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Business Profile

Hospital Supplies

Medical Services of America Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hospital Supplies.

Complaints

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

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Medical Services of America Inc has 33 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints 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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      My doctor ordered a CPAP machine from this company around October 2, 2022. I have been trying for almost 5 months to get supplies. I finally received a shipment recently (all of which was either the wrong item or items I did not ask for). I get calls asking if I would like to order supplies, at which point I have to describe…again…the issues I am experiencing. The employees on the phone seem helpful and tell me that they are escalating my issue but I NEVER get a call back. It seems there is little to no communication with this company. The employees on the phone have no record of the issues I have been having. Even recently when I called about the incorrect shipment , I was told there was no record of the shipment. I really just need supplies!!!

      Business Response

      Date: 02/23/2023

      Mr. ********* has been a patient with MSA since 2016, at which time he received a CPAP unit and supplies.  In October 2022, he received a new replacement CPAP unit.  He ordered PAP supplies on 11/02/22, through the outside vendor who handled our re-supply orders. Unfortunately, this was at the same time we were in the process of changing to a different outside vendor and his order did not cross over in our system for processing.  Once he did get in contact with our location which was 01/23/23, he was advised we needed an order from his physician before we could provide supplies and bill to his insurance.  Once we received the signed order, the supplies were shipped immediately and per USPS were delivered to him on 02/06/23. Since Mr.  ********* had received a new CPAP unit, his supply order was not updated at the time the new machine was delivered, and this accounted for the incorrect supplies being shipped to him.  We have since contacted Mr. *********, verified the supplies he needed, updated our system to reflect the correct items for future shipments and shipped the correct items to him at no charge.  We regret all of these issues, and we offer our sincere apologies to Mr. *********. 

      Customer Answer

      Date: 02/23/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 19438985, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:01/19/2023

      Type:Service or Repair 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.
      Bought my CPAP machine from them and when it broke, I dropped it off for repairs around 9/14/22 and received a loaner. I was told that I needed a prescription for the repair, so I went to my Doctor on 9/21/22 and according to their Appointment Details notes, they sent new orders that day. I have called and left messages several times. Their excuse has been that they haven't received the order from my doctor. I have provided them with my doctor's information to follow-up, but as of today 1/18/23, I still don't have my original machine back which is a better machine than the loaner.

      Business Response

      Date: 01/20/2023


      Patient has a machine that her insurance
      purchased in 2020.  Her machine started making a loud motor noise so she
      brought it in for repair.  We gave her a loaner machine.  In order to
      bill her insurance for repairs we needed a prescription from her doctor. 
      We have a prescription date 9/21/22, but the fax date at the top shows the fax
      date as 11/23/2022.  We sent the machine back to Resmed on 12/1/22. 
      We had a little time in there to get the RMA# to send the machine back . Mrs.
      ******* states that the loaner machine is not as good as the one she had due to
      the ramp time set on the machine.  I advised her that we can adjust the
      ramp. The loaner machine is the same make and model as the one we are repairing.

      We called the patient this morning to bring her machine in and we will review adjusting the ramp time.  This is something that the patient can do themselves and was instructed on the procedure.  Quote on the repairs of her machine has been sent to our corporate purchasing department to get a Purchase Order to repair.  Resmed advised that the patient get new orders for her machine to be replaced/

    Medical Services of America Inc is NOT a BBB Accredited Business.

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