Complaints

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:06/06/2024

  Type:Delivery 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 been buying medical supplies from this company for years.
  To say their billing ***** would be an understatement.
  
  I had ordered my supplies back in Jan 2024 and in Feb sent a small check to them for 35$ which they cashed and applied less than $1.00 to my account.
  
  As of today 06-06-24 I'm yet to receive a statement from them!
  
  I've called them 3 times asking them to kindly refund the money they owe me!
  The last time I actually spoke to a person I was told she'd "do me a favor and get a check out to me".
  How is doing the right thing a favor?
  
  It's not even about the money but the fact that they flat out lie, never did bill me and refuse to send the funds back.
  
  I left a message on the "supervisors" voicemail on 6-4-24 and yet to get a return call.
  
  Imagine if I owed them money for 4 months?
  
  I will never do business with this company again.

  Business Response

  Date: 06/10/2024

  We understand ** ********** frustration with this situation and hope to explain how this happened and the delay in getting this corrected.

  ** ******** got supplies from us on 2-13-24 and at that time he paid $34.07 with check number 6424 for estimated coinsurance.  There was a delay in getting the claim to the payer and payment from the payer due to a nationwide shut down of the system most providers use to send claims and receive payments.   When payment was received from the insurance company, the Explanation of Benefits showed there was no coinsurance owed.   

  We requested our accounts receivable department to cut the check back to the patient on May 16, 2024 due to a software change the check was not able to be cut until June 7, 2024 and was mailed out that day.

  We apologize for these delays, if there was anything we could have done to speed the process up we would have done it.

  Let me know if you need anymore information.

  Thank you -  ***** * ***  - Business Office Manager - Avera Home Medical Equipment

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It's not factual!
  

  The check that was mailed to them was for 35$

  I was at first told a check had been mailed out to me in May.

  I asked them 3 times to resolve this and they can use what ever excuse they want

  But the facts are simple:

  1. A payment for 35$ was mailed to them

  2. To this date I'm yet to receive a statement from them!

   

  Oddly enough they mailed payment out to me because I filled this claim, not because it was the right thing to do.

  They can paint whatever but their business practices suck and I will never use them for anything again

  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 06/12/2024

  *****,  We are sorry that you feel our service was inadequate and you don't feel we aren't being truthful with you.  I have attached an account history on the invoice in question.   If you have any questions, please feel free to contact me at ###-###-####.  

• Initial Complaint

  Date:05/09/2024

  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.

  4-7-23 I bought a new lift chair from Avera Home Medical Equip in Sioux Falls SD for 2,011.10 dollors.. It is Golden chair a good brand name they say. A short time latter it started makeing a noise going up and down, and got louder as time went by. It was like wood cracking and metal rubbing. They sent ***** out to look at it, he tightened all bolts and screws. Use wd40 it did not do anything to help the loud noise. They then ask me how much I weighed I said 304 lbs. The chair was for 400-500 lbs. They ask me if I sat down in the chair in the in between position. I do not. After lots of complaining about the noise they replaced the chair..
  Ater a few weeks it did the same thing. They came out to look at the chair again. The noise is the same. This is gettig old by this time, people that came over could not belive a new chair sounded like this. They came out a couple of times this time . Nothing worked on the noise. They took pictures of underside of the chair and recorded the noise. No one new what to do again. I complained again and again. They sent out a different style. This is chair num 3.
  Again this chair, the samething and the same process all over again. They think its me doing this. I like the chairs they are very comfortable, I need a lift chair to be able to get up with my bad back and legs. You have to hear it to belive the sound. I complained again and again. ***** has been very very good in trying` to fix things.. I complained very hard said I was going to the BBB and a lawyer. She said one more try on the chair. I could pick from 2 styles.. One i did not fit well into and was a cheap chair, the other was agreat chair but I had to pay another 400.00. I took it, this is chair number 4 on 10-30-23 It sounded even worse after a couple months than the rest. I was tired of fighting and just put up with the noise. This week it came up with some new sounds. I would like your help in what to do. Thank you.

  Business Response

  Date: 06/12/2024

  patient has had 3 different chairs since April 2023. Avera HME staff have visited patient's home to troubleshoot and/or repair. Avera HME has brought the Golden representative to patient's home as well to assist with this patient to no avail.

  I, manager at Avera HME brought information to my Director who in turn shared with Vice President. Information included the time spent with patient prior to purchasing the chair, non-returnable policy, the numerous visits to patient's home including providing 2 replacement chairs. VP and Director agreed that if there is/are any repairs needed, Avera HME will repair although Avera HME will not be refunding money for this chair due to the history of prior exchanges.