Complaints

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

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Laurel Medical Solutions has 2 locations, listed below.

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  Laurel Medical Solutions

  405 South West Street Ebensburg, PA 15931

• 

  Laurel Medical Solutions

  214 College Park Plz Ste 111 Johnstown, PA 15904-2833

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:02/26/2025

  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.

  I've had nothing but trouble with this chair, you can't stand setting in it, very painful, it's had three batteries put in it, five week wait for a battery. It's front hydrolics went bad, needed new wheel bearing , now the control arm is broken, now thing only has 180 miles on in 2 yrs, that's nothing for one of these chairs, I've had them try different seat cushions, one wxwirse than the other, called made an appointment they never showed up. Called again, oh you'll get a voice mail from us, never got one. I'd like a new one, I can't get one through my insurance, because you have to have had it for five years, I need your help.

  Business Response

  Date: 03/14/2025

  I just received this in the mail today  it is dated March 10.

  we do not accept client insurance and are unable to service due to this.  Clent has been serviced by our company until his insurance change. 1/1/2025.

  Item received  11-4-22 paid for by insurance.  Client had UPMC at this time and we are a participating provider for this insurance. 
  Client stated cant stand sitting in chair.  Client is in a facility and we worked with him and his therapist to find the best fit , client was pressure mapped 6/5/23 and our ATP has worked with his therapist to address any seating issues.
  Client stated in complaint had 3 batteries.  On 1/31/23 a battery was replaced under warranty.  And the client and facility staff were reeducated on proper charging of PWC.
  
  Client complaint stated about front hydraulics and wheels needed replaced. 
  On 11/30/23  the AFP was replaced, On 5/23/24 the wheels were replaced.   Items were addressed when  issues reported.Both were replaced and billed to insurance. 
  On once claim we received EOB from payor (UPMC)for this claim, client owed deductible, that amount has never been paid by client.
  
  1/1/2025 Client changed insurance to *****************, and we do not participate with this payor and therefore we are unable to provide services, informed client.
  
  On 3/7/25 ***************** called and staff spoke to them explaining this is a patient owed device and that any ****************** participating provider can do repairs on this chair. This is a patient owned device that client uses and benefits from therefore his insurance should  pay for the repair of this item.  I suggested a national company,  but we cannot service because we do not participate with UHC.   
  

  Customer Answer

  Date: 03/14/2025

  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.
  
  well, I don't accept their response, this wheelchair only has 180 miles on it, that's nothing for a chair that's coming up to three years old. They say I'm with another insurance company now. It wasn't when they were called, sometimes taking months for someone to come, after several calls . It took one and a half years to replace the seat belt,which was supposed to be replaced right after purchase, how do wheel bearings wear out with only 100 miles. Yes they brought a new seat, it bad little bags with air in them, I sat on it they all went to one side. Yes my insurance company told me they have someone to fix it, yeah, I have to take it to ********** and leave it, I'm in a nursing home, that's not going to happen. As far a** I'm concerned it's a lemon,  that much trouble, and now the arm rest with the electronics is broken. I haven't been outside riding it anywhere that damage could occur. I've talked with ******** , the chair has to be five years old to replace it, now what do I do?
  

  Regards,
  
  ****** Germanaro 

• Initial Complaint

  Date:10/25/2023

  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.

  September 18, 2023
  Told iniatial call probably batteries. Had to pay 100.00 before tech would even look toward chair. Did not seem to know anything about chair. Called Bruno for advice. Finally checked batteries and found them bad. Forgot to bring . Said they would contact me to set up appointment to change. After two weeks I called them had to leave message. Called second time and same thing. No return call. As of October 25 no contact. Had to get another company. Exactly what I said was wrong. I think this company is a fly by night company and they don’t know straight up. Had to pay an additional 159.00. Someone needs to pay me

  Business Response

  Date: 10/30/2023

  BBB Letter received in mail, Monday Oct. 30th 2023.

  Called and spoke with *******. I explained who I was and that I was sorry to hear no one followed up with him properly. Laurel Medical will refund ******* his $100 service fee that he paid for.  I again apologized for no one returning his calls.