Complaints

This profile includes complaints for MedCare Equipment Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MedCare Equipment Company LLC

  115 Equity Dr Greensburg, PA 15601-7190

• 

  MedCare Equipment Company LLC

  1700 Peach St Ste 104 Erie, PA 16501-2134

• 

  Sleepworks

  103 Equity Dr Greensburg, PA 15601-7190

• 

  Medcare Equipment

  512 W 3rd St Ste 1 Jamestown, NY 14701-4857

• 

  Sleepworks

  1400 Randall Court Export, PA 15632

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:05/18/2023

  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.

  Received a billing statement that I did not understand. Was supposed to be on autopay which it was for 5 months. This statement was for 3 months and over $80. The month of February was already taken out so I was being charged twice. I attempted to call the number provided and all i got was music playing. No one ever answered. At one point I let it ring for 1 hour. I went to the office and someone was to call me back and when they did they left a message that did not address the issue at all. They give me a call back number which again was the one that went to the music that no one answered. On 5/22 they are taking over $80 out of autopay and I do not understand why. When you set up autopay it is to help budget and make sure bills are paid on time. I have several other things on autopay with never a problem. i do not understand how MedCare is allowed to give out a phone number that no one answered and send me a bill that makes no sense.

  Business Response

  Date: 05/24/2023

  *** *** ****
  
  
  ***** ******
  ****** ******** ****** ** ******* **
  *** * **** *** ***** ***
  ********* ** *****
  
  RE: Complaint ID ********

   

  Dear *** ******,
  

  
                  This
  letter is in response to complaint ID ******** filed on 05/18/2023 by ******
  *****.  Ms. ***** is upset because she is
  being charged for three months of service in one bill and has been unable to
  get ahold of anyone to discuss the situation. 
  She also states that she is being double billed for the month of
  February.
  
  The delay in billing was caused by
  an internal system error that was ultimately corrected on
  */15/2023,
  which then released the invoices for February, March, and April to Ms. *****’s
  insurance company.  Once her insurance
  company paid their portion, the invoice for her responsibility was then
  generated.  All future statements and
  payments should fall back in line and be processed within a suitable timeframe.
  
  Regarding the February payment,
  the attached document shows the payment of $28.75, submitted on 2/3/2023, was
  for the Date of Service of 1/15/2023.  The
  previous payment for Date of Service 12/15/2022 was processed on 12/22/2022.
  
  Lastly, we sincerely apologize for
  her difficulty getting ahold of anyone to discuss her bill. It appears that the incoming calls from this patient
  were to MedCare's Billing Department which were being outsourced at the time.
  This queue will be brought back in-house effective 6/1/23 for improved customer
  service.
  
  Should she have further questions, Medcare’s Billing
  Department can be reached directly at **************, Option *.
  
  Regards,
  Quality Department
  MedCare Equipment Company
  

  Customer Answer

  Date: 05/25/2023

  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.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  

  They are missing a payment they took out on AutoPay on 2/27/23.

  
  Regards,
  
  
  
  ****** *****   

  Business Response

  Date: 06/01/2023

  RE: Complaint ID ********
  
  Dear *** ******,
  
  This letter is in response to
  complaint ID ******** originally filed on 05/18/2023 by ****** *****.  Ms. ***** has requested additional
  information regarding the AutoPay deduction from her account on 02/27/23.
  
  I apologize that the attachment
  included on the first response did not provide the billing dates associated
  with the charges. Please see the attached account history showing the 02/27/23 deduction
  is for the 01/15/23 date of service. Invoice Numbers, Dates of Service, Payment
  Dates, and Amounts of Payment have been highlighted for ease of reference.
  
  Again, I sincerely apologize for the inconvenience, and I
  hope the additional detail adequately addresses Ms. *****’s concerns. Should
  she have further questions, Medcare’s Billing Department can be reached
  directly at **************, Option *.
  
