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:11/21/2022

  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.

  Medcare continued billing my credit card, once I had told them that I didn't want the oxygen concentrator and to come and pick it up. They drug their feet for 6 weeks in getting the machine...therefore I was billed for 2 months more @ 152.28 per month. That's a nice scam they have going on.

  Business Response

  Date: 11/30/2022

  November 29, 2022
   
  ******* *****
  Better Business Bureau of Western PA
  520 E Main St, Suite 100
  Carnegie, PA 15106
  
  RE: Complaint ID ********
  
  Dear Ms. Moore,
  
  This letter is in response to complaint ID ******** filed on 11/21/22 by ***** ******. Mr. ****** is upset his credit card was billed for 2 months after he states he called in to have his equipment picked up. 
  
  We looked further into this issue. We were able to pull a call that came in from the patient on January 4, 2022. There is no mention of a request to have their equipment picked up during the phone call. We do not have any record of any other calls by the patient until March 24, 2022. The patient called in at that time to discuss their bill and have their oxygen equipment picked up. We went out on March 28, 2022 and picked up their equipment.  Unfortunately, we show no evidence that there was a call placed to us prior to March to pick up the patient’s equipment.
  
  Our policy states that as long as the rental equipment is in possession of the patient, they are financially responsible for it. Therefore, the patient would be financially responsible for the equipment if it is in their possession even if the patient would stop using it.  The billing date for the oxygen equipment through their insurance was March 23rd. The patient would have had to call in prior to March 23rd to stop the billing for March. We will not hold the patient responsible for the March billing due to them placing a call close to the date on March 24th. The patient is still responsible for the February billing. 
  
  If the patient has any additional questions, we can be reached at ###-###-####.
  
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  
  

• Initial Complaint

  Date:11/13/2022

  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.

  . Got a bill to purchase a cpap from medcare for $275. I paid it and it was taken out of my bank account. Now they want to charge me $75 per month until february 2023 for a rental fee for the cpap because that is when my original payment arrangement would be fullfilled. But i purchased the machine in november 2023 so they shouldnt be charging me any more rental fees. They took one payment of $75 out of my account after i purchased the machine and without my permission. I called medcare and spoke with kaitlyn and she refused to take my debit card number out of their records because i did not authorize them to take anymore payments out of my account. She said no. She refused to let me speak to a supervisor. I think its unfair for me to pay rental fees until february 2023 when i paid $275 to own

  Business Response

  Date: 11/16/2022

  RE: Complaint ID ********
  
  **** *** ******
  
  This letter is in response to complaint ID ******** filed on 11/13/22 by ******** *******. Ms. ******* is upset that she purchased her CPAP from MedCare but continues to receive bills for the monthly rental of the machine. She is requesting that these charges cease as she has acquired ownership of the CPAP.
  
  Ms. ******* received her CPAP from MedCare on 5/18/22 and the claim was submitted to her insurance for the rental equipment and supplies delivered. Per the Explanation of Benefits received from UPMC Health Plan on 7/11/22, the deductible had not been met on Ms. *******’s plan, ultimately resulting in the patient’s financial responsibility for the following:
  
  • $382.91 for the first month’s rental and purchase of supplies (May 2022)
  • $67.71 for the second month’s rental (June 2022)
  • $67.71 for the third month’s rental (July 2022)
  
   Ms. ******* requested to be placed on a payment plan on 8/1/22 for the outstanding amounts. At that time, the balance due was $450.62 as Ms. ******* had made one payment of $67.71. The plan was for six monthly payments of $75.10 with an end date of January 2023.
  
  UPMC Health Plan allows the first three months of PAP therapy for patients to meet their usage criteria and continue with the rental of the machine. Ms. ******* was deemed non-compliant with her therapy following the first three months and MedCare offered for her to return the machine or to purchase the machine for $275. The $275 quoted is the purchase price balance following full payment of the initial three-month rental and supply purchase. 
  
  Though the $275 was paid to MedCare for the purchase price balance, the payment plan for the initial three months rental has not been satisfied. As of 11/15/22, Ms. ******* has made the following payments of $75.10 toward the $450.62 balance for May, June and July equipment rental and supply purchase – 8/5/22, 9/5/22, 10/5/22, 11/11/22. 
  
  Ms. ******* may continue with the payment plan agreed upon to satisfy the remaining balance of $150.22. This includes the fifth and sixth payment of $75.10 to be paid in January 2023 as anticipated.
  
  I apologize for any inconvenience this process may have caused Ms. *******. Please contact MedCare at 1-800-503-5554 with any additional questions. Inquiries specific to the insurance plan may be directed to UPMC Health Plan. 
    
  
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  
  

  Customer Answer

  Date: 11/16/2022

  ****** ******** *******
  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:10/16/2022

  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.

