Complaints

This profile includes complaints for Britkare Home Medical Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Britkare Home Medical Ltd.

  1800 S Coulter St Amarillo, TX 79106-1777

  
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  Britkare Home Medical Ltd.

  1542 N Hobart St Pampa, TX 79065-4126

  

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:04/24/2023

  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.

  Britkare contacted me multiple times to try to get me to come in and get a cpap machine. I met with Britkare on January 27, 2023. They wrote out the attached information and informed me that according to my insurance, it would cost me $45.41 the first month and $8.55 a month thereafter. Then on March 27th, without notice, they charged $551.15 to my card that they had on file for me. I did not authorize this charge and they did not notify me they were going to charge this. I notified them and first, they told me it was my insurances fault as this was covered like they said. I contacted ***** myself and they said this is only covered after I meet my deductible and that Britkare should have known that. I then contacted Britkare and told them what ***** had advised me. They said it was my fault and they aren't giving me my money back. They also said they sell too many of these machines and don't have time to contact patients when their estimate differs from their charge. I feel Britkare is taking advantage of its patients and tries to blame everyone else instead of admitting they are wrong. I'm concerned that they may be taking advantage of elderly patients on fixed incomes if they did this to me. I told them I would agree to pay what they quoted me up to when I return the machine to them. They are now telling me they want $400 more to settle this and I can have the machine. I feel that they need to be audited by whatever agency governs them to make sure they are not doing this to more patients. What would regulate them from knowingly telling patients that their estimates are way lower than they are and then turn around and charge them the full amount?

  

  Business Response

  Date: 06/16/2023

  Hello, 

  I have attached patient notes from Mr. ********* account along with a print out of correspondence of invoices that were sent to him by email and mail. Our billing system is set up to remind patients of upcoming invoices that will be drafted out of their account with their authorized credit card on file. The funds were taken out of his account on 3/28/2023 and he did not contact us about it until 4/21/2023. We spoke to him and his insurance company. The software we use to check his form of insurance showed a zero deductible which is what our payment schedule was set up by. We told him he needed to contact his insurance as their might be a mistake with his account. He was told he had a $3200 deductible. Our billing department also contacted his insurance. We offered a discounted purchase option if the patient wanted to buy it instead of paying deductible through insurance and he declined. We also offered for him to return the machine and we could give a refund for the heated humidifier part of the machine he had paid for but that we could not refund the rental amount. We additionally offered a payment plan to to help him pay his bill. He declined all of those options and said he would contact the DA. When we set patients up we check their insurance but let them know it is just an estimate and depending on their deductible payment plans can change. We would be happy to still offer all of the above if Mr. ******* would like to work with us on it. 

  Lauryn ********

  Customer Answer

  Date: 06/22/2023

  I never received any billing from Britkare and I did not authorize a charge of over $500. The way that I found out that I was charged that amount was when I received an EOB from my insurance which was after the charge had already taken place. That is the reason I did not contact them until a month later. Then, I got my monthly statement from my health savings plan where I saw the charge. Britkare never e-mailed or mailed me any invoices or statements nor called to tell me the amount was going to go from $9 to over $500. I went to the called and then went to the local Britkare office and told them that I had not received anything in the mail about this charge or a phone call to tell me the charge was going to be more than $500 from the original amount they said they were going to charge me! Britkare at that time handed me a print out of my insurance benefits and circled themselves $0 deductible on medical equipment. They told me that I didn't have a deductible. I then asked why was I charged $551 if I didn't have a deductible? I told them they never called nor provided me any documentation that the amount would be over $500 more as they just charged it without my knowledge. They said there could have been a "glitch" if I wasn't getting my invoices or statements. Interesting fact, after that conversation I had with them, two weeks later, I get the first e-mail that I've ever received this whole time from Britkare about auto renewing supplies! I believe, they realized they had the wrong e-mail and when I told them I hadn't received anything ever from them, at that time went and corrected it to cover themselves. They know I did not receive any statements, invoices, etc. with the new amount. I want to know who else they have done this to and I feel they need to be audited by whoever governs medical care providers. I've never had a medical care provider contact me to try to sell me something and then give me an estimate and charge me $500 more than what they originally estimated to me without any contact of the major price increase they were going to charge my card on file. I contacted Aetna. They told me this was on Britkare as they should know how to read insurance benefits and if they knowingly told me that there was no deductible, then when they found out that there was, they should have contacted me to let me know they informed me wrong. I do have the print out that Britkare provided to me and circled $0 deductible as when I went up there to visit with them about this charge they still were sticking with "it was my insurance that did an incorrect EOB" after they charged me the $551. I'm not sure what a Judge or 12 jurors would think, but if someone is told they are going to pay $9 by a medical care provider and then that same provider thinks it's okay to charge the patient whatever they want without notification, I think there's a problem. No person ever gives anyone their credit card on file with an authorization to have an open-line of credit to charge whatever they want without notifying them first. I'm pretty sure any person would want to be notified if there's a big increase in price prior to someone just taking it upon themselves and charging whatever they want.  I've never had a medical care provider, dentist office, etc. ever charge me an amount when they have my credit card on file without notifying me first. I have had several doctor's offices call and tell me the amount was different when they filed with insurance and this is the new amount. I think medical care providers have a duty to let patients know prior to. Then if the patient lets you know they never received any communication from you and you knowingly figure out they are correct, you don't just update your system and start sending them things all of a sudden to cover yourselves.  All of those things come out through discovery in litigation and in court. Britkare does not seem to care they messed up and also are not taking responsibility for their actions. They continue to blame the insurance company and the patient for not receiving mail that they never sent to said patient. It's obvious as soon as they had notice and knowledge that the patient wasn't receiving e-mails or mail, they corrected it after the fact. I have since received two bills in the mail from Britkare since I went to see them in person as well, but nothing other than what they gave me in their office when I first went to visit with them and pick up one of their machines. Britkare is only looking out to make their money, no matter what the cost. Can you yourself imagine going to a doctor that tells you we are estimating this to cost $10 and then having you put your card on file and then without notifying you, charging you $551? Any normal person would have an issue with that.