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 has 37 locations, listed below.

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• 

  Medical Service Company

  24000 Broadway Ave Bedford, OH 44146-6329

• 

  Medical Service Companies

  7499 Seneca Rd. Suite 6 Hornell, NY 14843

• 

  Medical Service Company

  92 N Diamond St Mansfield, OH 44902

• 

  Medical Service Company

  335 Glessner Ave Mansfield, OH 44903

• 

  Medical Service Company

  10150 International Blvd. Cincinnati, OH 45246

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:11/24/2023

  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.

  Date of service - Aug.11,2023 Medical Service Co took over **** ****** **** ****. My wife and I were getting our CPAP supplies from **** ******. ****** Ins covered 80% and **** ****** Financial Aid covered the 20% remaining. Ordered supplies from Med Serv Co. They told me OHFA would carry over. They sent 2 bills for $48.22. Now they are saying that OHFA has expired. Never told me there was an expiration date. While talking to one of their reps on the phone she " just happen to mention" they had their on financial aid program. This is the first time I ever heard of it. Can't find any info on their web site. They are not very good at communicating or calling back when they say they will. They automatically deducted $48.22 from my account and are adding $15.00 late fee on Other $48.22 bill. ($63.22). I have sent them all documents that I can and they still will not explain to my satisfaction why this has happened.

  Business Response

  Date: 12/14/2023

  Thank you for bringing
  this concern to our attention.  The payment arrangements through the patient's previous supplier were
  honored by our company but had expired.  We have notified the patient of
  renewal options and the accounts of both him and his spouse have been updated and all charges removed.  We have contacted the patient to review these
  updates and address any additional concerns.  This patient has also been provided a direct contact to resolve
  any future concerns.

  Customer Answer

  Date: 12/15/2023

  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.]       I will accept offer when funds are returned to my bank account.
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 12/21/2023

  [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,
  
  
  
  **** ********

   

  Got refund. Will accept settlement terms.

  
  

  
  

  
  

  
  
  
  
  

  
  

• Initial Complaint

  Date:10/28/2023

  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.

  Medical Service Company sent to my house the Dexcom Glucose Monitor. The dexcom did not work. I call MSC to return the Dexcom before thirty days and the representative stated that a return authorization would be issued and sent to me. The last contact with MSC(10/26/23) I requested this escalated to supervisor and given the names of Mgr. Jackie or Alex. I did not receive callback from Manager Because this has been going on for six months I am requesting assistance from BBB.

  Business Response

  Date: 11/06/2023

  Thank you for bringing this concern to our attention.  We
  have identified the process error that caused the delay in the patient’s
  request. We have contacted our distributor, and a return slip is being sent to
  the patient immediately.  We have requested an immediate refund of the item be submitted to the patient's insurance.  We have also identified the updated order request and
  expedited its shipping; the equipment should arrive in the next 1-2 business
  days.  If we can be of further assistance in this matter, please let us
  know.

• Initial Complaint

  Date:10/10/2023

  Type:Delivery 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 had my doctor order CPAP supplies (tubing, filter, mask) 3 months ago, and I have called Medical Service Company once a week, for 3 months, they have not delivered any of my required equipment, a tracking number for the equipment, or any information on my equipment at all.
  They have hung up on me for asking questions about my equipment.
  They have failed to send me a promised "Tracking number" for my equipment.
  They have blamed my doctor for their failure to send my equipment.
  They have put me on hold for 45 minutes just to hang up on me when they answered.
  I have given them every piece of information they have asked for, followed every one of their guidelines, and even messaged my doctor about an update on my medical information.
  
  I do not have any "Supporting documents" as this was all done over the phone.

