Complaints

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

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• 

  Medical Service Company

  24000 Broadway Ave Bedford, OH 44146-6329

• 

  Medical Service Company

  8960 Leavitt Road Elyria, OH 44035

• 

  Medical Service Companies

  4 Northway Ln. Latham, NY 12110

• 

  Medical Service Companies

  5500 Main St. Suite 340 Buffalo, NY 14221

• 

  Medical Service Companies

  2349 State Route 821 Ste B Marietta, OH 45750

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:05/06/2025

  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.

  The Medical Service Company has continued to bill my insurance despite me sending their PAP machine back to them. What I need is for the MSC to discontinue billing me for a service they are no longer providing and remove charges for two months when I did not have my machine anymore. However, I cannot accomplish this because they do not pick up the phone when I call and do not call me back.

  Business Response

  Date: 05/12/2025

  To whom it may concern:

  We are reaching out to the patient to communicate to them in greater detail our findings and resolution of this issue.  Due to the delay in receiving the equipment back, another month of billing was submitted.  We have already begun the correction process so the patient does not have the additional month of billing.  

  If there are any questions, please let us know.  

   

  Kind Regards,

   

  Ilah *********

• Initial Complaint

  Date:04/21/2025

  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.

  I have told the company to not send me the product due to my insurance being out of network. The company agreed to cancel my prescription. They sent the product anyways. I called the company to send a return label. They told me that I would receive it in about a week or two. I never received the return label. The company then tried to charge my credit card $865.40 three different times. I then received a bill. I do not want the product!

  Business Response

  Date: 04/30/2025

  To whom it may concern:

  We have made at least two attempts to contact this patient to understand if the return label was received as requested and if she was able to return the products she received.  To date, we have not heard back from the patient.  If the patient needs a new return label, we are happy to provide that.  Please contact us to this up.  Thank you,

   

  Ilah *********

• Initial Complaint

  Date:04/14/2025

  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.

  This company deducted $500+ from my account without warning. The charges allegedly date back to January of 2024, but we’ve received no communication about them. I called to clear things up, but the company refused to issue a refund notice in writing and accept a payment plan. To top it all off, we received a notice for the bill on April 14, 2025. The bill noted the deadline to pay was April 9. What a joke.

  Business Response

  Date: 04/16/2025

  To whom it may concern:

   

  This case was resolved yesterday, 4/16/2025.  If there are any additional questions, please contact me.  

   

  Ilah *********

• Initial Complaint

  Date:03/28/2025

  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 received a phone call from a debt collector saying i owed money from unpaid bill from Medical service company which is were i get my cpap supplies from but i have not received any bill from them so i thought my medical insurance was taken care of any bill for this, so i called them and they told me that they were sending bills to my email which i never agreed to and i explained that i don't look at my emails for bills i need it mailed and they never mailed any bill to me so i had no knowledge that i was receiving any bills.

  Business Response

  Date: 04/04/2025

  
  Thank you for bringing
  this matter to our attention. Upon review of the account, it has been confirmed
  that the outstanding balance is a result of unpaid invoices for services
  provided when the deductible had not yet been met and that products and services
  provided were billed in compliance with the patient's insurance on
  file.  
  
  Billing statements were
  mailed on a monthly basis via USPS from August of 2022 through May of
  2023.  In June of 2023 additional attempts were made to notify the
  customer of the balance in question with communication sent via eDelivery to
  the customer's email on file. The outstanding collection balance in question has been confirmed to be accurate. 

  If there are any additional questions
  regarding the outstanding balance, the Billing Department can be reached by
  calling (800) 824-1400. Thank you.

• Initial Complaint

  Date:03/15/2025

  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.

  After a Sleep Apnea test determined in September that I had moderate to severe sleep apnea, my doctor submitted a request for a cpap machine. After my doctor failed to provide the correct documentation to the company I obtained it myself and sent it to the company. My equipment got held up at a FedEx facility and I never received until after the first of the year. I then had to wait to be trained on the machine. In February I called asked for a different type of head mask. The straps cover my eyes. The woman I spoke with me told me the medical company sent me the wrong mask. A kind that is typically for men. She tried to send me the new strap and the mask with the tube on the head instead of my face. I have still yet to receive this. However, I did receive notice that I haven’t used my machine enough for the insurance company to pay for it.
  
  Please explain to me how you sending me the wrong equipment, it getting lost, not sending the new equipment that was requested but you want money from me and now to take the machine away.

  Business Response

  Date: 03/25/2025

  Thank you for bringing this matter to our attention.  We are happy to report that we were able to speak with the customer directly.  A replacement will be shipped out to address this issue.

  Customer Answer

  Date: 03/27/2025

  [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. I have received the new mask in the mail yesterday 3/26/2025 and we spoke directly to address the letter received.
  
  
  
  Regards,
  
  
  
  ****** ****
  
  
  
  
  

• Initial Complaint

  Date:01/28/2025

  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 writing to file a complaint against MSC Sleep also known as Medical Service Company regarding an unjust billing charge incurred after I returned a CPAP machine.
  
  Timeline of Events:
  
  Beginning of January 2025: I began requesting a return shipping label for my CPAP machine from MSC Sleep.
  
