail.

  Business Response

  Date: 06/10/2024

  Hello, Please see updated response from our ************* Manager *******************
  Last comment: ******************** 06/10/2024 2:13:19 PM
  Called Patient and spoke with *****, She said she already received her request and she just want to escalate this to BBB for complaint history and for her own records even though Patient already received the request billing statement previously which she confirmed via email for Pulmonary Solutions.. I explained that she has a credit on her account for $61.43 and might be the reason why no bill generated and there is no balance for her. I confirmed all payment received on her account. I also advised the 4 months rental already paid by her ins and the remaining 6 months rental still pending for payment by her ins. Advised 8/25/2024 will be the last month rental of her eq and expect a bill in the future with $34.93 to owned the eq. She's good on her account as long as she will rcvd a statement. Patient appreciated the follow up call and billing complaint resolution has been resolved.

  Customer Answer

  Date: 06/11/2024

  The company contacted me and provided the details I was needing.

  Business Response

  Date: 06/11/2024

  Hello, Please see updated response from our ************* Manager *******************
  Last comment: ******************** 06/10/2024 2:13:19 PM
  Called Patient and spoke with *****, She said she already received her request and she just want to escalate this to BBB for complaint history and for her own records even though Patient already received the request billing statement previously which she confirmed via email for Pulmonary Solutions.. I explained that she has a credit on her account for $61.43 and might be the reason why no bill generated and there is no balance for her. I confirmed all payment received on her account. I also advised the 4 months rental already paid by her ins and the remaining 6 months rental still pending for payment by her ins. Advised 8/25/2024 will be the last month rental of her eq and expect a bill in the future with $34.93 to owned the eq. She's good on her account as long as she will rcvd a statement. Patient appreciated the follow up call and billing complaint resolution has been resolved.

  Customer Answer

  Date: 06/11/2024

   
  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. The company contacted me and provided the details I was needing.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 is regarding Pulmonary Solutions's billing practices. The client is my spouse, *********************** (account ******. This company repeatedly overbilled, failed to return phone calls, and failed to resolve escalated issues. Now they are continuing to bill us, refusing to bill insurance, and when I called today, the representative simply kept telling me I needed to re-submit the claim to the insurance company who had denied the claim. When I requested to speak to a supervisor, I was simply sent to a voice mailbox.Most importantly, regarding CPAP supplies billed for 12/31/2022--we never ordered or used them, because we moved to a different provider in-network with our new insurance. However, Pulmonary Solutions not only repeatedly billed us directly for amounts that our insurance should have paid, but then neglected to tell us that they had received a denial from the secondary insurance and that we would need to take action to submit to the primary insurance manually. They did not give us this information until we called on Feb. 27, 2024 after receiving a surprise bill of $133.20. On June 15, 2023, we had already paid $123.00 we did not owe because they refused to give us any information and we just wanted to move on with our lives.

  Customer Answer

  Date: 03/23/2024

  We received another bill, and no one has returned the voicemail they asked me to leave for the supervisor. We submitted a grievance on the company website today, so hopefully they will respond to that.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Pulmonary Solutions **** I ordered my refill cpap supplies, and was told I owed money that my insurance deductible has not been met. I have two insurance companies my primary is UMR and my secondary is CHAMPVA. What my primary doesn't cover my secondary 99% of the time does. I know they didn't bill ******* because they called me 1 hour after order was placed, and ******* has to have an explanation of benefits from my primary insurance. I told them this, and my order isn't being filled. I am being denied my needed medical supplies. I told them once my Insurance companies have both been billed then they need to bill me for the remainder if any. I asked to talk to a supervisor and was transferred to a voicesil complaint department. I have no outstanding debts with this company. I strongly feel I am a victim of fraud. I believe they are in violation of the disabilities act by denying me doctor ordered medical supplies. Last year they also were going to bill my credit card automatically without my permission and I filed a complaint with my credit card company and my card was reimbursed as they were at fault.

  Customer Answer

  Date: 03/09/2024

  Since my original complaint,  I received a voicemail from ***** at pulmonary solutions.  I returned her call only to get an answering machine.   I left her a message to return my call on2-28-23, and so far no call back from her.  I then did a review on there company with my complaint and got a generic message with a phone ************, only to get another answering machine I left a message here to but no call back.  I have uploaded proof of my secondary insurance covering them last year no problem.   When my primary insurance is billed they send an explanation of benefits back to pulmonary solutions and that is then sent to champva, they told me I owed ****** within 30 minutes of my resupply order.  I have a health savings card from my primary insurance but I have to have a. I'll from them so I can fax where I used my card.  They wanted money over the phone.  I sent another document from my credit card company for fraudulent use of my card as pulmonary solutions charged my card on an automatic thing they had that I didn't authorize.  This is very shady business practices and I do intend to find another supplier.   I just don't want this to happen to anyone else. 