  Regards,
  Quality Department
  MedCare Equipment Company

• Initial Complaint

  Date:05/03/2023

  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 have tried many times to reach out to this place and can never get anyone to answer and does not matter what time of the day you call. They are charging my credit card on a monthly basis for equipment my mother-in-law Joanne sears no longer uses and also has tried contacting them. I don't have all day to try contacting this place as I have sat upwards of over an hour waiting to talk to someone on many occasions. this has been going on for at least 3 months of charges on my card and if this don't get resolved this way, I will be filling criminal charges for them taking money out of my bank for no services seeing you can't get ahold of anyone with this company and by the complaints filled I am not the only one that can't get in touch with them. I am looking for 3 months refund and for them to quit charging my card.

  Business Response

  Date: 05/05/2023

  Dear *** ******,
  
        This letter is in response to complaint ID
  ******** filed on
  05/03/2023 by ******* ******, on behalf of ****** *****.  Mr. ******’s complaint states that he has
  been attempting to
  return the equipment that Ms. ***** is no longer using; however, he has been
  unsuccessful in reaching a MedCare representative to schedule the return. This
  has resulted in continued monthly charges to Mr. ******’s card and his desired
  settlement is a refund for the last three months.
  
          In reviewing call logs from within the timeframe reported, we have found
  numerous incoming calls from Mr. ******’s phone number starting on 02/07/2023.
  It appears that the incoming calls were to MedCare’s Billing Department which
  were being outsourced at the time. This queue is in the process of being
  brought back inhouse for improved customer service.
  
  A refund to Mr.
  ******’s card has been initiated in the amount of $38.82, covering the charges
  for February, March, and April 2023. Please allow seven to ten business days
  for the refund to fully process. A pickup order has been initiated as well to
  stop future billing for this account. We do ask Mr. ****** to please call MedCare’s
  Dispatch department directly at ************ to schedule a time that is
  convenient to have the equipment picked up.
  
       I deeply apologize for this situation to
  have happened to Ms. ***** and Mr. ******. If they have any further questions, they
  may reach us at **************.
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  

• Initial Complaint

  Date:04/17/2023

  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.

  Rented the CPAP in January with the recommended full-face mask. Several weeks later the mask was not working, my doctor suggested a different mask. MedCare sold me a small, nose only mask and after complaining that I don't breathe through my nose recommended a head strap that prevents breathing by mouth. Using the new mask and head strap always ends by removing the mask to breathe. Also, shortly after starting with the CPAP, I developed a sore throat plus getting less sleep.
  Called MedCare if my CPAP needed cleaning and the possible cause for my throat pain. I was told the machine doesn't need cleaning, just mask and to buy and change the machine's filter.
  These masks were out of the package new. I was getting better sleep when not using the CPAP. This prompted the return of the equipment at the beginning of March to the office on Equity Drive.
  These are the following charges on my debit card:
  01/3/2023 Recurring 01/02 $17.02
  02/7/2023 Recurring 02/06 $17.02
  03/21/2023 Recurring 03/20 $17.02
  03/28/2023 Recurring 03/27 $2.98?
  04/13/2023 Recurring 04/12/ $17.02
  04/17/2023 - Called MedCare about the recent charge and talked with Caitlyn (Previous call 03/21)
  Now denies that she had said “No More Charges”.
  Requested to talk with the Manger and was told she is the manager.
  Informed that this will be reported to the BBB.

  Business Response

  Date: 04/20/2023

  *** ******,

  This letter is in response to complaint ID ******** filed on
  4/18/2023 by ******** ********.  Mr.
  ******** states he is continuing to receive bills for the CPAP machine he
  returned to Medcare on 3/13/2023.  The
  most recent debit in question occurred on 4/12/2023.

  Looking into Mr. ********’s records, the most recent debit was
  a result of the final date of service billed, 3/1/2023.

  Attached please find a copy of Mr. ********’s invoice
  history for the CPAP machine as well as a copy of the delivery receipt for the
  chinstrap explaining the $2.89 debit on 3/27/23. The debits referenced in Mr.
  ********’s statement have been highlighted for ease of reference. Please note
  that billing last occurred for services provided prior to the equipment return.

  I apologize if there was confusion due to the delay in
  billing for the patient portion of the 3/1/2023 invoice.  Invoices to patients do not drop until
  insurance has paid their portion. 

  I hope the explanation above and the included attachment
  have helped to clarify Mr. ********’s concerns. 
  Should he have further questions, Medcare’s Billing Department can be
  reached directly at **************, ****** **

  Regards,
  Quality Department
  MedCare Equipment Company

• Initial Complaint

  Date:04/03/2023

  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.

