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:01/02/2023

  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.

  For 2 months I’ve tried contacting MSC for necessary repairs on my cpap with no response. My medical device has been out of commission since early November. I’ve contacted them via phone, social media, email, I’ve contacted corporate officers. Never a response. This organization is dangerously negligent.

  Business Response

  Date: 01/06/2023

  Thank you for bringing
  this concern to our attention.  We have reviewed the customer’s account
  and their request to provide repairs or a replacement for equipment obtained
  through MSC.  We have contacted the patient and obtained new insurance
  information and are reviewing options with
  them.  We apologize for the
  delay and will continue to monitor this situation to ensure proper resolution.
  
  

  Customer Answer

  Date: 01/09/2023

  [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:
  
  
  
  Contact has been made by the business. Action has been promised. There is no resolution at this moment, only promises of potential action. I’m cautiously waiting for their next response. 
  
  
  
  Regards,
  
  
  
  ****** ****
   
  
  
  

• Initial Complaint

  Date:10/25/2022

  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.

  For over a month I have been unable to reach anyone on the customer service line. I can only reach a human being if I called a line reserved for doctors. This company reset my CPAP machine, for some unknown reason – – not based on my request, or doctors instructions. I have been trying to remedy the situation, to no avail. I’ve hit a brick wall. I’m currently trying to get my sleep doctor to see if they can get the situation remedied, and talking to the HR department at my university to see if we can use a different company. My hope is that enough complaints to the Better Business Bureau about this company will result in some change, because they hold patients hostage with a poor product that they continue to charge for.

  Business Response

  Date: 11/11/2022

  Thank you for bringing this concern to
  our attention.  We have reviewed the customer’s interaction with our staff
  and have identified where we did not properly escalate her concerns.  We
  have reviewed the escalation process with the individual staff member and will
  be referring the process to our Performance Improvement Committee to identify
  more opportunities to better our services.  We have reached out to the patient to address the service issues she experienced and hope to collaborate on how we can improve in the future.

• Initial Complaint

  Date:08/15/2022

  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 Company is billing me without listing the total price. They are late submitting to me what the total price of the bill before insurances. They are late listing what Medicare paid. They are late listing what United Heathcare paid. And they are late listing what Tri-care for life paid, thus leaving me in the dark like a mushroom with no demographics submitted on the bill whatsoever.
  
  Thus, to resolve my complaint I want to know how much the total cost of the bed was. I want to know how much Medicare paid, how much United Healthcare paid, and how much Tri-care for Life has paid; so, I can properly assess if my insurances have been proper Lee billed. I do know since Tri-care for life is part of the CSC corporation, they have been finding false excuses not to pay bills, thus I want to know if this is one of them. Also isn't there a state law that states all these figures need to be placed on bills? For all I know this might be a scam biller that has tapped into some of my medical information. I do know they were not listed in the business addresses presented by your form filler, thus I had to add all the information myself making me believe more and more this is part of a scam operation. Can you help me find out? If they are a legitimate business, can you have them correct their bad billing practices treating me as a mushroom. They have listed the e as Invoice ********. They have account number ******.

  Business Response

  Date: 08/19/2022

  Thank you for bringing this concern to our attention. 
  We have reviewed the customer’s account and rebilled the customer’s tertiary
  insurance.  In addition, we have cleared any amount due from the
  customer’s account to allow time for their claim to be processed by the
  insurance.  We have contacted the customer and provided a detailed explanation
  of the history, account status, and our actions.  We will continue to
  monitor this situation to ensure proper resolution.

• Initial Complaint

  Date:07/13/2022

  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.

  customer service could not tell me how much I owe, nor where they willing to give me an answer without pushing more equipment on me. Is this company even real? I am becoming very nervous that I have signed up for a scheme. It seems that all Medical Service Company cares about is abusing their customer and getting as much many as they can.

  Business Response

  Date: 07/15/2022

  We apologize that the patient is frustrated with what is perceived as a lack of transparency regarding pricing information.  We have left a couple of voicemails for the patient to contact us back.  From what we can see from the patient's insurance eligibility screen, the patient's insurance termed on 5/20/22.  Prior to that, the insurance verification information we received from the patient's insurance provider was that the patient's deductible has yet to of been met.  As a result, the existing claim on the patient's file is expected to be applied 100% to their deductible and thus the outstanding claim for the purchase of the patient's equipment on 5/1/22 will cost the patient an estimated $467.  All amounts we provide as detailed in our Acceptance of Billing & Collection Policies & Acknowledgement of Financial Responsibility are estimates based upon information provided to us during the insurance verification/eligibility process at the time of service.  We cannot provide exact amounts due until the insurance company fully processes each and every claim.

  We checked on the status of the outstanding claim on June 16th and information provided to us was that the insurance company received the claim and was processing it.  Prompted by the patient's inquiry on 7/13/22, we checked on the status of the claim again and the insurance's representative stated it was still in processing.  The reference number of that interaction with the insurance company is ref#***************.  

  Again, we apologize for the frustration the patient has experienced with this outstanding claim and we invite him to call us back to discuss further.  Additionally, once the insurance does process the claim, any amount due will be sent via USPS with a detailed invoice of each item provided and the amount due after insurance processing.  We also show that the patient has access to our online patient portal where he can pull our invoice/bills as well as they come available.

  Customer Answer

  Date: 07/16/2022

  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.

  The response is simply false. I have waited over 3 days for a return call which was supposed to have been made within 24 hours according to their service rep whom i spoke with. I have received zero calls or voicemails from this company. attached is the latest monthly statement I receive in the mail. neither here, nor the patient portal (screen shot attached) shows the balance owed, only what is due at the time (0$). Customer service also refused to answer the question and told me that billing could answer it and would call... again, they never called. 
  
   
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 07/19/2022

  We again apologize for the confusion this patient has had with respect to outstanding balances.  We do not display balances due or potentially owed on the patient portal until the insurance company processes the claim fully so we know exact amounts due.  Once the insurance processes such claim, patient will receive an invoice with an amount due as well as an explanation of benefits from their insurance company.  Attached is documentation of the voicemail that was left for this patient on 7/14/22 stating that the claim was still being processed with the insurance company.  We are also attaching the conversation the patient had with our representative prior to that voicemail.

   

   

  Customer Answer

  Date: 07/20/2022

  [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.

  The number was rejected from my phone as it was listed as potential spam. I am fine with waiting, however, i have an outstanding balance which has yet to be addressed. I understand the MSC's stance on not showing expected balance until payment is received by insurance and the patient , but none of my previous invoices showed a balance from the last payment. The lack of transparency is frustrating. there are payments already received, where did that money go, what was the original balance and the current balance?
  
  
  
  Regards,
  
  
  
  ***** *****