  [Date, approximately 3 weeks later]: I finally received the return shipping label from MSC Sleep after numerous attempts to contact customer service.
  
  [Date of Invoice]: I received an invoice from MSC Sleep dated January 9, 2025, which I believe is an unjust charge.
  
  Reason for Complaint:
  
  The significant delay in receiving the return shipping label, despite multiple requests, was entirely due to the inaction of MSC Sleep.
  
  I should not be held responsible for charges incurred during the period I was waiting for the return label, as this delay was entirely within their control.
  
  Desired Resolution:
  
  I request that the invoice dated January 9, 2025, be immediately canceled and removed from my account.

  Business Response

  Date: 02/03/2025

  Thank you for bringing this matter to our attention.  A review of the account was conducted, and an account adjustment was made resulting in a zero balance.  

  Customer Answer

  Date: 02/04/2025

  [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 is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ****
  
  
  
  
  

• Initial Complaint

  Date:01/17/2025

  Type:Customer Service 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.

  Every day around 10, I get one or two phone calls from "Jen" from a "medical insurance company". I have reported and blocked this number via my phone, but they keep coming. What is also troubling is that they seem to know I have a CPAP and that I am "due" for ordering replacements (which I do not want). They number they want me to call is: ************ **I would like these calls to stop permanently, but I don't know how to do that.

  Business Response

  Date: 01/24/2025

  Thank you for bringing this to our attention. We were able to speak with the customer and update communication preference on the account removing him from all calls, emails and text messaging.

  Customer Answer

  Date: 01/27/2025

  [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 is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  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 contacted Medical Service Company prior to leaving for the holidays and made arrangements over the phone to rent a portable oxygen concentrater machine. Since the company charges for drop-off and pick-up I let them know I would come to their location to pick up the machine which I did on December 20, 2024. When I arrived, they told me that the intended machine was unavailable but they had a similar one available. I signed the paperwork and paid them, after which I returned home. Upon arriving home my wife told me that, during my absence, Medical Service Company had come to the house to drop off a machine. I called the office and told them I was confused since I had not elected delivery and had already picked up the machine offered. I was told someone had made an error and not to be concerned. I told them I did not want to be charged for something I had not agreed to and was assured I wouldn't. During our trip once again a delivery was attempted. I called and was once again told it would be taken care of. I dropped off the machine upon our return on January 3, 2025. On January 6, 2025 a pickup was attempted and a hang tag left on our front door. I called, spent 15 minutes on hold to speak to an agent, and requested to speak with a manager. Over 10 minutes later the agent was still filling out paperwork. I was still not transferred to a manager and finally hung up. The situation is irritating, unwarranted, and I want it to stop. I want to be contacted in writing by the company (either via US mail or email) with the assurance that this has been corrected once and for all. I further want the company to know that, should this situation not be resolved to my satisfaction, I will be forced to take additional steps.

  Business Response

  Date: 01/10/2025

  Thank you for bringing this matter to our attention. The account has been reviewed and adjusted to reflect a credit to the account.  Additionally, a manager called and left a message to notify the customer of this update along with a direct phone number for a return call.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/02/2024

  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.

  trying to bill me for equipment for my c-pap machine I never received. Wait 6 months to bill me , now its to late to dispute the charges.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this to matter to our attention.  We are happy to report that a manager was able to speak with the customer to discuss the charges in question and find resolution.

  Customer Answer

  Date: 12/04/2024

  [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 is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  

• Initial Complaint

  Date:11/19/2024

  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.

  company is billing me for products i have not ordered. i called them to send it back and they said no and would not give me there address. also a piece of my equipment failed and i feel it should of had some sort of warranty.

  Business Response

  Date: 11/25/2024

  Thank you for bringing this concern to our
  attention. After a full review of the account including signed documents and
  related call recordings, it was found that an electronic signature was
  obtained acknowledging the return policy and items were ordered and confirmed. As a courtesy, a quantity adjustment has been made for one of the items shipped
  and the account has been made to reflect this adjustment.
  
  Thank you. 

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  hello i tried to add to my complaint but was not able to on the
  previous emails. the company states that i signed for approval for
  this order and i have not. the water chamber in my cpap machine
  started leaking and i wanted to purchase a new one. the lady i spoke
  with took the order and also said your insurance company is ready to
  accept another order. i asked for a nasal piece { one and they sent
  and charged me for six}. and a new item they sent that i did not ask
  for. i had to wait a couple weeks for supplies and inbetween that time
  quit using the cpap machine altogether. i called to send the items
  back and she said it was too late. i also dont understand why my
  machine started leaking ruining my bed side table and was there any
  warranty. i dont believe i had it even a year. i have received two
  bills lately saying it will go into collections. they should of sent
  the water tank overnight since it failed and then i would of been able
  to continue to use it. i am not using the machine anymore since it
  took too long to get the broken part. i have also called there billing
  dept to inquire about a so called bill reduction and there has not
  been one.  thank you ***** ******* *** *******

  
  
  
  
  
  
   

  
  

  Business Response

  Date: 12/04/2024

  Thank you for this information.  A supervisor from our billing department has attempted to reach the customer to discuss the adjustments and has left a direct phone number for a return call.