  I don't think I could have had a worse experience, and would implore anybody not to use this company to fulfill dme needs. They should have their contracts for referral revoked by any healthcare provider network and insurance reimbursements investigated for their unethical practices. I did not receive a correctly sized or quantity of replacement pillows. The stress of having this illness is already enough without a huge financial and time burden to deal with Medcare. I have spent in totality dozens of hours dealing with their mistakes. After literally months of not getting sufficient replacement equipment, they send me a letter in the mail telling me I am "out of compliance". I had to call my doctors office to resolve this(even though the issue was clearly them not sending the correct equipment to use the device" Flash forward months later of still not sending me the pillows, they try to bill me another 275$, (no change on the equipment situation). I then told them in Summer of 2022, that I was moving and to change my address on file for future shipments. They ship one mask(finally) to the correct address, then stop for months(despite calling again to confirm), then months invoiced for replacement pillow that were sent to previous address...after already updating the new one twice. A replacement pillow from the manufacturer costs less than 10$, they are billing my insurance close to 70( on top of an out of pocket cost of 20 per pillow), I had to ultimately resort to buying them third party, because they were billing me extra, and not even bothering to deliver products. My insurance will be investigating them. Time and time again, I have called directly to the billing department and customer service to address these issues, to no avail. I had to resort to disputing these nonsensical charges with my credit card to resolve them. After the company sided with me and reviewed the information provided, they have had the nerve to try invoicing and billing me again?

  Business Response

  Date: 04/07/2023

  Dear Ms. ******,

  
  This letter is in response to complaint ID ******** filed on 4/3/2023 by Mr. *****
  *****.  Mr.
  ***** is upset that he had received the incorrect pillows for his CPAP mask, as
  well as being deemed non-compliant and being billed for the purchase price of
  the CPAP machine. 
  
  We apologize
  for the error in sending the incorrect pillows to Mr. ***** on 6/10/2022.  After being contacted about the
  issue, the correct replacements
  were shipped on 6/20/2022. 
  
  As to compliance, insurance
  rules require that CPAP machines are to be used for 70% of nights for greater
  than 4 hours per night. While Mr. ***** failed to meet these requirements in
  the initial 90-day period, after receiving the correct pillows, he was granted
  a 60-day extension on 7/22/2022 to prove compliancy.  Unfortunately, Mr. ***** did
  not meet the usage requirements within this extended period.  As
  a result, he was billed the purchase price of $275 for the machine. 
  
  On several occasions, our sleep
  coaches did reach out to Mr. ***** to emphasize the need to meet the
  requirements for compliancy, as well as offering tips to meet the
  qualifications.  
  
  We apologize for any
  inconvenience Mr. ***** has experienced.  If he has any additional questions, we can be reached
  at ###-###-####. 
  
  Sincerely,
  Quality Department
  MedCare Equipment Company, LLC

  Customer Answer

  Date: 04/09/2023

  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.
   
  
  Regards,
  
  
  
  ***** *****

   

  they failed to ship further pillows despite ky endless calls to the billing department and my having clarified that I moved to three different agents. The nature of my complaint extends far beyond the details covered in the rebuttal. My countless voicemails were ignored as no one appears to ever be staffing the billing department who the staff constantly transfer me too automatically instead of attempting to address my concerns themselves. The company seems more concerned with sending me bills than sending the equipment needed to the correct place in the correct time in the correct quantity. They sent me one back after I returned 5. No one responded to my requests to adjust the settings and no one sent the tubing required or offered any other solutions to the compliance issue like suggesting a change in the masks. 

• Initial Complaint

  Date:03/19/2023

  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.

  This company is hard to get ahold of and get questions answered. They have changed my credit card $275.00 for the balance of a PAP machine because they have found I was not compliant. I have an email showing 71/90 days at 79% usage. I have yet to get a full invoice of what everything cost and what my insurance paid. I asked for a statement and they only sent me a email showing my credit card charged 1/13/2023 for $275.00.

  Business Response

  Date: 03/21/2023

  Dear *** ******,
  
        This letter is in response to complaint ID ******** filed on 03/19/2023 by ******* *********.  Ms. ********* is requesting an invoice showing what the insurance company has been charged for her PAP machine and what they have paid to date. 
  