• Initial Complaint

  Date:02/23/2024

  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 am being billed for medical supplies I was never sent, and the bill was sent nearly 9 months after the supplies were supposedly sent! Allegedly, I was sent the supplies on 03/03/2023 with *** tracking number 1Z9F1F45YW84772943. Conveniently, *** doesn't supply information about tracking numbers after 120 days, so I can't verify if this is true. The first bill I received was 11/30/2023, and I called to dispute the invoice in December 2023. It's hard to actually get to a human (even harder to escalate to someone with power to do anything). Even when they call me, it's a robot on the other side. All of the phone numbers on their website funnel to the same call center (even the ones supposedly for physical locations, or for their corporate compliance line). In the last email I received, I was threatened that they will "determine whether to engage a collection agency or attorney to pursue this debt".

  Customer Answer

  Date: 02/23/2024

  I received a call today from their ************************ ************************* saying that the charge would be deleted since I have not received the supplies. I hope to update this complaint if/when that is made official.

  Customer Answer

  Date: 03/10/2024

  Pulmonary Solutions has reached out to me, and will not continue to pursue payment

  Customer Answer

  Date: 03/26/2024

  This matter has been resolved.

• Initial Complaint

  Date:02/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Order for CPAP equipment 9/15/23 ID#******, DOB 5/3/57 ************************* I paid upfront $113.96 for them to take the order for my CPAP equipment. After my insurance paid their portion I was due the difference of $98.55 back.I have called their billing department twice and was told it has to be approved by a manager, this is taking way too long. Will not buy from them again.

• Initial Complaint

  Date:09/15/2023

  Type:Product 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 was billed for the ******** deductible for rental of oxygen concentrator over two months. I received the first bill for $***** on 7/5/2023 (due 7/19) and sent a check for that amount the same day. Pul. ***. cashed the check on 7/24/2023. Received a past due notice on 8/4 and sent a reply by mail, giving them check payment information. A bill for the following month came on 8/7 for ****** (due 8/21) and I sent a check for that amount on 8/8. Pul. ***. cashed that check on 8/21/2023. Received a bill for ***** on 8/22, which was the ***** plus a ***** late fee. I called the number on the bill and they said to disregard notice, they would credit the account. Received automated call on 8/30 which said they would charge late fees and start collection. I called and was told to disregard notice. I received a bill on 9/12/2023 for ******, which includes both paid amounts and the ***** late fee. I called and was put on hold (twice) and then told that the extension was unavailable and to leave callback information. I didn't hear back from them. I am not sure how to resolve this. I have cancelled check statements from the bank for the amount of ****** total paid to them, which is the amount they are due.

  Business Response

  Date: 10/10/2023

  I have reviewed the account, I apologize for the frustration. 1-26-23 date of service was for the ****** which was part of the ******** deductible everyone with ******** has each and every year. The secondary did not cover the deductible portion which is the customers responsibility. The additional ***** which was received and posted to the account for date of service 2-26-23 which is part of the remaining ******** deductible. I apologize for the payment posting error. I have flagged the account to not send out any invoices. If any invoices happen to be sent out between now and in the next few days or previously, disregard. I have done everything on the end of the software to stop invoices. The good news is that is 3 months the 36 month rental period is up and no more invoices will be created based upon ******** 36 month rental period which will end on 12-26-23. I have input this information into your account to flag anyone who pulls up this information that will see my notes. In closing, I hope this meets your request and close out this case. 

