Business Profile

Hospital Supplies

Medical Service Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

43 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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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:11/05/2024
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.
When I set up my payment with this company in January of 2023 for rental of CPAP machine and supplies I provided them with my flexible spending account debit card that they said would be billed on a monthly basis for rental fee and any supplies purchased, but I did not receive a bill from them until September 2024 which they automatically debited my FSA debit card for and the claim was denied due to being for charges that occurred in the prior plan year rendering them ineligible expenses and I was asked to pay back $250.57 which I do not believe I should have to. Also when I called the company an answering machine picked up and said they do not check messages frequently and to use different mode of contact, but there was no other way provided.
Business Response
Date: 11/08/2024
Thank you for bringing this matter to our attention. We have reviewed the customer's account and have identified a delay in claims processing on our end that resulted in the denial and subsequent request by the Plan for repayment by the customer. As a result, we will be coordinating with the Plan directly to issue a refund for the amount due. We apologize for any inconvenience this has caused.

Customer Answer
Date: 11/12/2024
[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. I look forward to the refund being issued to my flexible spending account do that I am not responsible for covering the expense of these ineligible charges.

Regards,

***** **********
Initial Complaint
Date:08/23/2024
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.
Medical Service Co. misshipped and overorded home supplies for my mouth surgery 1/08/2024. No procedures, rules, or “terms of agreement” were explained or given to me. Ninety days later came my first bill. They NEVER explained: Don’t open unmarked packages, contents will be contaminated; returns must be made within 30 days; the suction pump given to you in the hospital is a RENTAL. I feel negligence and lack of follow-up on the part of MSC caused the misshipment, over shipment, and lack of direction. I donated the unused supplies and the rental pump after 80 days. The only thing I knew at that time was “don’t open unmarked packages…. Current invoice is $311.92, dated Aug. 1, 2024. The surgical team and RN care teams knew the trach tube was going to be removed, but not MSC liaison Kerry *** ******? I was in UH 1/8-1/14/2024. Home care personnel that included a doctor and RN visited every day. ONE SIMPLE PIECE OF PAPER explaining procedures from MSC would have avoided this mess. I feel MSC may have put profits first, patient proper care/treatment second. I feel more like a victim of their operating procedures than a patient. Looking at the complaints filed with you, so do others. Surprised someone hasn’t contacted news media outlets to investigate.
Business Response
Date: 08/29/2024
Thank you for bringing this to matter to our attention. The account is currently being reviewed in detail. A final response will be provided once complete.
Thank you for your patience as we complete the review process.
Business Response
Date: 09/17/2024
Hello. An email reflecting the zero balance on the customer's account has been sent to his email address on file. Additionally, we are working to obtain documentation from ** ******** indicating the zero balance. We will be providing this document as soon as it becomes available to us. Thank you for your patience.
Customer Answer
Date: 09/20/2024
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.]

Waiting on zero invoice from debt collector

Regards,

*** ********
Initial Complaint
Date:08/14/2024
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 used this company to purchase a very expensiveCPAP machine in July of this year-Airsence 11. I have had nothing but problems trying to use it as prescribed, I need refitted for a different device, mask. I have called the company many times, left many messages and NEVER received a call back. I spoke with the district manager (Rob) and told him I wanted to return the machine, he said he would send a return kit. I have never received that. I made a "follow up" appointment and when I checked in for the appt, my records were all messed up and I left the appointment. I sent the CEO a message asking him to call me, I did NOT receive a call. I want someone in upper management to call me regarding these issues or I will speak to an attorney. This has been charged to my insurance and I want to return this item and my insurance credited for what they have paid.
Business Response
Date: 08/19/2024
Thank you for bringing this matter to our attention. We were able to speak with Mr. **** last week to address his concerns which would no longer require a return of the equipment. Additionally, we are actively working to address any concerns as it relates to the usage of the equipment, and he has been provided with a direct phone number for the person assisting him.
Thank you.
Customer Answer
Date: 08/19/2024
[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 as long as this company continues to assist me with the issues I have with this equipment.