        Please reference enclosed Account History. We received three payments from your insurance company for your PAP machine. These payments were received on  09/12/2022, 10/12/2022, and 11/12/2022. The Account History shows the breakdown of what we billed the insurance, what they paid, and the amount credited. This should fulfill the patient’s needs. Please have the patient contact Medcare Equipment Company if this does not meet their requirements. 
  
        We apologize for any inconvenience this issue has caused. Please ccontact us at ************ if you have any further questions.  
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  

• Initial Complaint

  Date:03/10/2023

  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.

  I have been attempting to receive a copy of my receipt for payment made Sept. 20, 2022. It was cashed Sept. 27, 2022. I've sent copies of this cashed check multiple times via fax, but this company is unwilling or unable to provide me with a copy of a receipt. I need a copy of this receipt for my HSA by April -- but they've been giving me the runaround since October. I've called multiple times, and I've gone in person to no avail. Customer service does not exist with this company.

  Business Response

  Date: 03/20/2023

  
        This letter is in response to complaint ID ******** filed on 03/10/2023 by ***** *******. Ms. ******* states she is trying to receive a receipt for her payment made on 09/27/2022 to submit to her HSA. 
  
        MedCare's Director of Revenue and Payor Relations forwarded the receipt to Ms. ******* via email on 03/15/2023. Ms. ******* has acknowledged the email and has been encouraged to contact MedCare's Director should the receipt provided not meet the needs for her reimbursement.
  
        We sincerely apologize for all the inconvenience this has caused Ms. *******. We can be reached at ************ for any further questions. 
   
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  

  
  

• Initial Complaint

  Date:02/28/2023

  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 had a sleep study in June of 2022, the Equipment provider was to be paid by the insurance carrier. I made it clear I would not pay for any equipment, and I was assured it was covered by the insurance. They asked for a credit card to be on file, and I gave them one that expired in May 2022. I retired at the end of June purchased the same insurance through UPMC and assumed there were no changes as I was not contacted differently by anyone. On or about January 16th, 2023, I received a bill from Medcare Equipment LLC. I called the number on the bill and spoke with customer service agent Pam M. She assured me I was not being billed and that it will be handled by my insurance. On or about the first week of February I received an email stating $885 was billed to my credit card. I called in again and was speaking with another agent that told me she could look up my phone conversation and see if the agent told me not to worry about the bill as indicated on January 16th. I then asked why I was not notified that my calls are being recorded and if I was being recorded now. The agent hung up on me. I then called UPMC and discussed this with my concierge, he then called me on the phone, and after talking to a supervisor I asked if we were being recorded, he apologized, and I then asked about charges on my credit card and to remove the card as I gave no authorization for its use. He stated the director would call me back I waited for almost 2 until I received another notification that I was billed $186 on the same card. I called in again to complain spoke with a supervisor in billing and was told they have no policy in place to tell customers they are being recorded. I asked about being billed for equipment from 7 months previous to January and they stated it was never billed previously and that they have 365 days to bill I explained that they are not a hospital or doctor's office that deals with equipment that requires a 30-day billing cycle. I was told someone would call me.

  Business Response

  Date: 03/08/2023

  This letter is in response to complaint ID ******** filed on 02/28/2023 by **** *****.  Mr. ***** is upset he is being charged for his medical equipment we provided and that his calls are recorded without his knowledge.  He is requesting that we exonerate all billing and enforce proper phone policy. 
  
  Mr. ***** received equipment from MedCare Equipment Company on 04/08/2022. At the time he received the equipment, he had an insurance policy that covered DME at 50% with no deductible amount due. This health plan ended on 06/30/2022. Mr. ***** then started a new health insurance policy on 08/01/2022. This new policy had a $1500 deductible amount and once the deductible amount was met, DME was covered at 50%. This plan ended on 12/31/2022. Mr. ***** then started a new plan on 01/01/2023. This plan has a deductible amount of $125 and once the deductible amount is met, he is covered at 50%.  MedCare did not receive updated insurance information for Mr. ***** from April 2022 until December 2022. The amount billed had accrued over this time period, resulting in an invoice for the total amount due upon receipt of valid insurance information. 
  