  Business Response

  Date: 10/27/2023

  Thank you
  for bringing this concern to our attention.  We have reviewed the
  customer’s account and and confirmed that additional information was required to finalize the request.  We have contacted the patient's provider and with the additional information provided shipped the patient's order.  We apologize for the delay and will continue to monitor
  this situation to ensure proper resolution

• Initial Complaint

  Date:09/08/2023

  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 started with MSC back in 2/23 for CPAP therapy. Since then, I have had nothing but issues with them; every time I call, I'm on hold for >30 minutes, which wouldn't be a problem if I didn't have to continuously call to clear up MSCs mistakes. Initially, I had Michigan Medicaid & MSC told me I could signup for auto shipment of supplies, which I agreed to, but never received a call, text, email, nor the supplies for a couple of months, & they were supposed to be delivered monthly. I called MSC back & they said, "no, that person was mistaken, with Medicaid we cannot automatically ship supplies to you, you have to call every month." So, I went without supplies for a couple months. That lady said she would ship the supplies out to me & I should receive them within 2 weeks; I waited for that time to pass, but never received them, so I called back & MSC said they were waiting on a new Rx from prescriber for a heated tube. I told them to forget the heated tube, just to send the other supplies that I'm out of & she said that the tubing wasn't even covered on Medicaid, so she wasn't sure why they sent a request to the prescriber! That's just one instance of the mess ups I've experienced with MSC. The latest is that I moved from MI to KY & have new insurance through my employer, so I called MSC & gave them the new info & asked them to fill whatever can be filled & asked if they knew what my portion of the cost would be, she stated she wouldn't know my portion until the insurance pays their portion but that the supplies wouldn't be shipped until the insurance paid & I paid my portion, so I agreed to it. Well, I received the supplies about 2 weeks later, so I assumed I didn't owe anything. Then about a month later I received a bill for almost $300! I called them & told them what the last lady said & they said they would listen to recordings & get back to me. They did & basically called me a liar & said she never said that nor any of the other miscommunications in the calls.

  Business Response

  Date: 09/19/2023

  Thank you for bringing
  this concern to our attention.  Medical Service Company apologizes for the
  miscommunication of our auto-ship services and any delay that it may have
  caused. Our staff has been reeducated on this policy.  The patient was made aware that
  we cannot determine final cost for the provided equipment until submitted for
  coverage through their insurance and was offered a payment plan for any costs
  which were not covered under her new insurance. We have contacted the patient
  to ensure that they have received all of the requested equipment and explain
  additional charges that may be a result of their insurance change.  This
  patient has also been provided a direct contact to resolve any future concerns.

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while they did reach out to me, they did nothing to resolve the issue of the almost $300 bill. I will be making an appointment with a new sleep specialist so I can use a different medical supply company because the auto shipment was not the only issue I had with them, even though that's the only one they addressed in the rebuttal and on the phone. Michelle (the lady I spoke with) was kind enough to request a new Rx from my current sleep specialist so they can bill for the CPAP machine. Apparently, MSC will start charging for the machine for a whole new year, even though they already got about 6 months worth of payments from my previous insurance, which isn't right to do either; in other words, they're charging about 18 months for a machine which should've been paid off in 12 months. 

  Thank you for contacting the company so quickly and working to get this resolved for me! I appreciate your efforts! 
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  

  
  

• Initial Complaint

  Date:08/22/2023

  Type:Delivery 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 is a medical supply company which purchased the CPAP supply business from Ohio Health. My issue started on April 27 when I first called to get replacement supplies. They told me to call back in 2 weeks as they didn’t have my information from Ohio health yet. Around May 10/12 I called and placed my supply order. After a month of no supplies I called them and was told paperwork was needed from my doctor, they closed this first request out and started a new one. (Probably to make their internal reports look better). Since that time, I have called several times, my doctor has sent two prescriptions, her office has called them, my doctor has called them twice. Still my order has not been filled. Every phone call has met with basically indifference and inaction. I need supplies for my CPAP. I was told last October that I have to get my supplies from them( at the time, Ohio health) or Medicare would not continue to pay for my machine. Thus I am trapped at this time awaiting for supplies. Any help you can lend on pushing this company to do their job would be appreciated. Thanks

  Business Response

  Date: 08/24/2023

  Thank you for bringing
  this concern to our attention.  Medical Service Company recently acquired the
  patient’s previous supplier and notification of the change was sent at that
  time.  We have contacted the patient to review this transition, their
  current bill, as well as arrange delivery of additional supplies and equipment
  he requested.  This patient has also been provided a direct contact to
  resolve any future concerns.
  