Regards,

**** ****
Initial Complaint
Date:07/08/2024
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.
MSC Sleep is the company responsible for setting up my CPAP machine and providing me with supplies. The company has wrongfully provided two heated hoses of the incorrect model despite having full information on which CPAP machines was provided to me. Despite their mistake, they refuse to refund the two orders since they have passed 30 days from receipt. This is not a return since I am not returning something I ordered. I ordered heated hoses for the Air Sense 11 and received hoses for the Air Sense 10. CSP is scamming me by providing wrong equipment and charging my account.

MSC Sleep Order ***********

Product no. Item Quantity
********** Spirit AirSense 11 Filter 1pk ******* * ***** AirFit F20 System Medium w/hdgr * ***** Air 10 Heated Tubing; 1
***** *esMed AirFit F20 Cushion Med 3
Business Response
Date: 07/12/2024
Thank you for
bringing this matter to our attention. After a review of the account and
related interactions, we were able to identify a process error that occurred
resulting in the shipment of the incorrect item. We were able to speak
with the customer and a replacement item will be issued and a credit has been applied to
the patient's account. We apologize for the inconvenience this has
caused. Our team can be contacted at ************ if there is
anything more we can do.

Thank you.
Initial Complaint
Date:06/24/2024
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.
MSC will not send me the mailing labels they said I need to return their cpap machine. I have been promised the stickers for over 2 months, and yet I still have the machine. I have even taken it to them in person, and both times they would not take the machine back. I have called multiple times, sent emails, and went to their offices, to no available.
Business Response
Date: 06/28/2024
Thank you for bringing this matter to our attention. We have resent a return label to the email address provided and have attempted to contact the customer to ensure receipt but have been unsuccessful at making contact. We apologize for any inconvenience this has caused. A voicemail has been left along with a direct phone number should there be anything more we can do.
Thank you.
Initial Complaint
Date:05/16/2024
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.
Medical Services Company was telemarketing me a couple times a week for about a year. I did not order any supplies. One day in April 2024 I received an email stating I owed them $22.18. I logged on to their website and saw they said I bought medical supplies in January 2024. I contacted the company through their online AI and explained I did not order anything and I did not receive anything. The AI said it would get back to me in a couple days. I never heard back. On May 16th I received another email stating I now owe them $37.18. I don't know where these bills are coming from. I have not ordered anything and I have not received anything. I think the company is a scam.
Business Response
Date: 05/22/2024
Thank you for bringing this matter to our attention. After a review of the account, we were pleased to be able to speak directly with the customer to clarify the item and the amount being invoiced. The customer confirmed understanding of the balance due and requested that we forward the statement for payment.
Thank you.
Initial Complaint
Date:04/24/2024
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.
In May of 2023, I had just met my deductible for a knee procedure. I had been buying CPAP supplies online and used them long past the prescibed time. I went to NP Jeneane Schmidt at St. Vincent in Evansville to be able to get CPAP supplies. While there she mentioned that my machine was old enough that I was eligible for a new one. She suggested Medical Service Company which I later found out was a subsidiary of ST. Vincent. That same day I ordered supplies.

They messed up my order a couple of times but that happens. They didn't get me a machine for 2 months claiming they were on back order, but just last week they lied and said they hadn't got my prescription in a dispute. They tried to cover themselves by claiming they didn't get the presription and I saw other complaintants on here who said the same thing.

Long before that I was upset that my deductible time clock was running and they didn't start billing me for months after I ordered. I was not happy about that but not irate like I am now. I could have gone elswhere and been served that week. Huge mistake.

They had their Mr. Nice GUY DEPARTMENT call and he fed me platitudes about how much he understood and how he'd see wha he could do.

I had been on the phone with these people so long and on wait longer and so stressed I just told them I wanted their company out of my life.

Last week an automatic charge on card showed up from this incompetent, dishonest company.

