Complaints

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

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  Synergy Medical Systems, Inc

  1710 Willow Creek Cir # 1 Eugene, OR 97402-9192

• 

  Synergy Medical Systems, Inc

  25589 SW Canyon Creek Rd Ste 600 Wilsonville, OR 97070

• 

  Synergy Medical Systems, Inc

  4050 Lake Otis Pkwy Ste 207 Anchorage, AK 99508-5221

• 

  Synergy Medical Systems, Inc

  500 S 336th St Ste 109 Federal Way, WA 98003

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:02/17/2025

  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.

  Hear is an email and letter sent to the CEO of Synergy, Mr. ********** in January of 2025.This note is in regard to a ************* Pneumatic walking splint that we have mailed back to Synergy Medical Systems in ****** OR. We continually are getting billed for a boot we have returned. Can you please reach out to the billing team to let them know that we should not be sent any bills going forward? We didnt want the boot when we were at the emergency room, but the doctor convinced us it would be good to have as a just in case. Had we known wed be receiving a bill for $393 for a boot that sells for less than $50 on Amazon (same exact model), we definitely wouldnt have taken it. I have called Synergys customer service representatives multiple times (9/26/24, 10/11/24, 12/02/24) and never received a call back when I requested to speak to a manager. If Synergy was attempting to charge a reasonable amount for the boot, we probably would have paid for it. I dont think Synergy is treating people properly by charging exorbitant amounts and then not helping the customer when they call about it. We have incurred the cost of mailing the boot back and would appreciate it if Synergy Medical Systems would acknowledge that its been returned and close out our account.

  Business Response

  Date: 02/18/2025

  Thank you for reaching out on this customer complaint, we try to do our best to reach out to patient and resolve the complaint in house. We are a Durable Medical Equipment supplier, our product is in Clinics, Hospitals and Urgent cares for doctors to place on patients when they prescribe equipment. Customer's son, ******* Walk received the boot on 7/26/2024 at Good Samaritan emergency room. Doctor ***** ******* prescribed the walking boot, due to a strain right achilles tendon. Patient was placed in a walking boot based on the doctor's recommendation. Our proof of delivery was signed, a copy is given to patient, and it clearly has our return policy on the proof of delivery. It states the item is dispensed as a single use and non-refundable. The only time our product can be returned is if it was never place on the patient or if the product was faulty. Since this is a medical device, we can't place this item on any other patient, once it has been used. We billed patient's *************** which was provided to us from the doctor's office. We bill at the ******** allowable rate x 1.2, which is the medical standard for this item. Patient had deductible remaining and the boot was applied to the deductible, I attached patients EOB to this complaint. We have a contract with patients' insurance to collect the amount they tell us, since patient is getting this applied to their deductible and the out-of-pocket max. The only way to adjust a balance is if we can prove to the insurance financial hardship on file. Patient's father ******* called on 10/11/2024 and spoke with my employee Falynn, she explained this was applied to the deductible, she did offer a financial assistance option, but he was not happy with that response and requested a manager call him back. I Called father back on 10/14/2024 and left my direct line ************. Father then sent an email on 1/27/2025 requesting a call, I again called father at ************ Left a message letting him know this was applied to deductible and we have a contract with his insurance to collect the deductible, I again left my number for him to call me back. Our records only have those two times he called our office, have attached documentation to this complaint. It does appear his insurance processed the claim as out of network, I will have one of my staff reach out to ***** and see if they will reprocess it. I have also reached out to our warehouse to see it the item was returned, because we have no record of that. If the patient's insurance reprocesses the claim with a different deductible amount, we will adjust accordingly. If ****** wants to call the office and request a financial hardship application, we would be happy to process it.  Please let me know if there is anything else I can assist with.

  Thank you,

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

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22952977
  
  I am rejecting this response because:

  1. I mailed back the boot back to their ****** address from the **** office in ******** over a month ago, Synergy is now in possession of the boot.

  2. Synergy has not provided any evidence for why they feel its fair to charge customers 10x the going rate for a product after they just went through an emergency room visit for their child.

