ComplaintsforOntario Medical Supply Inc

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My father required a hospital bed for his final days of life. We had a two week trial through our LIHN. He died before the end of the trial and the bed was returned shortly after his death on May 31st. We continue to receive invoices from the company despite telling them that the bed was returned. His wife has spoken to the LIHN and company and provided them the confirmation number from when the bed was picked up. She had to do this twice and was told everything was in order. Shortly after that, we received another invoice. I have spoken to the company who told me that they would look into the issue (this is the third time). That was months ago. We just received another invoice and clearly the situation is not resolved. Also, I have never seen an invoice that doesn't list the products and services on it. That to me is a sign of a company that does not have it together as all reputable companies list details on their invoices. Looking through the complaints on here, this is a common occurrence with the company. We will not be paying this invoice as the bed was returned and would like this cleared up in a timely fashion once and for all.

  Business response

  14/04/2022

  OMS Quality Team has escalated this complaint and submitted to the Customer Experience Manager and Customer Care Supervisor an internal incident report for further investigation, follow up response with corrective action (billing adjustment).  A detailed response will be provided to the complainant (family member) by April 21st.    

  Customer response

  26/04/2022

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

  The company has not done as they said by the date they stated in their initial response. I had been waiting to see if they would actually do something this time by the date they proposed (which was within the 7 calendar days) in their response, but they did not. I have had no communication from the company at all - this is par for the course for them. This is the third time they have promised to do an internal review and get back to me, but nothing ever comes out of it except another invoice. His widowed wife is at her wits end having tried to resolve this herself and feels like the company is trying to extort money from a dead person when it has been proven to them multiple times that the bed was returned (provided the signed return slip twice when the bed was picked up). 
  
  As an aside, the invoice has no information at all on it - no detail about services used, dates, items or cost which is incredibly problematic. I have never seen a company provide an invoice that does not list those items which makes fighting to have an illegitimate invoice expunged from my dad's name nearly impossible even though providing the death certificate makes it obvious that the bed was no longer required and sent back after his death. I still have no idea what the invoice is truly for as there is no information on it.
  
  I hope you will consider re-opening this. I have looked further into this company and this seems to be a thing with them. That is a terrible business model and we had no choice but to use them when our health care network uses them for medical supply support.
  

   ******
  

  
  

   

  Business response

  28/04/2022

  On April 20/22 a credit note was processed - credit was applied for the full amount indicated on the account Statement you provided. 

  
  Kindly find attached a copy of ******* ******** for the Electric Hospital Bed and copy of the Credit Note #5772930 for the Electric Hospital Bed which addresses the request to resolve the billing issue.
  The Statements provided to clients only detail amounts for purchases, adjustments, payments and balances of an account.  As of April 28, 2022 the account, ******** * ****** has a $0.00 balance. 

  
  The full details of this incident have been shared with the Accounts Receivables Manager (Billing), Customer Care Manager and Supervisor as it identifies issues and processes currently being addressed and reviewed to improve services and customer experience.  

  Please accept our sincere apologies for the communication delays, concerns and issues experienced during the past months in seeking a resolution and lack of adequate customer service.  

  Customer response

  30/04/2022

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

• Initial Complaint

  26/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July, 2019, my 90-year old mother had a very bad fall. She was assessed by the ********* **** who arranged for her to get a loaner walker from OMS for one month until she could purchase her own. At the end of the month we called OMS to pickup the loaner walker. She was never supposed to be billed for it. I emailed and called OMS repeatedly. No one came to pickup the loaner walker until February 2020. OMS assured us that we would not be billed for it. My mother has been repeatedly billed for the walker ever since ($39.95/month) and in her confusion kept paying for it. In April, 2021 I became aware of this and I told her to stop paying for the walker. I also contacted the OMS contact that had arranged for the walker to be picked up and explained what had happened. She assured me that she had contacted billing and this would be rectified and the payments reversed. I have directly emailed billing twice more since then. My mother is still being billed. No refund. No response.

  Business response

  02/09/2021

  OMS Quality Team has received notification and details of the complaint.                                                                                                                                                                                                                                                                                    We will communicate directly with the complainant to obtain additional client/account information required to begin our investigation. Once this is received, we will communicate with the department(s) concerned and provide further follow up with resolution.    

*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. ↩