  This complaint is about a durable piece of Medical Equipment named a Bi-pap. This Bi-pap treats the severe sleep apnea I have been diagnosed with. Originally MedCare was my provider for the Bi-pap machine when I was with the **** health insurance company up to January 2022. I started a new job at a different company which did not participate with ****, they had ***** health insurance which did not recognize MedCare as a durable equipment provider, therefore I needed to get new Bi-pap machine from ***** due to them not agreeing to buy out the contract for the original bi-pap machine. So I made an agreement with MedCare Customer Service in January 2022 that I would not be charged for the use of MedCare bi-pap machine while I waited for the Bi-pap machine from ***** no matter how long it took to receive the new bi-pap machine. The new bi-pap from ***** took until June 2022 to arrive from ***** due to a shortage of bi-pap machine because of the Covid pandemic plus the fact that Phillips had a major recall on their bi-pap and c-pap machines. I kept Customer Service with MedCare informed of the delays even offered to purchase the machine outright from MedCare in February, March and May of 2022 and cancel the one with Apria. MedCare Customer Service said I could not purchase the machine and I would not be charged for the machine unless I did not return it. I contacted MedCare immediately upon receiving the new bi-pap machine to order a return box for the MedCare bi-pap machine. They sent me papers in the mail fill out and sign before they would send me a return box. Once the signed papers were received I received a call from the MedCare Billing department in June 2022 that I owed $2250 for the machine and by the way once this is paid, you own it. I told them that I made an agreement with MedCare that when I received my new machine from ***** I would not be charged and would return the MedCare machine. I denied paying the bill and they sent it to collections.

  Business Response

  Date: 10/17/2022

  HELLO,
  
  PLEASE SEE THE ATTACHED LETTER IN RESPONSE TO COMPLAINT ID ********.
  
  THNAK YOU

  October 17, 2022

  RE: Complaint ID ********
  
  Dear **. *****,
  
        This letter is in response to complaint ID ******** filed on 10/17/2022 by ****** ***********. Mr. *********** is asking us to remove him from collections with nothing further owed and to return his bipap. He is stating he spoke with our company and we had agreed to let him use our bipap free of charge until he was able to attain a new device at a different DME company. He had to change DME companies due to us not accepting the insurance carrier he currently has. 
  
          Mr. ***********'s account shows documented conversations indicating that he would not be billed for his machine. Therefore, we removed Mr. *********** from collections effective immediately. He is able to keep his equipment from us with no further amount due. His bipap from us is now his own personal property.
  
       I deeply apologize for this situation to have happened to Mr. ***********. If he has any further questions, he may reach us at 1-800-503-5554. 
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC

  Customer Answer

  Date: 10/18/2022

  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:10/14/2022

  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.

  I received an email from MedCare Equipment company on Sunday, August 14, 2022 indicating that I was eligible for the replacement of my CPAP mask and supplies. Since they are always very expensive, I called them to ask how much my out of pocket would be for these supplies. I was told over the phone that it would be a little over $18.00. I agreed to the order and received another email on August 16 that the order had shipped and I received my equipment a few days later. I have never opened the sealed packages of equipment.
  This morning, October 14, 2022 I received an email from them for a bill of $123.71 for this equipment. I called and spoke with them and was told that this was the correct amount I owe. I told them that I had called previously and was told that my responsibility would be a little more than $18.00, but the person I spoke with said no, the amount is $123.71. I told her I was not going to pay that amount and that I wanted to return the UNOPENED equipment. She said there was a 30 day return policy. I only received the bill this morning, two months after the order shipped.
  I have reported them to my insurance company, ****.
  This is unethical and in my opinion, a scam. They are preying on people with medical issues, the people they SHOULD be helping.

  Business Response

  Date: 10/18/2022

          This letter is in response to complaint ID ******** filed on 10/14/2022 by ****** ********. **. ******** is stating she was charged more than she was quoted for the copay on her CPAP supplies. She is requesting to return her supplies to us for a refund. 
  
          We were able to pull the call with our representative on 8/15/2022 regarding Ms. ******** placing an order for her CPAP supplies. The representative did quote her $18.56 which is her 15% co-insurance with her **** Health Plan benefits. However, the representative did not verify if the patient had a deductible. The patient has a $400 deductible with **** Health Plan which was not met at the time the claim was processed. 
  
          Due to our error, we will accept a return of the supplies. Ms. ******** has been emailed a pre-paid label to return the supplies to the nearest UPS store. The email will be coming directly from UPS and will be sent to **************@*********. Since the patient is on autopay, we can suspend the invoice for $123.71 for 45 days to allow for the return to be processed. If the supplies are not returned in 60 days, the full amount of $123.71 will be re-invoiced on December 18th. Supplies are only eligible for return if they are unopened.
  
         We apologize for the inconvenience this has caused Ms. ********. If she has any further questions, we can be reached at 1-800-503-5554.
  
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC
  

  
  

• Initial Complaint

  Date:08/24/2022

  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.