  3. I personally have attempted to speak to customer service representatives at ************************* times since the original bill was sent months ago.  Out of the 10 times Ive called, Ive only been able to connect with a representative twice, both times, they didnt listen to my concerns and only offered for me to agree to a payment plan. 
  

  4.  This company appears to be treating many customers the same way.  

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

  Thank you,
  
  ******* Walk

• Initial Complaint

  Date:11/18/2024

  Type:Order 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.

  When I went to the urgent care clinic after a fall on Easter Sunday 2024, I was advised to wear a Synergy splint/sling on my right arm. However, I drive a manual transmission and would not be able to drive with it, so I did not use it. It also was confirmed that I did not have a fracture and did not need to use it.I was charged for the full price for the sling/splint, unfortunately, which was around $300. Because I did not even use this item, I returned it to Synergy in the mail. However, they have continued to bill me for it (I have paid all but the final $89 or so). I was informed that I had lost my job the same week of the fall, but my job continued until June. However, I have been unemployed/only partially employed since that time, which makes the continued ******** particularly troublesome (I am currently also houseless). I would like to not have to pay the remaining $89 for this medical apparatus that not only did I not use, but I also paid to return to Synergy in the summer.

  Business Response

  Date: 11/20/2024

  Our organization appreciates you checking into this matter and requesting information from us. Patient received a Shoulder Sling on 3/31/2024, patient signed Proof of Delivery for the item she received. On the Proof of delivery, it explains we will bill her insurance and what is remaining after Insurance is her responsibility, it also has our return policy. It says any item not used needs to be returned in within 14 days, but any item worn or used cannot be returned. We didn't bill her, or her insurance more than $151.86 which is the ******** allowed amount x 1.2, which is our standard billed rate. Patients' insurance applied ****** to her deductible, which is what we billed patient for. We have a contract with her insurance to bill the patient what they have designated as patient responsibility. On 7/10/2024 patient called our office to make a ***** payment, at this time she told our staff that she was unemployed, so we offer her our financial assistance program, which we mailed her the paperwork that day.  At that time, she was told she couldn't return the item. When we received the financial assistance paperwork not filled out, along with the sling. Since the sling was returned used and way past our un-used policy time frame, this was not a valid return. In order to stay in contract with her insurance, we have to show proof of any kind of adjustment we make on a patients account. That is why we require a patient to fill out the financial assistance form to see if they qualify for an adjustment. With out this paperwork we are not complaint with her insurance requirements. We Understand patients fall on hard times or just can't financially afford some items and that is what our financial assistance is for. As of right now her bill is still active with a balance of *****, until she completes the paperwork.

  Thank you,

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

  Customer Answer

  Date: 01/22/2025

  
  There are some lies in their statement. They never told me I could not return the item, for instance.
  Thank you for following up so far, *******,
  *****
  

  
  

• Initial Complaint

  Date:02/16/2024

  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.

  I was in the *** urgent care clinic on June 9th, **************************************************************** $22. Now I have a bill from "Synergy Medical Systems" saying I owe them $148. I was never told that Synergy would be sending me bills for this and if they had told me it would cost me $148, I would not have bought it from them. I have no insurance, so I would have gone to Amazon or Rite Aid across the clinic and gotten a $20 sling. When I called, the synergy representative said she could reduce it to $40. However, I already paid upfront for what was asked before I left the clinic, so I should not owe anything or just pay the agreed-upon amount of $22.I specifically asked how much it would be before buying it and was told it would be $22. Having no insurance and very little income, I would have never agreed to that had I known I'd have to be in this situation. I have paid the urgent care visit with out-of-pocket cash as well. Synergy later sent me this initial $148 bill after refunding me the $22 back to my card which I originally paid at the clinic.I have contacted Synergy again multiple times, but I was not able to agree with their dishonest practice. Looking through all the ****** reviews, I feel hopeless as many others faced similar issues. Upon receiving many more bills with late fees attached, I have no choice but to seek resolution through BBB.

