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Business Profile

Business Services

Walnut Medical Services

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Walnut Medical Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:10/11/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Our daughter received a nebulizer from her doctor back at the end of June. The nebulizer was in a brand new box with all items inside packaged. We did not receive any paperwork concerning the nebulizer, nor did we receive anything to sign stating that the nebulizer was a rental. Less than two months after this visit, we received a bill for a nebulizer rental from Walnut Medical Services. The bill had two months worth of rental bills attached to it. When we called Walnut Medical Services concerning the bill and why they had back-to-back charges on it, they said they were behind in their billing which is why we were billed for two months instead of just the one. We told them we were unaware that the nebulizer was a rental, and we were given the impression that we owned it after the doctor gave it to us. Walnut Medical said they were willing to waive the THIRD month of rental for August (which hadn't even occured at the time, yet). We told them if we had known that the nebulizer was a rental and they provided adequate information, we would have returned it immediately after our daughter was done with it three days later; we immediately returned it to the doctor's office once we found out it was a rental. The doctor also seemed unaware of the rental policy; they said people usually just keep them because their insurance covers it, but ours does not. We paid Walnut Medical for the single month we should have been billed if they were on top of their billing and were not negligent in informing us of the nebulizer rental. We received another bill from them today with a $25 late fee. We should have only been charged for the single month instead of two due to their negligence in getting the bill to us in a timely manner. We should have also received information concerning the nebulizer stating that it was a rental in the first place.

      Business Response

      Date: 10/20/2023

      This patient received a nebulizer at her Pediatric office on 6/27/23 and her mother signed for the equipment and took it home. Unfortunately, you must have a "covered" diagnosis to have the insurance pay for the nebulizer (covered DX are attached). The Biller contacted the mom to explain and we assured her we would just bill as a rental since the patient would not need long term and they could return the nebulizer when finished. We were not behind on the billing but did reach out to the peds office to see if maybe there was a dx that could be used so that we could bill, no additional info or corrected dx was received since there was not any. Spoke with the mom and she stated since we couldn't bill it and the equipment was no longer needed she would return it, she returned the nebulizer on September 5, 2023 and we credited off the August and September billing as a courtesy.  Not sure how any of this could be avoided? They took the equipment and insurance would not pay and we didn't charge them $225.00 for a nebulizer purchase since they wanted to return it. The late fee was also waived. They were not required to take the equipment from the office and could have went elsewhere. Regardless where they would have gone the insurance would not have been able to be billed. 

      Customer Answer

      Date: 10/21/2023

      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.


      The Biller referenced never contacted anyone in our household regarding the rental of the nebulizer.  The first contact that was made to us regarding any billing of this nebulizer, rental or otherwise, was the bill that is attached.  This is when we first discovered that the nebulizer was a rental and that it needed to be returned; this was not explained to us prior at the pediatrician.  After we received this bill, we made the first verbal contact with anyone at Walnut Medical concerning the bill and why we were billed for two months in the first bill we received.  The Biller, in fact, told us that they were behind in their billing.  The Biller also stated that they have been having issues with offices not explaining to patients that their equipment could be a rental and would need to be returned.  The Biller then told us that all we needed to do was return the nebulizer to the pediatrician.  This entire situation could have been avoided if we received a bill after the FIRST month we rented the equipment.  We would have found out it was a rental after this time and returned it sooner and not have been charged for an extra month that the nebulizer was not needed.  Walnut Medical told us they would waive our August rental fee before we even received a bill for it, but then the sent us a bill for it anyway.  When we called about this NEXT bill, they told us in that moment that we didn't need to pay for it because it was waived.  It sounds like there is a lot of confusion about what is going on in their billing department, and we are paying the consequences as the consumers.



      Regards,



      **** *******

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