  Hello, I was called from Medcare to reorder CPAP supplies. When I spoke to the Rep I strictly advised that I would only be ordering the equipment if it was covered 100% by my insurance, if it was not covered then I would wait to reorder my supplies at a later date. The rep told me it would be covered and proceeded to mail out the equipment. 30 DAYS later I get a invoice for $150 from medcare for the supplies. I then call customer service to return the UNOPEN BOX with the UNOPEN SUPPLIES INSIDE and I was denied because the return needed to be completed within 30 days. As I explained to them that I received the invoice 30 to 40 days later and that it didn't seem fair to not let me return the unopen items and charge me $150. They pretty much said sorry there is nothing they can do and that was it. I am very unhappy with them, all I would like to do is return the unopen items that they shipped wrongly to me. It seems very greedy and unfair practice to get money off customers.

  Business Response

  Date: 09/01/2022

  This letter is in response to the complaint filed by ******** ****** on 08/24/2022. Mr. ****** is upset that he was charged a coinsurance amount for his CPAP supplies and that he did not receive a bill for the amount due until 30 days after the supplies were delivered. 
  
       MedCare’s records show that Mr. ****** placed the order for his supplies through MedCare’s SNAP program, which is a third-party vendor accessed by MedCare patients to order their CPAP supplies electronically.  Patients can order their supplies simply by clicking a link received via email or text which advises that all orders are subject to the patient’s insurance coverage at the time of the order. Upon access, patients are directed to verify their address and insurance information as well as select the supplies they wish to order from a list of eligible items. By confirming the order, patients acknowledge that they may have an associated financial responsibility based on their insurance coverage. 
  
       Mr. ****** placed his CPAP supply order through MedCare’s SNAP program on 6/11/22 and the order was delivered via UPS on 6/17/22. UPMC Health Plan paid their portion of the invoice on 6/28/22 at which point the patient’s financial responsibility was determined. The patient invoice in the amount of $150.53 was a result of Mr. ******’s deductible having not been met at the time in which UPMC paid their portion for the supplies ordered. 
  
       MedCare follows the vendor’s return policy which states that supplies must be returned unopened within 30 days of receipt in order to receive credit for the items. Unfortunately, the return was requested on 8/1/22 which is 45 days following the date of delivery.   
  
         We apologize for the inconvenience this has caused Mr. ******; however, he remains financially responsible for the $150.53 deductible amount due for the items ordered electronically and not returned within 30 days of receipt. MedCare’s Resupply Department may be contacted at ###-###-####, Option 1, then Option 2 should Mr. ****** have any additional questions regarding this order. 
  
  
  Sincerely,
  
  Quality Department
  MedCare Equipment Company, LLC

  Customer Answer

  Date: 09/01/2022

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

  
  

  
  

  I  am unsatisfied with their response, I did not place the order thru a electronic service. I spoke with a live person who i explained to only ship out the medical supplies if it was covered 100 percent. If they were unsure or not knowledgeable enough to verify the supplies were covered then they should not have shipped the items or advised I place the order.  I just want to return these unopened medical supplies, I think its ridiculous they wont take them back.

• Initial Complaint

  Date:08/02/2022

  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.

  I never gave them authorization for an autopay. When they called about supplies for my CPAP machine they said that I needed to pay up front, before they could bill my medicare advantage plan. I told them to cancel the order. When they called the next time I told the lady why I was unable to order, because of tight income I couldn't afford the cost. She told me the price I had been quoted the first time was incorrect and it would be less. When I told her I couldn't pay until payday, she said she would need a card number to hold the order until then. I gave he my debit card number with the stipulation it was only for that purchase. She agreed. The following month when I looked at my account they had ***e an autopay for equipment rental, which caused my account to be overdrawn. I received an notice in the mail, that afternoon it would be deducted that morning. I was furious and returned their equipment and told them I no longer wanted it. Now today I just received an EMAIL saying they were going to deduct again. When I got my new Medicare plan I didn't know there would be a copay, and I was never sent a bill from Medcare.

  Customer Answer

  Date: 08/03/2022

  
  
  After I cooled down a little, I called Medcare again. I explained to  the woman that my finances are very tight. I told her that if I owed a previous balance, I would be willing to make payments but not with autopay. She said they can't do that. Then I asked her to change the date to the end of the month. Again she replied we can't do that. It seems they are totally unwilling to work with clients on payments.
  Thanks for your quick response to my complaint.
  *** *******

  Business Response

  Date: 08/05/2022

  This letter is in response to the complaint  received on 08/02/2022 filed by ****** *******. Mr. ******* is upset that deducted an auto pay to his credit card for the coinsurance due for his equipment. He is requesting to have autopay turned off and to secure a form of payment on file a patient has equipment. Mr. ******* from 9/2021 through 12/2021 insurance changed in January 2022 and his secondary insurance termed. submitted the coinsurance amount to the secondary insurance, but did not receive notification that it termed and the claim denied until May.  On   updated the credit card on file and paid the coinsurance due for January, February, and June. The bill he received on  March, April, May, and July. 
  
   I apologize for any inconvenience this issue has caused. He contact our billing department at 1-800-503-5554ption 4 to make payment arrangements. I stress that in order to,  must call before . 
  

  Sincerely,
  
  Quality Department
  MedCare Equipment