I had to be on hold for hours and hours and on hold for ever. After talking with several people the agent started the lying. She said that they didn't get me prescription right after saying the machine I ordered was recalled. Those things don't have anything to do with on another they were likely just company protocol used to screw customers.

Since I didn't want to spend any more time on the phone and on hold, I just paid what these thieves claimed I owed.

I have never filed a complaint. This is the worst service I have had.
Business Response
Date: 05/02/2024
Thank you for bringing this matter to our attention. After a complete review of the customer’s account,
it has been determined that services were provided and billed in accordance
with insurance guidelines.
Customer Answer
Date: 05/03/2024
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.

This company took 2 entire months to fulfull my order. They 'claimed' that they didn't get a prescription from my doctor. Then they "claimed" that my machine was on backorder which is an obviuos irrelevancy. How could they order me a machine without a prescription? This seems dishonest. They cost me money with their incompetence. They never contacted me about a machine for 2 months but they ordered one but it was on back order. I don't understand how this is anything but a lie. Another thing they did was put their PR guy on the case when I was inquring about where my machine was. He said he would try to take care of it, emphathised with me, "understood" my frustration, BUT DIDN'T DO A THING.
Many of the complaints on here have a similar theme. They somehow come up with a lost prescription after not fulfulling it for weeks and months.

I would really hope the the BBB has an interest in this case because they are screwing people over. There others on here like that, and this giant of a company of which I was sold by my provider as a local company (incidentally they had been recently bought by ST Vincent, and that seems really really shady too), is not acting on good Faith.
I really hope there is something else we can do. Its more than the few hundred bucks they owe. They screw people and should not be allowed to screw people. I just have CPAP, some customers on here have serious issues and should not deal with this company.
Please help. This is precisely the kind of shenanigans that conglomerate companies pull that should be quashed.

Regards,

**** *****

Business Response
Date: 05/09/2024
“Thank you for bringing this follow-up message to our attention. It has been confirmed that all normal processes of working with the patient’s referring physician and insurance plan to obtain required documentation prior to scheduling set up were followed. Timing varies based upon responses received from those parties and our internal review of all documentation upon receipt.”

Customer Answer
Date: 05/11/2024
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,

**** *****

I have a text from May 26 that proves that this company is lying and incompetent. It says they received my doctors orders. I just found it scrolling through my phone. Please help me go after them. They’ve done this to other people and they need to corrected. They lied and said they didn’t get my script till late July.

this should be enough to do at least something.
Initial Complaint
Date:03/28/2024
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.
I am being charged 4 times what they told me for my CPAP equipment. I am usually charged $13.52 for rental of my CPAP however, in February and March I was charged $69.41. In February I chatted with one of their agents who stated that February was the last month I would be charged $69.41 and it was because I did not meet my Medicare deductible. They also stated after I pay the February invoice I would only have 2 more invoices and then the CPAP machine was mine. My March invoice was $69.41 so I chatted them again (it is impossible to reach anyone by phone I tried several times and was on hold for over an hour only to be disconnected) and the rep told me the exact same thing they told me last month. I told them I no longer authorize them to take money from my bank account to send me a bill and I would pay it and they said if I stop automatic payments I have to return the machine. I contacted Medicare and found out I already met my deductible at the end of January. Now when I try to chat them I enter my name and it says no agent is available so I had my daughter try and she entered her name and low and behold she was connected to an agent when she said what was going on they disconnected the chat
Business Response
Date: 04/04/2024
Thank you for bringing this concern to our
attention. Upon review we have confirmed that the invoice received was 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. We have attempted to contact the
patient to ensure all concerns have been resolved and review the details of current and future invoices directly with the patient or their caregiver but have been unsuccessful at
making contact. We apologize for any inconvenience this has caused and
our team can be contacted directly at ******************************************* if there is anything more we can do.
Thank you.
Customer Answer
Date: 04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21500283, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
i did speak to someone who reached out to me and they did not provide adequate answers. I sent them the Medicare pdf I had showing my deductible had been met which was supplied to me by Medicare. Also they had no explanation for why I was told I had 2 payments left 2 months in a row.

