Complaints

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

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  Orbit Medical

  332 E 3300 S Salt Lake City, UT 84115

• 

  Orbit Medical

  PO Box 57720 Salt Lake City, UT 84157

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:11/16/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 experience has been an absolute mess. I have had the worst experiences with my *****. And its only been 2 months. The first time it stopped pumping up. Then the pump was replaced and the lift started to release while my mother was in it and that was an accident waiting to happen. I called once again for another ***** finally after going back and fourth another ***** was sent out. Now this is the 3rd time Im calling about a replacement for the ***** because of it stop pumping 2calls I was hung up on while talking. Then the 3rd call I was. Angry by then and was denied several times to speak with a supervisor

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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.

  03/14/2023 a wheelchair was deliver to me and I questioned again if there will be any charge, while I was in a rehab center post surgery. I was informed that there will not be a charge. 08/07/2023 I received a bill from Reliable Medical (Orbit Medical **** for $169.01, charge from 03/14 thru 06/14. I called the same day and I was told that I owe that balance because I didn't have any insurance. I repeatedly tried to explain that I was told it was no charge to me, and that I do have medical insurance and the service person was very rude and ended the call. I called my insurance provider and the insurance confirmed that I am in fact covered.Couple days later received another bill for $9.21 total now of $178.22. 09/06/2023 Orbit Medical called me and left me a message. I returned the call and again attempted to explain that I was told several times even from their company when they delivered the wheelchair, that it was no cost to me. Since I didn't agree to the charge I told the representative they could schedule to pickup the wheelchair. The representative advised me they we pickup the wheelchair, but I would still be responsible for the payment. Again I explained that this was not the terms I was given. The representative was very unprofessional and she said "goodbye" and disconnected the call.If I would had been properly informed from the beginning of the charge I would have made arrangements to pay or found another alternative since I am a senior citizen on a fixed income.I find it absurd that after all these months I am continuously receiving bills. This is causing me undue stress due to the fact that I believe I am being taken advantage of by this company charging for a medical assisting device that I was told was covered by my insurance 100% and *********** due to my back surgery. The resolution I am looking for is for me not to be billed for something I did not agree to and for them to pick up the wheel chair if this will stop the charges.

  Business Response

  Date: 09/22/2023

  September 22, 2023
  
  Better Business Bureau
  *****************************************
  *****, ** *****
  
  Re:  ** ********, *********************
  
  Dear **************,
  
  This letter is in response to your complaint filed on September 8, 2023.
  
  First, I would like to apologize for your recent experience with our customer service. Our patients are very important to us, and we make every effort to provide an enjoyable customer experience.
  
  In regard to your wheelchair and the balance due. Prior to the delivery of your item, we confirmed the following information with your insurances:
  Primary **************************************************** ******** for Covid 19 Testing ONLY. Does not cover DME.
  Coverage 80% after Pre-Authorization.
  
  Based on our verification with your insurances, your primary insurances coverage is 80% and your secondary insurance does not include DME coverage. It only covers Covid 19 Testing.
  
  We sincerely apologize for any inconvenience this may have caused **************. Please contact our office at ************ to discuss your balance.
  
  If you have any concerns or questions that you would like to discuss, please contact me at ***********************.
  
  Sincerely,
  
  *****************************|Director of Billing and Reimbursement
  Orbit Medical