  Business Response

  Date: 02/28/2024

  We are a DME provider who supply DME items to ****** cares and Hospital for Doctors to provide DME to their patients. We bill at the ******** allowed rate x 1.2 for our products. Patient receives a copy of our proof of delivery letting them know Synergy Medical System will bill for the item.

  Patient called on 8/24/2023 spoke with **** a billing team member, patient told **** she paid the clinic for the sling. **** explained these are our products and the ****** care is to give patient the item when the Doctor feels patient needs it, but we bill for the item. **** confirmed patient didn't have insurance and offered patient the cash pay rate of *****. She requested to speak with a manager, **** notified the manager at the time, this manager is no longer Synergy billing manager. Patient then called back on 10/12/2023 left a message with *****, another billing representative. ***** emailed patient back explaining we are the DME provider, and this is a separate charge from the urgent care visit, she offered and attached our financial consideration paperwork and also the Proof of Delivery that says patient could receive a bill from Synergy. Patient returned email back to ***** with Finacial consideration paperwork attached, but not filled out. She forwarded this to ***** who processes our Finacial Consideration paperwork. She will hold onto the paperwork, awaiting other documents to be supplied. I received the Better Business Bureau notification on 2/16/2024, I logged into account and saw patient said they paid urgent care ***** for the sling. I called AFC ****** care at ************ to confirm if the clinic accidently collected for the sling, I was transferred to the billing manager ******, had to leave a message. Called AFC ****** care again on 2/23/2024 requesting to talk to the billing manager, had to leave another message. I called AFC ****** care on 2/28/2024 letting the operator know I had left 2 messages for ****** the billing manager, but no return call, she said she will get someone for me in the billing department. She transferred me to *****, she told me the patient did pay on 6/9/2023, but her manager reviewed the claim and realized they collected in error. AFC ****** care billing manager (******) refunded the patient on 6/19/2024 the payment of ***** on and only kept payment for the urgent care visit. This refund would have taken place before the first call patient made to our office. I have attached all documents pertaining to this patient. I have adjusted the patients account to reflect our cash pay rate of ***** as this was what we had originally tried to offer patient. Please let me know if I can assist with anything else. 

  Thank you,

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

  Billing Manager

  Customer Answer

  Date: 03/06/2024

  Hi, I see that the case was closed. I just wanted to let you know I haven't received any mail yet with the new billing information so I am not sure if everything is adjusted to the proposed amount by Synergy. 

   

  Thanks,

  Rumpa

  Business Response

  Date: 03/07/2024

  We didn't have an email address to submit a new statement to, the new statement would have been sent by our statement company. I have attached a copy of the new invoice and mailed a copy to the patient's home address on file.

  Thank you,

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

  Billing Manager

  Synergy Medical Systems 

  Customer Answer

  Date: 03/18/2024

  Hi,

  I have received the updated invoice, however, I am unable to pay online as Synergy website did not allow for me to pay over Internet. It said there is nothing for me to pay. I do not feel comfortable sending credit card information over mail, therefore, I will send personal check in ***** business days as I have to order the checks.

  THank you.

  Best regards,

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

  Business Response

  Date: 03/22/2024

  ***********************, thank you for your response. We will process your payment as soon as we receive it. Sorry our website didn't work for you. Please let us know if you need anything else. *******************************

• Initial Complaint

  Date:01/23/2023

  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 received an invoice for $16.96 for a wrist brace on 11/20/2022 for my son. My son did not acquire a wrist brace or receive any medical treatment on that date.

  Business Response

  Date: 01/24/2023

  Thank You for reaching out to clarify this complaint. Our company providers DME to several hospitals and clinics in ******. We received documents from Legacy, they place one of our items on the patient on 11/29/2022. We billed patients' insurance, which left a patient responsibility of $16.96. We have Proof of delivery and a signed prescription from a Legacy Doctor, which is what we used to bill their insurance. I have no record of patient calling our office to get clarification on the bill. I would be happy to send patient the information a copy of our records. I have reached out to patient, in hope to answer any questions they have on this matter. 

  Thank you,

  ********