  Please reference the attached account history which breaks down the amount billed to Mr. *****. Additionally, please reference the attached billing invoice mailed to Mr. ***** on 01/19/2023 to inform him of the charge scheduled for 02/08/2023. Also attached is the Delivery Ticket where Mr. ***** agreed by initialing that any money due will be billed to his credit card on file. 
  
  The $853.57 charged to Mr. *****’s credit card on 02/08/2023 remains due to MedCare Equipment Company for the equipment rental from 04/08/2022 to present per the insurance coverage during that time. MedCare will credit Mr. *****’s card in the amount of $853.57 upon agreement to a payment plan which may be arranged by calling MedCare’s Billing Department at **************, ****** *, Monday through Friday, 8:00 a.m. to 4:30 p.m. 
  
  Regarding Mr. ***** not being told his call is being recorded, it is on the automated message that comes on when his call is answered. It states, “This call may be recorded for quality and training purposes.” 
  
  We sincerely apologize for any inconvenience this has caused Mr. *****. 
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC

  Customer Answer

  Date: 03/08/2023

  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.
  
  
  First, I would like to know when it became my responsibility to notify an equipment company of changes to my insurance. That should fall on the company that requires payment, and likewise that request for payment should come in a timely manner as indicated by law. Secondly, I never approved any credit card authorization as the card they have on file had expired in 2022. Lastly, this company has multiple phone lines and the recorded greeting is only on the main line. I have recieved phone calls from Medcare Equipment and their employees have never told me I was being recorded. Additional they assume I am upset and can't afford to pay my bill so they offer a payment plan, this is laughable as I am a wealthy individual that can afford to pursue this matter in court.
  
  
  
  Regards,
  
  
  
  **** *****

• Initial Complaint

  Date:02/08/2023

  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.

  I received email and text messages encouraging me to order refills of my CPAP nose piece, which I deleted because I didn't need or want them. Then they called to tell me I should get them because "I'm eligible with my insurance now to get free replacements." I received the items, and then received a notice that $299.89 will be automatically withdrawn from my bank account for the order. Because I already have a payment plan set up for automatic withdrawals for my Cpap machine, they took the unauthorized initiative to do the same with this bill. I NEVER would have agreed to receive the item at this cost. I called and they agreed to send me info on how to return the unopened item, but that they "couldn't do anything about the charge" until after they get the item returned, then they will "start the process to remove the charge". Now, in my experience with Medcare, they are extremely slow to answer customer calls, they do not return phone messages, they do not fully disclose product and payment information, and they take forever to get equipment to patients. My Cpap turns itself on in the middle of the night when I am not using it, and they can't explain it. The Velcro on the head straps doesn't hold so the face mask slips off when in use, and they said "we'll, that happens a lot and there's nothing we can do." This has been the worst company to have to work with and I wish I didn't have to. I guess I will have to call my bank and HOPE I can stop payment on this most recent bill.

  Business Response

  Date: 02/14/2023

  This letter is in response to complaint ID ******** filed on 02/08/2023 by ******** *********.
  Ms. ********* is upset that she was charged $299.89 for supplies for her CPAP after we told her she was
  eligible for the replacement supplies through her insurance company.
  

  We submitted the invoice for Ms. *********’s supplies to her insurance company and received
  notification back that Ms. ********* has a deductible remaining that has not been met. The charge for
  her supplies was then forwarded to her due to deductible amounts being patient responsibility.
  Ms. ********* called in on 02/08/2023 to let us know she would like to return her supplies. We
  authorized the return and emailed her a label to return her supplies on 02/10/2023. Once we receive
  the supplies back, we will credit her account.
  

  After review of the account, it has been determined that the potential for financial responsibility
  was not discussed at the time that the order was placed. Please know that this is not our standard
  practice and that education to staff has been provided.
  

  Ms. ********* can call in to our repair department at her convenience to discuss her CPAP and
  mask issues. A MedCare Repair Associate may be reached at **************, ****** *, Monday-Friday
  8:00-5:00 and Saturday 8:00-4:30.
  

  We apologize for any inconvenience this has caused Ms. *********.
  