• Initial Complaint

  Date:08/14/2023

  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.

  received a bill saying i owed 3 payment for 2.66 and a 15.00 late fee,. I have no idea who this company is have never gotten anything from them at all,
  
  the bill says for homefill oxygen rental. again have no idea who this company is,. my oxygen machine is from someone else,. and i have not had any supplies in 8 months at all from anyone.
  one would think if they bill for a machine they would take care of the supplies also.. but they have not nor contacted me about anything.
  so i buy my supplies online.
  
  so either this company is a scam, or it don't know how to contact anyone about anything.
  
  I won't pay anything to this company, as i dont know who they are,. end of story
  
  also i will be filing complaints with the AG over this...

  Business Response

  Date: 08/29/2023

  Thank you for bringing this
  concern to our attention.  Medical Service Company recently acquired the
  patient’s previous supplier and notification of the change was sent at that
  time.  We have contacted the patient to review this transition, their
  current bill, as well as arrange delivery of additional supplies and equipment
  he requested.  This patient has also been provided a direct contact to
  resolve any future concerns.

  Customer Answer

  Date: 08/30/2023

  [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:05/11/2023

  Type:Customer Service 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.

  No money involved.
  I’m disabled and they robo call me daily.
  I have tried very hard to get them to stop calling for almost 2 years.
  They still call daily.
  For health reasons, can’t turn the phone off.
  Reporting incessant harassment.
  Supposedly a reputable company that is supposed to supply my CPAP Equipment, but I don’t want anything to do with them.
  Please help.

  Business Response

  Date: 05/24/2023

  Thank you for bringing this
  concern to our attention.  We have updated our records to remove both the
  patients' information from our calling service.   If we can be of further
  assistance in this matter, please let us know.

• Initial Complaint

  Date:04/15/2023

  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.

  The Medical Services company sent me a three month supply of Dexcom glucose devices in Feb of 2013. At the same time my employer began providing them through my pharmacy for $60 for a three month supply as opposed to the $657.15 for the same devices. I called the the medical services company many times to return them. They told me they needed to send me a UPS packing slip to return them which they finally sent me in mid March 2023. I sent the devices back and confirmed this with the tracking number supplied. After this they sent me another bill for those returned devices. I called and told them they were returned but they are still sending the bill to my 14 year old son, Will. They are now added late charges and I am concerned they will ruin his credit. I need this billing harassment to stop, please contact me through my cell number I provided.
  thank you,
  *** ******* **.

  Business Response

  Date: 05/05/2023

  Thank you for bringing this concern to our attention.  We have received notification from our vendor that the equipment has been returned and have updated the patient’s account accordingly.  The patient’s account has been updated to reflect the appropriate responsible. At this time, we have not reported this account to any collections agency so there should be no negative impact to anyone’s credit. We apologize for the inconvenience and if we can be of further assistance in this matter, please let us know.

• Initial Complaint

  Date:02/21/2023

  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.

  I received a cpap machine for sleep apnea I have been calling this company since Jan I'm being told one thing by them one thing by my insurance and one thing by the Dr's office nobody can do what they say they are going to do and I'm tired of them collecting money for something I can't use because of them

  Business Response

  Date: 03/02/2023

  Thank you for bringing
  this concern to our attention.  We have reached out to the patient and her
  provider to get the necessary documentation needed to service the
  patient.  We appreciate their patience and understanding as we complete
  this process and have provided a direct line for any additional concerns in
  this matter to be addressed.

• Initial Complaint

  Date:02/13/2023

  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.

  Medical service company sent me recalled equipment and billed me for it .then billed to replace it ?

  Business Response

  Date: 02/19/2023

  Thank you for bringing
  this concern to our attention.  The recall referenced is only applicable
  to patients who have a specific medical condition(s) that would be impacted by
  their use of the equipment. The customer’s account does not show any record of
  these related medical conditions.  Upon being contacted by the patient
  regarding the recall we immediately supplied them with a different mask, of
  greater value, at no charge.  We have attempted to reach customer to
  discuss any additional concerns, but the contact information provided is no
  longer in service.

  Customer Answer

  Date: 02/19/2023

  [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,
  
  
  
  ******* *********