  Customer Answer

  Date: 10/11/2023

   
  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:07/31/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 rely on Pulmonary Solutions for supplies for my CPAP machine as a medical prescription for my sleep Apnea. I have been using them over the past two years and my complaint is about their completely non-responsive customer support. My orders go into a black hole seemingly and I do not hear a thing on them for weeks. As a result, I am unable to use my CPAP machine, which is a health hazard to me due to my sleep Apnea. I wanted to file this complaint, as it continues to happen on my orders for new supplies, which is about every 6 months.Here is the latest note I sent my sleep ******* ************ ****************** of ****** Health, on 7/29/23:++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++Hi ******************,I am sorry to go back to you on this, however Pulmonary Solutions continues to be non-responsive to my need for CPAP supplies. I never am able to get a live person to answer the phone and have zero response from them in email or Phone on my order/status. They only send me a text which requires me to fill out a very complicated "Supply New Rx Order Form" to check on my order. I have completed that form multiple times and never hear a thing. As a result, this is my 3rd week of "not" using my CPAP machine (the face mask will not work), which I realize could be a health concern. That is very upsetting to me.******* says there "may be a ******** billing issue", but I have not once been told that by Pulmonary Solutions. I have had these problems of non-responsiveness from the start with them. Why would they not reach out to me so I could fix any billing issue? Needless to say, I am at a loss to explain my frustration over this. I just left this email on their contact form, and of course expect no response. I will copy you on my note to the *** (and several others who need to know about this). Can you tell me -- what other recourse do I have?"Please note that unless I receive an email status on my order by end of business on Tuesday, February 1st, I will be contacting your ***, *****************************, and others, to report the complete lack of service I have received from Pulmonary Solutions. The lack of communication and customer service I have experienced is inexcusable and potentially a health concern for me."**** +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

  Customer Answer

  Date: 08/30/2023

  Thank you!

  I am not surprised Pulmonary Solutions would not respond.  They are surely hiding unethical business practices.

  Regards,

  ****

• Initial Complaint

  Date:06/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased ***** machines and supplies from this company over the past several years. For all purchases, the company takes a "prepayment" to cover the deductible not paid by insurance. However, the company NEVER issues a refund when they settle with the insurance company on the contracted amount and deductible when the prepayment was an over payment.Over the past few months, I have called the company 3 times and left a message to try to resolve this and collect the refund. The company has NEVER returned my calls. For the most recent 2 years, the amount due based on my information is $122.72. Since I started doing business with them before 2 years ago, the total refund due to me will be higher.Thank you for your assistance

• Initial Complaint

  Date:02/27/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 30, 2022, I purchased a **** machine through Pulmonary Solutions (PS). The customer service representative told me that I had to pay a $95 deductible in order to receive the product as she told me insurance would not cover the product fully. So I paid PS the $95 out-of-pocket to receive the **** machine. A couple weeks passes, and I find out that my insurance company, Cigna, covered the machine 100%. I called PS in September, and told them my situation, and the customer service representative acknowledged the error and told me that I should receive a $95 refund in 4-6 weeks. 4-6 weeks pass, and I still have not received my refund. So I called their billing department, I explain my story, and the billing rep always refers me to the "manager" in order to get the refund; however, the "manager" never picks up the phone, and I get sent to voicemail. I leave a detailed message, and no one ever calls me back. Every 1-2 weeks, I call PS about my refund, and I get put through the same process - my call gets transferred to the "manager", who never picks up. I leave a voicemail, and no one ever calls me back. When I call and demand to speak to a manager, the billing rep just places me on hold and no one ever picks up. I just want my $95 refund that I am owed. Also, I must note that PS has the worst billing department. That's not how you treat customers. Who ever the person that answers the phone in the billing department is horrible.

  Business Response

  Date: 03/17/2023

  Called patient today and spoke with ***************************************** regarding his refund request. Asked for his email address so we can process the refund via ePay for $95.00. Patient understood and appreciated the call. We will keep the communication open until this refund request is completed. Informed patient that we will complete this request hopefully until next week. Please let us know if you have any questions. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19500502
  
  I acknowledge that I spoke with the manager, April, from Pulmonary Solutions today on March 17 regarding my refund request of $95.00. Additionally, she mentioned that I should receive the payment via ePay next week. Once I receive the payment, I will accept the business response. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/24/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 order supplies for my Oxygen Concentrator from Pulmonary Solutions. I need oxygen canulas, and tubing in order to use my oxygen concentrator and to be able to breathe better.Ninety percent of the time I call Pulmonary Solutions to order my oxygen supplies they never arrive and I have to call back 2, 3, 4, 5 times to get my order. This delay in getting my oxygen supplies affects my ability to breathe easily and causes me extreme stress.I have asked to speak to a manager and they transfer me to the supply ***** and no one calls back or responds to the voicemails I have to leave. The last shipment they sent me I was shorted 1 green 25 ft. oxygen tube, and I have called them 3 times with no response. Pulmonary Solutions should not be in the business of supplying medical equipment if they can't fill their customer's orders. Their customer service is non existent. I have read many reviews about this company and they are poorly rated.I hope there is something that the BBB can do.