  Sincerely,
  Quality Department
  MedCare Equipment Company, LLC

  Customer Answer

  Date: 02/27/2023

  Thank you for the update on my complaint. I read the response from Medcare, but I must clarify that I have not received any email or spam email with a return address label, and when I called the company last week they could not give me the information. I am still anxious about the delay resulting in them putting through the charge when I can easily get the item back to them. They are due to take the money from my account on 2/27/23. I am considering driving to their building in Greensburg where I picked up my Cpap machine originally and insist they retract the charge on Monday February 20 when I am off work. 
  
  

  
  

  Customer Answer

  Date: 03/01/2023

  Today, nearly a month since my original call to Medcare,  I received a return address label. 
  
  *** ********* 

  Business Response

  Date: 03/01/2023

  This letter is in response to complaint ID ******** filed on 02/27/2023 by ******** *********. Ms. ********* states that she has not received the email with the call tag needed to return her CPAP supplies. The call tag will be emailed to her directly from the carrier (UPS, FedEx, etc.). We have placed an urgent second request to have another call tag emailed to . Please inform MedCare if the call tag is not received within a few days so that we may follow up with the carrier in a timely manner. We are more than happy to assist as necessary to provide Ms. ********* with the services she has requested and apologize for the delay that has occurred. Once we have received her returned supplies, we will process credit to Ms. *********’s account in the amount of $299.82 which we have showing as paid on 02/24/2023.            

  We apologize for any inconvenience this has caused Ms. *********. If there are any further questions, a MedCare Representative can be reached at ************** seven days a week from 8 am- 6 pm.
  
  Sincerely,

  Quality Department
  MedCare Equipment Company, LLC
  
  

  
  

  Customer Answer

  Date: 03/16/2023

  I received the letter regarding Medcare Equipment Company and their updated response to my complaint. 
  
  Unfortunately I had repeatedly requested the return address information from the company in multiple phone calls since February 8. I asked directly for the address so I could mail it myself without a prepaid label to ensure it would be delivered in time to prevent my account being charged. I was told they didn't know the address and couldn't give it to me, and that I had to just wait for the email from the carrier. I was told repeatedly that the request was being processed. By 2/17 I could no longer wait and sent the return item to the company's address in Greensburg where I received my Cpap and supplies originally. I sent it by certified mail, so someone there had to sign for it and the post office reported it was delivered on 2/21 about 11:30am. I finally received the email label this week, I believe 3/1. I have to assume based on this letter that the company was negligent and never processed the label until after the Quality Department got involved, since I received the label immediately following the date of this letter. Documentation has been submitted to you previously. 
  
  In subsequent calls, they denied the item was delivered and were unwilling to try and find out who might have signed for it. Additionally, with no confirmation from the company that they had the item, I still was responsible for making the payment. I had to ask the billing supervisor 3 times and give her verbal prompts before she would tell me the process of declined payments, which includes the bill going to collections. Since the company has been irresponsible in all of my interactions with them regarding this issue I could not trust that my item would be properly processed before my account would go to collections, so I had to still pay $299.82 for it to prevent that.  Documentation of payment has been submitted to you previously. 
  
  According to this letter, I can expect a refund of my payment if and when they take responsibility for this matter, but their actions so far have real and harmful consequences for their patients. 
  
  I am most appreciative of your assistance in this matter. 

   

• Initial Complaint

  Date:02/08/2023

  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.

  On 2/1/2023 I shipped a CPAP to Medcare to return the device as we had agreed to do via the mail. This was done via UPS (Tracking number ******************). On 2/2/2023 Medcare received the CPAP. Please see the attached Proof of Delivery from UPS. On 2/6/2023 an automatic debit for the machine occurred in the amount of $275. I have contacted Medcare billing to resolve the issues, however they have "not received the package in their system" and cannot issue a refund.
  
  On 2/8/2023 I followed up as instructed and the machine still has not been received. I asked to speak to a manager and was told that the individual I was speaking to was indeed a manager and she could do nothing and hung up on me. I would like to note that I did not raise my voice. I simply want my money back.
  
  I am very upset. This situation has overdrawn my bank account and left me with two overdraft fees totaling $70.
  
  I am requesting that Medcare refund my$275 immediately and reimburse my $70 overdraft fees due to the poor customer service I have received.