Regards,

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

Customer Answer
Date: 04/04/2024
That’s exactly what I sent them showing I met my deductible. And why last month I only had 2 payments left and this month after making the payment last month do I still have 2 payments left
Initial Complaint
Date:02/29/2024
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.
I was in the hospital last year. When I arrived home from the hospital, a man delivered an oxygen machine. I didn't know where it came from. Unbeknownst to me, they had been billing my insurance company.
I have made multiple calls since 1.22.24 asking them to pick up their oxygen machine. They are declining to pick it up.
I do not want to be billed after this month. I have purchased my own machine.
Business Response
Date: 03/25/2024
Thank you for bringing this concern to our attention. We have been able to identify the process error that occurred on our end that did delay the pick of the patient’s equipment and have done reeducation of staff to ensure this does not occur in the future. We have also confirmed that all billing for these items have ceased, and that the equipment has been picked up. We have attempted to contact the patient to ensure all concerns have been resolved but have been unsuccessful at making contact. We apologize for any inconvenience this has caused and our team can be contacted directly at ******************************************* if there is anything more we can do.

Thank you so much!
Crystal
Initial Complaint
Date:01/16/2024
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.
On 12/29/2023, I contacted the company to order a new nebulizer machine for my son via our health insurance. My son's pediatrician sent over the prescription. The first representative gave me the wrong fax number. I had the pediatrician resend the prescription. I had to call three times before they could even locate the prescription or my son's information. I was told a representative would verify insurance and reach out to me. This NEVER happened. When I called the company they verified the insurance on the first call and promised to have the machine delivered on 12/31/2023. This also never happened. I called back again on 01/04/2024 to inquire about the order. I was told that they did not have information for hi or a prescription in their system. I called back again and the pediatrician provided me with MULTIPLE successful fax transmissions. I called back again and confirmed insurance information. They advised that the information was fine and that they would set up delivery for that day. I asked for a supervisor to give me a call to discuss the horrible customer experience. Betsey again advised she would pass this information. I never received a call back from the supervisor. I called back AGAIN on 01/10/2024, and again spoke to Betsey. She gave the same excuse that the information had not been verified and passed on. Yet, she was the last person I talked to. She again verified the information and advised me the order would be delivered on this day. Again, which is not a surprise, the machine has not been delivered. My son does not have a working nebulizer in the dead of winter in ********. This is completely unacceptable!
Business Response
Date: 01/25/2024
Thank you for bringing
this concern to our attention. The initial request submitted by the patient’s
provider did not contain the necessary documentation required to process
the request. We did make multiple attempts
to obtain this information and were able to obtain the required items on 1/4/2024, allowing us to complete our processing and ship on 1/17/2024. We
have attempted to contact the patient to ensure that they have received all of
the requested equipment but have been unsuccessful.
Customer Answer
Date: 01/25/2024
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.

Their "excuse" as to why they could process the order is a utter lie. I gave Betsey the insurance information 2 separate times. I talked to two other representatives who I provided the information to. I encourage their leadership to actually listen to the "recorded calls for quality purposes and provide appropriate training and-redirection. I will continue with my complaint with other organizations since they continue to not take accountability. They've taken over an entire account from a large healthcare provider, and clearly they're unable to provide quality customer service. And they send a machine for a 7 year old WITHOUT A MASK. Still a poor experience from beginning to end.

Regards,

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

Business Response
Date: 01/26/2024

We have reviewed all of the phone calls as requested and regretfully confirm that there was unnecessary delay caused by a process error on our end, the insurance information was provided by the customer and not properly applied by our staff. We have expedited shipment of the equipment and sincerely apologize for the frustration this has caused. We have provided a direct contact for any future issues and will be doing immediate policy review and education with all staff members involved. We appreciate your willingness to let us correct this matter, if there is anything more we can do please let us know.

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Medical Service Company is NOT a BBB Accredited Business.