  Business Response

  Date: 02/09/2023

  This letter is in response to complaint ID ******** filed on 02/08/2023 by *******
  *************. Mr. ************* is upset that he returned his CPAP but still had the payment withdrawn
  from his bank account. He is requesting for the payment we deducted to be reimbursed along with the
  overdraft fees he received.

  Mr. *************’s insurance company requires the patient to prove compliancy on their CPAP
  machine within 90 days of receiving it for them to continue payment. Unfortunately, Mr. *************
  did not prove his compliancy on his CPAP machine. We mailed him out a letter explaining this on
  11/28/2022. We offered 2 options; pay purchase price for the CPAP or return it to us. The letter stated he
  had one week to notify us or we would bill him for the purchase price of his machine. We didn’t hear any
  response from Mr. *************. We gave him till 01/17/2023 before sending him the bill for the
  purchase price of the CPAP. Please reference attached copy of the letter and the invoice we sent to Mr.
  *************.

  We received his machine back and credited his account in the amount of $275. He should
  expect to see his account credited within 5-7 days. Unfortunately, we will not credit his overdraft fees
  due to providing him ample time to return his machine to us.

  We apologize for any inconvenience this caused Mr. *************. If he has any further
  questions, we may be reached at ***************

  Customer Answer

  Date: 02/10/2023

  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.
  
  
  
  In their letter they claim I had ample opportunity to return the device.  If they had performed a thorough investigation, they would have found that in a discussion with their billng department in January that they never received documentation that I had mailed them in November.  I never received the package that they said they would provide until January 27th.  I did not have enough time to return their CPAP machine to them as claimed in their response.

  Furthermore, I do not appreciate being scolded for my non-compliance of treatment.  I was in a horrible car accident in October of 2022.  After which I experienced horrible panic attacks while wearing the mask.  Perhaps a little more investigation on Medcare's side would have found all of this information.  However, they do not seem to know how to properly perform a quality investigation.  As a Quality Manager myself, I am ashamed of their response and they should be as well.

  
  
  
  Regards,
  
  
  
  ******* *************

  Business Response

  Date: 02/14/2023

   This letter is in regard to Mr. **************s review of MedCare’s response to Complaint ID
  ******** originally filed on 2/8/23.
  

  First and foremost, I am sincerely sorry to hear of Mr. **************s circumstances and
  apologize that our response to his concern did not meet his expectations. Please know that the response
  was intended to inform Mr. ************* that the $275 refund he had requested has been granted and
  was by no means meant with any disrespect.
  

  Mr. ************* is correct that it was discovered in January 2023 that the documents he had
  mailed in November 2022 were never received by MedCare. This did in fact limit the timeframe in which
  he had to return the machine prior to the automatic deduction scheduled to occur on 2/6/23. In lieu of
  this, the refund of $275 has been processed and Mr. ************* should expect to see the credit to his
  account within 5-7 days.
  

  Again, I apologize for any inconvenience caused and appreciate the feedback

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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.

  The beginning of September of 2022 I was contacted by Medicare my doctor sent them a script for a walker and a shower chair I asked them if I would owe any money they told me no, I asked several times over the conversation “I’m not going to owe anything” and I was told no they looked at my insurance and it was a 100% covered because I didn’t think I needed the shower chair and I didn’t want it if there was a charge. Fast forward to January 2023 I get a bill for a $131.37, I called Medicare to see what was going on they told me my insurance didn’t cover the shower chair and I had a copayment on the walker. I explained to the person I was told several times I wouldn’t owe any money or I wouldn’t have got them. I told her I use the walker I have no problem paying for it but I don’t use or want the chair she told me they will not take it back because it is past their 30 day return policy and it’s set in stone and as told her I was told a lie. They had my insurance company and card number but still told me I didn’t owe anything so I asked if I could talk to someone higher than her and she said no I asked if there was anyone higher than her and she said “yes but they don’t have phones that I can reach them on. Then I asked again how I can be told one thing then be charged, this lead to her saying they probably thought I had different insurance. Even though, I provided the name and number of my insurance. However, again I was told their is nothing she can or will do I have to pay the money I told her I’m on a fixed income I can’t afford it and this is not the way to do business.